Communication, Conflict and Negotiation MGMT 370 Ch. 15.
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Transcript of Communication, Conflict and Negotiation MGMT 370 Ch. 15.
![Page 1: Communication, Conflict and Negotiation MGMT 370 Ch. 15.](https://reader036.fdocuments.us/reader036/viewer/2022082409/5a4d1afc7f8b9ab059984563/html5/thumbnails/1.jpg)
Communication, Conflict Communication, Conflict and Negotiationand Negotiation
MGMT 370 MGMT 370 Ch. 15Ch. 15
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Communication ProcessCommunication Process
Effective CommunicationEffective Communication Efficient CommunicationEfficient Communication PersuasionPersuasion CredibilityCredibility ChannelsChannels
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Communication BarriersCommunication Barriers ChannelsChannels Communication skillsCommunication skills NonverbalsNonverbals–Mixed messagesMixed messages
Physical distractionsPhysical distractions StatusStatus– FilteringFiltering
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Effective CommunicationEffective Communication Active listeningActive listening FeedbackFeedback Use of spaceUse of space Channel richnessChannel richness TechnologyTechnology– Electronic grapevineElectronic grapevine
Interactive managementInteractive management–Management by Walking AroundManagement by Walking Around
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CONFLICTCONFLICT
Substantive Substantive EmotionalEmotional FunctionalFunctional DysfunctionalDysfunctional Causes?Causes?
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Conflict ManagementConflict Management Conflict ResolutionConflict Resolution StylesStyles–AvoidanceAvoidance–AccommodationAccommodation–CompetitionCompetition–CompromiseCompromise–CollaborationCollaboration
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Conflict ManagementConflict Management Lose-loseLose-lose Win-winWin-win
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NEGOTIATIONNEGOTIATION Substance goalsSubstance goals Relationship goalsRelationship goals Criteria of effectivenessCriteria of effectiveness–QualityQuality–Cost Cost –HarmonyHarmony
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NEGOTIATION APPROACHESNEGOTIATION APPROACHES
Distributive Distributive Principled Principled IntegrativeIntegrative Best Alternative to Negotiated Best Alternative to Negotiated
AgreementAgreement Bargaining zoneBargaining zone
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NEGOTIATION OBSTACLESNEGOTIATION OBSTACLES Fixed pieFixed pie Escalation of conflictEscalation of conflict OverconfidenceOverconfidence Ignoring others’ needsIgnoring others’ needs Telling, not hearingTelling, not hearing
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THIRD PARTY RESOLUTIONTHIRD PARTY RESOLUTION OmbudsOmbuds MediationMediation ArbitrationArbitration OnlineOnline