Chapter 17 - Chapter 17: COMMUNICATION, CONFLICT, AND...

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Chapter 17: COMMUNICATION, CONFLICT, AND NEGOTIATION CHAPTER 17 OVERVIEW Communication is a fundamental element of organizations and managerial work. Communication is especially important to the leading function, since managers depend on communication to inform followers of performance objectives and elicit their commitment to achieving them. This chapter begins by examining the process of interpersonal communication, distinguishing between effective and efficient communication, and exploring the roles of persuasion and credibility in communication. Next, various communication barriers are described in detail, including poor choice of channels, poor written or oral expression, failure to recognize nonverbal signals, physical distractions, and s. Specific means of improving communication are then presented, including active listening, constructive feedback, use of communication channels, interactive management, proxemics and space design, technology utilization, and valuing culture and diversity. The focus of the chapter then shifts to examining conflict and conflict management in interpersonal relations. Conflict is defined and different types of conflict are identified, the curvilinear relationship between conflict and performance management is described, the causes of conflict are presented, and structural and integrative approaches to conflict resolution are discussed. Five different conflict management styles –– avoidance, accommodation, competition, compromise, and collaboration –– are then explored. The value of collaborative, win-win methods of achieving conflict resolution is emphasized. Building on the discussion of conflict resolution, the chapter concludes with a discussion of the negotiation process. The chapter emphasizes negotiation goals and approaches, the process of gaining integrative negotiated agreements, the nature of negotiating pitfalls, and ethical issues in negotiation. CHAPTER 17 STUDY QUESTIONS SUMMARY Study Question 1: What is the communication process? Communication is the interpersonal process of sending and receiving symbols with messages attached to them.
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Effective communication occurs when the sender and the receiver of a message both interpret it in the same way. Efficient communication occurs when the message is sent at low cost for the sender. Persuasive communication results in the recipient acting as intended by the sender;
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This note was uploaded on 10/14/2010 for the course MG 390 taught by Professor Borah during the Spring '10 term at North Alabama.

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Chapter 17 - Chapter 17: COMMUNICATION, CONFLICT, AND...

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