COMMUNICATION, CONFLICT, AND
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
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
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
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.