Communication

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Chapter 17

• Communication interpersonal skills

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We encourage people at all organizational levels
to have face-to-face dialogues. Dennis
Beach Exec Vp Chaparral Steel
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Communication

• The process of sending and receiving symbols with
  meanings attached
• Transmitting information from one person to
  another
• To be effective, the receiver has to receive what
  the intender intended

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Consider this example

• The high today will be only 40 degrees.
• It will be cold today
• Certeris paribus
• Xn1gp bo5cz4ik ab19
• Each of you will probably have a different
  interpretation

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Barriers to effective communication

• Noise
• Poor channel choice
• Poor expression
• Recognition of nonverbal signals
• Physical distractions
• Status effects

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What makes good communication?

• Active listening
• Constructive feedback
• Channel richness
• Proxemics
• Technology
• Valuing culture diversity

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Perception

• The way we receive, organize, interpret
  information.
• Attribution error
• Overestimate internal factors
• Underestimate external factors
• Self-serving bias
• Personal success is due to internal causes
• Personal failure is due to external causes

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Perceptual distortions

• Stereotyping
• Halo effect
• Selectivity
• Projection

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Conflict management

• Conflict differences over issues of substance
  /or emotional antagonism
• Substantive conflict
• Emotional conflict
• Functional or constructive
• Dysfunctional or destructive

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Conflict management styles

• Avoidance
• Accommodating or smoothing
• Competition or authoritative command
• Compromise
• Collaboration or problem solving

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Resolving conflict through negotiation

• Making joint decisions to resolve differences
• Criteria for effective negotiation
• Distributive negotiation
• Principled or integrative

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Getting it resolved

• Separate the people from the issue
• Focus on the interests not the positions
• Generate a lot of alternatives
• Results should be based on an objective standard

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Pitfalls to avoid

• Fixed pie syndrome
• Non-rational escalation face saving
• Overconfidence
• Talking too much
• Not listening

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Negotiation alternatives

• Mediation neutral party facilitates
  communication to resolve the dispute
• Arbitration neutral party issues a binding
  decision to resolve the dispute

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Questions?

• Chapter 18 is next and last!!