Chapter 6: Communication, Coaching And Conflict Skills

Front 1

communication

Back 1

the process of conveying information and meaning

Front 2

oral message-sending process

Back 2

1. develop rapport
2. state your communication objective
3. transmit your message
4. check the receivers understanding
5. get a commitment and follow up

Front 3

message-receiving process

Back 3

includes listening, analyzing, and checking understanding

Front 4

feedback

Back 4

the process of verifying messages and determining if objectives are being met

Front 5

paraphrasing

Back 5

the process of having the receiver restate the message in his or her own words

Front 6

360-degree feedback

Back 6

based on receiving performance evaluations from many people

Front 7

coaching

Back 7

the process of giving motivational feedback to maintain and improve performance

Front 8

job instructional training

Back 8

1. trainee receives preparation
2. trainer presents the task
3. trainee performs the task
4. trainer follows up

Front 9

coaching feedback

Back 9

based on a good, supportive relationship; it is specific and descriptive and it is not judgmental criticism

Front 10

attribution theory

Back 10

used to explain the process managers go through in determining the reason for effective or ineffective performance and deciding what to do about it

Front 11

performance formula

Back 11

explains performance as a function of a ability, motivation and resources

Front 12

mentoring

Back 12

a form of coaching in which a more experienced manager helps a less experienced protege

Front 13

conflict

Back 13

this exists whenever people are in disagreement and opposition

Front 14

initiating conflict resolution model

Back 14

1. plan a BCF statement that maintains ownership of the problem
2. present your BCF statement and agree on the conflict
3. ask for, and/or give, alternative conflict resolutions
4. make an agreement for change

Front 15

BCF model

Back 15

describes a conflict in terms of behaviour, consequences, and feelings

Front 16

mediator

Back 16

a neutral third party who helps resolves a conflict

Front 17

arbitrator

Back 17

a neutral third party who makes a binding decision to resolve a conflict