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17 Cards in this Set

  • Front
  • Back
An inherently communicative phenomenon that occurs between interdependent people and involves differences in perception; it can vary in intensity, level, overtness, scope, and outcome
Sources of Conflict
The underlying causes are multiple
- Different understandings
- Threatening actions
- Role conflict
- Limited resources
- Macro/cultural factors
Phases of Conflict
The typical patterns of comunication that occur during times of conflict
According to Pondy...
- Latent conflict
- Perceived conflict
- Felt conflict
- Manifest conflict
- Conflict aftermath
Conflict Style
A behavioral orientation toward conflict, or an expectation about the way conflict should be approached
1) Competition
2) Avoidance
3) Accomodating
4) Compromise
5) Collaboration
A Communicative process between interdependent parties with differing goals who are attempting to produce a joint decision
Distributive (or competitive) Negotiation
An approach to negotiation that assumes one party must win adn the other party will lose; focuses largely on maximizing one's own outcomes, assuming one's intersts are in opposition to the other party's
Integrative (or collaborative) Negotiation
An approach to negotiation that focuses on maximizing the outcomes of both parties, seeking to find solutions in which both parties are fully satisfied; negotiators assume at least some common intersts and engage in a collaborative process of information sharing and trust building rather than positional tactics
Intergroup Conflict
Conflict between groups or collectives; tends to increase with greater organizational complexity, interdependence, and divergence of perspective
A psychological response in which a situation is seen as important, involves uncertainty, and is interpreted as being an opportunity, constraint, or demand
A form of stress that involves depersonalization, a sense of diminished personal accomplishment, and emotional exhaustion
Social Support
The provision of messages or resources that are intended to be helpful to others; may be informational, emotional, material, or apprisal-oriented and may occur through conversation, job-related feedback, global organizational messages, or decision making
Employee Assistance Programs (EAPs)
Organizational programs that provide sources of support in organizations but also blur distinctions between work, home, and leisure
Crisis Communication
An organization's external communication during a crisis or "a situation that runs the risk of escalating intensity, falling under close media or government scrutiny, interfering with the normal operations of business, jeopardizing the positive public image presently enjoyed by the company or its offers, and damaging a company's bottom line in any way
Tactics of Competitive negotiation
- Maximize power base
- Make power base visible
- Take extreme position and minimize movement
- Work for one-to-one trades of items of realtively equal value
- Manage deadlines strategically
Tactics of Collaborative Negotiation
- Seperate people from problem
- Focus on needs and intersts, not positions
- Invent options for mutual gains
- Identify objective criteria before solutions
- Freely exchange info and ideas
Kinds of social support
- Emotional
- Informational
- Instrumental/material
- Appraisal
Ways to deal with Organizational Crises
- Denial
- Evasion of responsibility
- Reducing Offensiveness of Event