Comm Chapter 10 - Conflict

Front 1

Conflict

Back 1

An inherently communicative phenomenon that occurs between interdependent people and involves differences in perception; it can vary in intensity, level, overtness, scope, and outcome

Front 2

Sources of Conflict

Back 2

The underlying causes are multiple
- Different understandings
- Threatening actions
- Role conflict
- Limited resources
- Macro/cultural factors

Front 3

Phases of Conflict

Back 3

The typical patterns of comunication that occur during times of conflict
According to Pondy...
- Latent conflict
- Perceived conflict
- Felt conflict
- Manifest conflict
- Conflict aftermath

Front 4

Conflict Style

Back 4

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

Front 5

Negotiation

Back 5

A Communicative process between interdependent parties with differing goals who are attempting to produce a joint decision

Front 6

Distributive (or competitive) Negotiation

Back 6

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

Front 7

Integrative (or collaborative) Negotiation

Back 7

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

Front 8

Intergroup Conflict

Back 8

Conflict between groups or collectives; tends to increase with greater organizational complexity, interdependence, and divergence of perspective

Front 9

Stress

Back 9

A psychological response in which a situation is seen as important, involves uncertainty, and is interpreted as being an opportunity, constraint, or demand

Front 10

Burnout

Back 10

A form of stress that involves depersonalization, a sense of diminished personal accomplishment, and emotional exhaustion

Front 11

Social Support

Back 11

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

Front 12

Employee Assistance Programs (EAPs)

Back 12

Organizational programs that provide sources of support in organizations but also blur distinctions between work, home, and leisure

Front 13

Crisis Communication

Back 13

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

Front 14

Tactics of Competitive negotiation

Back 14

- 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

Front 15

Tactics of Collaborative Negotiation

Back 15

- 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

Front 16

Kinds of social support

Back 16

- Emotional
- Informational
- Instrumental/material
- Appraisal

Front 17

Ways to deal with Organizational Crises

Back 17

- Denial
- Evasion of responsibility
- Reducing Offensiveness of Event