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45 Cards in this Set
- Front
- Back
What is the lowest acceptable outcome in negotiation?
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Resistance points
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What are the advantages and disadvantages to written communication?
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Adv. - Revision possible, permanent record, receiver cand read and reread whenever they want
Disadv. - sender does not control the delivery, feedback is not immediate, sender has to anticipate the receiver's questions |
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What is negotiation?
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A process by which parties with different interests make a joint decision and/or come to an agreement
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What are the adv. and disadv. to electronic media?
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Adv. - similar to written, but add speed and efficiency, esp. over large distances
Disadv. - similar to written, but add confidentiality problems, "flaming" occurs |
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What is integrative bargining?
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win-win possible (optimal)
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What is closure?
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The tendency to fill in the gaps when information is missing. We assume that what we don't know si consistent with what we do know
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What are the keys to effective negotiation?
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research (opponent and situation), start positive, address problems (not personalities), pay little attention to opening offers, emphasize win-win, seek third-party involvement if necessary
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What are the two types of oral communication?
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Verbal
Nonverbal |
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What is distributive bargaining?
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zero-sum or competitive
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What is coaching and mentoring?
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Communicating with someone for the direct purpose of improving the person's work performance
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How do you become an empathetic listener?
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Show your desire to understand
Listen first Talk about what's important to the other Reflecting feelings Focus on the emotional part of the message More than just restating words |
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What is perception?
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The process by which individuals make sense of their world
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What are the 4 Cross-Cultural Temporal Concepts?
Describe each. |
Appointment time: how punctual you must be
Schedule time: time when projects should be completed Discussion time: how much time should be spent in discussions Acquaintance time: how much small-talk is required |
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What are 4 ways to improve formal communication?
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Decrease reliance on downward communication
Increase chances for upward communication Encourage much greater use of horizontal communication Be aware of communication problems |
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How to improve reception
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Company hotlines:call and leave annonymous comments
Survey feedback: info gathered from questionnaires Informal meetings with top exec.: directly "hear" employees Gainsharing |
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What is oral communication?
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From face-to-face to video conferencing
A rich, popular medium |
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How to get effective feedback?
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Set an agenda
Focus on specific behaviors Keep feedback impersonal and goal-oriented Make feedback well-timed Ensure understanding Negative feedback for improvement "Sandwich" approach but get to the point |
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What is written communication?
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From letters to e-mail
Good for conveying info |
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What is the traditional, human relations, and interactionist view of conflict?
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Traditional:it should be eliminated
Human relations: is natural and inevitable Interactionist: some conflict is necessary for effective funcitoning of the organization, most common view today |
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What is the goal of communication?
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Common understanding
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What are languages?
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words have different meanings to different people, especially different technical "languages"
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What is communication?
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Exchanging information and conveying meaning to others
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What are the two perceptual problems?
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Selective perception
Closure |
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How do you manage the grapevine? 4 things
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Don't withhold info from it
Don't punish those who use it Feed info to it Use if as a source of info |
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What are the 2 communication medium?
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Oral communication
Written communication |
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What are informal communication channels?
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Transmitting messages outside the formal communication channels
The grapevine |
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What is selective perception?
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Notice and accept stimuli which are consistent with our values and beliefs. It ignores inconsistent stimul.
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What are the adv. and disadv. to oral communication?
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Adv. - two-way, immediate feedback, more cues, usually most persuasive of all channels
Disadv. - poorly thought out times, no permanent record |
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What are the 5 barriers to effective communication?
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Filtering
Selective Perception Emotions Languages Nonverbal cues |
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GE's e-business Mentoring program
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Introduced in 1999 by Jack Welch
All were mentored 1000 young GE professionals are the "e-business experts" as mentors Goal - management 100% proficient in the internet, e-mail, ... |
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What are some perceptual filters?
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How people experience stimuli
Personality, psychology, experience-based differences |
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How to make effective presentations?
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Have effective intro
Be organized Design content to fit audience Use supporting visuals effectively Reiterate the conclusion Project confidence |
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What are the 3 formal communication channels?
Describe each. |
Downward comm. - top down
Upward comm. - bottom up Horizontal - within a level |
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How can organizational members improve communication?
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Increasing their use of feedback
Simplify the language used Listen actively Constrain our emotions Be aware and careful with your nonverbal communication Be empathetic to your reciever |
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What are nonverbal cues?
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words and nonverbals may be inconsistent
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What is counseling?
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Communicating with someone about non-job related issues
Issues may be affecting a person's performance |
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How to develop active listening skills
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Make eye contact
Exhibit affirmative nods Avoid distracting actions or gestures Ask questions Paraphrase Avoid inturrupting Don't overtalk, encourage others to speak Smooth transitions between speaker and listener |
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What are the five levels of listening from the lowest to the highest?
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Ignoring
Pretending Selective Listening Attentive Listening Empethetic Listening |
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What are emotions?
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messages are interpreted differently on the emotions of the receiver at the time the message is sent/received
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What is selective perception?
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receiving only selected parts of a message (hearing or seeing only what you want to)
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What are the verbal/nonverbal communication amount percentages?
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Words(verbal):10%
Sounds(paralanguage):30% Body Language(kinesics):60% |
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What is filtering?
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deliberate manipulation of information to make it more favorable to the reciever
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What are the two types of nonverbal communication?
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Body language(kinesics):facial expressions, gestures, movements or postures of the body
Verbal intonation(paralanguage):emphasis given to words or phrases, by pitch, tone, rate, volume, pattern, ... |
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How to write effective reports?
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Organize ideas-outlines, headings
State objectives in intro and conclusion for green and blue personalities Use tables and charts Write clearly and concisely |
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Why are informal communication channels highly accurate?
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Information is timely
Senders seek feedback Accuracy can be verified |