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35 Cards in this Set
- Front
- Back
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The process of sending and receiving symbols with meanings attached.
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communication
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when the intended meaning is fully understood by the receiver
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effective communication
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occurs at a minimum cost
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efficient communication
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trust, respect, and integrity in the eyes of others
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credibility
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presenting a message in a manner that casues the other person to support it.
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persuasion
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anything that interferes with the effectiveness of the communication process
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noise
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the medium through which a message is conveyed from sender to receiver.
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communication channel
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takes place through gestures and body language
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nonverbal communication
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results when words communicate one message while actions, body language, or appearance communicate something else
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mixed messages
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the intentional distortion of information to make it appear most favorable to the recipient
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filtering
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the tendency to consider
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ethnocentrism
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a disagreement over issues of substance and/or an emotional antagonism
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conflict
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involves disagreements over goals, resources, rewards, policies, procedures, and job assignments
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substantive conflict
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results from feelings of anger, distrust, dislike, fear, and resentment, as well as from personality clashes
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emotional conflict
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is constructive and helps task performance
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functional conflict
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is destructive and hurts task performance
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dysfunctional conflict
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the removal of the substantial and or emotional reasons for a conflict
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conflict resolution
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pretends that a conflict really doesnt exist
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avoidance
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_________ or smoothing plays down differences and highlights similarities to reduce conflict
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accomodation
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or authoritative command uses force, superior skill, or domination to "win" a conflict
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competition
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occurs when each party to the conflict gives up something of value to the other
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compromise
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no one achieves his or her true desires, and the underlying reasons for conflict remain unaffected
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lose-lose conflict
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one party achieves its desires and the other party does not
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win-lose conflict
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the conflict is resolved to everyone's benefit
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win win conflict
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the process of making joint decisions when the parties involved have different preferences
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negotiation
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focuses on win-lose claims made by each party for certain preferred outcomes
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distributive negotiations
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uses a "win win" orientation to reach solutions acceptable to each party
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principled/integrative negotiation
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the best alternative to a negotiated agreement
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BATNA
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the area between one party's minimum reservation point and the other party's maximum reservation point
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bargaining zone
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a neutral party tries to help conflicting parties improve communication to resolve their dispute
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mediation
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a neutral third party issues a binding decision to resolve a dispute
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arbitration
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helps the source of a message say what he or she really means
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active listening
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the process of telling someone else how you feel about something that person did or said
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feedback
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the capacity of a communication channel to effectively carry information
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channel richness
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managers spend time outside their offices to meet and talk with workers at all levels
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management by wandering around (mwba)
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