Communication, Conflict and Negotiation

1
Communication, Conflict and Negotiation

• MGMT 370
• Ch. 15

2
Communication Process

• Effective Communication
• Efficient Communication
• Persuasion
• Credibility
• Channels

3
Communication Barriers

• Channels
• Communication skills
• Nonverbals
• Mixed messages
• Physical distractions
• Status
• Filtering

4
Effective Communication

• Active listening
• Feedback
• Use of space
• Channel richness
• Technology
• Electronic grapevine
• Interactive management
• Management by Walking Around

5
CONFLICT

• Substantive
• Emotional
• Functional
• Dysfunctional
• Causes?

6
Conflict Management

• Conflict Resolution
• Styles
• Avoidance
• Accommodation
• Competition
• Compromise
• Collaboration

7
Conflict Management

• Lose-lose
• Win-win

8
NEGOTIATION

• Substance goals
• Relationship goals
• Criteria of effectiveness
• Quality
• Cost
• Harmony

9
NEGOTIATION APPROACHES

• Distributive
• Principled
• Integrative
• Best Alternative to Negotiated Agreement
• Bargaining zone

10
NEGOTIATION OBSTACLES

• Fixed pie
• Escalation of conflict
• Overconfidence
• Ignoring others needs
• Telling, not hearing

11
THIRD PARTY RESOLUTION

• Ombuds
• Mediation
• Arbitration
• Online