CMS 313M EXAM 2

what type of goals do most people focus on in conflict first?

task goals get the most attention by unsophisticated communicators

what is emancipation?

the liberation of people from unnecessary hegemony; helping people understand their power imbalances and empowering them to act

list and explain the differences between feminine and masculine sites of work

feminine: cooperative effort; integrative, holistic analysis; group work; fluid boundaries between work and personal life; leadership as a web of connections masculine: competitive effort; cause-effect analysis; autonomy; strict boundaries between work and personal life; hierarchy

close relations to the customer

gear decisions and actions to the needs of the customer

multilevel in relation to conflict

goals come from different levels in an organization, not just the conflict at interpersonal level but com from other parts of the organization

how are these emphases captured in Marx's quote, "the philosophers have only interpreted the world in various ways. the point, however, is to change it"?

he believed that critique of power imbalances would lead to revolution by revealing fundamental truths about the human condition; you want intervention and changes

what does it mean to say that an organization is a power struggle?

highlighting the aspect that not everyone in an organization is on the same footing

what is goal-shifting?

huge issue in conflict resolution; arguments/conversations deviate from their original topic and get side tracked which makes coming to a resolution more difficult because nothing is staying on topic

pluralist approach

hybrid form; sensitivity to pragmatic contingencies

what alternative view of power do critical scholars suggest?

ideology

what is the dialect of control? how does it suggest the potential for resistance?

ideology can come to power because people allow it to be, organization values become internalized; in doing so we are making a choice by choosing to be subject to that power, we can make another choice

how does the theory of concertive control further illustrate the concepts of ideology and hegemony?

if the person believes in the ideology of the company, then they are able to control and mange themselves because they believe in what is good for the organization and will do so of their own accord without a strict chain of command

what does it mean to say that it's possible to see culture as something an organization has versus something an organization is?

if you try to objectify, simplify, and formalize culture, you might see it as something an organization has rather than something an organization is

how are managing acceptance and independence goals useful for managing conflict?

influence the way feedback is given; perceived incompatibility with goals can lead to conflict

explain how cultural performances are interactional, contextual, episodic, and improvisational

interactional: they require the participation of multiple organizational members contextual: they are embedded in organizational situations and organizational history episodic: they are distinct events in organizational life improvisational: there are no scripts that guide organizational members

interdependence in relation to conflict

interdependence between goals, we negotiate them through interaction and at different levels of analysis; goals depend on one another; conflict requires a degree of interdependence

how could clarifying goals while highlighting interdependence assist managing conflict?

it helps prevent goal-shifting and emphasizes that the conflict is not personal and is instead part of the system of working well together

what does it mean to say that clarifying goals can produce not just a solution but an even more satisfactory solution?

it makes the purpose of the conflict and goal resolution more prevalent; with clear goals, goal-shifting can be averted and a more stable conflict can be resolved

what are the different approaches to studying feminist activism?

liberal, radical, standpoint, postmodern, pluralist

explain Clair's study of the framing of sexual harassment?

many women in the study framed the harassment and gave it an excuse rather than calling it what it actually was; they accepted or justified it

are organizational members equally aware of all 3 levels in the model?

no, because cultures are symbolically constituted, complicated, emergent and fragmented; most of the awareness happens below the surface, people only become aware of it in moments of reflection

according to the critical approach, does an organization always have just one goal?

no, because there are always multiple goals when are you talking about a large group of people; investors have different goals than management,etc.

if you feel flooded should you immediately stop talking and move away?

no, explain that you need to take a break; just stopping and walking away will look like disgust/lack of caring

what is cultural performance?

organizational culture should concentrate on the communication process through which culture is created; these processes can be conceptualizes as "performances" that are interactional, contextual, episodic, and improvisational

why is goal-shifting important in managing conflict?

over time, goals shift and can become toxic

what does the cultural emphasis focus our attention on in the study of organizations?

the informal shared values of an organization, the qualities that make an organization what it is

how are these work styles problematic?

the masculine ones are valued more and the feminine ones are based on stereotypes and seen as less important

interactive in relation to conflict

there is no site for intervention until two people conflicting get together and talk

which is consistent with prescriptive approaches to culture?

these approaches use value engineering because it espouses the belief that effective cultural leaders could create strong cultures built around their own values

why is managing conflict in organizations important?

conflict is essential for success, it can be useful and encourage innovation, without it something is left unsaid

what is the core principle we highlighted in our definition of conflict?

conflict is the perceived incongruities between multiple goals

what is hegemony?

control by a leadership or organization over others; the process in which a dominant group leads another group to accept subordination as the norm

explain the spiral of negativity in conflict

criticism (poorly given and received) -> contempt -> defensiveness -> stonewalling

in what sense are organizational communication and culture intertwined?

culture enables and constrains organizational communication

postmodern approach

deconstruct male-dominated meaning systems and highlight women's perspectives

what is dialogue?

dialogue is not necessarily about making a choice; it is understand the different choices we have an walking through them, shifts focus on shared meaning

when can goal-shifting occur

during most conflicts

radical approach

emancipation or total separation; protest and organize a new system

hands-on, value-driven

employees and managers share the same core value of productivity and performance

autonomy and entrepreneurship

encourage employees to take risks in the development of new ideas

productivity through people

encourage positive and respectful relationships among management and employees

why does the model use the term "espoused" values and beliefs?

espoused: to adopt or support (a cause, belief, or way of life); the beliefs/values are adopted over time as individuals observe how others interact within the organization

simultaneous loose-tight properties

exhibit both unity of purpose and the diversity necessary for innovation

how are these frames related to the concept ideology?

these frames used by the women reinforced dominant ideology--an example of the concept of hegemony, that is, viewing sexual harassment as "a harmless joke" etc are ways of normalizing and even supporting the patriarchal underpinnings of the workplace

how is the work of Deal and Kennedy similar to Peters and Waterman's work?

they are both trying to identify the characteristics, or find a formula, for developing a secure organizational structure

what nonverbal expressions are especially relevant in conflict situations?

tone of voice, sarcasm, posture

what are the primary emphases of critical approaches?

tools to understand how we are influenced and controlled when we're a member of an organization, tools to resist control, subvert power imbalances, or govern well if we have power

what are the sources of power for those without formal organizational power?

- expertise - effort and interest - attractiveness - location and position - coalitions - rules - culture

explain the unitary, pluralist, and radical frames for organizational communication

- unitary: emphasis is places on common organizational goals, conflict is seen as rare and negative, and the power is the natural prerogative of management - pluralist: organization consists of many groups with divergent interests, conflict is seen positively as an inherent and ineradicable characteristic of organizational affairs - radical: organization is viewed as battleground where rival forces strive for achievement, conflict and power are seen as reflections of larger class struggles in society

how long does it typically take to return to a calm state after flooding?

20 minutes

explain Schein's model of culture

Schein defines culture as: group phenomenon, striving toward patterning and integration, pattern of basic assumptions, emergent and developments process (external: market forces, internal: structures and processes), socializing aspect

how does the Apple case in the film, In Search of Excellence, illustrate these principles?

Steve Jobs helped facilitate an environment that prescribed to all of Peters and Waterman's themes for excellent organizations; there was free-open communication and collaboration, the employees got along, he encouraged innovation, there was little to no hierarchy, they jumped in on projects and did hands-on work instead of writing and planning everything out

can dialogue help foster alignment in teams and organizations?

yes

what does it mean to say that artifacts are hard to decipher?

the difficult is figuring out what artifacts mean, how they interrelate, what deeper patterns they reflect

how does the Disneyland case illustrate the dialectic of control and sources of power for the powerless?

the employees being laid off appealed to the culture of Disney saying family wouldn't do this since Disneyland is supposed to be a family

explain the different roles that can be played by a third party in conflict

- a friend or a coworker brought in to help settle the conflict or provide support for one of the parties; can provide important insights - a supervisor/manager might address a dispute by: establishing rules or dictating a specific solution, reward or punish subordinates to facilitated a solution, work to change the organization to keep similar problems from occurring in the future, can assist in settling disputes by working as an arbitrator or mediator - arbitrator: makes binding decisions based on the proposals and arguments of the parties involved in the conflict - mediator: attempt to help the parties facilitate the dispute but holds no decision power

explain each of the framing devices used from sexual harassment narratives

- accepting dominant interests: believing it is not a major issue to deal with - simple misunderstanding: justifying it as "flirting" - reification: "the way things are" - tribulation: "harmless joke" - denotative hesitancy: not calling it sexual - public/private expression: seeing harassment as a part of private life

how doe teach of the styles balance a concern for others and a concern for self?

- avoidance: low concern for others and low concern for self - accommodation: high conner for others and low concern for self - compromise: average concern for others and average concern for self - competition: low concern for others and high concern for self - collaboration: high concern for others and high concern for self

explain the 3 levels of culture in Schein's model

- behaviors and artifacts: visible evidence of the culture (architecture, furniture, forms of address, decision-making style) - espoused values: how things ought to be done in the organization (safety, innovation, diversity, hard work) - basic assumptions: shared among members, unspoken beliefs

what are the research-based recommendations for managing conflict?

- clarify goals, highlight interdependencies - help others manage their identity - remember your feedback skills - use empathetic listening - monitor your nonverbal expressions - remember the positive aspects - know when to calm down - over learn kills you think will help - involve and facilitator - remember the session of the approaches to organizations - practice dialogue

how would each of the approaches to organizing frame and/or intervene in conflict?

- classical: a breakdown in the machine - human relations: unmet need of employee and fulfilling everyone's needs would make conflict irrelevant - human resources: problems and conflict lead to innovation; harnessed into participation - systems: highlights interconnections - culture: stems from fundamental disagreements and occurs at cultural borders - critical approach: about power and expression of alienation

how have these frames been used in our review of the approaches to organizational communication so far?

- classical: unitary - systems and cultural: pluralist - human relations/resources: unitary and pluralist

what are the implications of treating culture as constituted symbolically?

- complicated: organizational culture can't be boiled down to one premise, one artifact; it is complicated in the sense that much of it is below the surface of our organizational life; we don't think about it, it's the water that fish swim in; it is hidden and taken for granted - emergent: it doesn't just arrive, one time as things happen, stores are told of events, culture emerges, it is difficult to untangle stories, rituals - fragmented: there isn't just one organizational culture; there are multiple cultures that are all important

explain the four forms of group discussion using the three continua we articulated

- debate: making a choice (divergent, advocacy, individual) - dialogue: not making a choice but trying to understand (convergent, inquiry, shared)

what makes the critical approach district from the other approaches to studying organizations?

- first: believe that certain societal structures and processes lead to fundamental imbalances of power - second: these imbalances of power lead to alienation and oppression for certain social classes and groups - third: the role of the critical theorist is to explore and uncover these imbalances and bring them to attention of the oppressed group - they adopt a radical frame of reference by considering organizations as sites of domination; see theory as a force that can emancipate individuals from these dominating organizations or consider how employees resist organizational dominance

how is that concertive control operates through identification and discipline?

- identification: coming to hold the organization's values are your own values - discipline: carried out by the individuals being controlled, self-disciplining

goals in relation to conflict

- identity goals: what does this conflict mean for who I am and who I want to be - task goals: content of the communication, what is the content of the goal, get most attention by unsophisticated communicators - relationship goals: who we are to each other; power differences

what is ideology?

- ideology refers to "the taken for granted assumptions about reality that influence perceptions of situations and events" - refers to more than a set of attitudes and beliefs rather it structures our thoughts and controls our interpretations of reality - ideology shapes our understanding about what exists, what is good, and what is possible

what types of identity goals are common in most conflict?

- independence identity goal: to be seen as competent and free to choose as we want; we are worthy of freedom from imposing judgement - acceptance identity goal: want to be liked and treated as an individual and human

explain the four functions of ideology

- representing interest of the few as interests of the many - denies system contradictions - naturalizes the current state as fixed - controls hegemony

provide examples of indicators of organizational culture

- rituals/ceremonies: Dundees - metaphors: time is money - stories: the apple story - heroes: Bill Gates - values: employee handbook - artifacts: the apple at Leo Burnett

explain the indicators of organizational culture

- rituals/ceremonies: what events do they put on - metaphors: how do they compare and explain things - stories: important themes, ideologies in organizations - heroes: who the organization values/looks up to - values: what personality traits or morals are important to the organization - artifacts: what items have significance to the organization - communication rules: how do people in the organization talk to each other

explain the four forms of control

- simple: involves the direct and authoritarian exertion of control in the workplace - technological: control exerted through technological workplace processes such as assembly lines - bureaucratic: based on the power of hierarchical structure and the rational-legal rules that emanate from the bureaucratic structure - concertive: employees control themselves

what are the components of Deal and Kennedy's strong cultures?

- values are the beliefs and visions that members hold for an organization - heroes are the individuals who come to exemplify an organization's values; these heroes become known through this tories and myths of an organization - rites and rituals are the ceremonies through which an organization celebrates its values - the cultural network is the communication system through which cultural values are instituted and reinforced; the cultural network can consist of both formal and organizational channels and the informal interaction of employees

what is organizational culture?

a pattern of shared basic assumptions that the group learned as it solved its problems of external adaptation and internal integration, that has worked well enough to be considered valid, and therefore, to be taught to new members as the correct way to perceive, think, and feel in relation to those problems

what is the underlying assumption of feminist approaches to organizational communication?

assumes men and women see and experience the world and communicate in it differently; emphasizes activism and an intellectual framework that sees issues of feminism and organizing within a constitutive framework

simple form, lean staff

avoid complex structures and divisions of labor

what are the conflict management styles?

avoidance, accommodation, compromise, collaboration, competition

are avoidance and accommodation strategies always ineffective?

avoidance: rarely effective; accommodation: does nothing to satisfy your own needs

why does it matter that incompatibility between goals is perceived incompatibility?

perceive conflict is the second phase when both parties believe that there is an incompatibility; perceived conflict can also happen without latent conflict; this means that the two parties may believe their goals are incompatible and create a conflict when in fact their goals are the same

bias for action

react quickly and do not spend excess time planning and analyzing

standpoint approach

recognize and enhance marginalized voices; purely communicational; not all women's experiences are the same

what is resistance?

resistance is boldly or subtly going against ideas or instances of control, ways in which workers can exert counterpressure on the exercise of power and control

define classical ways of thinking of power

reward power: person A has power over person B because they can given them some reward (pay, status, award) for B's compliance coercive power: person A has power over person B because they can punish them in some way (poor work assignments, relocation, demotion) reference power: person A has power over person B because person B wants to be like person A (mentors) expert power: person A has power over person B because person A has some expertise that the person needs but doesn't have (tech support) legitimate power: person A has power over person B because of an organizational structure like hierarchy

how have these forms developed over time?

simple (shops, crafts) -> technical (factories) -> bureaucratic (large service) -> concertive (team based)

what is microresistance?

small things people do in organizations that are subtle and hidden from management; ex. only wearing uniform while manager is around

stick to the knitting

stay focused on what they do best and avoid radical diversification

what is flooding?

sudden increase in physiological arousal, flooded with emotion

what is deconstruction?

taking apart a text to reveal social and political meanings

what are the principal criticisms of thinking of organizational culture as something an organization has?

treats culture as concrete and designed, suggests that culture is easy to change, obscures useful ideas about culture, organizational climate; objectifies culture because it de-emphasizes the complex process through which organizational culture is created and sustained

liberal approach

working within the system; cooperative and peaceful, change the wrongdoings in the workplace by working from within peacefully

can dialogue help make teams more testing of each other and more productive?

yes

is dialogue always the most appropriate way to engage in group interaction?

yes because even though it make take more time its more productive in the end

does microresistance benefit the oppressed?

yes because it creates solidarity between people going through the same thing

are such expressions of power seen as possessed by individuals?

yes because management doesn't know ideologies

are such expressions of power about relationships between individuals?

yes but this is incomplete and simplified because it ignores other forms of power

can thinking about the conflict during break prolong flooding?

yes, you are recommend to this about anything else besides the conflict