CMS 313M Test 2

Why is managing conflict in organizations important?

Conflict is a healthy part of an organization; you're going to get into conflict with people you're working with if you're doing it right. THEREFORE it is important to use conflict in a healthy, productive way to come to solutions and work interdependently

Explain the spiral of negativity in conflict (hint: criticism, contempt, defensiveness, withdrawing).

Conflict spiral: 4 horseman of conflict: Criticism (poorly given, poorly received) → Contempt → Defensiveness → Stonewalling/withdrawing

In what sense are organizational communication and culture intertwined? Provide examples.

Culture enables and constrains organizational communication. (culture emerges through communication) Ex. Vienna sausage

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

Disneyland is presented as "family" company where the the employees are very intertwined and persona/work lives mix. However rift began to development as management began to be seen as emotionless and not caring of the average employee.

What is the dialectic of control?

Ideology can come to power because people allow it to be, organization values become internalized

How do the "entrepreneurship," IBM, and flair (Office Space) stories illustrate the concepts of ideology and power?

Ideology- how things are and how things should be Hegemony- a subordinate group that accepts the domination of the dominant group

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

If you clarify your goal, you know your exact expectations. Therefore, your solution can be more tailored to fit your goal.

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.

Define interdependence

for me to do my job, you have to do your job

Define close relations to the customer

gear decisions and actions to the needs of the customer

Define multi level in relation to conflict in organizations

goals and conflicts come from lots of different levels of analysis; not just people involved but the groups people belong to; can also come from outside the organization

What makes the critical approach distinct from the other approaches to studying organizations?

Relates to the frame of reference; it's about an imbalance of power

What types of identity goals are common in most conflict?

Relationship

Define interactive

not conflict until it is expressed, must be interactive

When can goal-shifting occur?

When the goal is not clarified in the beginning. The Incredibles mom/dad argument clip. [The Incredibles example: what does it mean to be a good parent in this family?; conflict switches from task goal to identity and relationship goals.]

Can dialogue help foster alignment in teams and organizations?

Yes

Can thinking about the conflict during a break prolong flooding?

Yes

Are such expressions of power about relationships between individuals?

Yes they are but it is incomplete because it ignores other forms of power possessed by others. AKA it is a simplified way of looking at power. (yes because it's a question about who has the power, and individuals making choices)

Are such expressions of power seen as possessed by individuals?

Yes, (yes because management doesn't own ideologies)

Can dialogue help make teams more trusting of each other and more productive?

Yes, they're coming to an understanding of each other's needs

Define radical feminists

believe that emancipation for women can occur only through the destruction of male-dominated institutions or through the total separation of women from these institutions

Define liberal feminists

believe that remedies for female subordination should come from within the system and women should work to gain their fair share of control in institutions currently run by men

What is resistance?

considers how workers can exert counter-pressure on this exercise of power and control; Resistance is in knowing. Just having the understanding of the power imbalance in organization is a form of resistance.

Define hands-on/value driven

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

Define autonomy and entrepreneurship

encourage employees to take risks in the development of new ideas

Define productivity through people

encourage positive and respectful relationships among management and employees

Define simultaneous loose-tight properties

exhibit both unity of purpose and the diversity necessary for innovation

What is emancipation?

"the liberation of people from unnecessarily restrictive traditions, ideologies, assumptions, power relations, identity formations, and so forth, that inhibit or distort opportunities for autonomy, clarification of genuine needs and wants, and thus greater and lasting satisfaction"

What are the conflict management styles?

- Avoidance - Accommodation - Compromise - Collaboration - Competition

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

- Expertise - Effort and interest: "person who does the leading is the leader" - Attractiveness: charisma; similar to referent power - Location and position: not always top dog that "runs show"; ex: asst to manager might know more - Coalitions: group; power in numbers - Rules: can protect you - Culture: Disney example; used "culture" as power over economic growth/$ hungry mgmt

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 or computer programs. - Bureaucratic: Based on the power of hierarchical structure and the rational-legal rules that emanate from the bureaucratic structure. - Concertive Control: (ex. Office Space: wear more flair; express yourself; tries to convince her the chachkies way is the right way; you shouldn't just wear more flair you should want to wear more flair) - Identification: coming to hold the organization's values as your own values. Discipline- discipline is carried out by the individuals being controlled; individuals are self-disciplining.

What alternative view of power do critical scholars suggest?

- Traditional approach: considers power to be a relatively stable entity that people or groups possess. - Symbolical approach: views power as a product of communicative interactions and relationships - Radical-Critical approach: considers the "deep structures" that produce and reproduce relationships in organizational life; these theorists contend there are inherent contradictions between "surface structure" and the deep structure of power that must be explored. [explore the ways in which economic, social, and communicative relationships produce and maintain organizational power relationships]

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 >> The prescriptive approach assumes that there is a single cultural formula for achieving organizational success. Treating culture as a thing an organization has objectifies culture because it de-emphasizes the complex process through which organizational culture is created and sustained.

How could clarifying goals while highlighting interdependence assist in managing conflict?

> Clarify goals- more likely to find a solution; don't forget that goals are not just task goals, there are three types and multilevel. > Highlight interdependencies and overlap- Helps move away from emotions/keep them at bay to work on conflict productively.

Explain the unitary, pluralist, and radical frames for organizational communication?

- Unitary frame of reference, emphasis is placed on common organizational goals, conflict is seen as rare and negative, and power is in the natural prerogative of management - Pluralist frame of reference, organizations consist of many groups with divergent interests, conflict is seen positively as "an inherent and ineradicable characteristic of organizational affairs." - Radical frame of reference, the organization is viewed as a "battleground where rival forces strive for the achievement of largely incompatible ends," conflict and power are seen as reflections of larger class struggles in society.

Explain the four functions of ideology?

-Representing the interests of a few as the interests of all. -Denies system contradictions. -Naturalizes the current state as fixed -Controls as hegemony.

What are Peters and Waterman's characteristics of an "excellent culture"?

1. A bias for action 2. Close relations to the customer 3. Autonomy and entrepreneurship 4. Productivity through people 5. Hands on, value-driven 6. Stick to the knitting 7. Simple form, lean staff 8. Simultaneous loose/tight policies

Explain each of the "framing devices" used from sexual harassment narratives?

1. Accepting dominant interests- sexual harassment accepted or justified as less important problem than other managerial concerns 2. Simple misunderstanding- sexual harassment accepted or justified as "mere flirting" 3. Trivialization- sexual harassment accepted or justified as "a harmless joke" 4. Denotative hesitancy- sexually harassing encounter not defined by the term sexual harassment 5. Public/private expression-public/private domain- sexual harassment described as part of private-rather than public- life or described using private forms of expression (ex. Embarrassment, fear)

What lessons about dialogue can we draw from our analysis of the 12 Angry Men clips?

1. Collegiality: This point was not obvious in the film, but all the jury members were equal. 2. Suspending assumptions: The goal is trying to understand other points of view on an issue or problem. 3. Spirit of inquiry and reflection: Another subtle difference over the four clips is that the jurors (with a few notable exceptions) started to listen to each other differently. Asking questions is a way to listen more deeply and carefully. 4. Role of facilitator: The jury foreman had an opportunity to try to encourage a particular sort of conversation. 5. Overcoming barriers to dialogue: Getting past the polite surface in difficult conversations is tough. 6. Focus on specific communication behaviors: It's easy to say we should involve everyone or keep an open mind, but hard to do.

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

1. Values are the beliefs and visions that members hold for an organization 2. Heroes are the individuals who come to exemplify an organization's values. These heroes become known through the stories and myths of an organization. 3. Rites and Rituals are the ceremonies through which an organization celebrates its values. 4. The cultural network is the communication system through which cultural values are instituted and reinforced. The cultural network can consist of both formal organizational channels and the informal interaction of employees.

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

20 mins

Define acceptance and independence identity goals

Acceptance - fundamental need, we want to be liked Independence - fundamental need, we want to be seen as confident

How have these forms developed over time?

As the forms of control became more complex, so did the power in them.

How does each 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 others and low self Compromise: Average others and average self Competition: Low others and high self Collaboration: High others and high self

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

Because it means that incompatibility between goals is complicated and subjective- people differ highly in their perceptions.

What is deconstruction?

Breaking down the ideologies that exist to understand how they work in an org

Explain Clair's study of the framing of sexual harassment.

Clair argues that the frames women use when talking about sexual harassment often serve to reinforce the dominant ideology. That is, viewing sexual harassment as a "misunderstanding" or "harmless flirting" normalizes and even supports the patriarchal underpinnings of the workplace.

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

Conflict centers on perceived incongruities between goals

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. Just because you believe something does not mean you will act according to those beliefs. For example, a company could have the espoused value of being green and good for the environment but when you work for the company you could find that they do not follow it.

What is dialogue?

Form of interaction that seeks understanding through inquiry and divergence

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. "relentless criticism of all existing conditions, relentless in the sense that the criticism is not afraid of its findings and just a little afraid of the conflict w/the powers that be"

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

Highlighting the aspect that not everyone in an org is on the same footing.

Explain how cultural performances are interactional, contextual, episodic, and improvisational.

Interactional- 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

Does micro-resistance benefit the oppressed? Why or why not?

It does, it gives them a way to vent and create solidarity

Why is such a conception of power incomplete?

It is incomplete because there are other forms of power within individuals that this concept doesn't address

Explain the Level 1 of culture in Schein's model? Provide examples.

Level 1: Behaviors & Artifacts- Visible evidence of the culture= architecture, furniture, technology, dress, written docs, art, job titles, awards, forms of address, decision-making style, comm during meetings

Explain the Level 2 of culture in Schein's model? Provide examples.

Level 2: Espoused Values- How things ought to be done in the organization= safety, innovation, diversity, hard work

Explain the Level 3 of culture in Schein's model? Provide examples.

Level 3: Basic Assumptions-Shared among members, unspoken beliefs= about reality/ truth, time, space, human nature/activity/relationships (Mistakes are okay, diversity = success, #1 no matter what)

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

Looking for the qualities that make an organization what it is.

What is hegemony?

Process in which a dominant group leads another group to accept subordination as their norm. Manufactured consent in which employees willingly adopt and reinforce hierarchical power structures

What are the primary emphases of critical approaches?

Making people aware of how they are being oppressed so that they can facilitate change

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

No because there are always multiple goals when you are talking about a large group of people. Investors have a different goals than management etc. there are competing goals.

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

No it takes a lot of time, it's situational.

Are organizational members equally aware of all three levels in the model? Explain.

No, because cultures are symbolically constituted, complicated, emergent and fragmented (not everyone is aware of it) most of the awareness happens below the surface, people only become aware of it in moments of reflection. (Emergent- they are not designed. Fragmented- there is not just one culture, individuals are in multiple cultures.)

If you feel flooded, should you immediately stop talking and move away?

No, you should tell the other person you need a break and then take a break.

How does the dialect of control suggest the potential for resistance?

Once you recognize the part you play in the system and even though you are the one that is oppressed, you then have the ability to change it.

What is a cultural performance?

Organizational culture should concentrate on the communication process through which culture is created. These processes can be conceptualized as "performances" that are interactional, contextual, episodic, and improvisational.

Define reference power

Person A has power over Person B because Person B wants to be like (wants to emulate) Person A (e.g, mentors, charismatic leaders). (the person with power has power because others want to be like them, charisma)

Define expert power

Person A has power over Person B, because Person A has some expertise that the the person needs but doesn't have (e.g, tech support, technical professionals). (person has some knowledge that others do not; power imbalance)

Define reward power

Person A has power over Person B, because they can give them some reward (pay, status, award) for B's compliance. (professor can offer extra credit)

Define coercive power

Person A has power over Person B, because they can punish them in some way (poor work assignments, relocation and demotion) (power to punish ex. power to dock pay)

Define legitimate power

Person A has power over person B, because of an organizational structure like a hierarchy. (power that stems from rational-legal authority (power by authority)Ex: power based on the office/position you hold)

Provide examples of indicators in organizational cultures.

Rituals/Ceremonies- Pawnee Harvest Festival, Dundees Metaphors- time is money, we're family here Stories- The apple story at Leo Burnett, the Vienna Sausage company new building story Heroes- Bill Gates, Steve Jobs Values- employee handbook, talk about living our values Artifacts- The apple at Leo Burnett Communication Rules- how do people in the organization talk to each other

Explain the indicators of organizational culture that we discussed.

Rituals/Ceremonies- what events do they do Metaphors- how do they compare and explain things Stories- important themes ideologies in organizations Heroes- who the organization values 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?

What is flooding?

Rush of adrenaline you get during an argument; fight or flight response many people have when in an argument

Explain Schein's model of culture.

Schein defines culture as: - Group phenomenon - Striving toward patterning and integration - Pattern of basic assumptions (reflections of culture) - Emergent and developmental process (environment) -----External (market forces - ie, "being green") -----Internal (structures & processes reflect and reinforce culture) - Socializing aspect ("learn the ropes")

What are the implications of treating culture as constituted symbolically (e.g., culture as complicated, fragmented, and emergent)?

Seeing cultures this way takes into account the complexity of organizational culture, they are not planned, they are not unitary, and they are often ambiguous. Not just that the org is something we can examine like an objective definition. It is looking at communication and interaction as a way of seeing how an organization is.

What is micro-resistance? Provide examples.

Small things that people do in organizations; only wearing your uniform while the manager is around

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, etc.

Explain task, identity, and relationship goals?

Task Goals- Focused on getting something done Identity Goals- Focused on self Relationship Goals- Focused on interaction with others

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

Task goals

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

The approaches to organizational communication we have already seen used unitary or pluralist frames of reference. For example, Classical approach=unitary frame of reference, same with HR approach to some extent. Systems approach and cultural approach tend to take the pluralist frame of reference, by considering the management of divergent subgroup interests. Critical and feminist approaches turn to the radical frame of reference by considering organizations as sites of domination.

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

The difficulty is figuring out what artifacts mean, how they interrelate, what deeper patterns, if any, they reflect. Artifacts will not mean the same thing to everyone in the culture; they are up for interpretation

What is ideology?

The taken for granted assumptions about reality that influence perceptions of situations and events". - Refers to more than a set of attitudes or beliefs

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".

How are these frames related to the concept ideology?

These frames, when applied, turn the sexually harassing encounter into a situation that fits into the ideology of the organizations, one that flows with members' feelings and attitudes about how things ought to be, be it refusing to label the encounter as sexual harassment or shrugging it off as flirting.

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 is the underlying assumption in feminist approaches to organizational communication?

This approach begins with the idea that organizations in their traditional and bureaucratic forms are inherently patriarchal. Traditional views of organizational communication place importance on individualism, cause-and-effect thinking and autonomy; in this type of workplace, stereotypically male characteristics are the most valued commodities.

What nonverbal expressions are especially relevant in conflict situations? Why?

Tone of voice, emotions; are you actually upset or in a bad mood? Do you have a domineering posture? Did you roll your eyes?

Define pluralistic feminists

a hybrid form of feminism; suggests that even in feminist organizations there are pragmatic contingencies that constrain an idealistic view feminism; developing pluralist feminism means becoming "responsive to the needs of organizations that seek social change yet cannot fully embrace antibureaucratic, countercapitalist ideals and practices."

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.

Define postmodern feminists

attempt to "deconstruct" male-dominated meaning systems in order to highlight women's perspectives

Define simple form, lean staff

avoid complex structures and divisions of labor

Define a bias for action

react quickly and do not spend excess time planning and analyzing

What is goal-shifting?

shifts between interdependence, interactive, multilevel goals. Moving from goal to goals

Define stick to the knitting

stay focused on what they do best and avoid radical diversification

Define goals and the different types

task goals- what needs to get done identity goals- who am i, who are you, power struggle relationship goal- how we relate to each other

Define standpoint feminists

work to enhance the opportunity for a variety of marginalized voices to be heard within societal dialogue