MGT 605 Chapter 9 and 10

Conciliation

A third party builds a positive relationship between the parties and directs them toward a satisfactory settlement

Arbitration

A third party is involved and usually has the authority to impose a settlement on the parties

Integrative negotiation

A win-win negotiation in which the agreement involves no loss to either party

constructive conflict

Adaptive, positive conflict (also called functional conflict). balance the interests of both parties to maximize mutual gains and the attainment of mutual goals.

Mediation

An impartial third party (the mediator) facilitates a discussion using persuasion and logic, suggesting alternatives, and establishing each side's priorities

Distributive negotiation

Any gain to one party is offset by an equivalent loss to the other party

Noise

Anything that blocks, distorts, or changes in any way the message the sender intended to communicate

Active listening

Becoming actively involved in the process of listening to what others are saying and clarifying messages' meaning

Filtering

How we reduce the amount of information being received to a manageable amount

Avoiding

Ignoring the conflict or denying that it exists

alternative dispute resolution

Involving a third party in a negotiation to overcome a stalemate between the parties

Selective perception

When we selectively interpret what we see based on our interests, expectations, experience, and attitudes rather than on how things really are

Ambiguity

meaning occurs when the receiver is not sure what the sender meant. (Does "we need to do this" mean now or next year?) Ambiguity of intent means the receiver is uncertain about the message's consequences. (What am I supposed to be doing to "do this"?)

Verbal intonation

The emphasis given to spoken words and phrases

message

The encoded information

Organizational communication

The exchange of information among two or more individuals or groups in an organization that creates a common basis of understanding and feeling

channel

The medium used to send the message

social network

The set of relationships among people connected through friendship, family, work, or other ties

Communication

The transmission of information from one person to another to create a shared understanding and feeling

Decoding

Translating the message back into something that can be understood by the receiver

Body language

A body movement such as a gesture or expression that conveys information to others

Feedback

A check on the success of the communication

Compromising

A conflict management style in which each side sacrifices something in order to end the conflict

Collaborating

A conflict management style reflecting a desire to give both parties what they want

Accommodating

A cooperative conflict management style

Task conflict

A disagreement about the task or goals

Conflict

A disagreement through which two or more parties perceive a threat to their interests, needs, or concerns

Negotiation

A process in which two or more parties make offers, counteroffers, and concessions in order to reach an agreement

Nonverbal communications

Communications that are not spoken or written but that have meaning to others

Process conflict

Conflict about how to accomplish a task, who is responsible for what, and how things should be delegated

values conflict

Conflict arising from perceived or actual incompatibilities in belief systems

relationship conflict

Conflict due to incompatibility or differences between individuals or groups

Conflicts of interest

Conflict due to incompatible needs or competition ever perceived or actual resource constraints

Structural conflict

Conflict resulting from structural or process features of the organization

Vertical conflict

Conflict that occurs across different hierarchical levels in the organization

Information conflict

Conflict that occurs when people lack necessary information, are misinformed, interpret information differently, or disagree about which information is relevant

Encoding

Converting a thought, idea, or fact into a message composed of symbols, pictures, or words

low-context cultures

Cultures that rely on words to convey meaning

dysfunctional conflict

Destructive conflict focused on emotions and differences between the two parties

information push

Occurs when information is received that was not requested

information pull

Occurs when someone receives requested information

Competing

Pursuing one's own interest at the expense of the other party

high-context cultures

Situational and nonverbal cues are used to convey meaning

ombudsman

Someone who investigates complaints and mediates fair settlements between aggrieved parties