Human Relations (Ch. 5, Ch. 6, Ch. 7)
What are the steps for giving criticism and feedback?
1. Give more positive feedback than negative 2. Provide feedback immediately 3. Feedback should always be performance oriented 4. Has to be specific and it has to be accurate 5. Always start positively but end it on what changes need to be made
What are the initiating conflict resolution steps?
1. Plan to maintain ownership of the problem using the XYZ model 2. Implement your plan persistently 3. Man an agreement for change
We acknowledge the conflict but we give in
Accommodating Conflict Style
When an individual places their own needs above others
Aggressive Behavior
Respect your own needs and the other people's needs are also respected
Assertive Behavior
The process of expressing thoughts and feelings while asking for what one wants in a an appropriate way
Assertiveness
When you passively ignore the conflict; act as if it is not there
Avoiding Conflict Style
Assume that there are distinctive styles that effective leaders use consistently; that is, that good leadership is rooted in behavior
Behavioral Leadership Theories
Resolve conflict with a problem solving approach
Collaborating Conflict Style
Group of people who have stable contact that are generating/transmitting information
Communication Network
Consists of a sender who encodes a message and transmits it through a channel to a receiver who decodes it and may give feedback
Communication Process
Assertively resolve conflict through give and take
Compromising Conflict Style
Developed by Fiedler, is used to determine whether a person's leadership style is task or relationship-oriented and if the situation matches the leader's style
Contingency Leadership Theory
When people of different units or departments are coming together to share information
Cross-Functional Teams
The receiver's process of translating the message into a meaningful form
Decoding
Conflict that is considered to not be constructive
Dysfunctional Conflict
The sender's process of putting the message into a form that the receiver will understand
Encoding
When we are listening in the beginning but then we stop listening
Evaluation
The process of verifying messages
Feedback
When we resolve conflict using aggressive behavior
Forcing Conflict Style
What are the conflict management styles?
Forcing Conflict Style Avoiding Conflict Style Accommodating Conflict Style Compromising Conflict Style Collaborating Conflict Style
What are the 6 aspects of the organizational departmentalization?
Function Product Customer Divisional Territory/Geographic Matrix
Conflict that is considered to be developmental
Functional Conflict
The flow of information between colleagues and peers
Horizontal Communication
The process of influencing employees to work toward the achievement of objectives
Leadership
Assumes that there are distinctive physical and psychological characteristics accounting for leadership effectiveness
Leadership Trait Theory
When we aren't listening and we aren't paying attention
Marginal Listening
What are the levels of listening?
Marginal Listening Evaluation Projective
Physical form of the encoded information
Message
The compounded interpersonal communication process across an organization
Oganizational Communication
Grouping related activities together
Organizational Departmentalization
When an individual gives another person more respect to their needs rather than their own
Passive Behavior
Acting aggressive in a passive way
Passive-Aggressive Behavior
When we completely listen
Projective
What are the steps of the Communication Model?
Step 1: The sender encodes the message and selects the transmission channel Step 2: The sender transmits the message through a channel Step 3: The receiver decodes the message and decides whether the feedback is needed Step 4: A response or a new message may be transmitted (Feedback)
The flow of information both up and down the chain of command
Vertical Communication
Describes a problem in terms of behavior, consequences, and feelings
XYZ Model