Chapter 18 Final Exam Flashcards Preview

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Flashcards in Chapter 18 Final Exam Deck (31)
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1

Communication

The process of sending and receiving symbols with meanings attached

2

Noise

Anything that interferes with the effectiveness of communication

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Types of Noise

Semantic problems, absence of feedback, improper channels, physical distractions, status effects, and cultural differences

4

Common Sources of Noise

Informational filtering, poor choice of channel, poor written/oral expression, failure to recognize nonverbal signals, and physical distrations

5

Information Filtering

The intentional distortion of information to make it appear most favorable to the recipient

6

Communication Channels

The pathway through which a message moves from sender to receiver

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Nonverbal Communication

Takes place through gestures and body lauguage

8

Proxemics

Involves the use of space in communication

9

Conflict

A disagreement over issues of substance and/or an emotional antagonism

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4 Types of Conflict

1) Substantive Conflict
2) Emotional Conflict
3) Functional Conflict
4) Dysfunctional Conflict

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Substantive Conflict

Involves disagreements over goals, resources, rewards, policies, procedures, and job assignments

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Emotional Conflict

Results from feelings of anger, distrust, dislike, fear, and resentment, as well as from personality clashes

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Functional Conflict

Constructive and helps task performance

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Dysfunctional Conflict

Destructive and hurts task performance

15

5 Interpersonal Styles of Conflict Management

1) Avoidance
2) Accommodation
3) Competition
4) Compromise
5) Collaboration

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Avoidance

Pretends that a conflict doesn't really exist

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Accommodation

Plays down differences and highlights similarities to reduce conflicts

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Competition

Uses force, superior skill, or domination to "win" a conflict

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Compromise

Occurs when each party in the conflict gives up something of value to the other

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Collaboration

Involves working through conflict differences and solving problem so everyone wins

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3 Results of Conflict Management

1) Lose-Lose Conflict
2) Win-Lose Conflict
3 Win-Win Conflict

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Lose-Lose Conflict

No one achieves his or her true desires, and the underlying reasons for conflict remaining unaffected

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Win-Lose Conflict

One party achieves its desires, and the other party does not

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Win-Win Conflict

The conflict is resolved to everyone's benefit

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Negotiation

The process of making joint decisions when the parties involved have different preferences

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Bargaining Zone

The space between one party's minimum reservation point and the other party's maximum reservation point

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3 Types of Third-Party Dispute Resolution Strategies

1) Mediation
2) Arbitration
3) Ombudsperson

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Mediation

A neutral party tries to help conflicting parties improve communication to resolve their dispute

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Arbitration

A neutral third party issues a binding decision to resolve a dispute

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Ombudsperson

A designated neutral third party who listens to complaints and disputes in an attempt to resolve them