Week 4 Communication and Conflict Resolution (3 Questions) Flashcards Preview

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Flashcards in Week 4 Communication and Conflict Resolution (3 Questions) Deck (24)
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1

What is the MOST CRITICAL LEADERSHIP SKILL?

Communication

2

Sender =

Receiver =

= sends message (written, nonverbal, verbal)

= receives the message....

this is so stupid..

3

C_____ affects sender, receiver, and overall transmission of message

Climate

4

Internal climate =

= values, feelings, temperament, stress level, listening abilities of receiver (distraction, stress)

5

External climate =

= weather, temperature, timing, status, power, authority, organizational culture, environment (ex noisy hallway)

6

Strategies

1) Leaders/manager should understand their _____'s structure and understand __ is affected by decisions
2) NOT a ___ way channel
3) Senders should seek ____
4) _____ communication methods should be used

1) organization's, who
2) one
3) feedback
4) multiple

7

Channels of communication

1) Upward =
2) Downward =
3) Horizontal =
4) Diagonal =
5) Grapevine =

1) = subordinate to superior
2) = superior to subordinate
3) = peer to peer
4) = btw individual at differing heirarchy lvls and job classifications
5) informal, haphazard, random, GOSSIP, be careful, if your gonna do it, do it in private

8

Listening - GRRRR

G
R
R
R
R

Greeting - establish + and mutual respect
Respectful listening - don't interrupt
Review - summarize message
Recommend/Request more info
Reward - recognize collaborative exchange, say thank you

9

Conflict =

- is a ____ thing, is it good or bad?

= internal or external discord that occurs as a result of differences in ideas, values, beliefs of 2+ ppl

- natural, neither good or bad

10

Too little conflict ->
Too much ->

-> Stasis
-> reduced org. effectiveness, eventual immobilization of employees

11

Conflict theory =

= conflict is neither good or bad

- produces growth OR destructive

12

Intrapersonal conflict =

Interpersonal conflict =

Intergroup conflict =

= within oneself

= btw two people

= btw groups

13

Conflict Process ->

Latent -> Felt, Perceived -> Manifest -> Conflict resolution/management -> Conflict aftermath

14

Common causes of Organizational conflict

- poor communication
- inad. defined org. structure
- individual behavior
- unclear expectations
- ind/group conflicts of interenst
- staffing changes
- diversity

15

Compromising =

= each party gives up something it wants (of equal value), win-win

16

Competing =

= one party pursues what it wants at EXPENSE OF OTHERS

(winning regardless of cost to others) win-lose

17

Cooperating/accommodating =

= opposite of competing, ONE PARTY SACRIFICES believes and allows other part to win (win-lose)

18

Smoothing =

= one party pacifies other party by FOCUSING ON AGREEMENTS rather than differences to MINIMIZE EMOTIONAL CONFLICT (rarely results in resolution though)

19

Avoiding =

= parties are aware of conflict, but choose not to acknowledge or attempt to resolve it

20

Collaborating =

= all parties set aside original goals and work together to establish a SUPRAORDINATE or PRIORITY COMMON GOAL

- mutual responsibility for reaching goal, assertive and cooperative, win win

21

Conflict Resolution Tips

- Focus on ____ of disagreement, not on _____
- Arrive at solutions acceptable to ____ concerned
- Get ___ info possible, differentiate btw facts and opinions
- Listen _____- do not prejudge
- Do not belabor how conflict ____ - concentrate on ____ from happening again
- concentrate on u_____ not a_____

- cause, personalities
- everyone
- all
- carefully
- occurred, prevent
- understanding, agreement

22

Negotiating Strategies

- use ____ statements, listen, keep open mind
- discuss i____, not personalities
- be h____
- D____ when confronted with something totally unexpected
- Know bottom line, but try not to use it
- take ____ if either party becomes angry or tired

- factual
- issue
- honest
- delay
- breaks

23

Destructive negotiation tactics =

= intimidation, manipulation, ridicule, ambiguous, inappropriate, flattery, gestures of helplessness, aggression

24

Negotiation Closure and Follow Up

- end on a ____ note
- restate final ____
- hide astonishment at your success
- make other party feel like he/she also ___
- ____ up with a m___

- friendly
- decision
- won
- follow, memo