Effective Communication, Conflict Resolution & Negotiation Skills

Management Fundamentals - Chapter
17
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Effective Communication,
Conflict Resolution

Management Fundamentals - Chapter 17 2
Workshop Agenda
 What is the communication process?
 How can communication be improved?
 How does perception influence communication?
 How can we deal positively with conflict?
 How can we negotiate successful agreements?

Study Question 1: What is the communication
process?
Communication
–An interpersonal process of
exchanging information, ideas,
feelings and emotions, through
speech, signals, writing or
behavior.

Key elements of the
communication process:
Sender
Message
Communication
channel
Receiver
Interpreted
meaning
Feedback
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Effective Communication Skills 5
Figure 17.1 The interactive two-way
process of interpersonal communication.

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process?
Effective and efficient communication:
– Effective communication
• Occurs when the intended meaning of the sender is
identical to the interpreted meaning of the
receiver.
– Efficient communication
• Occurs at a minimum resource cost. Expended time
is important resources in the communication
process. Ex. Email vs Face to Face.

Effective and efficient communication:
8

process?
 Persuasion and credibility in communication.
– Communication is used for sharing
information and influencing other people.
– Persuasion is getting someone else to support
the message being presented.
– Horizontal structures and empowerment are
important contexts for persuasion.

process?
 Persuasion and credibility in communication
(cont.).
– Expert power and referent power are essential
for persuasion.
– Credibility involves trust, respect, and integrity
in the eyes of others.
– Credibility can be built through expertise and
relationships.

Study Question 1: What is the communication process?
Sources of noise in communication:
Poor choice of
channels
Poor written or
oral expression
Failure to
recognize
nonverbal signals
Physical
distractions
Status effects
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process?
 Poor choice of channels.
– Choose the channel that works best.
– Written channels work for messages that:
• Are simple and easy to convey.
• Require extensive dissemination quickly.
• Convey formal policy or authoritative directives.
– Spoken channels work best for messages that:
• Are complex or difficult to convey where immediate feedback
is needed.
• Attempt to create a supportive, even inspirational, climate.

process?
 Guidelines for making oral presentations:
– Be prepared.
– Set the right tone.
– Sequence points.
– Support your points.
– Check your technology.
– Don’t bet on the Internet.

Study Question 1: What is the
communication process?
 Failure to recognize nonverbal signals.
– Nonverbal communication takes place through
gestures, facial expressions, body posture, eye
contact, and use of interpersonal space.
– Mixed messages occur when a person’s words and
nonverbal signals communicate different things.
– The growing use of communication technologies
causes important nonverbal communication to be
lost.

Study Question 1: What is the
communication process?
 Physical distractions.
– Include interruptions from telephone calls,
drop-in visitors, a lack of privacy, etc.
– Can interfere with the effectiveness of a
communication attempt.
– Can be avoided or at least minimized
through proper planning.

process?
 Status effects.
– Occur when an organization’s hierarchy of
authority creates a barrier to effective
communication.
– Status effects include:
• Filtering — the intentional distortion of
information to make it appear favorable to the
recipient.
• Subordinates acting as “yes men.”

Study Question 2: How can communication
be improved?
 Active listening.
– The process of taking action to help someone say
exactly what he or she really means.
 Rules for active listening:
– Listen for message content.
– Listen for feelings.
– Respond to feelings.
– Note all cues, verbal and nonverbal.
– Paraphrase and restate.

be improved?
 7 steps for good listening:
– Stop talking.
– Show that you want to listen.
– Remove any potential distractions.
– Empathize with the other person.
– Don’t respond too quickly; be patient.
– Don’t get mad; hold your temper.
– Go easy on argument and criticism.

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be improved?
 Feedback.
 Constructive feedback guidelines:
– Give it directly.
– Make it specific.
– Give it when the receiver is willing/able to accept it.
– Make sure it is valid.
– Give it in small doses.

Study Question 3: How does perception
influence communication?
Perception.
– The process through which people receive and
interpret information from the environment.
– People can perceive the same things or
situations differently.
– People behave on the basis of their
perceptions.

Figure 17.3 Perception and
communication.

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Study Question 4: How can we deal
positively with conflict?
Conflict.
– A disagreement between people on:
• Substantive issues regarding goals and tasks,
allocation of resources, distribution of rewards,
policies and procedures, and job assignments.
• Emotional issues arising from feelings of anger,
distrust, dislike and fear.
– Conflict that is well managed can help
promote creativity and high performance.

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Study Question 4: How can we deal
positively with conflict?
Functional conflict.
– Moderately intense conflict.
– Constructive and stimulates people toward
greater work efforts, cooperation, and
creativity.
Dysfunctional conflict.
– Low-intensity and very high-intensity conflict.
– Destructive and hurts task performance.

Figure 17.4 The relationship between
conflict and performance.

Study Question 4: How can we deal positively
with conflict?
 People’s conflict management styles reflect
different combinations of cooperative and
assertive behavior.
– Cooperativeness is the desire to satisfy the
other party’s needs and concerns.
– Assertiveness is the desire to satisfy one’s own
needs and concerns.

Figure 17.5 Alternative conflict
management styles.

Study Question 4: How can we deal positively
with conflict?
Conflict management styles:
– Lose-lose conflict.
• Management by avoidance or accommodation.
– Win-lose conflict.
• Management by competition and compromise.
– Win-win conflict.
• Management by collaboration.

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Collaborating Far kaliya fool
ma dhaqdo
Avoiding
Banaankiisa
mare
maradiisa geed
ma qabsato
Competing
Nin aan
shantaadu ka
reebin sharci
kama reebo
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END
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Effective Communication, Conflict Resolution & Negotiation Skills

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