[Chapter 8: Communication] Define Communication.
the evoking of a shared or common meaning in another person
Perceptual Screen
a window through which one interacts with another. It influences the quality, accuracy, and clarity of the communication
What are the two parts of a "message"?
thought (or content)
feeling (emotional component)
feeling (emotional component)
T/F: A language barrier is a perceptual screen.
True: it's harder to find a common meaning, so it is a screen
What is the difference b/w data and information?
Data is raw, information is processed (with meaning)
Which has form conveys more data and which conveys more information: email, flyer
email = more information
flyer = more data
flyer = more data
Briefly define the following seven steps to successful Reflective listening:
1. Affirming contact
2. Paraphrasing
3. Clarifying implicit thoughts
4. Reflecting core feelings
5. Silence
6. Eye contact
7. One way versus two way communication
1. Affirming contact
2. Paraphrasing
3. Clarifying implicit thoughts
4. Reflecting core feelings
5. Silence
6. Eye contact
7. One way versus two way communication
1. "I see", "Uh-huh", "ok"
2. paraphrase their message occasionally
3. coax out their implicit message "What's troubling you?"
4. look past explicit and implicit and find out what feelings the speaker is conveying
5. can give time to sort out thoughts
6. moderate eye contact communicates openness
7. one-way is efficient by not accurate; two-way is accurate and good for problem solving
2. paraphrase their message occasionally
3. coax out their implicit message "What's troubling you?"
4. look past explicit and implicit and find out what feelings the speaker is conveying
5. can give time to sort out thoughts
6. moderate eye contact communicates openness
7. one-way is efficient by not accurate; two-way is accurate and good for problem solving
Good managers have five communication skills in common: EEPSI (acronym). What are they?
Expressive
Empathetic
Persuasive
Sensitive
Informative
Empathetic
Persuasive
Sensitive
Informative
What percentage of communication problems can be solved by "communication policy guidelines?"
20%
What does FAME stand for and what does it mean?
Focus - give to employees
Articulate - use words employees can remember and repeat
Model - be a model for employees
Engage - demonstrate how they fit in bigger picture
Articulate - use words employees can remember and repeat
Model - be a model for employees
Engage - demonstrate how they fit in bigger picture
Defensive Communication
aggressive, malevolent messages as well as passive, withdrawn messages
T/F: One way to turn barriers into gateways is through perspective taking.
True, bitchez
Dominant Defensiveness
overt aggression and domineering behavior
"I am right and you are wrong"
"I am right and you are wrong"
What are the four types of Nonverbal communication? Briefly define each.
Proxemics - comfort zones
Kinesics - body movement/posture
Facial and eye behavior
Paralanguage - variations in speech (pitch, tone, duration, etc.)
Kinesics - body movement/posture
Facial and eye behavior
Paralanguage - variations in speech (pitch, tone, duration, etc.)
What is the relationship between personal space and temperature?
warmer regions = less personal space (Arabia)
colder regions = more space (N. America)
colder regions = more space (N. America)
What purpose do the following seating arrangements promote?
Cooperation
Communication
Competition
Non-communication
Communication
Competition
Non-communication
Communicative disease
the absence of heartfelt communication in relationships that leads to loneliness and social isolation (can lead to serious physical problems for the heart and cardiovascular system)
[Chapter 13: Conflict and Negotiation] Define: Any situation in which incompatible goals, attitudes, emotions or behaviors lead to disagreement or opposition b/w two or more people
Conflict
When dealing with conflict, which is more important: interests or positions?
interests
Functional vs. Dysfunctional Conflict
healthy conflict that brings new ideas and growth vs. unhealthy destructive disagreement
Define Groupthink. Is it bad?
a group tries to minimize all conflict in order to find a solution peacefully
Yes, it is bad. Functional conflict is good.
Yes, it is bad. Functional conflict is good.
What are the three steps in diagnosing conflict?
1. Examine the issue
2. Examine the context
3. Examine the parties
2. Examine the context
3. Examine the parties
Specialization, interdependence, common resources, goal differences, authority relationships, status inconsistencies, and jurisdictional ambiguities are factors that cause conflict in organizations.
Structural Factors
Skills/Abilities, personalities, perceptions, values and ethics, emotions, communication barriers, and cultural differences are all are factors that cause conflict in organizations.
Personal factors
What is Intrarole conflict?
conflict within a role (ie. conflicting messages from superiors)
Mastenbroek invisioned Power Networks. What three types of relationships did he invision? Which focuses on a win-lose approach? Which is characterized by a lesser employee wanting more autonomy? In which does it suck to be the middle manager?
1. equal vs equal (win-lose)
2. high vs low (autonomy)
3. high vs middle vs low (sucks to be middle manager)
2. high vs low (autonomy)
3. high vs middle vs low (sucks to be middle manager)
In a study where employees were given criticism about their work, more than XX% retorted defensively.
> 50%
XX-XX% of all internet surfing at work is not work related and 70% of companies report porn accessed on their networks.
30-40%
T/F: A Comparative Conflict Management Strategy is focused on a win-lose.
False: win-win
Due Process Non-action
setting up a conflict resolution procedure that is timely, costly, or risky so no one will use it
Superordinate goal
an effective technique of finding a common goal superior to the goal in conflict
Change structure
change the structure of an organization and create an "integrator" as a liason
Distributive bargaining
the goals of two parties are in direct conflict, resources are limited
win-lose approach
win-lose approach
Integrative negotiation
party's goals NOT exclusive
both sides can achieve their goals
both sides can achieve their goals
Conflict Management Styles are a mix between what two things?
Cooperativeness and Assertiveness
The five Conflict Management Styles are: Competing, Collaborating, Avoiding, Compromising, and Accommodating.
Which is high in Assertiveness and low in Cooperativeness?
Which is high in Assertiveness and low in Cooperativeness?
Competing
The five Conflict Management Styles are: Competing, Collaborating, Avoiding, Compromising, and Accommodating.
Which is low in Assertiveness and high in Cooperativeness?
Which is low in Assertiveness and high in Cooperativeness?
Accommodating
The five Conflict Management Styles are: Competing, Collaborating, Avoiding, Compromising, and Accommodating.
Which is low in Assertiveness and low in Cooperativeness?
Which is low in Assertiveness and low in Cooperativeness?
avoiding
The five Conflict Management Styles are: Competing, Collaborating, Avoiding, Compromising, and Accommodating.
Which is medium in Assertiveness and medium in Cooperativeness?
Which is medium in Assertiveness and medium in Cooperativeness?
Compromising
The five Conflict Management Styles are: Competing, Collaborating, Avoiding, Compromising, and Accommodating.
Which is high in Assertiveness and high in Cooperativeness?
Which is high in Assertiveness and high in Cooperativeness?
Collaborating
[Chapter 11: Power and Political Behavior] What is counter power?
when a subordinate has knowledge that their supervisor does not
Zone of Indifference
the range in which attempts to influence an employee will be perceived as legitimate
Briefly define the five sources of Interpersonal power:
Reward
Coercive
Legitimate
Referent
Expert
Reward
Coercive
Legitimate
Referent
Expert
reward- power to reward a target
coercive- power to cause an unpleasant experience to target
legitimate- agent and target agree that agent has power to influence
referent- power b/c agent is charismatic and respectable
expert- power from expert knowledge over target
coercive- power to cause an unpleasant experience to target
legitimate- agent and target agree that agent has power to influence
referent- power b/c agent is charismatic and respectable
expert- power from expert knowledge over target
Briefly define the contingencies of power:
-substitutability
-centrality
-discretion
-visibility
-substitutability
-centrality
-discretion
-visibility
substitutability- the ability to be replaced
centrality- how important group's functioning is to the success of organization
discretion- the level of autonomy in your job (if high, they probably can't do your job)
visibility- the ability of your positive value to the company to be seen
centrality- how important group's functioning is to the success of organization
discretion- the level of autonomy in your job (if high, they probably can't do your job)
visibility- the ability of your positive value to the company to be seen
Which form of power has the strongest link to performance and satisfaction?
Expert power
Which source of power is linked to organizational effectiveness, but is also the most dangerous because it could become too powerful?
Referent power
What is your anagram for the Influence tactics? What is each one?
Pin - Pressure
Ups - Upward appeals
Except - Exchange
Cock - Coalition
Issues - Ingratiation
Really - Rational persuasion
Inspire - Inspirational appeals
Cream - Consultation
In - Informational control
Sex - Silent authority
Instantly - Impression management
Pleased - Persuasion
Ups - Upward appeals
Except - Exchange
Cock - Coalition
Issues - Ingratiation
Really - Rational persuasion
Inspire - Inspirational appeals
Cream - Consultation
In - Informational control
Sex - Silent authority
Instantly - Impression management
Pleased - Persuasion
What are the soft tactics (forms of influence)?
PIIE
Persuasion
Ingratiation
Impression mgmt
Exchange
Persuasion
Ingratiation
Impression mgmt
Exchange
Kartensatzinfo:
Autor: savhighsmith
Oberthema: Information Management
Thema: Communication
Schule / Uni: UGA
Ort: Athens
Veröffentlicht: 27.04.2011
Tags: Dr. Mitchell
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