Date post: | 19-Dec-2015 |
Category: |
Documents |
Upload: | arthur-stafford |
View: | 230 times |
Download: | 4 times |
Management 11e John Schermerhorn
Chapter 17Chapter 17
Communication and Communication and CollaborationCollaboration
Planning Ahead — Chapter 17 Study Questions
What is the communication process? How can collaboration be improved by better
communication? How can we deal positively with conflict? How can we negotiate successful agreements?
Management 11e Chapter 17 2
Study Question 1: What is the communication process?
Communication An interpersonal process of sending and receiving
symbols with messages attached to them
Key elements of the communication process: Sender Message Communication channel Receiver Interpreted meaning Feedback
Management 11e Chapter 17 3
Figure 17.1 The interactive two-way process of interpersonal communication
Management 11e Chapter 17 4
Study Question 1: What is the communication 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
Potential trade-offs between effectiveness and efficiency must be recognized
Management 11e Chapter 17 5
Study Question 1: What is the communication 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
Management 11e Chapter 17 6
Study Question 1: What is the communication process?
Persuasion and credibility in communication 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
Management 11e Chapter 17 7
Study Question 1: What is the communication process?
Communication Barrier: Information filtering Poor choice of channels Poor written or oral expression Failure to recognize nonverbal signals Physical distractions
Management 11e Chapter 17 8
Study Question 1: What is the communication process?
Information filtering Intentional distortion to make it more
favorable to the recipient Subordinates may hide unfavorable news
from the manager or make it sound better than it really is
Management 11e Chapter 17 9
Study Question 1: What is the communication 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
Management 11e Chapter 17 10
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
Management 11e Chapter 17 12
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
Management 11e Chapter 17 13
Study Question 1: What is the communication process?
Cross-cultural communication Global economy frequently creates the need
to communicate with colleagues in other countries with different cultures
Ethnocentrism Tendency to consider one’s culture superior to
any and all others
Management 11e Chapter 17 14
Study Question 2: How can collaboration be improved by better communication?
Effective communication is necessary for successful collaboration Reduce “noise” Overcome communication barriers Improve interpersonal connections Management openness Effective use of electronic media Active listening Feedback
Management 11e Chapter 17 15
Study Question 2: How can collaboration be improved by better communication?
Transparency and openness Communication transparency involves sharing
honest and complete information about the organization and workplace
Open book management Managers provide employees with
important financial information about their companies
Management 11e Chapter 17 16
Study Question 2: How can collaboration be improved by better communication?
Ways to keep communication channels open through interactive management Management by wandering around (MBWA) Open office hours Regular employee group meetings Computer-mediated meetings and video conferences Employee advisory councils Communication consultants 360-degree feedback
Management 11e Chapter 17 17
Study Question 2: How can collaboration be improved by better communication?
Using electronic media Information technologies facilitate communication The electronic grapevine speeds messages and information
from person to person Functional if information is accurate and useful Dysfunctional if information is false, distorted, or based on rumor
E-mail privacy Employer’s policy on personal e-mail Don’t assume that e-mail privacy
exists at work
Management 11e Chapter 17 18
Study Question 2: How can collaboration be improved by better communication?
Use of communication channels Channel richness is the capacity of a
communication channel to carry information in an effective manner Low channel richness is impersonal, one-way,
and fast High channel richness is personal, two-way, and
slow
Managers need to choose a channel with the appropriate richness for the communication
Management 11e Chapter 17 19
Study Question 2: How can collaboration be improved by better communication?
Management 11e Chapter 17 21
Study Question 2: How can collaboration be improved by better communication?
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
Management 11e Chapter 17 22
Study Question 2: How can collaboration be improved by better communication?
Five rules for good listening: Listen for message content Listen for feelings Respond to feelings Note all cues Paraphrase and restate
Management 11e Chapter 17 23
Study Question 2: How can collaboration be improved by better communication?
Feedback The process of telling others how you feel about
something they did or said, or about the situation in general
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
Management 11e Chapter 17 24
Study Question 2: How can collaboration be improved by better communication?
Space design Proxemics is the use of
interpersonal space Interpersonal space is an
important nonverbal cue Workspace layout is often
overlooked as a form of nonverbal communication but is being increasingly recognized for its impact on communication and behavior
Management 11e Chapter 17 25
Study Question 2: How can collaboration be improved by better communication?
Valuing culture and diversity Ethnocentrism is the tendency to consider
one’s culture superior to any and all others Ethnocentrism can cause people to:
Not listen to others Address or speak to others in ways that alienate
them Use inappropriate stereotypes in dealing with
someone from another culture
Management 11e Chapter 17 26
Study Question 3: 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, fear, and resentment, as well as personality clashes
Conflict that is well managed can help promote creativity and high performance
Management 11e Chapter 17 27
Study Question 3: 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
Management 11e Chapter 17 28
Study Question 3: 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
Management 11e Chapter 17 31
Study Question 3: How can we deal positively with conflict?
Conflict management styles: Avoidance (withdrawal)
Uncooperative and unassertive
Accommodation (smoothing) Cooperative and assertive
Competition (authoritative command) Uncooperative and assertive
Compromise Moderately cooperative and assertive
Collaboration (problem solving) Cooperative and assertive
Management 11e Chapter 17 32
Study Question 3: How can we deal positively with conflict?
Conflict management styles:
Management 11e Chapter 17 34
Study Question 3: How can we deal positively with conflict?
Structural approaches for resolving conflicts: Appealing to higher level goals Making more resources available Changing the people Altering the physical environment
Management 11e Chapter 17 35
Study Question 3: How can we deal positively with conflict?
Integrative devices for resolving conflicts: Using liaison personnel, special task forces,
cross-functional teams, or a matrix organization
Changing reward systems Changing policies and procedures Training in interpersonal skills
Management 11e Chapter 17 36
Study Question 4: How can we negotiate successful agreements?
Negotiation The process of making joint decisions when
the parties involved have different preferences
All negotiation situations are susceptible to conflict and require exceptional communication and interpersonal skills
Management 11e Chapter 17 37
Study Question 4: How can we negotiate successful agreements?
Negotiation goals and approaches: Substance goals
Concerned with outcomes Tied to the “content” issues of negotiation
Relationship goals Concerned with processes Tied to the way people work together
Effective negotiations occur when: Issues of substance are resolved Working relationships are maintained or improved
Management 11e Chapter 17 38
Study Question 4: How can we negotiate successful agreements?
Criteria for effective negotiation: Quality
Negotiating a “wise” agreement that is truly satisfactory to all sides
Cost Negotiating efficiently, using minimum resources
and time
Harmony Negotiating in a way that fosters interpersonal
relationships Management 11e Chapter 17 39
Study Question 4: How can we negotiate successful agreements?
Types of negotiation: Distributive negotiation
Focuses on claims made by each party Leads to win-lose outcomes
Principled (or integrative) negotiation … Goal is to base the outcome on the merits of
individual claims Leads to win-win outcomes
Management 11e Chapter 17 40
Study Question 4: How can we negotiate successful agreements?
Gaining integrative agreements: Separate the people from the problem Focus on interests, not on positions Generate many alternatives before deciding
what to do Insist that results are based on some
objective standard
Management 11e Chapter 17 41
Study Question 4: How can we negotiate successful agreements?
Common negotiation pitfalls: Falling prey to the myth of the “fixed pie ” Nonrational escalation of conflict Overconfidence and ignoring other’s needs Too much “telling” and too little “hearing ” Trap of ethical misconduct
Management 11e Chapter 17 43
Study Question 4: How can we negotiate successful agreements?
Ethical issues in negotiation High ethical standards should be maintained Profit motive and the competitive desire to
win sometimes lead to unethical behavior Unethical negotiating behavior can lead to
short-term gains but long-term losses
Management 11e Chapter 17 44
Study Question 4: How can we negotiate successful agreements?
Third-party dispute resolution Mediation
Involves a neutral third party who tries to improve communication between negotiating parties and keep them focused on relevant issues
Arbitration Involves a neutral third party who acts as a judge
and issues a binding decision
Management 11e Chapter 17 45
For activities and assessments, please visit…
www.wiley.com/college/schermerhorn