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Communication, Conflict and Negotiation

Communication, Conflict and Negotiation. MGMT 370 Ch. 15. Communication Process. Effective Communication Efficient Communication Persuasion Credibility Channels. Communication Barriers. Channels Communication skills Nonverbals Mixed messages Physical distractions Status Filtering.

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Communication, Conflict and Negotiation

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  1. Communication, Conflict and Negotiation MGMT 370 Ch. 15

  2. Communication Process • Effective Communication • Efficient Communication • Persuasion • Credibility • Channels

  3. Communication Barriers • Channels • Communication skills • Nonverbals • Mixed messages • Physical distractions • Status • Filtering

  4. Effective Communication • Active listening • Feedback • Use of space • Channel richness • Technology • Electronic grapevine • Interactive management • Management by Walking Around

  5. CONFLICT • Substantive • Emotional • Functional • Dysfunctional • Causes?

  6. Conflict Management • Conflict Resolution • Styles • Avoidance • Accommodation • Competition • Compromise • Collaboration

  7. Conflict Management • Lose-lose • Win-win

  8. NEGOTIATION • Substance goals • Relationship goals • Criteria of effectiveness • Quality • Cost • Harmony

  9. NEGOTIATION APPROACHES • Distributive • Principled • Integrative • Best Alternative to Negotiated Agreement • Bargaining zone

  10. NEGOTIATION OBSTACLES • Fixed pie • Escalation of conflict • Overconfidence • Ignoring others’ needs • Telling, not hearing

  11. THIRD PARTY RESOLUTION • Ombuds • Mediation • Arbitration • Online

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