Management 2
Terms
undefined, object
copy deck
- What is the lowest acceptable outcome in negotiation?
- Resistance points
- What are the advantages and disadvantages to written communication?
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Adv. - Revision possible, permanent record, receiver cand read and reread whenever they want
Disadv. - sender does not control the delivery, feedback is not immediate, sender has to anticipate the receiver's questions - What is negotiation?
- A process by which parties with different interests make a joint decision and/or come to an agreement
- What are the adv. and disadv. to electronic media?
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Adv. - similar to written, but add speed and efficiency, esp. over large distances
Disadv. - similar to written, but add confidentiality problems, "flaming" occurs - What is integrative bargining?
- win-win possible (optimal)
- What is closure?
- The tendency to fill in the gaps when information is missing. We assume that what we don't know si consistent with what we do know
- What are the keys to effective negotiation?
- research (opponent and situation), start positive, address problems (not personalities), pay little attention to opening offers, emphasize win-win, seek third-party involvement if necessary
- What are the two types of oral communication?
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Verbal
Nonverbal - What is distributive bargaining?
- zero-sum or competitive
- What is coaching and mentoring?
- Communicating with someone for the direct purpose of improving the person's work performance
- How do you become an empathetic listener?
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Show your desire to understand
Listen first
Talk about what's important to the other
Reflecting feelings
Focus on the emotional part of the message
More than just restating words - What is perception?
- The process by which individuals make sense of their world
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What are the 4 Cross-Cultural Temporal Concepts?
Describe each. -
Appointment time: how punctual you must be
Schedule time: time when projects should be completed
Discussion time: how much time should be spent in discussions
Acquaintance time: how much small-talk is required - What are 4 ways to improve formal communication?
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Decrease reliance on downward communication
Increase chances for upward communication
Encourage much greater use of horizontal communication
Be aware of communication problems - How to improve reception
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Company hotlines:call and leave annonymous comments
Survey feedback: info gathered from questionnaires
Informal meetings with top exec.: directly "hear" employees
Gainsharing - What is oral communication?
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From face-to-face to video conferencing
A rich, popular medium - How to get effective feedback?
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Set an agenda
Focus on specific behaviors
Keep feedback impersonal and goal-oriented
Make feedback well-timed
Ensure understanding
Negative feedback for improvement
"Sandwich" approach but get to the point - What is written communication?
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From letters to e-mail
Good for conveying info - What is the traditional, human relations, and interactionist view of conflict?
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Traditional:it should be eliminated
Human relations: is natural and inevitable
Interactionist: some conflict is necessary for effective funcitoning of the organization, most common view today - What is the goal of communication?
- Common understanding
- What are languages?
- words have different meanings to different people, especially different technical "languages"
- What is communication?
- Exchanging information and conveying meaning to others
- What are the two perceptual problems?
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Selective perception
Closure - How do you manage the grapevine? 4 things
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Don't withhold info from it
Don't punish those who use it
Feed info to it
Use if as a source of info - What are the 2 communication medium?
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Oral communication
Written communication - What are informal communication channels?
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Transmitting messages outside the formal communication channels
The grapevine - What is selective perception?
- receiving only selected parts of a message (hearing or seeing only what you want to)
- What are the adv. and disadv. to oral communication?
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Adv. - two-way, immediate feedback, more cues, usually most persuasive of all channels
Disadv. - poorly thought out times, no permanent record - What are the 5 barriers to effective communication?
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Filtering
Selective Perception
Emotions
Languages
Nonverbal cues - GE's e-business Mentoring program
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Introduced in 1999 by Jack Welch
All were mentored
1000 young GE professionals are the "e-business experts" as mentors
Goal - management 100% proficient in the internet, e-mail, ... - What are some perceptual filters?
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How people experience stimuli
Personality, psychology, experience-based differences - How to make effective presentations?
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Have effective intro
Be organized
Design content to fit audience
Use supporting visuals effectively
Reiterate the conclusion
Project confidence -
What are the 3 formal communication channels?
Describe each. -
Downward comm. - top down
Upward comm. - bottom up
Horizontal - within a level - How can organizational members improve communication?
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Increasing their use of feedback
Simplify the language used
Listen actively
Constrain our emotions
Be aware and careful with your nonverbal communication
Be empathetic to your reciever - What are nonverbal cues?
- words and nonverbals may be inconsistent
- What is counseling?
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Communicating with someone about non-job related issues
Issues may be affecting a person's performance - How to develop active listening skills
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Make eye contact
Exhibit affirmative nods
Avoid distracting actions or gestures
Ask questions
Paraphrase
Avoid inturrupting
Don't overtalk, encourage others to speak
Smooth transitions between speaker and listener - What are the five levels of listening from the lowest to the highest?
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Ignoring
Pretending
Selective Listening
Attentive Listening
Empethetic Listening - What are emotions?
- messages are interpreted differently on the emotions of the receiver at the time the message is sent/received
- What are the verbal/nonverbal communication amount percentages?
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Words(verbal):10%
Sounds(paralanguage):30%
Body Language(kinesics):60% - What is filtering?
- deliberate manipulation of information to make it more favorable to the reciever
- What are the two types of nonverbal communication?
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Body language(kinesics):facial expressions, gestures, movements or postures of the body
Verbal intonation(paralanguage):emphasis given to words or phrases, by pitch, tone, rate, volume, pattern, ... - How to write effective reports?
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Organize ideas-outlines, headings
State objectives in intro and conclusion for green and blue personalities
Use tables and charts
Write clearly and concisely - Why are informal communication channels highly accurate?
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Information is timely
Senders seek feedback
Accuracy can be verified