Communication

Conflict and Negotiation

Communication
 MANAGEMENT
Functions of
Communication
FEEDBACK

EMOTIONAL SHARING

PERSUASION

INFORMATION EXCHANGE
 The Communication Process

Sender Receiver

Message Encoding Chanel Message Message

to be sent Message received decoding

Noise

Feedback
 Direction of Communication
Communication that flows from
one level of a group or
organization to a lower level

Downward
Communication
Communication between members
Flows to a higher level
of the same workgroup, members at
in the group of Upward Lateral the same level in separate
organization Communication Communication workgroups, or any other
horizontally euivalents workers
Formal Small- The Grapevine
Group Networks

Chain, wheel, all channel. The informal communication

network in a group or
organization.
 Modes of Communication

Oral Communication Written Communication Nonverbal Communication

• Meetings • Letters • Body Movement

• Video Conference and • Power Point • The intonations
Call Conference • Email • Facial expresions
• Telephone • Instant Messaging • Physical Distance
• Text Messaging
• Etc
 Choice of Communication Channel
Channel Richness : The amount of information that can be transmitted during a communication episode.

Information Richness and Communication Channel

Choosing Communication Method

• Oral/face time Communication

• Written Communication Information Security
• Letters
Security is a huge concern for
• Instant messages organizations with private or
• Text message proprietary information about
• Social media client, customers, and
employees.
• Apps
• Blog
• Nonverbal
Persuasive Communication
Automatic and Controlled Processing
Automatic Processing
A relatively superficial consideration of evidence and information
making use of heuristics

Controlled Processing
A detailed consideration of evidence and information relying on
facts, figures, and logic

Type of processing an audience will use

Interest Level

Prior Knowledge

Personality

Message Characteristics

Choosing the Message

Barriers to Effective Communication
Filtering
•A sender’s manipulation of information so
that it will be seen more favorably by the
receiver.
Information Overload
•A condition in which information inflow
exceeds an individual’s processing
capacity.
Language
•When we are communicating in the same
language, words mean different things to
different people.
Communication
Apprehension
•Undue tension and anxiety about oral
communication, written communication, or
both.
Selective Perception
•The receivers in thecommunication
process selectively see and hear based
om their needs, motivations, experience,
backgrounds, and other personal
characteristics.
Emotions
•We may interpret the same message
differently when you’re angry or distraught
than when you’re happy.
Silence
•Silence can also be a simple outcome of
information overload, or a delaying period
for considering a response.
Lying
•There are no nonverbal or verbal cues
unique to lying.
 CULTURAL FACTORS

Cultural Barriers
1. Barriers caused by
semantics
2. Barriers caused by word
connotations
3. Barriers caused by tone
differences
4. Differences in tolerance for
conflict and methods for
resolving conflicts

Cultural Context A Cultural Guide

1. High Context Cultures : We often don’t communicate
Cultures that rely hevily on well with people outside of our
nonverbal and subtle culture because we tend to
situational cues in generalize from only their
Cross cultural factors clearly create the potential for communication. cultural origin.
increased communication problems. A gesture that is 2. Low Context Cultures :
well understood and acceptable in one culture can be Cultures that rely heavily on
meaningless or lewd in another. words to convey meaning in
communication.
REDUCE MISINTERPRETATIONS WHEN COMMUNICATING WITH
PEOPLE FROM A DIFFERENT CULTURE

Know yourself

Foster a climate of mutual respect,

fairness, and democracy

State facts, not your interpretation

Consider the other person’s viewpoint

Proactively maintain the identity of the group

Conflict and Negotiation
Types of conflict and Loci of conflict
Conflict is a process that begins when one party perceives that another party has negatively
affected, or is about to negatively affect, something that the first party cares about

Types of conflict : Loci of conflict :

Task conflict Dyadic conflict

• conflict over content and • conflict that occurs
goals of the work between two people

Relationship conflict Intragroup conflict

• conflict based on • conflict that occurs within a
interpersonal relationship group or team

Process conflict Intergroup conflict

• conflict over how work gets • conflict between different
done groups or teams
The Conflict Process
 Negotiation
Distributive versus Integrative Bargaining

Distributive Integrative
bargaining bargaining
is negotiation that seeks to is negotiation that seeks
divide up a fixed amount of one or more settlements
resources, a win-lose that can create a win-win
situation solution
 NEGOTIATION PROCESS
Clarification and Justification

Definition of Ground Rules Bargaining and Problem Solving

Preparation and Planning Closure and Implementation

 INDIVIDUAL DIFFERENCES IN NEGOTIATION EFFECTIVENESS

Personality traits in Moods/Emotions in Culture in negotiations Gender Differences in

negotiations Negotiations negotiations
a. People generally negotiate more
The best negotiator is a Angry, disappointment and effectively within cultures than
competitive but empathetic anxiety, leading them to between them;
one, and the worst is a obtain worse outcomes,. b. In cross-cultural negotiations, it
gentle but empathetic one. is especially important that the
negotiators be high in openness;
c. Emotions are culturally sensitive,
negotiators need to be especially
aware of the emotional dynamics
in cross-cultural negotiations
NEGOTIATING IN SOCIAL CONTEXT

THIRD-PARTY
NEGOTIATIONS
A neutral third party who facilitates a negotiated solutions by
MEDIATOR using reasoning, persuasion, and suggestions for
alternatives

A third party to a negotiation who has the authority to dictate

ARBITRATOR an agreement

A trusted third party who provides an informal

CONCILATOR
communication link between the negotiator and the opponent
Case Incident : Disorderly conduct

Matt and Peter are the employees of a reputed

company. The company management decided to
increase the workspace in the office, so the
management introduced open office system. There
are no boundaries between the employees and the
employees can interact freely and work efficiently.

Matt and Peter were not happy with the new

arrangement. Peter keeps his desk clean so that he
can work effectively. On the other hand, Matt likes
to keep all his stuffs on his desk make it look
shabby. As a result, conflict started between Matt
and Peter. This worsened their relationship in the
office and led to an open conflict.
 Question

What could Peter and Matt’s manager do to help

them resolving their conflict ?

The case suggests that there is research to support

the notion that avoiding conflict stifles creativity. Is
there such research and do you agree ?

How can Matt and Peter develop an active

problem solving discussion to resolve this conflict ?
what could effectively be changed and what is
probably going to just remain a problem ?
 Answer
Problem Solving, Compromise, Authoritative Command, Altering the Human
Variable

Agree, Because avoiding decrease cooperative and it affects to creativity

And silence can be organizationally detrimental. Employee silence can mean managers lack
information about ongoing operational problems
Reasearch :
• “conflict and negotiation processes in Organization” by K. Thomas (Exhibit 14-3, page 503)
• “Organizational silence: a barrier to change and development in a pluralistic world” E.W.
marisson and F.J. Miliken (Page 405)

- Communication is the key. After an open discussion open discussion, the conflict will get
resolved. Both the persons will understand each other’s perspective and try to work in a
peaceful manner.
- Matt should clean the desk or both of them separated.
- After an open discussion and compromising maybe uncomfortable feeling will remain, but
not as a main problem.
Thank You