1. Management 11e John Schermerhorn
Chapter 17
Communication and Collaboration

2. 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

3. Study Question 1: What is the communication process?
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

4. Figure 17.1 The interactive two-way process of interpersonal communication
Management 11e Chapter 17

5. 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

6. 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

7. 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

8. 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

9. 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

10. 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

11. Study Question 1: What is the communication process?
Guidelines for making oral presentations:
Be prepared
Set the right tone
Sequence points
Support your points
Accent the presentation
Add the right amount of polish
Check your technology
Don’t bet on the Internet
Be professional
Management 11e Chapter 17

12. 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

13. 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

14. 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

15. Effective communication is necessary for successful collaboration
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

16. Transparency and openness
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

17. 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

18. Using electronic media
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
privacy
Employer’s policy on personal
Don’t assume that privacy exists at work
Management 11e Chapter 17

19. Use of communication channels
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

20. Figure 17.3 Channel richness and the use of communication media
Management 11e Chapter 17

21. Study Question 2: How can collaboration be improved by better communication?
Tips on Managing
Read items once
Take action immediately
Purge folders of useless messages
Send group mail/reply to all only when necessary
Remove yourself from distribution lists that don’t add value
Send short messages in the subject line
Put large files on websites
Use instant messaging as an alternative
Don’t forget the basic rule of privacy – there isn’t any
Management 11e Chapter 17

22. Rules for active listening:
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

23. Five rules for good listening:
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

24. Constructive feedback guidelines:
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

25. 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

26. Valuing culture and diversity
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

27. Study Question 3: How can we deal positively with 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

28. 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

29. Figure 17.4 The relationship between conflict and performance
Management 11e Chapter 17

30. Study Question 3: How can we deal positively with conflict?
Causes of conflict:
Role ambiguities
Resource scarcities
Task interdependencies
Competing objectives
Structural differentiation
Unresolved prior conflicts
Management 11e Chapter 17

31. 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

32. 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)
Management 11e Chapter 17

33. Figure 17.5 Alternative conflict management styles
Management 11e Chapter 17

34. Study Question 3: How can we deal positively with conflict?
Conflict management styles:
Lose-lose conflict
Management by avoidance or accommodation
Win-lose conflict
Management by competition and compromise
Win-win conflict
Management by collaboration
Management 11e Chapter 17

35. 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

36. 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

37. 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

38. 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

39. 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

40. 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

41. 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

42. Figure 17.6 The bargaining zone in classic two-party negotiation
Management 11e Chapter 17

43. 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

44. 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

45. 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

46. Twitter: An enterprising opportunity
Chapter 17 Case
Twitter: An enterprising opportunity

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