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