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Chapter Six (Communication is used for... (Motivating, Providing info,…
Chapter Six
Communication is used for...
Motivating
Providing info
Expressing feelings
Controlling behaviour
Communication can come in various forms
Verbal
Spoken sentences
Non-verbal
Body language
Facial expression
Attire
Technology has impacted communication
Easier to...
Translate languages
Contact people across the globe at any time
Harder to...
May lead to more burnout due to constant communication
Not all communication is effective
Effective
Speak clearly
Awareness of nonverbal communication
Think then talk
Ineffective
May be due to barriers
Filtering
Sender manipulates info so it's seen as more favourable by receiver
Selective perception
Receiver selectively sees and hears what's most beneficial/useful for them
Defensive
Sender/Receiver feels targeted and becomes defensive
Emotions
Sender/receiver may interpret message differently based on how they're feeling
Information overload
Info is too complex/complicated for receiver to understand
Language
Words may have varying meanings depending on culture/region/background
Culture
Some cultures use different tones
Varying perceptions
Cultural associations with certain words/phrases
Communication conflict
One party has upset/insulted another
May be functional or dysfunctional
Functional conflict = constructive
Dysfunctional = destructive
Various ways to solve conflict
Problem solving
finding a mutually beneficial solution
Compromising
meeting a mutual agreement by both parties making sacrifices
Yielding
prioritizing others' before yourself
Forcing
only interested in own interests and no concerns for others
Avoiding
ignoring conflict
Negotiation
process where parties try to agree on something (similar to compromising)
Aspects involved
Interests
underlying concerns, need and desires that impact the negotiation
Positions
individuals opinions/thoughts regarding the issues
Issues
items/things that need to be discussed/debated
Distributive vs Integrative bargaining
Distributive = I win, you lose or vice versa
Short-term relationship
Opposed to each other
Integrative = you win, I win
Focused on long-term relationship & benefit(s)
Bargaining zone
Resistance Point = the lowest possible outcome that is acceptable by negotiator
Target point = what he or she would like to reach/achieve
Bargaining zone = overlap between the buyer’s and seller’s aspiration ranges where each side’s aspirations can be met.
Negotiators aspiration range = the area between the target & resistance points
Negotiation Process
Develop a strategy
How are we going to get what we want?
Define ground rules
What are we willing to accept?
Clarification & justification
Why should we get this? Why is this issue important to us?
Bargaining & problem solving
How can we agree? How can we solve this? How can we make this issue better?
Closure & implementation
Plan is agreed upon & implementation begins