COMMUNICATION | What is the difference between substance and relationship goals in negotiation?

What is the difference between substance and relationship goals in negotiation?

COMMUNICATION | How do tendencies toward assertiveness and cooperativeness in conflict management result in win-lose, lose-lose, and win-win outcomes?

How do tendencies toward assertiveness and cooperativeness in conflict management result in win-lose, lose-lose, and win-win outcomes?

COMMUNICATION | Explain the relationship between conflict intensity and performance.

Explain the relationship between conflict intensity and performance.

COMMUNICATION | Describe how a manager would behave as an active listener when communicating with subordinates.

Describe how a manager would behave as an active listener when communicating with subordinates.

COMMUNICATION | Effective System of Upward Communication

After being promoted to store manager for a new branch of a large department store chain, Kathryn was concerned about communication in the store. Six department heads reported directly to her, and 50 full-time and part-time sales associates reported to them. 

Given this structure, Kathryn worried about staying informed about all store operations, not just those coming to her attention as senior manager. 

What steps might Kathryn take to establish and maintain an effective system of upward communication in this store?

COMMUNICATION | Describe the different sources of noise that interfere with the effectiveness of the communication process

Describe the different sources of noise that interfere with the effectiveness of the communication process.

ANSWER

Common sources of noise include information filtering, poor choice of channels, poor written or oral expression, failures to recognize nonverbal signals, and physical distractions.

1.       Information filtering: It is the intentional distortion of information to make it appear most favorable to the recipient. The problem with information filtering is someone telling the boss what they think he or she wants to hear. Whether the reason is a fear of retribution for bringing bad news, unwillingness to identify personal mistakes, or just a general desire to please, the end result is the same. The higher-level gets biased and inaccurate information from below and ends up making bad decisions.

2.       Poor choice of channels: A communication channel is the pathway or medium through which a message is conveyed from sender to receiver. Good communicators choose the right channel, or combination of channels, to accomplish their intended purpose. Written channels—paper or electronic—are most acceptable for simple messages that are easy to convey and for those that require extensive dissemination quickly. They are also important as documentation when formal policies or directives are being conveyed. Spoken channels such as face-to-face or virtual meetings work best for messages that are complex and difficult to convey and where immediate feedback to the sender is valuable. They are more personal and more likely to be perceived as supportive or even inspirational.

3.       Poor written or oral expression: Communication will only be effective when the sender expresses the message in a way that is clearly understood by the receiver. Words must be well chosen and properly used, something we all too often fail at.

4.       Failure to recognize nonverbal signals: Nonverbal communication takes place through gestures, facial expressions, body posture, eye contact, and the use of interpersonal space. Mixed message results when words communicate one message while actions, body language, or appearance communicate something else.

5.       Physical distractions: Any number of physical distractions can interfere with communication effectiveness. Some of these distractions include telephone interruptions, drop-in visitors, and lack of privacy.

Source: Management, 11th Edition & 12th Edition- John R. Schermerhorn

COMMUNICATION | What are the fundamental barriers to effective communication?

What are the fundamental barriers to effective communication?

ANSWER

The major barriers to effective communication include: a poor choice of channels, poor written or oral expression; failure to recognize nonverbal signals; and physical distractions. Written channels are acceptable for simple and easy-to-convey messages, for those that require extensive dissemination quickly, and for conveying formal policy or authoritative directives. Oral channels work best for complex and difficult-to-convey messages. Oral channels also work well where immediate feedback to the sender is valuable. Finally, oral channels can create a supportive  even inspirational  emotional climate. Communication  either written or oral  will be effective only to the extent that the sender expresses a message in a way that can be clearly understood by the receiver. In nonverbal communication, a mixed message occurs when a person’s words communicate one message while his/her actions, body language, appearance, or situational use of interpersonal space communicate something else. Physical distractions such as interruptions from telephone calls, drop-in visitors, a lack of privacy, etc. can interfere with the effectiveness of a communication attempt.

Source: Management, 11th Edition & 12th Edition- John R. Schermerhorn

COMMUNICATION | Explain why understanding the communication process and having communication skills are important for managerial success

Explain why understanding the communication process and having communication skills are important for managerial success.

ANSWER

Understanding the communication process and having communication skills are important for managerial success because a significant portion of managers experience at least some difficulty in dealing with communications and interpersonal relations. The ability to communicate well, both orally and in writing, is a critical leadership skill. Communication is essential for establishing and maintaining interpersonal relationships, listening to others, gaining information, handling conflict, negotiating successfully, and leading successfully.

Source: Management, 11th Edition & 12th Edition- John R. Schermerhorn