Interpersonal Flashcards
Five approaches to conflict management
- Collaborative
- Forced resolution
- Compromise
- Accommodation
- Avoid
Conflict Resolution Approach: Collaborative
Highly Active
Win-win
Assessing the conflict from multiple viewpoints in a shared approach to solve the root cause problem(s).
Conflict Resolution Approach: Forced resolution
Active
win-lose
The authoritative party (HR or manager) forces the decision upon the team or individuals without feedback.
Conflict Resolution Approach: Compromise
Neutral
Neutral
Both sides of the conflict make concessions to a satisfactory outcome. The root cause of the conflict may not get resolved, and the situation may be win-win or lose-lose.
Conflict Resolution Approach: Accommodation
Passive
lose-win
By accommodating one party’s desires to avoid the conflict, the underlying root causes remain for a future day.
Conflict Resolution Approach: Avoid
Very passive
lose-lose
the conflict resolution is avoided and may increase in severity if ignored further.
Soft Negotiation Style
Give in quickly
Value the relationship more than reaching a mutually beneficial agreement.
Hard Negotiation Style
Want to win at all costs
Principled Negotiation Style
Seek harmony by identifying common interests to create a win-win situation.
Called interspace or integrated bargaining. Preferred negotiation style when working with unions.
Six Step Negotiating Process
- Preparation - Identify critical needs and acceptable concessions.
- Relationship building - building trust
- Information exchange (perspective taking) - each side states their case
- Persuasion - present solutions. Not trying to convince one another that their side is right. Rather find a brand new solution that meets both of their needs.
- Concessions - surrender less important demands
- Agreement - both sides accept proposal
Communication Channel: Face to Face
Pro: Immediate feedback. Best when discussing highly sensitive or complex information.
Con: Takes a lot of time, requires good listening skills
Communication Channel: Phone Call
Pro: allows for questions and feedback
Con: Lacks nonverbal communication, may lose audience attention, take a lot of time
Communication Channel: Voicemail
Pro: saves time
Con: No feedback or questions
Communication Channel: Email
Pros: saves time, allows detail, larger audience, provides documentation
Cons: Takes time to relay accurate message, can be misinterpreted, feedback is inconsistent
Communication Channel: Text message
Pros: saves time, good for relaying organization-wide messages (such as emergency alerts)
Cons: can be misinterpreted, limits length of message
Communication Channel: Social media
Pros: reaches large audience, immediate feedback
Cons: may not reach intended audience, requires care in crafting message
Communication Channel: Written report
Pros: can present comprehensive information, encourages thoughtful responses
Cons: feedback is not immediate, uses standard organizational templates
Communication Channel: verbal presentation
Pros: immediate questions and feedback, use of multimedia options (such as video, audio, and handouts)
Cons: requires practice and engaging delivery, requires time and thoughtfulness to create supporting materials
Trompenaar’s Corporate Cultures: Incubator
Flat organizational structure
Appears chaotic
Power comes from innovation
Trompenaar’s Corporate Cultures: Guided Missile
Short-term goal attainment
Result oriented
Power comes from expertise
Trompenaar’s Corporate Cultures: Family
Value placed on getting along
Only a few people allowed to be in power
Trompenaar’s Corporate Cultures: Eiffel Tower
Established hierarchies
Power comes from position
High Context Culture
Communication style characterized by implicit language. A situation’s context is important to understanding what is being communicated. Nonverbals must be relied on heavily to interpret meaning.
(Asian, African, Arab, Latin American cultures)
Emphasis on relationships
Low Context Culture
Communication style characterizedd by explicit language “I mean what I say and say what I mean.”
(USA, UK, Germany, Canada, Australian cultures)
Less need for personal relationships to ensure agreement.
