COMM 306 1nd EditionFinal Exam Study Guide Lectures: 15 - 19Lecture 15 (November 6)What is groupthink?Conformity of a group outweighs judgment as a result of too much cohesion. Themembers quit being critical and produced little conflict due to being afraid of upsetting other group membersWhat is constructive conflict?Focus on solving problems, achieving goals, and strengthening relationshipsWhat are the aspects of constructive conflict?- allow for growth and change- opportunity to resolve differences in opinion- forum for unifying a group of employees- enhance productivity and commitmentWhat is destructive conflict?Dysfunctional handling affecting goals, decisions, and relationshipsWhat are the aspects of destructive conflict?- negativity influenced by lack of agreement- respective positions are stubbornly reinforced- employees become divisive - decreased productivity, satisfaction, and commitmentDefine conflict.Interaction of interdependent people in opposition of goals, aims, and values.What are the three I’s of conflict?1) Interaction: expression of incompatibility communicating issues2) Interdependent: employee behavior intertwined and impact others3) Incompatible Goals: contradictory ideas of organizational issuesDefine and describe the levels of organizational conflict.1) Interpersonal: individual members perceive incompatibility- involve emotional or personal differences2) Intergroup: employees perceive incompatibility with othergroups 3) Interorganizational: disputes between organizations- involve competition for scarce resources in the same industryDefine and describe the phases of organizational conflict.1) Latent: potential for conflict exists- influenced by interest, culture, and interaction history2) Percieved: one or more parties believe incompatibility exists- influenced by stimulating event3) Felt: parties begin to devise managing strategies- methods of approaching conflict4) Manifest: communication about conflict - enactment of management strategies 5) Conflict Aftermath: impact on immediate and distant future - long or short term change resulting from conflictDefine and describe the ways of managing organizational conflict. 1) Avoidance: denial of problem and evasion of confrontation- useful when issue is of minor importance- unproductive when issue must be discussed2) Accommodation: deemphasizing personal needs- useful when preservation of relationship isimportant - unproductive when important issues is evaded 3) Competition: exerting force over another party (merit and outcome based) - useful when power is mutually acknowledged - unproductive when less powerful parties aren’t given opportunity to speak 4) Compromise: each party gives ground to reach solution - useful when parties have enough resources - unproductive when conclusion failsto reach effectiveness 5) Collaboration: cooperative combination of resources and ideas - useful when time available to compete process - unproductive when no time, ability, or commitmentWhat is antisocial communication behavior?Behavior intended to harm othersWhat are the objective aspects of antisocial communication behavior?Objective: reason or goal for behavior- Affective: intention to harm other- Instrumental: intention to achieve goalWhat are the means of antisocial communication behavior?Means: way behavior is accomplished- Physical: attack another person’s body- Verbal: use words to inflict symbolic woundsWhat are the ways of executing antisocial communication behavior?Execution: how behavior is performed- Active: actual performance- Passive: withholding behavior to inflict harmWhat are the sources of antisocial communication behavior?Source: originator of behavior- Direct: occur by facing recipient- Indirect: harm by intermediary or to valuablesLecture 16What are the types of antisocial communication behaviors?1) Verbal Aggressiveness: messages to harm self-concept of others- inflict psychological harm by personal attack2) Indirect Interpersonal Aggression: harm without face-to-face contact- rumors, betrayal, prevent information flow3) Obstruction: interfere with another’s job (not cooperative)4) Deception: dishonesty (lie)What are the reasons for antisocial communication behaviors?1) Downsizing 4) Organizational Values2) Pressure for Greater Productivity 5) Work Group Norms3) new Social Contract 6) Perceptions of UnfairnessWhat is a way to prevent antisocial communication behavior?Organizational Justice: perceptions of fairness- evaluations regarding appropriateness of process outcomesWhat are the types of organizational justice?1) Distributive: standards, outcomes, rules2) Procedural: process used to arrive at outcome3) Interactional: procedures implementedDefine emotions.Emotions: expressed through communication- build, maintain, damage, and repair relationships- components: cognitive, feeling of action, internal feelings,external responseWhat is the process of emotional expression?1) Nonverbal Cues: signs associated with affective states- appropriateness: conformity to social norms- authenticity: reveal true feelings- consistency: pattern of emotional expression2) Words/Language: symbols used to convey emotion- emotion words: labels used for work and workers- slogans: capture essence of organization- metaphors: emotions described by comparisons3) Tactics: communication practices to achieve a goal- emotional eliciting: intentionally draw feelings- emotional regulating: altering emotions of others- emotional labels: identify & attach emotions to others- emotional transformation: change existing emotions4) Interaction Sequences: shape emotions in conversationWhat are the types of emotion in the organization?1) Surface Acting: display inauthentic emotions from organizations2) Deep Acting: feel prescribed emotions from emotional memories3) Relational Emotion: express emotions to others4) Emotional Boundary Spanning: bring emotions from work to home and vise versa 5) Emotional Effects: consequences of emotion at workNovember 18 (Lecture 17)What are the relational functions of emotion?1) Provoking: drawing emotions out of coworker2) Detecting/Anticipating: uncovering/predicting emotions of others3) Maintaining: keep relationship in desired state4) Intensifying: use emotion to progress relationships5) Forgiving: express mercy by someone who was wrongedWhat are the emotional rules of organizations?1) Express emotions professionally2) Express emotions to improve situations3) Express emotions to the correct