SPH R 311 1nd Edition Lecture 8 Outline of Last Lecture I II Programmed Decisions Eight Decision Making Styles A Impulsive B Fatalistic C Compliant D Procrastination E Agonizing F Intuitive G Play it Safe H Planner III Seven Steps to Effective Problem Solving Outline of Current Lecture I Communication II Communication Barriers III Conflict IV Conflict Management Styles Current Lecture I Communication Ten levels of intimacy in today s communication 1 Twitter 2 Facebook Status 3 Facebook message 4 Email 5 Text message 6 Instant messaging 7 Letter 8 Phone 9 Video chat II III IV 10 Talking Communication networkimg skills o Use email and social media o Write memos letters reports o Network with peers and mentors o Conduct job interviews o Run contribute to meetings o Give persuasive presentations o Work well in teams o Give and receive feedback Low richness impersonal one way fast High richness personal two way slow Communication apprehension when people find it difficult to talk with others face to face or over the telephone Persuasive communication presents a message in a manner that causes the other person to support it Credible communication earns trust respect and integrity in the eyes of others Communication Barriers Information filtering Poor choice of channel Poor written or oral expression confusion Failure to recognize nonverbal signals Physical distractions Cross cultural differences ethnocentrism Conflict Substantive vs Emotional Functional vs Dysfunctional o Possible for highly cohesive groups to make bad decisions because they are unwilling to engage in conflict o Too much conflict and competition can also lead to bad outcomes Conflict Management Styles Thomas Kilmann Conflict Modes o Competing zero sum orientation win lose power struggle o Compromising minimally acceptable to all relationships undamaged o Collaborating expand range of possible options achieve win win outcomes o Assertiveness focus on my needs desired outcomes and agenda o Avoiding withdraw from the situation maintain neutrality o Accommodating accede to the other party maintain harmony o Cooperativeness focus on others needs and mutual relationships