SPH-R 311 1nd Edition Lecture 8 Outline of Last Lecture I. Programmed Decisions II. Eight Decision Making StylesA. ImpulsiveB. Fatalistic C. Compliant D. ProcrastinationE. Agonizing F. Intuitive G. Play it SafeH. Planner III. Seven Steps to Effective Problem Solving Outline of Current Lecture I. Communication II. Communication Barriers III. Conflict IV. Conflict Management Styles Current LectureI. Communication - Ten levels of intimacy in today’s communication1. Twitter 2. Facebook Status 3. Facebook message 4. Email5. Text message6. Instant messaging 7. Letter 8. Phone 9. Video chat10. Talking - Communication networkimg skillso Use email and social media o Write memos, letters, reportso Network with peers and mentorso Conduct job interviews o Run/contribute to meetingso 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 othersII. 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 III. 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 IV. Conflict Management Styles - Thomas-Kilmann Conflict Modes o Competing—zero-sum orientation, win/lose power struggle o Compromising—minimally acceptable to all, relationships undamagedo Collaborating—expand range of possible options, achieve win/win outcomes o Assertiveness—focus on my needs, desired outcomes and agendao Avoiding—withdraw from the situation, maintain neutralityo Accommodating—accede to the other party, maintain harmonyo Cooperativeness—focus on others’ needs and mutual