School of Business

Department of Management and International Management

Introduction to Business Management

Chapter 18 | Part 2& 3

Fall 2020 - 2021

Course code - Chapter 18

 Planning Ahead — Key Takeaways

Identify ways to improve the effectiveness of

communication.(objective 18.2)
Discuss how conflict can be functional and
managed successfully.( objective 18.3)

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 Planning Ahead — Key Takeaways
Objective 18.2: Improving Collaboration Through Communication

Identify ways to improve the effectiveness of

communication.(Page 466 till 470)

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18.2: Improving Collaboration Through
Communication
Effective communication is necessary for
successful collaboration
◦ Transparency and openness
◦ Use of electronic media
◦ Active listening
◦ Constructive feedback
◦ Feedback
◦ Space design

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18.2: Improving Collaboration Through
Communication
Transparency and openness( p 466)
◦ Communication transparency involves sharing
honest and complete information about the
organization and workplace
◦ Open book management
◦ Managers provide employees with important financial
information about their companies

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 18.2: Improving Collaboration Through
Communication
Using electronic media( p 467)
◦ Information technologies facilitate communication
◦ The electronic grapevine speeds messages and
information from person to person
◦ E-mail privacy
◦ Employer’s policy on personal e-mail
◦ Don’t assume that e-mail privacy
exists at work

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18.2:Improving Collaboration Through
Communication
Active listening (p 468)
◦ The process of taking action to help someone
say exactly what he or she really means
Guidelines for active listening:
◦ Listen for message content
◦ Listen for feelings
◦ Respond to feelings
◦ Note all cues, verbal and nonverbal
◦ Paraphrase and restate

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18.2:Improving Collaboration Through
Communication
Feedback (p 468)
◦ The process of telling others how you feel about
something they did or said, or about the situation in
general (evaluative, interpretive, descriptive)
Constructive feedback guidelines:
◦ Give it directly
◦ Make it specific
◦ Give it when the receiver is willing/able to accept it
◦ Make sure it is valid
◦ Give it in small doses

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 18.2: Improving Collaboration Through
Communication
Space design
◦ Proxemics is the study of how we use space
◦ Interpersonal space is an important nonverbal
cue
◦ Workspace layout is often overlooked as a form
of nonverbal communication but is being
increasingly recognized for its impact on
communication and behavior

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 Planning Ahead — Key Takeaways
Objective 18.3: Managing Conflict

Discuss how conflict can be functional and managed

successfully.( Page 470 till 473)

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18.3: Managing Conflict

a) Functional and dysfunctional conflict

b) Conflict resolution
c) Conflict management styles

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 18.3: Managing Conflict

Conflict (p 470)

◦ A disagreement between people on:

◦ Substantive issues regarding goals and tasks,
allocation of resources, distribution of rewards, policies
and procedures, and job assignments
◦ Emotional issues arising from feelings of anger,
distrust, dislike, fear, and resentment, as well as
personality clashes
◦ Conflict that is well managed can help promote
creativity and high performance
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 18.3: Managing Conflict

Functional conflict
◦ Moderately intense conflict
◦ Constructive and stimulates people toward
greater work efforts, cooperation, and creativity
Dysfunctional conflict
◦ Low-intensity and very high-intensity conflict
◦ Destructive and hurts task performance

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Figure 18.3 The relationship between
conflict and performance (p 471)

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 18.3: Managing Conflict

Causes of conflict:
• Role ambiguities
• Resource scarcities
• Task interdependencies
• Competing objectives
• Structural differentiation
• Unresolved prior conflicts

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 18.3: Managing Conflict

Conflict resolution is the removal of the

substantial and emotional reasons for a
conflict
People’s conflict management styles are
different
◦ Cooperativeness is the desire to satisfy the other
party’s needs and concerns
◦ Assertiveness is the desire to satisfy one’s own
needs and concerns
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 Managing Conflict

Conflict management styles(Pages 472-473)

◦ Avoidance (withdrawal)
◦ Uncooperative and unassertive
◦ Accommodation (smoothing)
◦ Cooperative and assertive
◦ Competition (authoritative command)
◦ Uncooperative and assertive
◦ Compromise
◦ Moderately cooperative and assertive
◦ Collaboration (problem solving)
◦ Cooperative and assertive

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Figure 18.4 Alternative conflict
management styles (p 472)

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 18.3: Managing Conflict

Conflict management styles(p 472)

Lose-lose conflict Win-lose conflict Win-win conflict

• Management by • Management by • Management by
avoidance or competition and collaboration
accommodation compromise

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 s;lsdka;dlk;dlk
Summary of Objectives 18.2 and 18.3
• There are many ways to improve Collaboration through
Communication. These ways are: Transparency and openness, Use of
electronic media, Active listening, Constructive feedback and Space
design.
• A Conflict is a disagreement between people on issues regarding goals
and tasks, allocation of resources, distribution of rewards, policies and
procedures, and on emotional issues arising from feelings of anger,
distrust, dislike, fear, etc…
• Conflict resolution is the removal of the substantial and emotional
reasons for a conflict, through different conflict management styles.
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Thank you !

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