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Definition
| the process of sending and receiving symbols with meanings attached |
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Term
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Definition
| the intended meaning of the source and the perceived meaning of the receiver are identical |
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Definition
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Definition
| anything that interferes with communication effectiveness |
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Term
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Definition
| the medium through which a message is sent |
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Term
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Definition
| takes place through gestures and body language |
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Term
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Definition
| results when words communicate one message while actions, body language communicate something else |
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Term
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Definition
| the intentional distortion of information to make it appear most favorable to the recipient |
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Term
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Definition
| the process through which people receive, organize, and interpret information from the environment |
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Term
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Definition
| when attributes commonly associated with a group are assigned to an individual |
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Term
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Definition
| occurs when one attribute is used to develop an overall impression of a person or situation |
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Term
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Definition
| the tendency to define problems from one's own point of view |
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Term
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Definition
| the assignment of personal attributes to other individuals |
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Term
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Definition
| helps the source of a message say what he or she really means |
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Term
| Five rules of active listening |
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Definition
1. listen for message content
2. Listen for feelings
3. Respond to feelings
4. Note all cues
5. Paraphrase and resate |
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Term
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Definition
| the process of telling someone else how you feel about something that person did or said |
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Term
| management by wandering around (MBWA) |
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Definition
| workers at all levels talk with bosses about a variety of work related matters |
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Term
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Definition
| upward appraisals from subordinates as well as additional feedback from peers, internal and external customers, and higher managers |
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Term
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Definition
| the use of interpersonal space |
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Term
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Definition
| a disagreement over issues of substance and/or an emotional antagonism |
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Term
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Definition
| disagreements over such things as goals |
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Term
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Definition
| result from feelings of anger, distrust, dislike, fear and resentment |
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Term
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Definition
| stimulates people toward greater work efforts. cooperation and creativity |
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Term
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Definition
| the removal of the substantial and/or emotional reasons for a conflict |
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Term
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Definition
| the desire to satisfy another party's needs and concerns |
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Term
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Definition
| the desire to satisfy one's own needs and concerns |
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Term
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Definition
| pretends conflict does not exist |
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Term
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Definition
plays down differences to reduce conflict
(smoothing) |
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Term
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Definition
| uses force or superior skill to "win" a conflict (authoritative command) |
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Term
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Definition
| occurs when each party gives up something of value to the other |
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Term
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Definition
| involves working out differences and solving problems so everyone wins (problem solving) |
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Term
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Definition
| each party strives to gain at the other's expense |
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Term
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Definition
| issues are resolved to the mutual benefit of all parties |
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Definition
| neither party achieves their goal |
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Term
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Definition
| the process of making joint decisions when the parties involved have different preferences |
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Term
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Definition
| focuses on win-lose claims made by each party |
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Term
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Definition
| uses a win-win orientation to reach solutions acceptable to each party |
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Term
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Definition
| goals concerned with outcomes |
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Term
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Definition
| goals that are concerned with processes |
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Term
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Definition
| involves neutral third party who tries to improve communication between negotiating parties |
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Term
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Definition
| neutral third party who acts as a judge and issues a decision |
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