12

Communication and Conflict Resolution Skills

Learning Objectives

• Understand basic principles of persuasion.

• Address challenges of selective listening and making the rounds.

• Explore how leaders utilize communication networks for task accomplishment.

• Recognize the significance of overcoming cross-cultural communication barriers.

• Learn foundational approaches to conflict resolution and negotiation.

• Identify key characteristics of a power-oriented linguistic style.

Chapter Outline

1. Communication Networks for Leaders

2. Overcoming Cross-Cultural Communication Barriers

3. Face-to-Face Communication Networks

4. The Leader's Role in Conflict Resolution and Negotiation

5. Social Media Networks

6. Conflict Management Styles

7. Group Chat as a Leadership Communication Network

8. Resolving Conflict Between Two Group Members

9. Inspirational Communication

10. Negotiating and Bargaining

11. Summary

12. Basic Principles of Persuasion

13. Key Terms

Communication Networks for Leaders

• Importance of networks for leaders in facilitating tasks.

• Effective communication helps overcome organizational issues.

• Types of communication networks include face-to-face, social media, peer, operational, personal, and strategic.

Overcoming Cross-Cultural Communication Barriers

• Sensitivity to cultural backgrounds is crucial for effective communication.

• Strategies to overcome barriers include:

  • Solicit feedback to minimize miscommunication.

  • Challenge cultural assumptions.

  • Show respect for all individuals.

  • Use clear and straightforward language.

Face-to-Face Communication Networks

• Face-to-face interaction fosters better engagement and credibility.

• Different types of leadership networks:

  • Peer networks for mutual support and learning.

  • Operational networks for task effectiveness.

  • Personal networks for personal development.

  • Strategic networks for business goal alignment.

The Leader's Role in Conflict Resolution and Negotiating

• Leaders spend significant time addressing conflicts (approx. 20% of their time).

• The necessity for collaboration among conflicting parties.

• Conflict types include intergroup and external conflicts (e.g., labor demands).

Conflict Management Styles

• Competitive Style: High self concern, low other concern (win-lose).

• Accommodative Style: Low self concern, high other concern to maintain relationships.

• Sharing Style: Moderate satisfaction for both parties (compromise).

• Collaborative Style: High self and other concern for a win-win outcome.

• Avoidant Style: Lack of cooperation and assertiveness.

Leadership Communication Skills

• Essential skills include active listening, effective speaking, and clear writing.

• Inspiration in communication is vital:

  • Use credible language and tailor messages to audience needs.

  • Heavy-impact and emotion-provoking word use can enhance persuasion.

  • Anecdotes and data can be powerful tools.

Negotiation Techniques

• Recommendations for successful negotiation include:

  • Minimize anxiety and practice beforehand.

  • Listen to the other side to understand their needs.

  • Start with plausible offers rather than extreme demands.

  • Focus on underlying interests rather than fixed positions.

  • Be sensitive to cultural differences in negotiating styles.

  • Allow for face-saving to maintain future relationships.

Key Terms

• Linguistic Style: Characteristic manner of communication.

• Win-Win Approach: Conflict resolution that benefits all parties.

• Altercasting: Influencing behavior by assigning roles to others.

• Making the Rounds: Engaging in face-to-face communication with team members.