SUMMARY AND IMPLICATIONS
1 How does communication work?Findings in this chapter suggest that the goal
of perfect communication is unattainable. Yet there is evidence that demonstrates
a positive relationship between effective communication (which includes factors
such as perceived trust, perceived accuracy, desire for interaction, top-management
receptiveness, and upward information requirements) and employee productiv-
ity.^67 Therefore, choosing the correct channel, being a good listener, and using
feedback well may make for more effective communication.
2 What are the barriers to communication? Human beings will always be sub-
ject to errors in communication because of filtering, selective perception, defen-
siveness, information overload, and language. What is said may not be what is
heard. Whatever the sender’s expectations, the decoded message in the mind of the
receiver represents his or her reality. This “reality” will determine the individual’s reac-
tions, including performance, motivation, and degree of satisfaction in the workplace.
3 What are other issues in communication? The big topics in communication
are electronic communications, the importance of nonverbal communication and
silence, gender differences in communication, and cross-cultural differences in
communication. As we saw in this chapter, email, among other electronic com-
munications, has become far more prevalent, is causing more stress, and can be mis-
used so that it is not always the most effective means of communication. Nonverbal
cues help provide a clearer picture of what someone is trying to say. Silence can be
an important communication clue, and failing to pay attention to silence can
result in missing some or all of a message. Good communicators hear and interpret
silence. We can make some generalizations about differences in the conversational
style of men and women; men are more likely to use talk to emphasize status,
while women use talk to create connection. We noted that there are a variety of bar-
riers when communicating with someone from a different culture, and that it is best
to assume differences until similarity is proven, emphasize description rather than
interpretation or evaluation,practise empathy, and treat your interpretations as a
working hypothesis.
4 What is conflict? Conflict occurs when one person perceives that another person’s
actions will have a negative effect on something the first party cares about. Many
people automatically assume that all conflict is bad. However, conflict can be
either functional (constructive) or dysfunctional (destructive) to the performance
of a group or unit. An optimal level of conflict encourages communication, prevents
stagnation, stimulates creativity, allows tensions to be released, and plants the
seeds of change, yet not so much as to be disruptive or to deter activities.
5 How can conflict be resolved? The way a conflict is defined goes a long way
toward establishing the sort of outcomes that might settle it. One can work toward
a win-lose solutionor a win-win solution.Conflict management strategies are deter-
mined by the extent to which one wants to cooperate with another party, and the
extent to which one asserts his or her own concerns.
6 How does one negotiate effectively?Negotiation is a process in which two or
more parties try to agree on the exchange rate for goods or services they are trad-
ing. Negotiation is an ongoing activity in groups and organizations. Distributive bar-
gaining can resolve disputes, but it often negatively affects one or more negotiators’
satisfaction because it is focused on the short term and because it is confronta-
tional. Integrative bargaining, by contrast, tends to provide outcomes that satisfy
all parties and build lasting relationships.210 Part 3Interacting Effectively
SNAPSHOT SUMMARY
1 The Communication
Process
2 Barriers to Effective
Communication
Filtering
Selective Perception
Defensiveness
Information Overload
Language
Communicating Under
Stress
3 Current Issues in
Communication
Electronic Communications
Nonverbal Communication
Silence as Communication
Communication Barriers
Between Women and Men
Cross-Cultural
Communication
4 How Communication
Breakdown Leads to
Conflict
Conflict Defined
Functional vs. Dysfunctional
Conflict
5 Conflict Resolution
Conflict Management
Strategies
What Can Individuals Do to
Manage Conflict?
Resolving Personality
Conflicts
6 Negotiation
Bargaining Strategies
How to Negotiate