• poor choice of channel-e.g. should use written for simple message and spoken channels for complex messages which are difficult to convey
• poor written or oral expression-  Communication will be effective only to the extent that the sender expresses a message in a way that can be clearly understood by the receiver
• failure to recognise nonverbal signals-Potential problem in the growing use of voicemail, text messaging, computer networking and other electronic communications is that gestures and other nonverbal signals are lost, their absence may lower communication effectiveness or mixed messages
• physical distractions-o   Telephone interruptions, drop in visitors, lack of privacy
• status effects-Filtering is the intentional distortion of information to make it appear most favourable to the recipient-telling a boss what they want to hear

• active listening
• constructive feedback
• space design
• channel selection
• interactive management
• cross cultural communication

• process of taking action to help someone say exactly what they mean
• need to control motions and withhold premature evaluations
• facilitates rather than discourages communication

• the process of telling other people how you feel about something they did or said
• evaluative, interpretative or descriptive
• when poorly done it can be threatening to the recipient
• must know when feedback will benefit the receiver or just satisfy some personal need of the sender
• when done properly can be listened to and accepted and used to good advantage by the receiver
• give feedback directly, make it specific with clear examples, give it at a time when they are most willing or able to accept it, make sure the feedback is valid and give feedback in small doses

• use of space is important for communication
•      The distance between people conveys varying intentions in terms of intimacy, openness and status in interpersonal communications

• channel richness is the capacity of a communication channel to effectively carry information
• text messages, written reports etc are low in richness-one way interaction with limited opportunity for feedback

• management by wandering around-managers spend time outside their offices to meet and talk with workers are all levels
• includes online discussion forums, chat rooms, video conferences-overcome time and distance problems

• challenge due to language differences and messages getting lost in translation
• ethnocentrism-tendency to consider one's culture superior to others-causes people to not listen to others, may cause someone to address or speak with others in ways that alienate them, may lead to inappropriate stereotypes

• is destructive and hurts task performace
• too much or too little conflict is destructive
• too much causes distractions and interferes with other more relevant tasks
• too little promotes complacency and loss of creativity

• role ambiguities-people getting in eachothers way
• resource scarcities
• task interdependencies-depending on other to perform well
• competing objectives-when one group is working to another groups disadvantage
• structural differentiation-differences between organisational structure and people
• unresolved prior conflict

• conflict resolution is the removal of the substantial and emotion reasons for a conflict
• true conflict resolution eliminates the underlying causes of conflict and reduces the potential for similar conflicts in the future

• appealing to superordinate goals
• making more resource available
• changing the people-replacing of transferring people
• altering the physical environment-physically separate conflicting parties to decrease contact
• integrating devices-
• changing reward systems-reward cooperation to promote teamwork
• changing policies and procedures-minimise problems in situations which are conflict prone
• training in interpersonal skills-communication skills

• accomodation-unassertive but cooperative
• avoidance-unassertive and uncooperative
• compromise-moderately assertive and cooperative
• collaboration-assertive and cooperative
• competition-assertive and uncooperative

• is the process of making joint decisions when the parties involved have different preferences
• reaching agreement

• substance goals-negotiations concerned with outcomes
• relationship goals-concerned with the ways people work together

substance goals are resolve and relationships are maintained

1. quality-agreement that is truly satisfactory
2. cost-minimum amount of resources and time
3. harmony-foster interpersonal relationships

emphasis on substance goals-self centred and competitive

win lose focus

win win orientation

substance and relationship goals are important

reach a solution that is acceptable to both parties

• separate the people fromm the problem
• focus on interests, not positions
• generate many alternative before deciding what to do
• insist that results be based on some objective standard
• need proper attitudes and good information-need to trust and know what is really important to them

• myth of a fixed pie-to win, the other side must lose
• non rational escalation of conflict-ego gets in the way
• overconfidence and ignoring other's needs-believe your view point is the correct one
• too much telling and too little hearing
• premature cultural comfort
• trap of ethical misconduct-sence of competition or to win

• mediation-netural party tries to help conflicting parites improve communication to resolve their dispute
• arbitration-neutral third party issues a binding decision to resolve a dispute