Chapter 17:
Communication and Interpersonal Skills
1. Define the key terms. (Hand Written)
Accommodation
Active listening
Arbitration
Attribution error
Avoidance
Bargaining zone
BATNA
Channel richness
Collaboration
Communication
Communication channel
Competition
Compromise
Conflict
Conflict resolution
Credibility
Distributive negotiation
Dysfunctional conflict
Effective communication
Efficient communication
Emotional conflict
Ethnocentrism
Feedback
Filtering
Functional conflict
Halo effect
Integrative negotiation
Lose-lose conflict
Management by wandering
around
Mediation
Mixed message
Negotiation
Noise
Nonverbal communication
Perception
Persuasion
Principled negotiation
Projection
Selective perception
Self-serving bias
Stereotype
Substantive conflict
Win-lose conflict
Win-win conflict
2. Write a response to each of the following: (Hand Written)
a) Define communication and describe it as an interpersonal process.
b) Explain the difference between effective and efficient communication and the roles of
persuasion and credibility in communication.
c) Describe different communication barriers and their impacts.
d) Discuss seven means of improving the communication process, including active listening,
constructive feedback, use of communication channels, interactive management, proxemics
and space design, technology utilization, and valuing culture and diversity.
e) Explain how perception, attribution, and perceptual distortions can influence the
communication process.
f) Define conflict, distinguish among various types of conflict, and examine the causes of
conflict.
g) Define conflict resolution, describe alternative approaches to conflict resolution, and discuss
the five alternative conflict management styles and their associated outcomes.
h) Discuss the goals of and criteria for evaluating effective negotiations, describe the differences
between distributive negotiation and principled/integrative negotiation, and explain how to
negotiate an integrative agreement.
i) Identify and describe common negotiation pitfalls, different methods of dispute resolution other than
negotiation, and the ethical issues of negotiation.
Monday
Tuesday
Quiz Chapter 17
Wednesday
Thursday
Friday
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