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PRDV203: Introduction to Management

Unit 4: Communication, Conflict, and Negotiation   Good communication skills are essential in all walks of life, and your workplace is no exception. If anything, a supervisor’s communication ability will be called upon and tested more frequently than a regular employee’s.
 
The field of communication encompasses more than your verbal and writing skills; it includes understanding both your nonverbal communication and your staff’s nonverbal cues. It also includes listening skills, which may prove to be the most critical aspect of effective interaction with your employees.
 
Additionally, good communication abilities play a major part in one of a manager’s most significant tasks: that of managing conflict. Identifying types of conflict, recognizing positive and negative conflict, and applying conflict management techniques are part of this task.

Unit 4 Time Advisory
Completing this unit should take you approximately 4.25 hours.

☐    Subunit 4.1: 2.25 hours

☐    Subunit 4.2: 1.25 hours

☐    Subunit 4.3: 0.75 hours

Unit4 Learning Outcomes
Upon successful completion of this unit, you will be able to: - explain how communication is critical to successful supervision; - describe the communication process; - identify barriers to effective communication; - identify and describe verbal, nonverbal, and written communication; - describe the concept of listening and its application in communication - identify and describe positive and negative conflicts; - identify and describe methods for managing conflict; - identify the five phases of negotiation; - describe and apply negotiation strategies; - describe common negotiation mistakes; and - describe and apply business-writing techniques that enhance written communication.

4.1 About Communication   - Reading: Principles of Management: “Chapter 12: Communication in Organizations” Link: Principles of Management (PDF): “Chapter 12: Communication in Organizations”
 
Instructions: Read Chapter 12, “Communication in Organizations,” on pages 456-495. Pages 457-458 will give you an appreciation for how vital good communication is to an organization and to management.
 
Reading this chapter should take approximately 1 hour and 30 minutes.
 
Terms of Use: This text was adapted by The Saylor Foundation under a Creative Commons Attribution-NonCommercial-ShareAlike 3.0 License without attribution as requested by the work’s original creator or licensee.
 

  • Activity: Principles of Management: “Chapter 12, Section 1: The Communication Process -Exercises” Link: Principles of Management (PDF): “Chapter 12, Section 1: The Communication Process -Exercises”
     
    Instructions: Review the section “The Communication Process” on pages 458-461, and answer question 3 in the “Exercises” section at the end.
     
    Reviewing this section and answering the question should take approximately 15 minutes.
     
    Terms of Use: This text was adapted by The Saylor Foundation under a Creative Commons Attribution-NonCommercial-ShareAlike 3.0 License without attribution as requested by the work’s original creator or licensee.

  • Activity: Principles of Management: “Chapter 12, Section 2: Communication Barriers -Exercises” Link: Principles of Management (PDF): “Chapter 12, Section 2: Communication Barriers -Exercises”
     
    Instructions: Review the section “Communication Barriers” on pages 461-473, and answer questions 1 and 3 in the “Exercises” section at the end.
     
    Reviewing this section and answering the questions should take approximately 15 minutes.
     
    Terms of Use: This text was adapted by The Saylor Foundation under a Creative Commons Attribution-NonCommercial-ShareAlike 3.0 License without attribution as requested by the work’s original creator or licensee.

  • Activity: Principles of Management: “Chapter 12, Section 3: Different Types of Communication -Exercises” Link: Principles of Management (PDF): “Chapter 12, Section 3: Different Types of Communication -Exercises”
     
    Instructions: Review the section “Different Types of Communication” on pages 474-481, and answer questions 2 and 3 in the “Exercises” section at the end.
     
    Reviewing this section and answering the questions should take approximately 15 minutes.
     
    Terms of Use: This text was adapted by The Saylor Foundation under a Creative Commons Attribution-NonCommercial-ShareAlike 3.0 License without attribution as requested by the work’s original creator or licensee.
     

4.2 Conflict: Positive and Negative Conflict; Conflict Management, and Negotiation   - Reading: Organizational Behavior: “Chapter 10: Conflict and Negotiations” Link: Organizational Behavior (PDF): “Chapter 10: Conflict and Negotiations”
 
Instructions: Read Chapter 10, “Conflict and Negotiations,” on pages 403-449, skipping Section 5, pages 444-447. This chapter will take you through a rapid introduction to conflict types, causes, and consequences, and how to manage conflict effectively. It then will introduce you to the stages of the negotiation process, negotiation mistakes, and negotiation strategies.
 
Reading this chapter should take approximately 1 hour and 15 minutes.
 
Terms of Use: This text was adapted by The Saylor Foundation under a Creative Commons Attribution-NonCommercial-ShareAlike 3.0 License without attribution as requested by the work’s original creator or licensee.

4.3 Effective Business Writing   - Reading: Business Communication for Success: “Chapter 9: Getting Started,” “Section 1: Text, E-mail, and Netiquette,” and “Section 2: Memorandums and Letters” Link: Business Communication for Success (PDF): “Chapter 9: Getting Started,” “Section 1: Text, E-mail, and Netiquette,” and “Section 2: Memorandums and Letters”
 
Instructions: Read the “Getting Started,” “Text, E-mail, and Netiquette,” and “Memorandums and Letters” sections on pages 324-340 to learn about general aspects of business writing, electronic communication (texting, email, netiquette), memos, and letters.
 
Reading these sections and taking notes should take approximately 30 minutes.
 
Terms of Use: This text was adapted by The Saylor Foundation under a Creative Commons Attribution-NonCommercial-ShareAlike 3.0 License without attribution as requested by the work’s original creator or licensee.

  • Reading: Business Communication for Success: “Chapter 9, Section 4: Report” Link: Business Communication for Success (PDF): “Chapter 9, Section 4: Report”
     
    Instructions: Read the “Report” section on pages 344-353 to learn about writing reports.
     
    Reading this section and taking notes should take approximately 15 minutes.
     
    Terms of Use: This text was adapted by The Saylor Foundation under a Creative Commons Attribution-NonCommercial-ShareAlike 3.0 License without attribution as requested by the work’s original creator or licensee.

  • Assessment: The Saylor Foundation’s “Unit 4 Assessment” Link: The Saylor Foundation’s “Unit 4 Assessment” (HTML)

    Instructions: Complete this assessment to assess your understanding of the topics covered in this unit. The correct answers will be displayed when you click the “Submit” button.