Bài giảng Business Communication Design - Chapter 14: The Business of Change and Conflict

2/ePPT 14The Business of ChangeandConflictMcGraw-Hill/IrwinThe Business of ChangeWhat Does Change Mean?Changewhen an organization begins to transform the way work is accomplished—which means a breakdown of business as usualWho Carries the Flag of Change?Change makerspeople who facilitate the coordination of a change effortThe Business of ChangeWhen change makers share ideas and plans, employees understand and can participate in change efforts.© Keith Brofsky/Getty ImagesThe Business of ChangeWhy Do Organizations Change?CompetitionCorporate mergers and acquisitionsChanging consumer demandsGlobalizationTechnologyGovernment regulations and policiesChange of managementThe Business of ChangeWhy Do Organizations Change? (continued)Globalizationmanufacture and sale of goods or services to multiple markets around the worldWhat Happens WhenOrganizations Change?Communication vacuumsoccur when employees perceive a void in which they are not given adequate information about what is happening in the organizationWhat Happens WhenOrganizations Change?During change, some employees feel like they are in a communication vacuum. It’s like being in an isolation booth without information about what’s going on in the organization.FIGURE 14.1 Communication VacuumWhat Happens WhenOrganizations Change?The Face of ResistanceFearInterruption of routineLoss of faith, trust, and personal investmentFeeling that past efforts are meaninglessWhat Happens WhenOrganizations Change?Reducing ResistanceEmployee buy-inacceptance of and agreement to changeChange CommunicationFIGURE 14.2 Multidirectional and Multimedia CommunicationChange CommunicationMultidirectional and Multimedia CommunicationMultidirectional communicationdesign of messages that can reach all employees throughout the organizationMultimedia communicationuse of many channels to transmit a messageChange CommunicationUnintended MessagesProvide ReasonsTimingChange CommunicationPractice Change Communication DesignOpen up the new corporate visionConnect vision to employeesInclude new vision in the corporate cultureEncourage employee role in the visionReduce vision resistanceThe Process of ConflictWhat Is Conflict?Conflictan event expressed through communication when individuals or groups behave in ways that indicate they have incompatible positions or goalsThe Process of ConflictWho’s Who in ConflictDisputantsdifferent parties involved in a conflictIntragroup conflictproblem that occurs within a single group of peopleIntergroup conflictproblem that arises between two or more groupsThe Process of ConflictThe Real IssuesPositiona definitive goal or demand advanced by one or both parties that underscores an attitude or dispositionInterestsreasons or motivations underlying a positionConflict Communication SkillsListen and LearnVerbal DiplomacyFlexible Interpersonal StyleTypes of ConflictCommunication ConflictsSocial View ConflictsFundamental Interest ConflictsBusiness ConflictsTraditional Conflict StrategiesNegotiationa give-and-take technique to achieve accord through a process of compromise or the offering of proposals and counterproposalsTraditional Conflict StrategiesPositional bargainingMediationConflict managementArbitrationTransformative Communication in ConflictTransformative communicationfocuses on interaction and relationship building by reframing the terms and concepts of conflictDialogue Transformation StrategyDialogue transformationa relationship-dialogue process that can be used to modify differences and disputesTransformative Communication in ConflictExplore Interests and EmotionsReframe and Replace ExpectationsConvert and Resolve the ConflictTransformative Communication in ConflictPracticing Dialogue TransformationExploring interests and emotionsReframing and replacing expectationsConverting and resolving?Questions