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©2007 by the McGraw­Hill Companies, Inc. All rights reserved.

14

The Business of Change and Conflict

©2007 by the McGraw­Hill Companies, Inc. All rights reserved.

McGraw­Hill/Irwin

The Business of Change

• What Does Change Mean?

◦ when an organization begins to transform the way work is accomplished—which means a breakdown of business as usual

• Who Carries the Flag of Change?

 Change

◦

people who facilitate the coordination of a change effort

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 Change makers

The Business of Change

When change makers share ideas and plans, employees understand and can participate in change efforts.

© Keith Brofsky/Getty Images

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The Business of Change

• Why Do Organizations Change?

• Competition

• Corporate mergers and acquisitions

• Changing consumer demands

• Globalization

• Technology

• Government regulations and policies

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• Change of management

The Business of Change

• Why Do Organizations Change? (continued)

◦ manufacture and sale of goods or services to

multiple markets around the world

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 Globalization

What Happens When Organizations Change?

 Communication vacuums

◦ occur when employees perceive a void in

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which they are not given adequate information about what is happening in the organization

What Happens When Organizations Change? FIGURE 14.1 Communication Vacuum

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.

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What Happens When Organizations Change?

• The Face of Resistance

 Fear

 Interruption of routine

 Loss of faith, trust, and personal investment

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 Feeling that past efforts are meaningless

What Happens When Organizations Change?

• Reducing Resistance

◦

acceptance of and agreement to change

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 Employee buy-in

Change Communication

FIGURE 14.2 Multidirectional and Multimedia Communication

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Change Communication

• Multidirectional and Multimedia

Communication

◦

design of messages that can reach all employees throughout the organization

 Multidirectional communication

◦

use of many channels to transmit a message

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 Multimedia communication

Change Communication

• Unintended Messages

• Provide Reasons

• Timing

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Change Communication

• Practice Change Communication Design

 Open up the new corporate vision

 Connect vision to employees

 Include new vision in the corporate culture

 Encourage employee role in the vision

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 Reduce vision resistance

The Process of Conflict

• What Is Conflict?

◦

an event expressed through communication when individuals or groups behave in ways that indicate they have incompatible positions or goals

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 Conflict

The Process of Conflict

• Who’s Who in Conflict

◦

different parties involved in a conflict

 Disputants

◦

problem that occurs within a single group of people

 Intragroup conflict

◦

problem that arises between two or more groups

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 Intergroup conflict

The Process of Conflict

• The Real Issues

◦

a definitive goal or demand advanced by one or both parties that underscores an attitude or disposition

 Position

◦

reasons or motivations underlying a position

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 Interests

Conflict Communication Skills

• Listen and Learn

• Verbal Diplomacy

• Flexible Interpersonal Style

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Types of Conflict

• Communication Conflicts

• Social View Conflicts

• Fundamental Interest Conflicts

• Business Conflicts

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Traditional Conflict Strategies

 Negotiation

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◦ a give-and-take technique to achieve accord through a process of compromise or the offering of proposals and counterproposals

Traditional Conflict Strategies

 Positional bargaining

 Mediation

 Conflict management

 Arbitration

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Transformative Communication in Conflict

 Transformative communication

◦

• Dialogue Transformation Strategy

focuses on interaction and relationship building by reframing the terms and concepts of conflict

◦

a relationship-dialogue process that can be used to modify differences and disputes

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 Dialogue transformation

Transformative Communication in Conflict

• Explore Interests and Emotions

• Reframe and Replace Expectations

• Convert and Resolve the Conflict

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Transformative Communication in Conflict

• Practicing Dialogue Transformation

 Exploring interests and emotions

 Reframing and replacing expectations

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 Converting and resolving

Questions

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