Discuss how Bill could use a constructive approach to conflict handling to respond to Jack’s last comment. The main issue here is how the assess Jack Adams’ performance properly. The new district manager, Bill believes that the performance appraisal can legitimately reflect Jack’s performance, which is 18% below quota, whereas Jack suspects that the new territory assignments has detrimental impact on his previous performance, as two major accounts has been taken away. In this circumstance, collaboration is a proper negotiation style as jack’s performance is important to both side and the importance of their relationship. However, it seems that Bill does not pay enough attention to this relationship as he did not realise the value of Jack. What are the communication and critical thinking problems evident in this case? Lecture 2
Less active listing: they have listening barriers and they did not apply active listening skills Listening barriers:
Bill has inadequate background information
Bill is desire to ambush and criticise the speaker because he has stereotype on Jack before the conversation start Bill is under distraction because he wanted to finish the conversion in half an hour Active listing:
Attending skills: eye contact, posture, body movement, personal space Encouraging skills: inviting the speaker to disclose more about their thought and feelings, without pressuring them Verbal attending response: “I see”, “mm”, “okay” coupled with positive posture and body movement can encourage the speaker to continue. Ask encouraging questions: “so how did that make you feel?” Reflecting skills: paraphrasing “ so what you say is …” Lecture 4
Collaboration requires effective communication:
Assertive statement: Bill has stereotype on Jack, before their conversation he believes that Jack did not work hard. Not proper body movements
Bill raised his hand to interrupt Jack
Jack folds his arms
Not vocal tone should portray respect and confidence.
Bill cleared his...
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