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Talking Business
Test 2 Chapter 7
| Question | Answer |
|---|---|
| Define Conflict | The Internal or external tension that occurs when you anticipate difficulty meeting important needs. |
| 5 Leading Causes of Conflict | 1. Misunderstanding/Miscommunication 2. Disrespectful or disregard for other people 3. Conflicting egos 4. Impatience 5. Fear and insecurity over loss of control |
| 5 Types of Conflict | 1. Pseudo conflicts 2. Fact Conflicts 3. Ego Conflicts 4. Value Conflicts 5. Needs Conflicts |
| Pseudo Conflicts | Not real. Two causes 1. faulty assumptions 2. False dilemmas (seeing only 2 solutions for a problem) |
| Fact Conflicts | Disagreement about information that could easily be verified. Can turn into Ego Conflicts |
| Ego Conflicts | A dispute centers on status or power. Initial argument may be over a factual question. Conflict centers on "who" has the "rights" |
| Value Conflicts | Focus on personal beliefs, value rights, religion etc. |
| Need Conflicts | Needs of one individual clash with anothers needs |
| 5 Types of Conflict Management Styles | 1. Avoiders 2. Accomodators 3. Forcers 4. Compromisers 5. Collaborators |
| Avoiders | See conflict as hopeless and useless, are impersonal and distant, removes self physically or emotionally |
| Accomodators | Believe conflict is destructive,under value own needs. Wants peace at any price |
| Forcers | Believes winning is the only way. Loves a challenge. Expresses anger when others don't agree. Be a forcer when decisions have to be made quickly |
| Compromisers | Believes half is better than none. Wants each side to gain something. Be a compromiser when the situation isn't vital. |
| Collaborators | Believes both parties can meet their needs. See conflict as a natural way to meet needs. Be a collaborator when there is time. If both parties are willing to work together. |
| Conflict Strategy Guidelines | 1. Recognize the enemies 2. Identify your needs and those of the other person 3. Plan what you want to say 4. Choose the right time 5. Take turns speaking and listening 6. Set the stage for a solution 7. Express appreciation |
| 3 Types of Criticism | 1. Manipulative 2. Vague 3. Value |
| Fogging | Used for manipulative criticism. Presents a non-defensive, indifferent response. Seeks to acknowledge the criticism |
| Negative Assertion | Strongly agrees with valid criticism. Admits mistakes. Expresses a sad, regretful tone. |
| Negative inquiry | Clarifies the intent of vague criticism. Shares a puzzled, confused tone. Seeks further information. Uses questions |
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