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ED-D 316 Chapter 10
Managing Interpersonal Conflicts
| Question | Answer |
|---|---|
| Define conflict | An expressed struggle between at least two interdependent parties who perceive incompatible goals, scarce resources, and interference from the other party in achieving their goals. |
| What's the nature of conflict | 1. conflict is natural 2. conflict can be beneficial |
| What are the five conflict styles | avoiding, accommodating, competing, compromising, collaborating |
| define avoiding | A lose-lose conflict style in which the parties ignore the problem at hand. |
| When avoiding is beneficial | - the risk is too great - the relationship isn't worth the effort - the issue is temporary or minor |
| define accommodating | a lose-win conflict style in which the communicator submits to a situation rather than attempting to have his or her needs met. |
| define competing | a win-lose approach to conflicts that seeks to resolve them in one's own way |
| define direct agression | a criticism or demand that threatens the face of the person at whom it is directed |
| examples of direct agression | character attacks, competence attacks, physical appearance attacks, maledictions, teasing, ridicule, threats, swearing, and non-verbal emblems. |
| define passive aggression | an indirect expression of aggression that occurs when a communicator expresses hostility in an obscure or manipulative way |
| 12 kinds of crazymakers | Avoider, pseudoaccommodator, guiltmaker, mind reader, trapper, crisis tickler, gunnysacker, trivial tyrannize, beltliner, joker, withholder, Benedict Arnold. |
| define compromising | an approach to conflict resolution in which both parties attain at least part of what they wanted through self-sacrifice |
| define collaborating | a conflict management style that seeks win-win solutions |
| what factors decide which conflict styles should be used | relationships, situation, the other person, your goals, |
| when accommodating is beneficial | - you're wrong - issue is more important to others - long-term cost of winning isn't worth the short-term gain - build up credits for later conflicts - let others learn by making their own mistakes |
| Define relational conflict | a pattern of managing disagreements that repeats itself over time in a relationship |
| define complementary conflict style | a relational conflict style in which partners use different but mutually reinforcing behaviour |
| What are the three relational conflict styles | complementary conflict style, symmetrical conflict style, parallel conflict style |
| Define symmetrical conflict style | A relational conflict style in which both partners use the same tactics. |
| Define parallel conflict style | A relational conflict style in which the approach of the partners varies from one situation to another |
| define conflict ritual | An unacknowledged repeating pattern of interlocking behavior used by participants in a conflict. |
| What are the two powerful variables that affect the way people manage conflict | gender and culture |
| Why win-win conflict style is rarely used | 1. lack of awareness 2. conflict is accompanied by emotion 3. require the other person's cooperation |
| how to handle conflicts in a win-win manner | 1. identify your problem and unmet needs 2. make a date 3. describe your problem and needs 4. consider your partner's point of view 5. negotiate a solution 6. follow up the solution |
| How to negotiate a solution using modification of Thomas Gordon's approach | 1. identify and define the conflict 2. generate a number of possible solutions 3.evaluate the alternative solutions 4.decide on the best solution |
| What are the potential benefits of conflict | - handling future conflict - foster innovation - solve uncover problems - sense of connection |
| define nonintimate-aggressive | partners fight unsuccessfully to satisfy important content and relational goals |
| define nonintimate-nonaggressive | parties avoid conflicts instead of facing issues head on |
| define intimate-aggressive | combine aggression and intimacy, might work out in some relationships |
| define intimate-nonaggresive | not much attacking or blaming. partners confront each other directly or indirectly |
| define dysfunctional conflict | conflict that creates animosity, cases interpersonal stress, and hinders a group's progress. |
| define functional conflict | positive conflict that focuses on issues rather than personalities |
| Summarize the guidelines presented in the text for handling conflict in the workplace. | -leave before you lose your cool -tell you boss first -don't trash your company -finish on a strong note |
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