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Conflict Resolution
Terms
| Question | Answer |
|---|---|
| What is conflict? | the existence or perception of an impediment to one’s core needs, values, or goals |
| What is high conflict? | friction that is bitter, all-consuming, unproductive, and difficult to get out of |
| What is good conflict? | friction that is serious and intense but ultimately leads somewhere useful |
| What is conflict resolution? | goal is to resolve the conflict, thereby reestablishing trust between parties so they can rebuild their relationship and put that particular conflict behind them |
| What is conflict management? | goal is to manage ongoing conflict by establishing processes and systems that minimize the negative effects of conflict and to support the safety and autonomy of the parties involved, despite the persistence of their conflict |
| What is a key component of conflict management? | looking ahead and putting in place processes to prevent conflicts from happening or mitigating their severity when they do emerge. |
| What are the six core psychological needs? | Identity (positive self-regard), safety, care (affiliation), autonomy (independence), growth (pursuits), and stimulation (engaging activities) |
| What is identity (positive self-regard) when in conflict? | Your sense of who you are is threatened |
| What is safety when in conflict? | Your sense of security and safety is threatened (physical, psychological, and material) |
| What is care (affiliation) when in conflict? | Your sense of connection and support from others is threatened |
| What is autonomy (independence) when in conflict? | Your sense of freedom is threatened |
| What is growth (pursuits) when in conflict? | Your goals are being threatened |
| What is stimulation (engaging activities) when in conflict? | Your sense of satisfaction is threatened |
| What is a hypothesis? | proposed explanation or educated guess for a phenomenon, observation, or problem |
| What is a theory? | well-supported, overarching explanation of an aspect of the natural world or human experience |
| What is important about social science theories that differentiate them from scientific theories? | They typically describe patterns but embrace the commonality of exceptions |
| How many functions are there for communication theories? | 5 |
| What is the first function of a communication theory? | help researchers choose what communicative behaviors to study |
| What is the second function of a communication theory? | help us understand our communication experience |
| What is the third function of a communication theory? | help us predict and control our communication and its impact |
| What is the fourth function of a communication theory? | help us broaden our understanding of human communication |
| What is the fifth function of a communication theory? | help us challenge current social and cultural realities by providing new ways of thinking and living |
| What is groupthink? | A psychological phenomenon where groups make irrational or non-optimal decisions because the desire for conformity and harmony overrides critical thinking |
| How many symptoms of groupthink are there? | 8 |
| How many categories are there for groupthink symptoms? What are these categories? | 3. Type A: An overestimation of the group Type B: Closed mindedness Type C: Pressure Toward Uniformity |
| Which symptoms go in which category? | Type A: 1-2 Type B: 3-4 Type C: 5-8 |
| What is symptom 1? | Illusion of Invulnerability: members assume group will succeed so they ignore danger, take extreme risks, and are overly optimistic |
| What is symptom 2? | Assuming Inherent Morality: groups believe unquestionably they are good and righteous |
| What is symptom 3? | Collective Rationalization: Members discredit and explain away warnings that are contrary to the group’s thinking Ex. Strong evidence that contradicts the groups plan is framed as outdated or biased |
| What is symptom 4? | Stereotypes of out-groups: Dismissing members or leaders of outgroups using negative generalization Ex. framing out-groups as evil, biased, emotional, or stupid |
| What is symptom 5? | Direct Pressure on Dissenters: Members pressure anyone in the group who expresses arguments against the group’s stereotypes, illusions, or commitments, viewing such opposition as disloyalty |
| What is symptom 6? | Self-Censorship: Members withhold their dissenting views and counterarguments, often because they are questioning their logic, assuming others know better, or they fear real or imagined consequences of speaking up |
| What is symptom 7? | Illusion of Unanimity: Members falsely assumes everyone agrees with the group’s decision; silence is seen as consent |
| What is symptom 8? | Self-Appointed Mind Guards: Some members appoint themselves to the role of protecting the group from adverse information that might threaten group complacency |
| Does a group need to be exhibiting all 8 symptoms to be engaging in group think? | No |
| What is the core idea of group think? | In an attempt to avoid conflict, groups may sometime not bring up real concerns which leads to bad decision making |
| What does the core idea of groupthink mean? | Conflict can be a good thing if done well as it can help people/groups make better decisions |
| What is the implication of the core idea of groupthink on conflict management? | Conflict itself is not always bad. Conflict may be hard in the moment but lead to good things in the long term. Don’t avoid conflict just because feels easier or safer to do so |
| What is expectancy violation theory? | a theory of communication that analyzes how individuals respond to unanticipated violations of expectations |
| What do expectations depend on? | Interactant Characteristics, Interpersonal Characteristic, and Environment |
| What are Interactant Characteristics? | age, sex, personality traits |
| What are Interpersonal Characteristics? | relationship |
| What is the Environment (when discussion expectations)? | cultural influence and social situations |
| What are predictive expextancies? | predictions about how people will be behave based on observations/past patterns "What will happen?" |
| What are prescriptive expectancies? | Socially taught understandings of how people should behave in particular contexts "What should happen?" |
| Imagine you are working at a store, and someone wants to return something, but they missed the return deadline by 1 day so you have to tell them they cannot return it. What is a predictive expectancy and what is a prescriptive expectation? | Predictive: The customer will insist you do it anyway. Prescriptive: The customer will understand and leave. |
| What is violation variance? | The evaluation of the positive or negative value of the violation **Expectancy violations are not always negative: If someone tipped you $100 on a $20 bill you probably would view that expectation violation positively |
| What are threat thresholds? | Everyone has their own unique level of comfort or discomfort regarding particular expectation violations |
| What influences threat thresholds? | Culture, Past experiences, Personality |
| What is the core idea of expectancy violation theory? | Conflict often emerges when expectations we have are violated in ways that we interpret as negative |
| What does the core idea of expectancy violation theory mean? | Conflict is often about interpretation, not just behavior |
| What are complications of expectancy violation theory? | Expectations are not rules; different people may interpret the same behavior as positive or negative depending on who does it |
| What are the three implications of expectancy violation theory on conflict management? | Pause before reacting: “What expectation did I have here?” Ask: “Is there another way to interpret this behavior?” Clarify expectations explicitly to prevent conflict/escalation |
| What is standpoint theory? | communication/social theory argues knowledge and perspective shaped by social positions, emphasizing different social, cultural, or economic groups experience the world differently; standpoints influence how one interprets communication and reality |
| What is a standpoint? | perspective developed through one’s social position and lived experience |
| What is situated knowledge? | All knowledge is context-dependent; no one viewpoint captures the whole truth |
| What is naive realism? | the belief that our own perspective is objective and accurate, while others who see things differently are biased, uninformed, or irrational |
| What is the core idea of standpoint theory? | People's experiences shape what they know, how they understand reality, and how they interpret events |
| What does the core idea of standpoint theory mean? | Conflict often arises because people are drawing on different lived realities, not just different opinions |
| What are complications of standpoint theory? | People tend to assume their way of seeing reality is objective, thus if someone sees things differently they are often seen as the problem who needs to change their views to resolve the conflict |
| What are the implications of standpoint theory? | Recognize people have their views for a reason and do not automatically think you are right and they are wrong. Don’t assume you are being objective. Try to understand how other’s experiences are shaping how they see the world. |
| What is the fundamental attribution error? | an individual's tendency to attribute another's actions to internal attributes (character or personality) while attributing their own behavior to external attributes/factors outside of their control |
| What are internal attributes? | attributing someone’s behavior to their character/personality “It’s who they are" -lazy, a jerk, etc |
| What are external attributes? | attributing behavior or outcomes to situational or environmental factors Ex. "I was tired" "Traffic was bad" etc |
| What is the core idea of fundamental attritbution error? | When someone does something wrong/bad we tend to judge/blame their character, but when we do something wrong/bad we explain it by looking at what other factors contributed to our behavior |
| What does the core idea of fundamental attribution error mean? | We are quick to assume bad intention in others and not give them grace when they mess up but we expect others to know we didn’t have bad intentions and give us grace when we mess up |
| What are the implications of fundamental attribution error on conflict management? | When there is conflict we often jump straight to attacking the person and their intentions which puts them on the defense.T aking time to reflect on possible situational explanations can reduce blame, increase empathy, and lesson heighted negative emotion |
| What is emotional intelligence? | ability to recognize, understand, and manage your emotions, and to recognize, understand, and influence the emotions of others |
| What are the four domains of emotional intelligence? | Self-awareness, Self-management, Social Awareness, and Relationship Management |
| What is self-awareness? | ability to understand your feelings and how they shape your perceptions, thoughts, and impulse to act |
| What is self-management? | regulating managing your emotions through emotional balance (self-control), cultivating a positive outlook, embracing a growth mindset, and staying focused on goals |
| What is social awareness? | ability to gauge your environment and understand the emotions, needs, and perspectives of others (i.e. empathy) |
| What is relationship management? | ability to effectively build relationships, communicate, and work with others |
| What is cognitive empathy? | understanding someone else’s perspective |
| What is emotional empathy? | understanding someone else’s feelings |
| What is empathetic concern? | communicating that you care about someone |
| What is the core idea of emotional intelligence? | Emotional intelligence is the ability to recognize, understand, manage, and appropriately respond to your own emotions and the emotions of other |
| What does the core idea of emotional intelligence mean? | Conflict is influenced not only by what people say or do, but also by how they recognize, regulate, and respond to emotions during difficult interaction |
| What are complications with emotional intelligence? | Strong emotions overwhelm ability to think clearly, leads to impulsivity, misinterpretation, becoming defensive, or escalating the conflict; failing to recognize/try to understand another person's emotional state can make them feel unheard/dismissed |
| What are the implications of emotional intelligence for conflict management? | Recognize that emotions often communicate underlying needs, concerns, or values. Conflict management often involves taking times to understand and communication your emotions rather than reacting impulsively. |
Created by:
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