Help
Options
Didn't know it?
click below
click below
Knew it?
click below
click below
Don't Know
Remaining cards (0)
Know
retry
shuffle
restart
0:00
Embed Code - If you would like this activity on your web page, copy the script below and paste it into your web page.
Normal Size Small Size show me how
Normal Size Small Size show me how
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: Illusion of Invulnerability, Assuming Inherent Morality Type B: Collective Rationalization, Stereotypes of Out Groups Type C: direct pressure on dissenters, self censorship, illusion of unanimity, self-appointed mind guards |
| What is the Illusion of Invulnerability symptom of group think? | members assume group will succeed so they ignore danger, take extreme risks, and are overly optimistic |
| What is Assuming Inherent Morality symptom of group think? | groups believe unquestionably they are good and righteous |
| What is the Collective Rationalization symptom of group think? | Members discredit and explain away warnings that are contrary to the groupâs thinking Ex. Strong evidence that contradicts the groups plan is framed as outdated or biased |
| What is the Stereotype of Out-Groups symptom of group think? | Dismissing members or leaders of outgroups using negative generalization Ex. framing out-groups as evil, biased, emotional, or stupid |
| What is the Direct Pressure on Dissenters symptom of group think? | Members pressure anyone in the group who expresses arguments against the groupâs stereotypes, illusions, or commitments, viewing such opposition as disloyalty |
| What is Self-Censorship symptom of group think? | 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 the Illusion of Unaimity symptom of group think? | Members falsely assumes everyone agrees with the groupâs decision; silence is seen as consent |
| What is the Self-Appointed Mind Guards symptom of group think? | 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. |
| What is Uncertainty Reduction Theory? | how people manage uncertainty in social situations |
| What are Anxiety/Uncertain Management Theories? | how people manage the anxiety linked to uncertainty, particularly in cultural contexts |
| What is important to remember about both Uncertainty Reduction Theory and Anxiety/Uncertain Management Theories? | Both theories assume we are motivated to reduce uncertainty |
| What is anxiety? | feelings of being uneasy, tense, worried, and apprehensive about what might happen |
| What is certainty/uncertainty? | the confidence a person has in their own ability to predict the attitudes, feelings, and behaviors of others |
| What happens with more possibilities when it comes to uncertainty? | The more alternative possibilities the more uncertainty there is |
| What do we do to help reduce uncertainty? | Seek out information: verbal communication, nonverbal communication, ask questions, apply past experiences (with person or with others) to current situation (assumptions) |
| When do we use imagined interaction theory? | If we are uncertain about how a future interaction will go or why a conversation went the way it did, we may try to imagine/reimagine the interaction to reduce our uncertainty |
| What is imagined interaction theory? | Imagined Interactions involve mentally picturing how a conversation will go or replaying a past conversation in order to better make decisions about how to communicate in a relationship |
| What are the six basic functions of imagined interactions? | 1.Maintaining Relationships 2.Linking or Managing Conflict 3.Rehearsing Messages 4.Aiding People in Self-Understanding 5.Providing Emotional Catharsis by Relieving Tensions 6.Compensating for a Lack of Real Interactions |
| What are the eight attributes of imagined interactions (II)? | Frequency, proactivity, retroactivity, variety, discrepancy, self-dominance, valence, and specificity |
| What is frequency? | How often a person has Imagined Interaction |
| What is proactivity? | Imagined Interactions that take place prior to an actual interactions |
| What is retroactivity? | Imagined Interactions in which someone re-imagines an interaction that already happened |
| What is variety? | variety of topics and partners someone has in their Imagined Interactions |
| What is discrepancy? | How similar or different imagined interactions are to the actual interaction |
| What is self-dominance? | Who is more dominant in the imagined interaction (you or other |
| What is valence? | What high valence or low valence emotions are experienced while imagining a conversation |
| What is specificity? | how much detail and distinct images (verbal and nonverbal communication) are used within an imagine interaction |
| True or false: The attributes do not vary from person to person and interaction to interaction | False: the attributes do vary |
| What is the core idea of Imagined Interaction Theory? | People frequently imagine conversations before or after they occur. These imagined interactions help individuals mentally rehearse communication, process past conversations, and reduce uncertainty about future interaction |
| What does the core idea of Imagined Interaction Theory mean? | Conflict is influenced not only by the conversations people actually have, but also by the conversations they have in their minds. These imagined interactions can shape emotions, expectations, and communication choices |
| What are the complications with Imagined Interaction Theory? | II's do not always reduce uncertainty if there is a wide variety or discrepancy within IIs - may also lead to unproductive certainty. |
| What can Imagined Interaction Theory lead to when it comes to conflict management? | when people base mental conversations on false assumptions, they may become overly confident, anticipate the worst outcome, or reinforce negative interpretations |
| What is one implication of Imagined Interaction Theory for conflict management? | Recognize that the conversations you imagine can influence how you approach conversations. |
| What is another implication of Imagined Interaction Theory for conflict management? | Use imagined interactions to prepare thoughtful questions, organize your thoughts, and practice respectful communication rather than assuming you know what the other person will say or this |
| What is low valence? What is high valence? | negative emotions, positive emotions |
| What does face mean in Face Negotiation Theory? | one's self-image in the presence of others |
| What is face work in Face Negotiation Theory? | the communication behaviors people use to build and protect their own face and/or to protect, build, or threaten the face of another person. |
| What is positive face? Positive does not mean good (or bad) in this case. | Desire to be liked by others |
| What is negative face? Negative does not mean bad (or good) in this case. | Desire to be autonomous and free of others |
| What do face-saving tactics do? | Prevent or stop anticipated face threats |
| What do face restoration tactics do? | Trying to recover or protect face after losing face |
| What are the five face-saving tactics? | Disclaimers, Encouraging Empathy, Avoiding, Lying, and Tact |
| What does the disclaimers face-saving tactic mean? | Providing a preemptive statement before saying or doing something to soften potential negative reactions or judgments Ex. “I’m not an expert on this, but here’s my suggestion… |
| What does the encouraging empathy face-saving tactic mean? | Encouraging others to consider a person’s personal experiences Ex. “I’ve been stressed lately so if I don’t talk to you a lot that’s why |
| What does the avoiding face-saving tactic mean? | Skipping over or steering away from a potentially face-threatening situation to protect yourself or others from embarrassment. Ex. Changing the topic, pretending not to notice a mistak |
| What does the lying face-saving tactic mean? | Providing false information to protect someone (including yourself) from losing face Ex. “I can’t work this weekend because of a family event” (when really you just don’t want to |
| What does the tact face-saving tactic mean? | Delivering potentially face-threatening information in a considerate or diplomatic way to avoid offending or embarrassing. Ex. “Overall you did a great job. There are just a few minor things we can adjust. |
| What are the eight face restoration tactics? | Apologies, Excuse/Justification, Humor, Blame, Remediation, Aggression, Avoidance, and Lying |
| What does the apologies face restoration tactic mean? | Admitting Fault of wrongdoing to acknowledge loss of face and attempt to restore trust. Ex. “I know I messed up. I’m sorry. I’ll make sure it does not happen again |
| What does the excuse/justification face restoration tactic mean? | Offering external reason for mistake to minimize personal blame. Ex. “The material was really hard”, “There was traffic that made me late." |
| What does the humor face restoration tactic mean? | Using humor to deflect or minimize the seriousness of a face-threatening event. Ex. “Welp that was awkward!” or saying “It was just a joke |
| What does the blame face restoration tactic mean? | Placing responsibility on someone to explain a mistake Ex. Give or take blame “It’s not my fault, the team didn’t get me the information in time." |
| What does the remediation face restoration tactic mean? | Taking corrective actions or steps to fix a mistake or resolve a failure. Ex. “I already submitted a new version with all the problems fixed |
| What does the aggression face restoration tactic mean? | Using hostility to push back against face-threatening accusations. Ex. “How dare you suggest this is my fault. |
| What does the avoidance face restoration tactic mean? | Avoiding the subject or situation to minimize attention on a face-threatening issue |
| What does the lying face restoration tactic mean? | Providing false information to cover up a face-threatening event. |
| What is social exchange theory? 3 things | assumes relationship satisfaction is based on evaluations of how much cost and rewards we get from a relationship and how we evaluate alternative options; People are more likely to stay in relationships when rewards outweigh cost |
| What is a key assumption about social exchange theory? | people’s decision to stay in a relationship will depend on how satisfied they are and how stable the relationship is |
| What is satisfaction in social exhange theory? | People are motivated to stay in relationships where there is high reward and low costs |
| What is stability in social exchange theory? | People’s motivation to stay in or leave a relationship will depend on comparison level of alternative |
| What are rewards in social exchange theory? What are the two types of benefits? What do they mean? | positives to come from a relationship Tangible benefits: money/material items and services/actions Intangible benefits: approval, status, emotional support, love, positive emotions |
| What are costs in social exchange theory? What are examples? | negative experiences Emotional stress, time, effort, material items, absence of rewards |
| What are the four types of relationships in social exchange theory? | Satisfactory and Stable, Unsatisfactory and Stable, Satisfactory and Unstable, & Unsatisfactory and Unstable |
| What does a Satisfactory and Stable relationship mean? Is the relationship healthy or unhealthy? | High rewards and low costs; the relationship is better than alternatives; healthy |
| What does an Unsatisfactory and Stable relationship mean? Is the relationship healthy or unhealthy? What are three examples? | Low rewards and high costs; Alternatives do not appear better; May be healthy or unhealthy. Ex. Momentary moments of unsatisfaction that can improve; Unsatisfactory family relationships; Financial abuse |
| What does a Satisfactory and Unstable relationship mean? Is the relationship healthy or unhealthy? What are two examples? | High rewards and low cost; An alternative relationship appears more appealing or appealing in a different way; May be healthy or unhealthy. Ex. Evolving Friendships, Cheating |
| What does an Unsatisfactory and Unstable relationship mean? Is the relationship healthy or unhealthy? | Low rewards and high costs; An alternative appears more appealing; Unhealthy relationship that will end |
Created by:
user-1965680