chapter 9
what are the early stages in UNPRODUCTIVE conflict communication
1st 3 mins are most important, sets stage for how conflict is managed bc negative climate builds
what is a neglect response
Denies or minimizes problems that could lead to overt conflict
what are the responses to conflict
Exit, Neglect, Loyalty, and Voice response
what are aspects of the compromise conflict style
Partial satisfaction, Can be good and bad
what is an exit response
Physically walking out or psychologically withdrawing
what is unproductive conflict communication
Reflects a preoccupation with oneself and disregard for others
what are aspects of the avoidance conflict style
Reflects pessimistic attitude, Keeps peace temporarily
what is a loyalty response
Staying committed to a relationship despite differences
what is a specific aspect that happens in PRODUCTIVE conflict communication
agenda building
what is conflict (what are the four crucial aspects of conflict)
an expressed tension between people, Parties involved are interdependent, Perceive they have incompatible goals, Feel a need to resolve those differences
what are the later stages in PRODUCTIVE conflict communication
attention shifts to resolving tension through dual perspective, negotiation and contracting
what are the styles of conflict
avoidance, accommodation, competition, compromise, collaboration
what is kitchen sinking
bring up all things person is unhappy about in conflict discussion regardless if things are relevant to current conversation
what are aspects of accomodation conflict style
can be genuine (healthy) OR habitual (unhealthy)
what is productive conflict communication
creates supportive/positive relationship that increases possibility of resolving differences without harming relationship
how does culture/social groups shape conflict
define what conflict is, when it is appropriate, how it should be dealt with
what are the early stages in PRODUCTIVE conflict communication
foundation set far before conflict ever occurs, depends on comm climate in relationship
what is the concern for self and others in collaboration
high self, high others
what is the concern for self and others in competition
high self, low others
why is collaboration rare
it takes time and effort
what is a specific aspect that happens in UNPRODUCTIVE conflict communication
kitchen sinking
what are the 8 conflict management skills
listen mindfully, attend to the relationship level of meaning (vs. just content level), take responsibility for your thoughts/feelings/issues, check perceptions, look for points of agreement, time conflict appropriately, look for ways to preserve the other's face, imagine how you'll feel in the future
what is avoidance
lose-lose, ignore/stay away from conflict through physical or conversational means
what is accomodation
lose-win, person gives in to other person rather than asserting own point of view
what is the concern for self and others in accomodation
low self, high others
what is the concern for self and others in avoidance
low self, low others
what is the concern for self and others in compromise
mid self, mid others
what are the middle stages in UNPRODUCTIVE conflict communication
negative climate is stoked by other unconstructive communication
what does competition assume
no way for both parties to benefit/get what they want, so people will fight for their own desires
what are the middle stages in PRODUCTIVE conflict communication
positive groundwork supports what happens as people dig into issues, agenda building by staying focused on main issues
what are the later stages in UNPRODUCTIVE conflict communication
proposals met with counterproposals, more interested in pushing our own solution
what is. agenda building
staying focused on main issues
what is the most effective response a person can have
voice response
what is a voice response
Addresses conflict directly and attempts to resovle it
why is conflict natural in western relationships
Bc of individualistic culture
what are the four principles of conflict
Natural in most western relationships, Cultural/social groups shape meaning, May be expressed overtly and covertly, Can be good for individuals and relationships
what is compromise
Negotiated lose-lose, both parties get some of what they want with a sacrifice
what is competition
Win-lose, one person wins at other person's expense
what is collaboration
Win-win, everyone is satisfied without a need to compromise/sacrifice anything
what are the stages of productive and unproductive conflict communication
early, middle, and later stages
