Sophia: Conflict Resolution: Unit 3

Conflict escalating

"How could you do this to me?" would be an example of what type of language?

People vs. Problems

A conflict resolution perspective that focuses parties' attention on tangible actions and conditions within a conflict rather than perceived innate qualities of the parties.

Active Listening

A conflict resolution technique in which the listener sends constant feedback to the speaker, indicating that the speaker's message has been received and understood or interpreted as intended.

I-Statement

A conflict resolution technique used to explain how and why one person's action affects the speaker.

Value

A deeply held belief about what is right, proper, or moral or ethical.

Reaction vs. Response

A distinction between automatic, non-conscious reaction to a stimulus and consciously chosen action in response to a stimulus.

Integrative Bargaining

A form of negotiation based on win-win thinking.

Distributive Bargaining

A form of negotiation based on zero-sum thinking.

Positional/Distributive Bargaining

A form of negotiation in which elements of each party's positions are seen as things to be traded back and forth in an effort to get needs partially met.

Interest-Based Negotiation

A form of negotiation in which parties interests rather than positions are focused on in an effort to get all interests fully met.

Written Agreement

A mediated agreement in which each party's actions to be taken are formally written and clarified in a document given to each party.

Position

A particular way of getting an interest met, but not necessarily the only way of getting that interest met.

Unexpressed Interest

A party's interest in a conflict which has not been stated or explained to anyone other than the party holding the interest.

Brainstorming

A process of generating ideas or solutions as rapidly and in as great a number as possible, without evaluating them.

Leading Question

A question asked to confirm or disconfirm an assumption or belief of the asker, usually phrased with the speaker's belief as part of the question.

Open-Ended Question

A question asked to elicit a detailed explanation of a situation, answered with a detailed statement.

Yes/No Question

A question used to confirm facts, answered by a yes or no.

Short Answer Question

A question used to reveal facts, answered by a single word or brief statement.

Impasse

A situation in which the interests of both parties cannot be met jointly.

Balanced Solution

A solution to a conflict in which all parties feel that their needs have been satisfied.

Process Check

A technique used by mediators to be certain that parties are comfortable with and feel well-served by the mediation process; asking parties for feelings about, input on, and suggestions to address their comfort level with a mediation process.

A-Ha Moment

A term used to describe sudden realization of a concept, condition, or factor of a situation.

Problem Statement

A written description of the objectives of a solution to a conflict, generally phrased as a question.

Interest

An action, belief, or physical item that a party perceives as important or essential to his/her satisfaction or happiness.

Win-Win Thinking

An approach to conflict resolution that sees the objective of a successful solution as meeting each party's interests as fully as possible, to the point of satisfaction with the solution.

Zero-Sum Thinking

An approach to negotiation or conflict resolution that assumes any gain for one party implies a corresponding loss for the other party.

Broken Record

An assertive communication technique involving repetition of a simple statement of one's need or goal when in conversation.

Blaming

Attributing a negative experience to another's actions or inactions.

consider/ interest

Brainstorming can be an easier process if parties ____________________ each ___________________, one at a time.

constructive

Conflict resolution assists parties in not changing their core values, but rather developing more _____________ relationships.

suspend judgment

For brainstorming to work, parties must ___________________________.

understanding/ agreement

If an individual is using active listening techniques, they will show ______________ of the message but not always ___________________.

Reflect

In active listening, indicating that the emotional content or purpose of a message has been heard and understood.

Summarize

In active listening, repeating key points of a speaker's message to show understanding.

Paraphrase

In active listening, restating a speaker's message in the listener's own words to show understanding.

Statement of What You Want

In assertive communication, a declaration of the speaker's desired outcome or desired action from the listener.

Empathy/Validation

In assertive communication, a portion of a statement intended to show that the speaker accepts (though does not necessarily agree with) the listener's perspective or action.

Statement of Problem

In assertive communication, a statement of what the speaker finds undesirable or problematic.

Fogging

In assertive communication, a technique used to deflect negative criticism by accepting some of a person's statement of criticism but declaring/implying one's right to choose one's own behavior/action.

Content to Process Shift

In assertive communication, shifting the topic of communication to the listener's behavior at a particular moment; generally used when listener is using words or actions to try to avoid engaging with speaker.

Defusing

In assertive communication, taking time to allow a person to become calm (generally after a provoking event) before starting/continuing communication.

Ownership

In conflict resolution processes: a sense that parties have substantial control over their participation and design or implementation of a process and any potential solutions.

Identity vs. Action

In conflict resolution, similar to people v. problems, a focus on specific actions performed by a party rather than the party's innate nature.

Confidential

In conflict resolution, the treating of information shared between two people as not to be shared with any other person without the expressed consent of the first person.

Feedback

Indications that a message has been received and interpreted in a particular way.

Joint Interests

Interests held by all parties to a conflict.

Shared/Mutual (Joint) Interests

Interests held by all parties to a conflict.

You Statement

Opposite to I-statements; a statement ascribing a given trait or quality to another, usually negative.

Private Meeting

Part of a mediation process in which the mediator meets with each party alone (e.g. without the other party present).

Suspending Judgement

Refraining from evaluation of an idea, situation or person.

Iterative

Regarding a process, a condition requiring repetition and movement back and forth between stages.

"I am opposed to the death penalty, so I won't support any candidate who believes in it."

Select another example of an interest that is based on values.

It must address the interests of all parties.

Select one important aspect of a written problem statement.

Seeing other parties' interests as being just as important as your own

Select one important aspect of win-win thinking.

A formal agreement provides clarity about expectations.

Select one reason why a formal, written agreement might be useful.

Interlinking options should communicate how the parties' joint interests are being met.

Select the true statement about interlinking options.

evaluating

The ________________ process of brainstorming is when both parties explore the feasibility of each option and the degree to which it meets one or both parties needs.

Feasibility

The degree to which a proposed action or solution is actually possible.

Agreement vs. Acceptance

The distinction between agreeing with a statement and indicating that the hearer understands the statement as true in the mind of the speaker

effective

Using I-messages, active listening and clarifying questions in conflict resolution will assist in more ___________________ communication.

strengthening/ confirming

Utilizing a process check during the conflict resolution process can assist the intervener in ______________ and/or ________________ the parties sense of ownership.

needs/goals

When utilizing the assertive communication technique of broken record, an individual will repeat a simple statement explaining one's ___________ or _______________ in conversation.

A teacher stating, "I teach because I want to make a difference!"

Which of the following examples would be an example of when someone's interests are based on their values?

Addressing the needs underlying the parties' positions

Which of the following is a goal of interest-based negotiation?

Actions

While a party's underlying values are always constant, which of the following can be negotiated during the bargaining process?