Dealing with Conflict Ch.6

How can individuals effectively deal with anger?

1. Be rational and think clearly 2. Use an anger journal

XYZ model

Describes a problem in terms of behavior, consequences, and feeling.

Conflict

Exists whenever two or more parties are in disagreement.

True statement about passive-aggressive behavior

It can often lead to a deterioration in human relations.

An individual who uses the critical parent ego state is most likely to be?

Judgmental

How do you deal with workplace violence?

Know when to get away from a combative and violent person.

Overuse of avoiding conflict style.

Leads to conflict within the individual. People tend to walk all over the avoider.

Advantages of the avoiding style

May maintain relationships that would be hurt through conflict resolution

Disadvantage of the forcing style.

Overuse of this style leads to hostility and resentment toward its user.

What are the ego states of transactional analysis?

Parent, child, and adult

Advantages of the accommodating conflict style

Relationships are maintained

Most effective way to eliminate or reduce anger?

Remembering how anger affects the self and human relations.

Any behavior that implies recognition of another presence is know as?

Stoking

Statement about crossed transactions.

They normally lead to feelings of resentment, bewilderment, and anger for the sender.

What is the best possible way to deal with the anger of others?

Use empathy.

Natural child ego

Use probing responses that display inquisitiveness

Collaborating conflict style. (Aka problem-solving style)

User assertively attempts to resolve the conflict with the best solution agreeable to all parties.

Avoiding conflict style

User attempts to passively ignore the conflict rather than resolve it. It's user is unassertive and uncooperative and wants to avoid or postpone confrontation. A lose-lose situation is created because conflict is not resolved.

Accommodating conflict style

User attempts to resolve the conflict by passively giving in to the other party.

Forcing conflict style

User attempts to resolve the conflict by using aggressive behavior

Compromising conflict style.

User attempts to resolve the conflict through assertive give-and-take concessions.

Three types of transactions

(1)Complementary: sender of the message gets the intended response from the receiver. (2)Crossed: the sender does not get the expected response. (3)Ulterior: person appears to be in one ego state, but his or her behavior comes from a different ego state.

Three ego states of TA

(1)Parent: critical parent is evaluative while the sympathetic parent is supportive (2)Child: natural child is curious while the adapted child rebellious (3)Adult: adult is a thinking,unemotional state of ego

When is is appropriate to use the forcing conflict style?

1. Conflict is about personal differences 2. Maintaining close, supportive relationships is not critical 3. Conflict resolution is urgent

Mediating conflict resolution steps.

1. Have each party state his or her complaint using the XYZ model. 2. Agree on the problem. 3. Develop alternative solutions. 4. Make an agreement for change and follow up.

Responding to conflict resolution steps.

1. Listen to and paraphrase the probe using XYZ model 2. Agree with some aspect of the complaint. 3. As for and/or give alternative solutions 4. Make an agreement for change.

Appropriate use of the collaborating conflict styles.

1. Maintaining relationships is important. 2. Time is available. 3. It is peer conflict.

Appropriate use of the accommodating conflict style.

1. Maintaining the relationship outweighs all other considerations 2. Changes agreed to are not important to the accommodator, but ate to the other party. 3. Time to resolve the conflict is limited

Appropriate use of the avoiding conflict style.

1. Ones stake in the issue is not high 2. Confrontation will damage a critical working relationship 3. Time constraint necessitates avoidance.

Steps of assertive behavior

1. Set a goal 2. Figure out how to develop a win-win situation 3. Develop self-assured and confident phrases. 4. Implement your plan persistently

Appropriate use of the compromising conflict style.

1. The issues are complex and critical, and there is no simple and clear solution. 2. All parties have a strong interest in different solutions. 3. Time is short.

Initiating conflict resolution steps.

1. plan to maintain ownership of the problem using the XYZ model 2. implement your plan persistently 3. make an agreement for change

A feature of conflict is that?

A balance of conflict is essential to all organizations.

Assertive behavior is typically displayed by individuals who use which ego state?

Adult ego state.

Advantages and disadvantages of the collaborating conflict style.

Advantage is that it tends to lead to the best solution to the conflict using assertive behavior. One great disadvantage is that the time and effort it takes to resolve the conflict is usually greater and longer than with the other styles.

Characteristic of aggressive behavior

Aggressive individuals are hard, highly competitive, and often violent.

Difference between avoiding and accommodating

Avoiding style, you can simply say or do nothing. However with the accommodating style, you have to do or say something you don't want to.

Obedient child or supportive parent ego

Behavior that is primarily displayed is passive or non assertive

Advantages of forcing style

Better organizational decisions will be made, rather than less effective, compromises decisions.

Critical parent ego

Chasten, reprimand, and tell others what to do

Difference between compromising and collaborating

Compromising style why you and a coworker are delivering furniture, you take turns listening to the radio station creating a wins and loses some. With collaborating you would agree on a station you both like to listen to— you both win.

Disadvantage of the accommodating conflict style.

Giving in to the other party may be counterproductive. An overuse of this style leads to people taking advantage of the accommodator and the relationship the accommodator tries to maintain is often lost.

Advantage and disadvantage of compromising conflict style.

That the conflict is resolved quickly and relationships are maintained. But, the disadvantage is that the compromise often leads to counterproductive results. Overuse of this style leads to people playing games, such as asking twice as much as they need in order to get what they want.

Disadvantage of avoiding style.

The fact that conflicts do not get resolved.

Three ego states

The parent, child, and adult.

Assertiveness

The process of expressing thoughts and feelings while asking for what one wants in an appropriate way.