Comm Final Set 2
steps of conflict management
1. set the stage 2. define the conflict 3. identify your goals 4. identify and evaluate your choices 5. act on chosen choice 6. evaluate choice 7. accept or reject that choice 8. wrap it up
face-enhancing strategies
Support and confirm a person's positive or negative face
reward/coercive power
engages in exclusive distribution and has the ability to give profitable products and to take them away from the channel intermediaries
feeling hat
focuses attention on the emotional responses to the problem
fact hat
focuses attention on the facts and figures that bear on the problem
creative new idea hat
focuses on new ways of looking at the problem
force and talk strategies
force: emotionally or physically forcing your position onto the other person talk: qualities of openness, positiveness, and empathy are suitable starting points. act the role of listener, express support, state thoughts and feelings
positive effects of conflict
forces you to work towards a solution to a problem, can result in a stronger healthier relationship, prevents hostilities and resentments from fostering
sexual harrassment
form of behavior that violates Title VII of the civil rights act
Factors that influence what conflict strategy you use
goals, emotions, cognitive assessment, your personality, and family history
control of thinking hat
helps you analyze what you're doing; asks you to reflect on your own thinking
verbal messages that weaken power
hesitations, intensifiers, disqualifies, tag questions, self-critical statements, slang/swear words
expert power
influence based on special skills or knowledge
conflict occurs when people are
interdependent, mutually aware that their goals are incompatible, perceive each other as interfering with the attainment of their own goals
referent power
make others wish to be like you or to be identified with you
negative effects of conflict
often leads to increased negative feelings, unfair fighting methods, hurting the other person
you owe me
others unilaterally do something for you and then demand something in return
power plays
patters of behavior that are used repeatedly by one person to take unfair advantage of another person
negative power
power used badly
power priming
recalling instances of being in power that seem to transfer to current behavior
credibility
the degree to which other people regard you as believable and therefore worth following
legitimate power
the power a person receives as a result of his or her position in the formal hierarchy of an organization
face-attacking strategies
those that attack a person's positive face or a person's negative face. blame
cultural influences on conflict
topics, nature of conflict, organizational norms
nobody upstairs
type of power play. individual refuses to acknowledge your request regardless of how or how many times you make it
metaphor
usually comparing someone someone likes to an animal
win-lose and win-win strategies
win-win: when you and the other person both win; win-lose: one side is chosen
negotiation
you attempt to accommodate to each other or to compromise in some way
justification
you resist compliance by giving reasons why you should not comply
nonnegotiation
you resist compliance without any attempt to compromise or reasoning; special type of avoidance
argumentatativeness
your willingness to argue for a point of view, your tendency to speak your mind on significant messages. preferred alternative to verbal aggression
interpersonal conflict
disagreement between or among connected individuals
yougottobekidding
A power play that criticizes another's idea with phrases such as "you can't be serious"
beltlining
An unproductive conflict strategy in which one person hits the other at a vulnerable level - at the level at which the other person cannot withstand the blow.
verbal messages that exert power
direct request, bargaining, ingratiation, manipulation, threatening
social allergen
a habit of a friend or romantic partner that you find uncouth, impolite, or unpleasant and that often leads to interpersonal conflict
thought stoppers
a power play designed to stop your thinking and especially stop you from expressing your thoughts
information or persuasion power
ability to communicate logically and persuasively
bullying
abusive acts repeatedly committed by one person (or group) against another
verbal aggressivenes
an unproductive conflict strategy, in which one person tries to win an argument by inflicting psychological pain and attacking the other persons self concept
negative argument hat
asks you to become the devil's advocate
positive benefits hat
asks you to look at the upside
avoidance and active fighting
avoidance: leaving the conflict active: taking responsibility for your thoughts and feelings
content conflict
centers on objects, events, and persons in the world that are usually external to the people involved in conflict
three qualities that confer credibility
competence, character, charisma
relationship conflict
conflict based on interpersonal relationships
silencers
conflict techniques that literally silence the other individual
