Chapter 12: Managing Conflict
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What is defined broadly as disagreement between two interdependent people who perceive that they have incompatible goals?
What are the six types of interpersonal conflict?
- Fact conflict
- Value conflict
- Policy conflict
- Ego conflict
What is a disagreement caused by perceptual difference between partners and is easily resolved?
What is a disagreement caused by a dispute over the truth or accuracy of an item of information?
What is a disagreement caused by differences in partners’ deep-seated moral beliefs?
What is a disagreement caused by differences over a preferred plan or course of action?
What is a disagreement that results when both parties insist on being the “winner” of the argument to confirm their self-concept or self-esteem?
What is a disagreement over the process of communication itself during an argument?
What are the five styles of managing interpersonal conflict?
What is resolving a conflict by physically or psychologically removing yourself from the conversation?
What is resolving a conflict by satisfying the other person’s needs or accepting the other person’s ideas while neglecting one’s own needs or ideas?
What is resolving a conflict by satisfying your own needs or advancing your own ideas with no concern for the needs or ideas of the other person or for the relationship?
What is resolving a conflict by bargaining so that each partner’s needs or interests are partially satisfied?
What is resolving a conflict by using problem solving to arrive at a solution that meets the needs and interests of both parties in the conflict?
What are the five ways of using problem solving to collaborate?
- 1. Define the problem
- 2. Analyze the problem
- 3. Develop mutually acceptable criteria for judging solutions
- 4. Generate solutions and alternative solutions
- 5. Select the solution or solutions that best meet the criteria identified
What is how we want our partners and others who are present to view us, our public self-image?
What is public self-image that you claim for yourself in social situations and relationships that generally corresponds to your private self-image?
Face in Western Hemisphere cultures
What is the inclination to uphold and protect our self-image in interaction with others?
What is public self-image images of others who may be affected by the situation or relationship as well as your private self-image?
Face in Eastern and Southern Hemisphere cultures
What is the inclination to uphold and protect the self-image of our partners and other people affected by the conflict even at the risk of our own face?
What is the inclination to uphold and protect others’ self-image as well as our own when interacting in a conflict setting?
What proposes that in conflict settings we prefer conflict styles consistent with our cultural frame and the resulting face orientations?
Face Negotiation Theory
What are the five destructive conflict patterns?
- Serial arguing
- Mutual Hostility
What is the proposition that we repay negative treatment with negative treatment?
Principle of negative reciprocity
What is the proposition that we repay positive treatment with positive treatment?
Principle of positive reciprocity
What is the conflict pattern in which partners argue about the same issue two or more times?
What is the conflict pattern in which you blame your partner for being the cause of what he or she has accused you of doing, shifting responsibility and leaving the original issue unresolved?
What is the conflict pattern in which partners trade unrelated criticisms, leaving the initial issue unresolved?
What is the conflict pattern in which one partner consistently demands while the other consistently withdraws?
What is the conflict pattern in which partners trade increasingly louder verbal abuse, including inappropriate, unrelated personal criticism, name-calling, swearing, and sarcasm?
What are the three guidelines of breaking patterns of destructive conflict?
- 1. Avoid negative start-ups
- 2. Manage anger
- 3. De-escalate the conflict
What are mutually agreed on rules for behavior during conflict episodes?
What are the seven guidelines for initiating collaborative conflict conversation?
- 1. Mentally rehearse what you will say before confronting the other person
- 2. Recognize and state ownership of conflict
- 3. Describe the conflict in terms of behavior (b), consequences (c), and feelings (f)
- 4. Do not lame or ascribe motives
- 5. Keep it short
- 6. Be sure the other person understands your position
- 7. Phrase your preferred solution to focus on common ground
What are the five guidelines for responding to a conflict that invites collaboration?
- 1. Put your shields up
- 2. Respond empathetically with genuine interest and concern
- 3. Ask questions to clarify issues and paraphrase your understanding of the problem
- 4. Find common ground by agreeing with some aspect of the complaint
- 5. Ask the initiator to suggest solutions
What is a neutral and impartial guide who structures an interaction so that conflicting parties can find a mutually acceptable solution to an issue?
What are the seven guidelines for mediating a conflict conversation?
- 1. Make sure that all people involved in the conflict agree to work with you
- 2. Establish ground rules
- 3. Probe until you identify the real conflict
- 4. Remain neutral
- 5. Keep the discussion focused on resolving the issue
- 6. Encourage equal talk time
- 7. Establish an action plan and follow-up procedure
What is the communication process that allows you and your partner to overcome the damage done your relationship because of a transgression?
What are the seven steps of forgiveness?
- 1. Confession
- 2. Venting
- 3. Understanding
- 4. Apologize
- 5. Forgive
- 6. Set conditions
- 7. Monitor
What is the direct verbal message that acknowledges responsibility, expresses regret or remorse, and directly requests forgiveness?
What is a syndrome characterized by cognitive and behavioral symptoms with potentially negative social, academic, and professional consequences?
Problematic internet use
What results from a person’s inability to control, reduce, or stop utilizing the Internet?
Compulsive internet use
What is characterized by a user’s feeling that he or she spends too much time online or even loses track of time while online?
Excessive internet use
What are the four recommendations for improving compulsive and excessive social media use?
- 1. Disable your smartphone’s ability to push e-mail messages to you
- 2. Leave your social media devices behind when you plan to study
- 3. Ask your friends to help you
- 4. Seek professional help if necessary
What is the act of sending sexually explicit messages or photographs, primarily between smartphones via text messaging?
What describes the extent to which an individuals identify and behave in accordance with social rather than personal identities?
Social Identity Model of Deindividuation Effects (SIDE Model)
What does erupt when friendly and productive digital discussions give way to insults and aggression?
What are three recommendations for responding to a flame war?
- 1. Respond privately
- 2. Ignore the flame entirely
- 3. Ask an authority to intervene
What involves abusive verbal attacks that are carried out through social media?
What occurs when an individual repeatedly uses social media to stalk and harass others?
What would you like to do?
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