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Unformatted text preview: CST 110 Relational Communication &
Conflict Management ! ! Q. Are conflicts negative?
A. No, in fact conflicts are absolutely necessary
for all relationships to grow whether personal,
professional or otherwise. Conflict Management ! ! Interpersonal Conflict - a situation in which the needs or
ideas of one person are perceived to be at odds, or in
opposition to the needs or ideas of another.
Intrapersonal Conflict - refers to the different and
incompatible mental states or needs or desires existing in
-cognitive dissonance (must find means of dissonance
reduction) Interpersonal vs. Intrapersonal
Conflicts ! ! ! ! ! Withdrawal/Avoidance -people physically or
psychologically remove themselves from the conflict.
Accommodation-giving in to the other’s needs while
neglecting your own.
Forcing/Competition -attempting to satisfy one’s own
needs or ideas ideas through physical threat, verbal
attacks, coercion or manipulation.
Compromise -attempting to resolve the conflict by
providing at least some satisfaction to both parties.
Collaboration-trying to fully address the needs and
issues of each party to arrive at a mutually satisfying
solution. Conflict Management Styles ! ! ! ! Earlier, we said that every communicative message has
two distinct parts; content and relational messages
Some conflict management styles place a greater
emphasis on the relationship than others.
Which styles emphasize a greater concern for the self?
Which styles emphasize a greater concern for the other
person? Concern for Self & Others ! ! ! ! Face-the projected image of a person’s self in a
FACE is identity and respect. It is a keen sense of
favorable feelings about self-worth and what we want
others to think.
FACEWORK is communication behavior. It is about
verbal and non-verbal messages used to maintain our
own face or other people's faces, or to honor or attack.
These two concepts span academic boundaries and cut
across contacts such as business deals, diplomacy and
interpersonal relations. FACE AND FACEWORK ! ! ! ! ! ! ! The climate in which conflict is managed is important.
Dyads should avoid a defensive climate, which is
characterized by these qualities:
Evaluation: judging and criticizing other group members.
Control: imposing the will of one group member on the
Strategy: using hidden agendas.
Neutrality: demonstrating indifference and lack of
Superiority: expressing dominance.
Certainty: being rigid in one's willingness to listen to
others. Guidelines for Healthy Conflict
Resolution ! ! ! ! ! ! ! Instead, individuals should foster a supportive climate,
marked by these traits:
Description: presenting ideas or opinions.
Problem orientation: focusing attention on the task.
Spontaneity: communicating openly and honestly.
Empathy: understanding another person's thoughts.
Equality: asking for opinions.
Provisionalism: expressing a willingness to listen other
the ideas of others. Guidelines for Healthy Conflict
Resolution Continued. . . ! ! ! ! ! Conflict Can Be Constructive. Recognize that conflict
can strengthen your relationships.
Be Prepared. Plan how you will communicate about
conflict in order to create a supportive climate.
Be Involved. Do not withdraw from the conflict or avoid
Withhold Quick Retorts. Be careful about what you say
and how you say it.
Review. Summarize what you have discussed and
make plans to continue the discussion if time permits
immediate resolution Additional Conflict Mgmt. Tips ...
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This note was uploaded on 02/29/2012 for the course CST 100 taught by Professor Smith during the Fall '09 term at Northern Virginia Community College.
- Fall '09