c hapter 7: i mproving r elationships *c limate and c onflict
TRANSCRIPT
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CHAPTER 7: IMPROVING RELATIONSHIPS
*CLIMATE AND CONFLICT
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TWO WAY TO IMPROVE RELATIONSHIPS
Maintain an effective communication climate.
Express and resolve conflict in an effective manner.
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COMMUNICATION CLIMATE ISTHE EMOTIONAL TONE OF A RELATIONSHIP
It measure the degree to which a person feels he/she is valued in a relationship.
It is created through: Confirming responses: Disconfirming responses: Conflict Spirals
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MESSAGES HAVE TWO DIMENSIONS
Content dimension: substance of the message
Relational dimension: conveys feelings one person has towards the other
person.
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GIBBS’ CATEGORIESCERTAIN MESSAGES (BEHAVIORS) ARE MORE LIKELY
TO CREATE SUPPORTIVE OR DEFENSIVE CLIMATES
DefensiveDefensive vs SupportiveSupportive
Evaluation - Description Control - Problem-oriented Strategy - Spontaneity Neutrality - Empathy Superiority - Equality Certainty - Provisionalism
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RELATIONAL CONFLICT
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CONFLICT
Expressed Struggle
Incompatible goals (perceived)
Scarce Resources
Interdependent Parties
Money
Other Relationships
Lifestyle Decisions
Behaviors
What is it? Major Causes of Conflict
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DEALING WITH CONFLICT EFFECTIVELY
Influenced by:GenderCulturePersonalityConflict StyleConflict Resolution Method
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CONFLICT AND PERSONALITY
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Personality Profiles
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CONFLICT: EXPRESSION AND RESOLUTION
Most people, tend to express and/or react to conflict in one of five ways.
Style may vary and be impacted by the situation, but many people tend to rely primarily on 1 or 2 styles most often.
There are four major ways to resolve conflict:Win-loseLose-loseCompromiseWin-win
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NONASSERTION
Does not express feelings
Puts other person’s needs ahead of your own
Generally achieved in two ways: avoidance = I lose- you lose accommodation= I lose – you win
Is it ever the best way to handle conflict?
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DIRECT AGGRESSION
Directly confronts and attacks the other person
Puts personal needs ahead of the other person
Utilizes competitive problem-solving = I win – you lose
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PASSIVE AGGRESSION
Expresses hostility in a vague way
Lose-Lose: If I lose then You lose too.
Uses Crazymaking Actions
Pseudoaccomodators Guiltmakers Jokers Trivial tyrannizers Withholders
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INDIRECT COMMUNICATION
Conveys information in a roundabout way
Uses a 3rd party
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ASSERTION
Expresses needs, thoughts, and feelings clearly and directly
Asserts own needs without stepping on the needs of others
Part of a Win-Win resolution: I win – you win Utilized in Collaboration = problem solving
process
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RESOLVING CONFLICT EFFECTIVELY Perspective
See the issue from the other’s perspective (empathy)
Keep things in perspective
Be Tolerant respect their decisions on how to live their life
Deal with your Anger calm our anger before confronting other
Talk But, remember some things are best left unsaid
Raising Problem sometimes it is important to make another
person aware of the problems they are creating
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IN RESOLVING A CONFLICT REMEMBER THESE THINGS:
Consider the other person’s needs/your needs
Consider the most appropriate method of conflict resolution
Use effective communication techniques to address conflict
DESC(describe behaviors/ explain effect/ state outcome/express consequences)
If possible engage in win-win conflict resolution