Chapter 8- Conflict Management Skills

Question 1

Interpersonal conflict

Answer 1

An expressed struggle between at least two interdependent people who perceive incompatible goals, scarce resources, or interference in the achievement of their goals.

Question 2

Four elements of conflict

Answer 2

1. Expressed struggle
2. Interdependent people
3. Incompatible goals, scarce resources, interference.
4. Achieving a goal

Question 3

Interdependent

Answer 3

Dependent on each other; one persons actions affect the other person.

Question 4

Conflict trigger

Answer 4

A common perceived cause of interpersonal conflict.

Question 5

Dialectical tension

Answer 5

Tension arising from a persons need for two things at the same time.

Question 6

The conflict process

Answer 6

1. Prior conditions
2. Frustration awareness
3. Active conflict/ struggle
4. Resolution
5. Follow up (constructive vs destructive conflict)
   Recap 215

Question 7

Constructive conflict

Answer 7

Conflict that helps build new insights and establishes new patterns in a relationship.

Question 8

Destructive conflict

Answer 8

Conflict that dismantles rather than strengthens relationships.

Question 9

Conflict myths

Answer 9

1. Conflict is always a sign of a poor interpersonal relationship
2. Conflict can always be avoided
3. Conflicts always occur because of misunderstandings
4. Conflict can always be resolved

Question 10

Conflict types

Answer 10

1. Pseudoconflict: misunderstandings
2. Simple conflict- different stands on an issue
3. Ego conflict- personal attacks on self-esteem.

Question 11

Pseudoconflict

Answer 11

Conflict triggered by a lack of understanding and miscommunication.

Question 12

Simple conflict

Answer 12

Conflict that stems from different ideas, definitions, perceptions, or goals.

Question 13

Ego conflict

Answer 13

Conflict in which the original issue is ignored as partners attack each other’s self-esteem.

Question 14

Interpersonal power

Answer 14

Degree to which a person is able to influence his or her partner.

Question 15

Dependent relationships

Answer 15

Relationship in which one partner has a greater desire for the other to meet his or her needs.

Question 16

Power principles

Answer 16

1.

Question 17

Legitimate power

Answer 17

Power based on respect for a persons position.

Question 18

Referent power

Answer 18

Power that comes from our attraction to another person, or the charisma a person possesses.

Question 19

Expert power

Answer 19

Power based on a persons knowledge and experience.

Question 20

Reward power

Answer 20

Power based on a persons ability to satisfy our needs.

Question 21

Coercive power

Answer 21

Power based on the use of sanctions or punishments to influence others.

Question 22

Compliance gaining

Answer 22

Taking persuasive actions to get others to comply with our goals.

Question 23

5 Conflict management styles

Answer 23

1. Avoidance
2. Accommodation
3. Competition
4. Compromise
5. Collaboration

Question 24

Conflict management style

Answer 24

Consistent patterns or approaches people use to manage disagreements with others.

Question 25

Avoidance

Answer 25

Style that involves backing off and trying to side step conflict.

Question 26

Demand-withdrawal pattern of conflict management

Answer 26

Pattern in which one person makes a demand and the other person avoids conflict by changing the subject or walking away.

Question 27

Accommodation

Answer 27

Style that involves giving in to the demands of others.

Question 28

Competition

Answer 28

Style that stresses winning a conflict at the expense of the other person involved.

Question 29

Compromise

Answer 29

Style that attempts to find the middle ground in a conflict.

Question 30

Collaboration

Answer 30

Style that uses other-oriented strategies to achieve a positive solution for all involved.

Question 31

Flaming

Answer 31

Sending an overly negative online message that personally attacks another person

Question 32

Disinhibition effect

Answer 32

The loss of inhibitions when interacting with someone online that leads to the tendency to escalate conflict

Question 33

Conflict management skills

Answer 33

1. Manage emotion
2. Manage information
3. Manage goals
4. Manage the problem

Question 34

Gunny-sacking

Answer 34

Dredging up old problems and issues from the past to use against your partner.

Question 35

“I” language

Answer 35

Statements that use the word I to express how a speaker is feeling.

Question 36

“but” messages

Answer 36

Statements using the word but that may communicate that whatever you’ve said prior to but is not really true.

Question 37

Face

Answer 37

A persons positive perception of himself or herself in interactions with others.