Conflict Management Flashcards
Conflict
Difference leads to negative emotions or strained interactions
Comm skills include:
APTITUDE (ability to practice skill)
ATTITUDE (frame of mind when practicing)
Conflict causes
Unclear expectations Unfulfilled needs Conflicting values Defensive climate Cultural & language barriers Stereotypes Ineffective comm
Destructive comm
Attacks values, ideas and person Little/no emotional control Defensive climate Intimate knowledge to punish Winning Dysfunctional conflict
Constructive comm
Affirms partner Emotional intelligence Supportive climate Sharing of ideas & feelings Resolve conflict Functional conflict
Conflict management styles
APPA
AGGRESSIVE (controls)
PASSIVE (gives in)
PASSIVE-AGGRESSIVE (connives)
ASSERTIVE
Conflict management skills
RAMMD
RECOGNISING CONFLICT LEVEL APOLOGISING FOR TRANSGRESSIONS MANAGING EMOTIONS MONITORING NONVERBAL BEHAVIOUR DESCRIPTIVE COMM
Levels of conflict
PSEUDO = False or waiting to happen CONTENT = Disagree about content VALUE = Contradicting values EGO = Sense of self & self-worth involved
Game theory
Analyses peoples moves & countermoves to reach goal
Objective = Maximise gains & minimise losses
Ways to assess other’s strategy
DOO
Direct comm
Observe
Observe situation & predict
Advantages of direct comm
Try out idea (no loss)
Reduce competitiveness & increase coop for solution
Change perspectives & persuade
Conflict management attitudes
Humour Willingness to seek outside help Learn from past failures Willingness to forgive Empathy
Cooperative confrontation
- Appropriate time & place
- Calmly introduce issue
- Allow other to express self
- State POV
- Brainstorm for solution
- Summarise implementation
Solutions
Competitive
Compromise
Cooperation
