COMM Chapter 5

occurs when two or more people clash over an issue and have different beliefs/values.

• 1. Different Goals-clash expectations
• 2.Methods of Reaching Goals-agree on goal but differe on how to achieve the goal
• 3. Scarcity of Resources-comp of limited Resources
• 4. Relationship Differences-
• 5. Unequal Power Distribution-
• -Positional Power- refers to authority to the someone who is able to decide
• -Reward or punishment power- someone who has the ability to offer rewards
• -Info power- communicators ability to present meaningful info
• -Persuasive Power-ability to persuade others.
• 6.Unclear Role Expectations
• 7. Lack of info-people lack the info needed to makes a good decision or understand why something happened.
• 8. Different Values- moral conflict
• 9. Face- Saving-someone who has experienced real or imagined shame or embarrassment

• 1.Disagreement- mild conflict involves issues that are not necessarily related to the relationship
• 2. Misplaced Conflicts-one or both parties fail to recognize the real issue and instead engage someone or something else.
• -False conflict- one person thinks there is a conflict but not really
• -. Displaced Conflict- one person wrongfully attributes a problem or issue to another person
• -.Substitution Conflict- people argue about an issue but its not the one at the center of the problem.
• 2.Nonsubstantive Conflicts-complaining, whining
• 3. Substantive conflicts- involve real issues and thus real substance.
• 4. Organization conflict- occurs when policiees , decisions, or directional shifts create resistance between individuals who feel others are blocking their efforts or those of their group.

• 1.Problem identification-identify a problem and move toward a solution
• 2. Advocacy- from consensus building to debating and providing proof.
• 3. Winning- pursued at all cost.

• 1.Phase Theory-predictable pattern.
• 2. Conflict Avoidance Cylce theory-the longer we avoid it , the worse it gets.
• 3.Chilling Effect Theory-death of the relationship.
• 4. Escalation Theory- leads us to the illusion that the conflict will go away.

• 1. Competition- when a quick decision is needed/
• 2. Collaboration style- committment from all parties
• 3. Compromise- when accomplishing goal is not as important as maknig relationships.
• 4. Accommodation style- perserving harmony is better than the goal
• 5. Avodance Style- people need to cool down.

• 1. The setting is appropiate
• 2.Get to the point
• 3. Make sure the requested change is something the person can comply.
• 4.Reasonable outcomes

• 1. Ask for an example of the behavior in a question.
• 2. Listen and paraphase
• 3. Admit when wrong
• 4. Ask for improvement.

• 1.Accept conflict is normal
• 2.Listen actively, repeat back
• 3. Ask for more info when needed
• 4. Show that understand
• 5. Ask for suggestions.

moving two parties from opposite positions to a common position over some resource that is desired by both.

• 1. People-sepearate the people from issue
• 2.Interests- focus on you and opponents interests
• 3. Options- Come to negotiate options.
• 4. Criteria- standards that both parties accept.

• 1. Issue-
• 2.Positions- state position
• 3. Interests-
• 4.Common Ground-

• 1. Open door policy- welcoming suggestions
• 2. Peer review- Complaints heard by supervisors
• 3. Ombudsman- indpendent office resolving probelms.
• 4.Union management model-both parties short term advantages to obtain long term stability and thus less loss
• 5. Employer -run dispute resolution procedure-follow procedures before taking the dispute to courts.
• 6. Mediation- netural party
• 7.Mediation/Arbitration-third party to help
• 8.Fact finding-third party hears both sides, and makes a decision.

• 1.Intuitive Style-creativity
• 2. Normative-everything can be bargained for
• 3.Analytical Style- logic leads to conclusion

Axiom-