COMM Chapter 5

    occurs when two or more people clash over an issue and have different beliefs/values.
  2. Causes of Conflict
    • 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
  3. Types of Conflict
    • 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.
  4. 3 levels of conflict
    • 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.
  5. 4 Theories of Conflict
    • 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.
  6. 5 Regions of Conflict Communication Styles
    • 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.
  7. Giving Criticism
    • 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
  8. Receiving Criticism
    • 1. Ask for an example of the behavior in a question.
    • 2. Listen and paraphase
    • 3. Admit when wrong
    • 4. Ask for improvement.
  9. Principles to maintain emotional Control during conflict
    • 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.
  10. Negotiation
    moving two parties from opposite positions to a common position over some resource that is desired by both.
  11. Principled Neotiation
    • 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.
  12. Common Ground
    • 1. Issue-
    • 2.Positions- state position
    • 3. Interests-
    • 4.Common Ground-
  13. Alternative Dispute Resolutions
    • 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.
  14. Negotiation Styles
    • 1.Intuitive Style-creativity
    • 2. Normative-everything can be bargained for
    • 3.Analytical Style- logic leads to conclusion
  15. Factual Style
Card Set
COMM Chapter 5
COMM Chapter 5