Human Communication The Basic Course Twelfth Edition Power
Human Communication: The Basic Course Twelfth Edition Power. Point™ Presentations prepared by: Naomi Young University of California, San Diego Joseph A. De. Vito Hunter College of the City University of New York
Chapter Thirteen: Interpersonal, Group, And Workplace Conflict This multimedia product and its contents are protected under copyright law. The following are prohibited by law: any public performance or display, including transmission of any image over a network; preparation of any derivative work, including the extraction, in whole or in part, of any images; any rental, lease, or lending of the program. Copyright © 2012, 2009, 2006 Pearson Education, Inc. All rights reserved.
Chapter Goals Learn About: o The nature of conflict o The principles of conflict o The strategies that people use to manage conflict o Approach conflict positively and realistically Learn To: o Engage in interpersonal and group o Using productive conflict management strategies Copyright © 2012, 2009, 2006 Pearson Education, Inc. All rights reserved. 3
Interpersonal, Group, and Workplace Conflict Are interdependent u Perceive goals as incompatible u See each other as interfering with the attainment of own goals u
A Definition of Interpersonal Conflict Interpersonal conflict occurs when people are: u Interdependent u Mutually aware that goals are incompatible u Seeing each other as interfering with the attainment of goals Copyright © 2012, 2009, 2006 Pearson Education, Inc. All rights reserved.
Online Conflicts u Unrequested commercial messages u Junk mail u Spamming u Flaming Copyright © 2012, 2009, 2006 Pearson Education, Inc. All rights reserved.
Workplace and Formal Group Conflicts u Procedural conflicts are disagreements over – Who is in charge – The agenda or task of the group – How the group should conduct its business u People conflicts occur when – One member dominates the group – Several members battle for control – Some members refuse to participate Copyright © 2012, 2009, 2006 Pearson Education, Inc. All rights reserved.
Conflict Management Strategies u Preserve the dignity and respect of all members u Listen empathically u Seek out and emphasize common ground u Value diversity and differences Copyright © 2012, 2009, 2006 Pearson Education, Inc. All rights reserved.
Myths About Conflict u Conflict is best avoided u Two people + a relationship conflict = they have a bad relationship u Conflict damages interpersonal and small group relationships u Conflict is bad because it reveals our negative selves
Principles of Conflict u Conflict can center on content or relationship issues u Conflict can be negative or positive u Conflict takes place in context u Conflict styles have consequences
Conflict Can Center on Content and Relationship Issues u Content conflict – Centers on objects, events, and persons that are usually external to the parties involved u Relationship conflict Copyright © 2012, 2009, 2006 Pearson Education, Inc. All rights reserved.
Conflict Can Be Negative u Increased negative regard for opponent u Lead to closing off from others u Lead to resentment u Rewards become difficult to exchange u Relationship deterioration and dissolution Copyright © 2012, 2009, 2006 Pearson Education, Inc. All rights reserved.
Conflict Can Be Positive u Encourages problem-solving u Relationship may emerge stronger and healthier u Can stop resentment from increasing u Demonstrates worth or value of a relationship Copyright © 2012, 2009, 2006 Pearson Education, Inc. All rights reserved.
Conflict Takes Place in a Context u Physical Context u Socio-psychological Context u Temporal Context u Cultural Context Copyright © 2012, 2009, 2006 Pearson Education, Inc. All rights reserved.
Conflict Styles Have Consequences Competing u Avoiding u Accommodating u Collaborating u Compromising u
Preliminaries to Conflict Management – Before Conflict u Try to fight in private u Be sure everyone is ready to fight u Know what you are fighting about u Fight about problems that can be solved u Consider what beliefs you hold that might need to be reexamined
Preliminaries to Conflict Management – After Conflict u Learn from the conflict u Keep the conflict in perspective u Resolve to avoid unfair tactics in the future u Increase exchange of rewards and cherishing behaviors
The Stages of Conflict Management u Define and analyze the problem u Establish criteria for evaluating solutions u Identify possible solutions u Evaluate solutions u Select the best solution u Test the selected solution Copyright © 2012, 2009, 2006 Pearson Education, Inc. All rights reserved.
Conflict Management Strategies u Win-lose solutions u Win-win solutions u Avoidance and active fighting u Force and talk u Blame and empathy
Conflict Management Strategies cont… u Manipulation and Spontaneity u Personal rejection and Acceptance u Fighting below and above the belt u Face-Detracting and Faceenhancing strategies u Aggressiveness and Argumentativeness
Knowledge to Action Compare and contrast interpersonal and small group conflict.
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