Improving Interpersonal RelationshipsCommunication ClimateConfirming ResponsesDisconfirming ResponsesGibb’s CategoriesSlide 6Managing Interpersonal ConflictConflict DefinedComponents of ConflictMethods of Expressing ConflictFive Components of an Assertive MessageMethods of Conflict ResolutionSteps to Win-Win Conflict ResolutionImproving Interpersonal RelationshipsCommunication ClimateConflict ManagementCommunication ClimateRefers to the emotional tone of a relationshipMore concerned with the way people feel about one another than the tasks they performDetermined by the degree to which people see themselves as valuedConfirming ResponsesOccurs in three increasingly positive levels:1. Recognition: the most fundamental act of confirmation2. Acknowledgement: interested in another’s ideas3. Endorsement: agreeing with another’s ideasDisconfirming ResponsesShow lack of regard for the other; either by disagreeing, disputing or ignoringDisconfirming messages occur when the speaker is attacked instead of the message or ideaGibb’s CategoriesCommunication behaviors separated into defensive and supportive categoriesUsing supportive communication behaviors will create a positive communication climateGibb’s Categories1. Evaluative vs. Descriptive 2. Controlling vs. Problem orientation3. Strategy vs. Spontaneity4. Neutrality vs. Empathy5. Superiority vs. Equality6. Certainty vs. ProvisionalismManaging Interpersonal ConflictCompletely avoiding conflict is impossible, but managing it effectively leads to improved communication and improved relationshipsConflict Defined“Expressed struggle between at least two independent parties who perceive incompatible goals, scarce rewards, and interference from the other parties in achieving their goals.”Components of ConflictExpressed strugglePerceived incompatible goalsPerceived scarce rewardsInterdependenceMethods of Expressing ConflictNonassertionDirect aggressionPassive aggressionIndirect communicationAssertionFive Components of an Assertive Message1. Behavioral description2. Your interpretation of the other’s behavior3. Description of your feelings4. Description of the consequences5. A statement of your intentionsMethods of Conflict ResolutionWin-loseLose-loseCompromiseWin-winSteps to Win-Win Conflict Resolution1. Identify your problem and unmet needs2. Make a date3. Describe your problem and needs4. Partner checks back5. Solicited partner’s needs6. Paraphrase partners needs7. Negotiate a solution8. Follow up on the
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