Chapter 7 Interpersonal Skills I Conversation an interaction with at least one other person A Conversation Presentation skills 1 Small Talk an exchange of information with someone on a surface level 2 Ask Questions a open up by drawing themselves out b aid in discovering others attitude c keep conversation topic on hand d used to direct conversation e gain info and clairify meaning ask open ended questions f 3 4 turn spotlight on other person listen for a probe that u can relate to B Culture effects conversations C Conversation Listening Skills listen to the concerns of others 1 2 don t assume 3 before speaking ask what message is needed D non Verbal skills talk A requesting information B Asking questions 1 asking for restatement 2 asking for definitions 3 asking for clarification 1 decide whether to continue or end conversation depending on small II Requesting is the process of expressing a desire for something III Dealing with Interpersonal Conflict any situation in which you perceive that another person eith youre interdependent with is frustrating or might frustrate the satisfaction of some concern need want or desire of yours A Causes of Conflict 1 Goals to be persued 2 Allocation of Resources 3 Decision to be made 4 Behaviors that are considered to be inappropriate B Levels of Conflict 1 no Conflict 2 Latent Conflict 1 persons senses conflict other person does not agree 3 Problem to solve people express concersns and confront problems and avoid personal attacks 4 Dispute individuals fight about issue 5 help 3rd party should work to diffuse conflict 6 Fight ot Flight people either fight or separate 7 intractability level 6 for a long time C Fair Fighting and keep participants work toward an amicable solution to the problem D Individual Approach with dealing with conflict not confronting the conflict Put the needs of others ahead of their own thereby 1 Avoidance 2 Accomodation giving in 3 Compromise the needs of both parties accept your point of view Integration individual 4 Competition 5 brings concerns out into the open in an attempt to satisfy using power to get another person to comply with or concerned about ones own needs aswell as those of the
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