Chapter 7 Terms Chelsea Katz COMM107 Conversation an interaction with at least one other person Small talk an exchange of information with someone on a surface level Empathy the ability to put oneself into the mental shoes of another person to understand her his emotions and feelings Conflict any situation in which you perceive that another person with whom you re interdependent is frustrating or might frustrate the satisfaction of some concern need want or desire of yours Anger the feeling of being upset with yourself or others or both Fair fighting participants work toward an amicable solution to the problem and keep in mind that although the issue is important the relationship is also important such as with marital or other relational partners children and parents and friends Conflict avoidance not confronting the conflict Side stepping post poning or ignoring an issue Conflict accommodation when people put the needs of others ahead of their own thereby giving in Conflict smoothing over seeks above all else to preserve the image that everything is okay Conflict compromise brings concerns out into the open in an attempt to satisfy the needs of both parties Conflict competition the main element is power Purpose is to get another person to comply with or accept your point or view or to do something that the person may not want to do Someone has to win and someone has to lose Conflict integration participants are concerned about their own needs as well as those of the other person but unlike compromisers they will not settle for only a partially satisfying solution Assertive communication takes place when a person stands up for and tries to achieve personal rights without damaging others Assertiveness taking charge of yourself and the world Nonassertive behavior goal is to avoid conflict Aggressive behavior goal is to dominate to get your own way Simple assertion where one states the facts relating to the existence of the problem Empathetic assertion recognizing the other person s position but also stating your own needs Follow up assertion used when the simple or empathetic assertion is not successful in getting the desired action Takes the form of a restatement of the simple or empathetic assertion and then a statement of your own position which may include a direct statement of the action you need or want DESC scripting a way of dealing with interpersonal conflicts that centers on the process of Describing Expressing Specifying and stating Consequences This system allows you to analyze conflicts determine your needs and rights propose a resolution to the conflict and if necessary negotiate a contract for change Negotiation the act of bargaining to reach an agreement with at least two people or groups working on a mutual problem Win lose negotiation centers on one persons getting what he she wants while the other comes up short Lose lose negotiation neither person is satisfied with the outcome because neither person gets what he or she wants Win win negotiation the goal is to find a solution that is satisfying to everyone Arbitration an alternative process for deciding disputes Instead of being decided by a judge or jury cases are decided by a third party who is an expert in a particular field 3rd party hears evidence and then makes a decision on how the conflict will be resolved Litigation a adversarial communication in which a dispute is settled by presenting evidence to a judge or a jury who decides who is right Mediation a process in which a neutral person who has no vested interest in the outcome facilitates communication between parties and without imposing a solution on the parties enables them to understand and resolve their dispute Criticism the act of judging Apologizing saying you are sorry
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