COMM107 Exam 2 Review 1 Conflict Ch 7 Definition any situation in which you perceive another person is frustrating or might frustrate he satisfaction of some concern need want or desire of yours Causes Levels Anger Goals Allocation of resources Decisions to be made Behaviors considered offensive inappropriate Latent conflict one senses a problem and believes goal differences exist 1 No conflict 2 3 Problems to solve express concerns 4 Dispute individuals fight about an issue 5 Fight or flight individuals in conflict try to either escape the situation or fight it out 6 Intractability remaining at fight or flight level for a long period of time continuing conflict becomes more important than actually solving it Positive expressions clear direct expression of needs and or wants Negative expressions internal actions acting out passive resistance violence external actions Reactions to anger Do not react immediately when angry Do not make important decisions in heat of the moment Use energy of anger to act constructively Apologize if necessary Fair Fighting participants work toward an amicable solution to a problem Strategies include Keep arguments in the present tense Get as much info as possible adjust problem based on this info Do not try to change things you cannot change Don t start a fight that cant be finished If the fight gets out of hand stop participating Pay attention of volume and body tension Realistically identify what you need to get out of the situation Sit down Show you are listening Make an agreement Conflict Management Styles Avoidance not confronting the conflict Accommodation putting needs of others ahead of your own Compromise bringing concerns out into the open in an attempt to satisfy the needs of both ok with partially satisfying solution Competition Aggression get another person to comply there is a winner and loser Integration concerned about their needs and other persons think win win outcome is possible Approaches to conflict management 1 Assertion person tries to achieve personal rights without damaging others a Simple state facts relating to existence of a problem b Empathetic recognize other person s position but state your own needs c Follow up used when simple empathetic assertion is not successful in getting desired action restate both then state your position and directly state what you want 2 Nonassertion avoid conflict 3 Aggression dominate get your way DESC Scripting Describing the bothersome behavior Expressing how you feel about the behavior Specifying ask for a different behavior and Consequences spell out clearly what will happen if behavior isn t changed to deal with interpersonal conflict Negotiation act of bargaining to reach an agreement Win lose one gets what they want other comes up short Lose lose neither is satisfied with the outcome Win win all parties find a solution satisfying to everyone Arbitration cases decided by a third party who is an expert in field Litigation dispute settled by judge jury Mediation neutral person facilitates communication between parties and enables them to come up with a solution without imposing one 2 Interview Questions Ch 8 Type Direct Open Closed Bipolar Leading Loaded Yes response Mirror Probes Definition Explicit and require specific replies Less direct specify topic Provide alternatives narrow possibilities of response Closed question with yes or no answer Encourages a specific answer A type of leading question designed to elicit an emotional response Form of leading question where person is encouraged to agree Follow up on initial questions and get a person to reflect on what they have said Used to elicit a more detailed response Example Where did you last work What is your educational background Do you think knowledge or skill is most important Would you like to work here You wouldn t say you agree with this right Defend your company s stance on So you agree the company s policies are unfair So you think you re not moving ahead as quickly as you d like to Why do you feel that way 3 Leadership Styles Ch 10 Autocratic Dominates and directs a group based on personal goals and objectives Participatory facilitates a group according to members goals and allows them to come to their own conclusions Free Reign nondirective and empowers group members to do their own thing 4 Ways to improve listening Ch 4 Hearing the biological activity that involves reception of a message through sensory channels Listening an active process involving reception attention perception assignment of meaning response Ways to improve a Turn off phone focus on moment b Recognize that sender receiver share responsibility of effective communication c d Be patient Suspend judgment e Avoid egospeak a The art of boosting our own ego by speaking only about what we want to talk about and not taking into consideration the other person f Be careful not to respond emotionally g Be aware of what your posture says about your listening h Control distractions i j k Visualize Tune into speakers cues Paraphrase 5 Nonverbal Communicative Behaviors Ch 4 Posture effective listener knows when to listen in active position feet on floor erect posture looking at speaker to pick up their nonverbal and when to shift into comfortable listening posture when you feel you understand point being made Cues rate volume pitch pauses and physical movements of speaker Distractions phone environmental noise etc 6 Group Stages Maintenance Ch 9 Stages 6 1 Forming group comes together 2 Norming establish rules and procedures 3 Storming conflict erupts 4 Conforming work through storming and go on to work together 5 Performing members clearly start to work toward goals 6 Adjourning going out of existence Effective Decision Making Formulate agenda Voting o Consencus all o Majority more than 50 o Plurality most o Part of the whole a specific set number necessary Six steps for decision making 1 Problem identification 2 Problem analysis o Allows task to be accomplished more efficiently cover topics systematically 3 Solution criteria 4 Solution suggestions 5 Select a solution 6 Solution implementation Other factors 1 Seating choice 2 Table configuration 3 Physical environment Interview critique Ch 8 7 a Opening interview i Ease nerves of interviewee by smiling welcoming them handshake establishing goals and procedure etc b Body c Conclusion i Variety of questions asked to accomplish purpose i Give interviewee opportunity to ask questions or make statements ii Summarize what
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