real comm2e ch8
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Chapter 8
Managing Conflictin Relationships
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• Describe the factors that lead to productive conflict
• Identify conflict triggers in yourself and others
• Explain the forces that influence how people handle conflict
Chapter Outcomes
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• Evaluate and employ strategies for managing conflict in different situations
• Compare levels of resolution in conflict outcomes
Chapter Outcomes (cont.)
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A negative interactionbetween two or more interdependentpeople, rooted insome actual orperceiveddisagreement
Conflict
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The way we engage
in conflict and address
disagreements with
our relational
partners
Conflict Management
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Unproductive Conflict
• Conflict that is managed poorly• Has a negative impact on the
individuals and the relationship• Can lead to health problems• Leads to aggression in the
relationship
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Productive Conflict
• Conflict that is managed effectively
• Fosters healthy debate when people are actively engaged
• Leads to better decision making
• Spurs relationship growth
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•Inaccurate perceptions
•Incompatible goals•Unbalanced costs and rewards
•Provocation, or the intentional instigation of conflict
Conflict Triggers
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Conflict Triggers (cont.)
• Events that spark conflict:– Aggression– Identity management– Lack of fairness– Incompetence– Relationship threats
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•Power Dynamics– Differences in power
related to:• Resources• Feelings• Anything the
other values
Factors Affecting Conflict
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•Culture and Conflict– Individualistic cultures:
• Emphasize personal needs, rights, and identity
• “I” attitude
– Collectivistic cultures:• Emphasize group identity and needs• “We” attitude
Factors AffectingConflict (cont.)
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•Attitudes toward conflict:– Affect how willing you are to discuss
disagreements– Affect how productively you handle
conflict– Affect willingness to discuss certain
topics (communication boundary management)
Factors AffectingConflict (cont.)
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•Communication Climate
Factors AffectingConflict (cont.)
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•Culture and Conflict (cont.)
– Gender differences:• Criticism and complaints• Contempt• Defensiveness• Stonewalling
Factors AffectingConflict (cont.)
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•Communication Channel– Poor channel choices can lead to
conflict.– Channel choice affects
conflict management.
Factors AffectingConflict (cont.)
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Factors AffectingConflict (cont.)
• Online Anonymity and Conflict– Electronic media has created new
sources of unproductive conflict.• Flaming• Trolling• Cyberbullying
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•Escapist strategies:– Try to prevent or avoid direct conflict– Used for various reasons,
such as personal safety, practicality, strategy
Strategies for Managing Conflict
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•Challenging strategies:– Promote the objectives of
the individual who uses them (assertiveness)
– Get what you want without letting anxiety, guilt, or embarrassment get in the way
– Create a winner and a loser
Strategies for Managing Conflict (cont.)
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•Cooperative strategies:– Focus on issues instead of verbal
aggressiveness– Debate and argue using probing
questions or playing devil’s advocate– Consider options and alternatives– Consider the importance of the
outcome– Reassure your partner
Strategies for Managing Conflict (cont.)
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• Compromise– Both sides give up a little to get a
little– Can be arrived at through trading
or random selection– Has disadvantages for long-term
important relationships
Conflict Outcomes
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• Win-Win– Both parties meet their
own goals.– Each party helps the
other party with his/her goals.
– The relationship is improved.
Conflict Outcomes (cont.)
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• Lose-Lose– Neither party gets what he/she wants.
• Separation– Remove yourself from the situation to
end the conflict.
• Allocation of Power– Take responsibility for some decisions.
Conflict Outcomes (cont.)