Communication Climates
Chapter Twelve
Managing
Interpersonal Conflicts
Cengage Learning. Looking Out, Looking In, 15th Edition © 2016. All rights reserved.
Looking Out, Looking In
1
The Nature of Conflict
Conflict defined:
Expressed struggle
Perceived incompatible goals
Perceived scarce resources
Interdependence
Interference from the other party
Cengage Learning. Looking Out, Looking In, 15th Edition © 2016. All rights reserved.
The Nature of Conflict
Conflict is natural
Conflict can be beneficial
Cengage Learning. Looking Out, Looking In, 15th Edition © 2016. All rights reserved.
Conflict Styles
Conflict styles
Avoiding (lose-lose)
Accommodating (lose-win)
Competing (win-lose)
Direct aggression
Passive aggression
Compromising (partial lose-lose)
Collaborating (win-win)
Cengage Learning. Looking Out, Looking In, 15th Edition © 2016. All rights reserved.
Conflict Styles
Which style to use?
Consider these factors:
The relationship
The situation
The other person
Your goals
Cengage Learning. Looking Out, Looking In, 15th Edition © 2016. All rights reserved.
Conflict in Relational Systems
Relational conflict style: a pattern of managing disagreements
Complementary conflict style
Symmetrical conflict style
Parallel conflict style
Cengage Learning. Looking Out, Looking In, 15th Edition © 2016. All rights reserved.
Conflict in Relational Systems
Destructive conflict patterns
Criticism
Defensiveness
Contempt
Stonewalling
Conflict rituals
Cengage Learning. Looking Out, Looking In, 15th Edition © 2016. All rights reserved.
Variables in Conflict Styles
Variables in conflict styles
Gender
Culture
Cengage Learning. Looking Out, Looking In, 15th Edition © 2016. All rights reserved.
Constructive Conflict Skills
Collaborative problem solving
Identify your problem and unmet needs
Make a date
Describe your problem and needs
Consider your partner’s point of view
Negotiate a solution
Follow up the solution
Cengage Learning. Looking Out, Looking In, 15th Edition © 2016. All rights reserved.
Constructive Conflict Skills
Constructive conflict
Is the win-win approach too good to be true?
Is the win-win approach too elaborate?
Is win-win negotiating too rational?
Is it possible to change others?
Cengage Learning. Looking Out, Looking In, 15th Edition © 2016. All rights reserved.