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human relations > chapter 10 > Flashcards

chapter 10 Flashcards

1
Q

what are the three major ego states?

A

parent, child, adult

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2
Q

type of parent ego state that uses advising responses that are judgmental, opinionated, demanding, disapproving

A

critical parent

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3
Q

type of parent ego state that uses reassuring responses that are protecting permitting, consoling, nurturing, etc

A

sympathetic parent

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4
Q

the two types of parent ego states

A

critical and sympathetic

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5
Q

type of child ego state that responds to probing style showing curiosity, fun, fantasy, or impulsiveness

A

natural child

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6
Q

type of child ego state that responds with rebelliousness, pouting, anger, fear, anxiety, inadequacy, or procrastination

A

adapted child

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7
Q

the two types of child ego states

A

natural and adapted child

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8
Q

the ego state where responses are rational, calculating, factual, and unemotional; behavior is cool and calm; avoid getting caught up in others’ emotions; and is the most effective behavior

A

adult ego state

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9
Q

what are the three types of transactions within the ego states

A

complementary, crossed, and ulterior

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10
Q

type of transaction when the sender of the message gets the intended response from the receiver

A

complementary

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11
Q

type of transaction when the sender of the message does not get the expected response from the receiver

A

crossed

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12
Q

type of transaction where the person appears to be in one ego state, but his or her behavior comes from a different ego state

A

ulterior

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13
Q

what are life positions in human relations?

A

your attitudes toward yourself and others; “OK” = positive attitude and “Not OK” = negative attitudes

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14
Q

any behavior that implies recognition of another’s presence

A

stroking

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15
Q

strokes can be:

A

positive (praise) or negative (being hurtful)

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16
Q

the process of expressing thoughts and feelings while asking for what one wants in an appropriate way

A

assertiveness

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17
Q

avoidance of behavior or an accommodation of the party’s wishes without standing up for one’s own rights (comes from the “I’m not OK” life position)

A

passive behavior

18
Q

_________ behavior is often based in fear: fear of rejection, retaliation, hurting others, or being hurt

A

passive

19
Q

behavior that comes primarily through the adapted child and the critical parent ego states, often through anger

A

aggressive behavior

20
Q

the three ways passive-aggressive behavior is displayed

A

sporadically, situationally, and building up hostility

21
Q

a way passive-aggressive behavior is displayed where a person is aggressive one time and passive the next

A

sporadiaclly

22
Q

a way passive-aggressive behavior is displayed where a person is passive during the communication but aggressive later

A

situationally

23
Q

a way passive-aggressive behavior is displayed where after the repeated behavior happens often enough, the passive person becomes aggressive

A

building up hostility

24
Q

behavior that comes from the adult ego state and the “I’m OK–you’re OK” life position

A

assertive behavior

25
Q

traits of assertive people

A

not threatened by others, do not let others control their behavior, stay calm, have a positive self-image

26
Q

what are the steps of assertiveness?

A

set an objective, determine how to create a win-win, develop assertive phrases, and implement your plan persistently

27
Q

what are the causes of anger?

A

frustration, fear, stress, ostracism, bullying, abusive coworkers or supervisors

28
Q

effects of anger

A

less productive, can cause anxiety, depression, sleepless nights, and heart problems

29
Q

how to deal with your own anger

A

don’t dwell, let it go, be assertive and not passive, develop a positive attitude, use rational thinking, look for positives, etc

30
Q

how to deal with others anger

A

keep distance, stay calm, slow down, return hostility with kindness, be empathetic

31
Q

what to watch to prevent workplace violence:

A

verbal threats, nonverbal communication, stalking, harassment, and bullying

32
Q

exists whenever two or more people disagree

A

conflict

33
Q

conflict arises when our expectations aren’t being met; we don’t let others know what we expect, we do not find the expectations of others, and we assume everyone’s expectations are the same as ours

A

psychological contract

34
Q

what are the five conflict management styles

A

forcing, avoiding, accommodating, compromising, and collaborating

35
Q

conflict style where user attempts to resolve conflicts by using aggression

A

forcing conflict style

36
Q

conflict style where user tries to passively ignore the conflict instead of resolving it

A

avoiding conflict style

37
Q

conflict style where the user attempts to resolve conflict by passively giving into the other party

A

accommodating conflict style

38
Q

conflict style where where the user attempts to resolve through assertive give-and-take concessions

A

compromising conflict style

39
Q

conflict style where the user has an assertive attempt to resolve conflict with the best solution agreeable to all parties

A

collaborating conflict style

40
Q

steps for….

step 1: plan to maintain ownership of problem using XYZ model
step 2: implement your plan persistently
step 3: make an agreement for change

A

initiating conflict resolution

41
Q

steps for….

step 1: listen and paraphrase the problem using XYZ model
step 2: agree with some part of the problem
step 3: ask and/or give alternatives
step 4: make an agreement for change

A

responding to conflict resolution

42
Q

steps for….

step 1: each party states their side using the XYZ model
step 2: agree on problems
step 3: develop alternative solutions
step 4: make an agreement for change and follow up

A

mediating conflict resolution steps

human relations (9 decks)

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