Chapter 5 Terms Flashcards
Transactional Analysis
a method of understanding behavior in interpersonal dynamics
Ego states
three states consisting of the parent, child, and adult
Types of Transactions
the three types include; complementary, crossed, and ulterior
Assertiveness
expressing thoughts and feelings while asking for what one wants in an appropriate way
Conflict
Two or more parties are in a disagreement
Forcing Conflict Style
Resolve the conflict by using aggressive behavior
Avoiding Conflict Style
Passively ignore the conflict rather than resolve it
Accommodating Conflict Style
Resolve the conflict by passively giving in to the other party
Compromising Conflict Style
Resolve the conflict through assertive give-and-take concessions
Collaborating Conflict Style
resolve the conflict with the best solution agreeable to all parties
Initiating Conflict Resolution Steps
State the problem, implement your plan, and make an agreement for change
XYZ Model
Describe a problem in terms of behavior, consequences, and feelings
Responding to Conflict Resolution Steps
Listen, agree, alternative solutions, make an agreement for change
Mediating Conflict Resolution Steps
State complaint, agree, alternative solutions, make an agreement for change, and follow up
