CHAPTER 9

Question 1

Intercultural Conflict

Answer 1

Implicit or explicit emotional struggle between ppl of different cultures over perceived incompatible values/norms/goals/etc in a communication situation

Question 2

Intercultural Conflict Factors

Answer 2

Culture-based conflict lenses
IC conflict perceptions
IC conflict goal issues
Perceived scarce resources

Question 3

Independent-Self Conflict Lens

Answer 3

1. Tangible conflict issues above relationship issues
2. Clear win-lose approach
3. “Doing”
4. Outcome-driven

Question 4

Interdependent-Self Conflict Lens

Answer 4

1. Emphasizes relationship and feeling issues
2. Win-win relational approach
3. “Being”
4. Long-term compromising

Question 5

4 Corporate Value Conflict Approaches

Answer 5

IMPARTIAL: individualistic & small power
STATUS-ACHIEVEMENT: individualistic & large power
BENEVOLENT: collectivistic & large power
COMMUNAL: collectivistic & small power

Question 6

Conflict Resources

Answer 6

(In)tangible rewards that ppl want in a dispute
Tangible - concrete resources
Intangible - deeply felt emotional needs

Question 7

3 Techniques to Negotiate Scarce Resources

Answer 7

DIFFERENTIATION: taking active stance to acknowledge different cultural perspectives
EXPANSION: active search for alternative paths to enlarge amount/type/use of resources
COMPENSATION: offer exchanges or concessions for conflict issues they value differently

Question 8

Facework

Answer 8

V & NV strategies used to maintain, defend, or upgrade own social self-image and attack/defend social image of others

Question 9

Conflict Communication Style

Answer 9

Patterned V & NV responses to conflict in a variety of situations

Question 10

5 Styles of Handling Conflict

Answer 10

1. DOMINATING: push for own self-interest
2. AVOIDING: dodging the topic/party/situation
3. OBLIGING: high concern for others’ interest above own
4. COMPROMISING: give and take to reach mid-point agreement
5. INTEGRATING: high concern for self and others’ interest

Question 11

Flexible IC Conflict Skills

Answer 11

1. Facework management
2. Mindful listening
3. Cultural empathy
4. Mindful reframing

Question 12

Individualistic Conflict Lens

Answer 12

Self-face oriented
Direct, LC conflict style
Linear logic
Self-defensive, dominating, competitive
Compromising is task-based

Question 13

Collectivistic Conflict Lens

Answer 13

Other or mutual face oriented
Indirect, HC conflict style
Spiral logic
Integrative, compromising
Compromising is long-term