Conflict Management Flashcards

1
Q

Conflict

A

Difference leads to negative emotions or strained interactions

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2
Q

Comm skills include:

A

APTITUDE (ability to practice skill)

ATTITUDE (frame of mind when practicing)

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3
Q

Conflict causes

A
Unclear expectations
Unfulfilled needs
Conflicting values
Defensive climate
Cultural & language barriers
Stereotypes
Ineffective comm
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4
Q

Destructive comm

A
Attacks values, ideas and person
Little/no emotional control
Defensive climate
Intimate knowledge to punish
Winning
Dysfunctional conflict
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5
Q

Constructive comm

A
Affirms partner
Emotional intelligence
Supportive climate
Sharing of ideas & feelings
Resolve conflict
Functional conflict
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6
Q

Conflict management styles

APPA

A

AGGRESSIVE (controls)
PASSIVE (gives in)
PASSIVE-AGGRESSIVE (connives)
ASSERTIVE

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7
Q

Conflict management skills

RAMMD

A
RECOGNISING CONFLICT LEVEL
APOLOGISING FOR TRANSGRESSIONS
MANAGING EMOTIONS
MONITORING NONVERBAL BEHAVIOUR
DESCRIPTIVE COMM
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8
Q

Levels of conflict

A
PSEUDO = False or waiting to happen
CONTENT = Disagree about content
VALUE = Contradicting values
EGO = Sense of self & self-worth involved
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9
Q

Game theory

A

Analyses peoples moves & countermoves to reach goal

Objective = Maximise gains & minimise losses

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10
Q

Ways to assess other’s strategy

DOO

A

Direct comm
Observe
Observe situation & predict

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11
Q

Advantages of direct comm

A

Try out idea (no loss)
Reduce competitiveness & increase coop for solution
Change perspectives & persuade

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12
Q

Conflict management attitudes

A
Humour
Willingness to seek outside help
Learn from past failures
Willingness to forgive
Empathy
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13
Q

Cooperative confrontation

A
  1. Appropriate time & place
  2. Calmly introduce issue
  3. Allow other to express self
  4. State POV
  5. Brainstorm for solution
  6. Summarise implementation
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14
Q

Solutions

A

Competitive
Compromise
Cooperation

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