Effective comm and conflict resolution (exam 1)

Question 1

feeling what the other person is feeling and seeing the situation as he/she sees it

Answer 1

empathy

Question 2

all people in the process are =

Answer 2

equality

Question 3

feelings and thoughts stated directly and honestly

Answer 3

openness

Question 4

conflict is viewed as +

Answer 4

positiveness

Question 5

requires flexibility and a willingness to change personal opinions/positions

Answer 5

supportiveness

Question 6

1 person uses passive behaviors and withdraws from the conflict; neither person can pursue goals

Answer 6

avoidance

Question 7

1 person puts aside their goals in order to satisfy the other persons desires

Answer 7

accommodation

Question 8

1 person achieves their own goals at the expense of the other person

Answer 8

force

Question 9

both people give up something to experience partial goal attainment

Answer 9

compromise

Question 10

both people actively try to find solutions that will satisfy them both

Answer 10

collaboration

Question 11

steps to resolve verbal conflict?

Answer 11

recognize ones own conflict resolution style, engage in active listening, and all people involved must view their conflict as a problem to be solved mutually

Question 12

+ comm?

Answer 12

openness
empathy
supportiveness
positiveness
equality
developing trust (keep promises)
using “I” messages

Question 13

good listening habits?

Answer 13

Give undivided attention to the sender

Provide feedback by rephrasing the message in the receivers’ own words

Give attention to positioning, so that sender and receiver are facing each other and can make eye contact

Note nonverbal messages such as body language

Finish listening before you begin speaking

Active listening greatly improves the likelihood that the correct message will be received.