Lecture 5: Conflict Management Flashcards
Interpersonal Attraction
the degree to which you want to initially form or maintain an interpersonal relationship
Sources of Initial Attraction
a) Proximity - being physically close to another promotes communication (often forms bonds with those physically close)
b) Physical Appearance - the more someone looks like us the more we assume they will have similar values and interests
Turning Points
Specific events or interactions that are positive/negative and signal changes (for better/worse) in a relationship
- 2 types: Casual and Reflective
Casual Turning Point
Specific event causes a change in the relationship
e.g. 1st date, 1st kiss, spouse has an affair, etc.
Reflective Turning Point
Signals that a change has occurred in the definition of the relationship.
e.g. you receive an invitation from a friend to go for dinner with their family= signals that a change has occurred in the definition of the relationship (the invitation didn’t cause a change, but REFLECTS a change in how you and your friend perceive the relationship)
Social Exchange Theory
“is this relationship really worth it?”
- People will pursue relationships where the rewards are greater than the costs and will abandon it is the costs are greater than the rewards
- includes immediate rewards and costs
- forecasted rewards and cost
- cumulative rewards and costs
Social Exchange Theory: Immediate Rewards and Costs
rewards or costs that are associated with a relationship at the present moment = will stay in a relationship in the present moment for added benefit or if there is no cost
Social Exchange Theory: Forecasted Rewards and Costs
rewards or costs that you assume will occur based on a projection/prediction = so you decide to stay in a relationship or not based on forecasted prediction of reward/cost
Social Exchange Theory: Cumulative Rewards and Costs
refers to the total rewards or costs you have acquired during the course of a relationship. Rewards add up so that you will not immediately end a relationship over a minor cost. Or costs add up in such a way that = leave relationship
Relational Dialects Theory
The belief that relationship development occurs in conjunction with various tensions that exist in all relationship. The tensions either pull us towards intimacy or independence:
a) Connectedness vs Autonomy - desire to connect & a desire to remain independent and autonomous.
b) Predictability vs Novelty (certainty vs uncertainty) - knowing what to expect and able to predict but want new and unexpected
c) Openness vs Closeness - we want disclosure of info while also valuing privacy and desire to hold back info
Social Penetration Theory
explains how through the process of self disclosure relationships become more intimate
- without self disclosure we form on superficial relationships
- Breadth = various pieces of self (hobbies, beliefs, family, school)
- Depth = how personal or intimate that info is
Self Disclosure
Self disclosure occurs when we purposely provide info to others a/b ourselves
- without self disclosure we form on superficial relationships
- Breadth = various pieces of self (hobbies, beliefs, family, school)
- Depth = how personal or intimate that info is
A mom just delivered her second child. She is sobbing and in tears trying to deal with being pulled in two different directions. She wanted to breastfeed her baby because she knows it is best. But she struggles with it for many reasons. With her first baby they spent a lot of time trying to breastfeed and she just didn’t have time for herself. But she wants to try again because it is best for babe. Which tension is this mom dealing with:
a) Connectedness versus autonomy
b) Predictability versus novelty
c) Openness versus closeness
d) Self disclosure to create a therapeutic relationship
a) Connectedness vs Autonomy
You have a roommate with whom an event occurs. After the event you develop a more intimate relationship due to the disclosure of info. Which theory is this?
a) Relational Dialects
b) Social Penetration
c) Turning Point
d) Social Exchange Theory
b) Social Penetration
Upward Communication
Involves the flow of communication from subordinates to superiors (e.g. talking with your boss)
Pelz Effect
subordinates feel more satisfied in their jobs the more they feel they are able to influence higher-level decisions (strong pelz effect occurs when subordinates perceived their supervisors as supportive)
Downward Communication
Communication that flows from superiors to subordinates
- Can be done via memo, newsletters, posters, email, or, of course, face-to-face
Horizontal Communication
Communication among colleagues, co-workers, peers at the same level within an organization
- communicate with colleagues to coordinate job tasks, share plans, and info, or solve problems
- may occur between workers in different departments or divisions who perform similar jobs at a similar level (Pt transfer)
Outward Communication
Talking with patients - communication that flows to those outside an organization
a) focus on the needs of those served through outward communication
b) develop more empathy, better listening skills, and more awareness of nonverbal messages from patients
The N206 instructor needs immediate action from Leanne. Needs Leanne to take the patients vital signs so the primary RN can administer medications. What direction of communication is this an example of?
Downward Communication
The N206 instructor needs immediate action from Leanne. Needs Leanne to take the patients vital signs so the primary RN can administer medications. The best way for the instructor to communicate this would be?
a) By text
b) Over Email
c) Face to Face
d) Over the Phone
c) Face to Face
Hostile Work Environments
Workers rights are threatened through offensive working conditions behaviour on part of other workers
Sexual Harassment
Coerced into romantic relationship (Quid pro Quo)
e.g. if you want this promotion, you should have sex with me
Workplace Bullying
Repeated verbal/nonverbal acts to humiliate or harm an individual in front of others
e.g. deliberately humiliating in a meeting or constantly giving a nurse the heaviest pt load
Backstabbing
More covert or subtle and indirect acts of aggression that cause someone personal or professional harm
a) Active: talking behind someone’s back, sabotaging someone, lying, blaming, and falsely accusing someone
b) Passive: broken promises (organization or co-worker), or withheld or concealed info
Darryl made a crude joke about women at the nurse’s desk and his co-worker Ashley feels like her personal rights are being violated because she had to listen to him even though the jokes aren’t aimed at her. Which form of communication is she experiencing?
a) Backstabbing
b) Hostile Environment
c) Workplace Bullying
d) Quid pro quo
b) Hostile Environment
Minimizing Unpleasant Message (MUM) Effect:
Describes instances when people avoid sharing bad/negative news
Psychological aversion to avoid sharing bad news
- to protect themselves from consequences
- to protect the person they are telling the news to
- to avoid “shoot the messenger” effect
Interpersonal Conflict
an expressed struggle (displeasure expressed verbally or nonverbally) between at least 2 interdependent people who have:
a) Incompatible goals - conflict happens b/c they want the same thing
b) Scarce resources
Conflict Triggers
- Criticism
- Feeling Entitled
- Perceived Lack of Fairness
- More Perceived Cost than Rewards
- Different Perspectives
- Stress and Lack of Rest
- Dialectical Tension
Ashlyn knows that she is more likely to get into a conflict at the beginning of her vacation. This demonstrates an understanding of which common conflict trigger?
a) Feeling entitled
b) Dialectical tension
c) Stress and lack of sleep
d) Different perspectives
c) Stress and Lack of Sleep
Conflict as a Process:
1) Source: Prior Conditions
2) Beginning: Frustration Awareness
3) Middle: Active Conflict
4) End: Resolution
5) Aftermath: Follow-up
Conflict as a Process: Source - Prior Conditions
- Sets the stage for a disagreement
- Begins when you become aware there are differences in role expectations, perceptions, goals, or resources but you don’t say anything yet
Conflict as a Process: Beginning - Frustration Awareness
- At least 1 person becomes aware that the differences are increasingly problematic (passive struggle - frustration remains only as thoughts)
- Self-talk (“something is wrong & i don’t like it”)
- When these differences interfere with something you want = frustration rises
