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Conflict > Midterm > Flashcards

Midterm Flashcards

0
Q

Nature or characteristics of conflict

A

1) conflict is about disagreements which range from mild to full blown violence
2) conflict involves perception that one person or group is somehow interfering with other person or group
3) people engage in conflict when issue is something they feel strongly about and feel a need to defend their position

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1
Q

4 things that make police conflict different then normal conflict

A

1) officer often requested to intervene or get involved in ongoing battles
2) conflict rarely started by police officer, often requested to get involved in conflict they know little about
3) officers may be unwelcome if called by third party or onlooker to dispute. Conflict may turn on them causing them to be unintentional focus of anger
4) officer cannot always predict when I confrontation will turn violent and require an escalation to use of force

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2
Q

Define conflict

A

A condition where two set of demands, goals or motives are incompatible

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3
Q

What are four properties of conflict interaction

A

1) conflict is made up of and sustained by moves and countermoves in interactions
2) patterns of behaviour in conflicts tent to perpetuate themselves
3) conflict interactions are shaped by the climate of the situation
4) conflict. Interactions are influenced. I relationships and relationships influence conflict interactions

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4
Q

What is face saving

A

Try to protect or repair your image with others

This can escalate a conflict

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5
Q

5 sources or potential causes

A

1) competition for limited resource
2) personality differences
3) cultural difference
4) policing styles
5) building of stone walls

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6
Q

Positive benefits of conflict

A

1) two sides may develop new ideas, change perceptions, solve problems or make better decisions as a result
2) two sides may develop new respect for each other and work better together
3) small conflict may bring larger issues out into the open for resolution
4) may illustrate a need for change in laws, policies or procedures in a police service or other organization
5) managing conflict appropriately may also improve skills and relations in other areas of communication

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7
Q

Negative consequences

A

1) prolonged and unresolved conflict may be detrimental to individuals emotional
2) aftermath of extreme conflict can have high financial, emotional and social costs
3) conflict even when does not produce emotion or physical symptoms is fatiguing for everyone
4) during conflict people may be more concerned with winning and getting what they want than with preserving a friendship
5) extreme negative conflict could result in disgruntled person resorts to violence or even murder

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8
Q

What does attitudes mean

A

Complex internal constructs of feels and thoughts that are perceived through an individual’s behaviour

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9
Q

What are beliefs

A

Things or ideas that individuals hold as being true or false

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10
Q

What is culture

A

Learned and shared system of knowledge, behaviour, beliefs, attitudes, values and norms

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11
Q

What is ethnocentrism

A

Mistaken belief that ones cultural ways of doing something is the morse correct or preferred way

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12
Q

What are norms

A

Unwritten guidelines or rules about what constitutes acceptable or unacceptable behaviour within a group, team or culture

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13
Q

What are personality clashes

A

An antagonistic relationship between two people

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14
Q

What are values

A

Central and enduring goals In life that individuals feel are true and right

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15
Q

What are the five conflict styles? Briefly explain them

A

1) submissive: cooperative and passive
2) evasive: withdrawn from confrontations, leads to anger and resentment
3) competitive: aggressive and clear about what they want without caring much about the needs of others
4) cooperative: either passive or assertive. End up giving in to easily can limit creative problem solving
5) collaborative: blends assertive strong options with team work and creativity

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16
Q

What are disagreements

A

Differences of options. Can usually be lived with

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17
Q

What things should you do when working through a disagreement

A

1) allow room to debate: maintain open mind, listen to opposing views
2) refuse to take the bait: listen and respond rather than reacting
3) agree to disagree: when you know both sides will no make concessions
4) practice forgiveness: let go of desire to punish for past actions. Forgiving does not mean you are condoning their behaviour

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18
Q

What is the situation management model

A

It is a model that links the use of force with the appropriate use of restraint equipment, chemical agents and firearms

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19
Q

What is the conflict cycle

A

1) conflict occurs
2) react or respond
3) results or consequences
4) values. Beliefs. Attitudes about conflict

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20
Q

What does overt mean

A

Done or shown openly. Plainly or readily apparent not secret or hidden

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21
Q

Win win

A

Outcome of conflict in which both parties gain

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22
Q

Win loss

A

Outcome of conflict in which one party wins and one losses

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23
Q

Lose lose

A

Outcome of conflict in which both parties loss

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24
Q

Glad, sad, mad, scared

A

Simple way of describing the four key emotions

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25
Q

What is cover

A

Hidden

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26
Q

What are enemies of conflict management

A

1) natural desire to explain our side
2) our ineffectiveness as listeners
3) our fears and insecurities
4) assumptions that one of us has to loss for the other one to win

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27
Q

What do we need to do before we can become effective in terms of resolving conflict

A

1) must evaluate and address our perceptions(ours and others)
2) our values
3) principles
4) our needs
5) our fears

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28
Q

What are some benefits of conflict

A

1) increased understanding
2) increased group cohesion
3) improved self knowledge

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29
Q

5 main styles of dealing with conflict

A

1) competitive
2) collaborative
3) compromising
4) accommodating
5) avoiding

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30
Q

What is the interest based relational approach

A

Type of conflict resolution that respects individuals differences while helping people avoid becoming too entrenched in a fixed position

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31
Q

What rules should you follow when using the interest based relational approach

A

1) make sure that good relationships are the first priority
2) keep people and problems separate
3) pay attention to interests that being presented
4) listen first; talk second
5) set out the facts
6) explore options together

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32
Q

What are the steps or process to resolve conflict

A

1) set the scene
2) gather information
3) agree on the problem
4) brainstorm possible solutions
5) negotiate a solution

33
Q

What are the three guiding principles

A

BE CALM
BE PATIENT
HAVE RESPECT

34
Q

Effective communication requires you too

A 
Listen actively 
Be aware of your emotional reactions
Avoid assumptions and mind readings 
Use I messages rather than You messages 
Avoid accusations and blame
35
Q

Conflict starters…..

A

Poke fun at other people, often sarcastic, may be highly insulting/ stereotypical/ may question character or integrity of person they are aimed at

36
Q

What are classifications of nonverbal communication

A

Tone of voice, eye contact, gestures

Indicate feelings

37
Q

What percentage of communication is nonverbal

A

93%

38
Q

What percentages does nonverbal behaviours account for in regard of meanings

A

55%

39
Q

What are paralanguage referred to as…

Includes?

Makes up remaining ….% of communication

A

Vocal cues

Include voice volume, tone, pitch and intensity

38%

40
Q

Nonverbal behaviours include

A

Facial expressions, movements and gestures, use of territory and space, touch and personal appearances

Usually occurs simultaneously

41
Q

What does paralanguage include, what does it not include

A

Vocal but not words

42
Q

Examples of paralanguage

A 
Voice volume 
Tone
Gasps
Signs
Rhythm
Pitch
Inflection
Accent 
Sentence complexity 
Word punctuation
43
Q

Facial expressions and eye behaviours account for ……% of communication

A

55%

44
Q

What are the 6 broad categories of emotions

A 
Anger 
Fear
Sadness
Disgust
Happiness
Surprise 
Possibly pain and contempt
45
Q

Four functions of eye contact

A

1) cognitive functions: gain understanding of others persons thought processes
2) monitor: monitor behaviour and reactions of others
3) regulator: in communication use eye contact to signal when wish to speak and when we finish speaking
4) expressive: eye and area around are very versatile and can express number of emotions

46
Q

What is kinesics

A 
Emblem
Illustrator 
Affect display
Regulation 
Adaptor
47
Q

Woman and Friedan established 5 purposes of nonverbal communication (particularly applicable to kinesics)

A

1) emblems: replace verbal communication and are culturally determined
2) Illustrators: movements that complement verbal communication by describing, accenting/reinforcing words
3) affect displays: nonverbal messages of body and face that carry emotional meanings including strength of emotional feelings
4) regulators: nonverbal messages that accompany speech to control/regulate what speaker says
5) adapters: movements that fulfil personal need, occur at very low level of awareness. Tends to increase levels of anxiety
6) haptics: communication touch/fail to touch/make body contact. Touch can convey intimacy/ friendliness or dominance or power differences

48
Q

What are artifacts

A

Personal objects we display to announce who we are and to personalize our environments

49
Q

What are chronemics

A

The study of how we perceive and use time

50
Q

What is proxemics

A

Study of spatial communication

51
Q

According to HALL there are 4 interpersonal distances or circles the correspond with the type of relationship. What are they

A

1) intimate= close is 0-6” far is 6-18”
2) personal= close is 1.5-2” far is 2-12”
3) social= close is 4-7” far is 7-12”
4) Public= close is under 12” usual is 12-25” and beyond

52
Q

What are nonverbal language/communication heavily influenced by

A

Personal perceptions
Biases
Experiences

53
Q

What are impressions? What are many of these based on? Are they always accurate?

A

Collections of perceptions that we use and maintain to interpret behaviours of other
Nonverbal cues
No need to be used with care and discretion

54
Q

What are conclusions

A

Overall impression of other person

55
Q

What are first impressions

A

Impressions made with very little information

Often affects our interpretations of subsequent perceptions of them

56
Q

What are stereotype

A

Is placing people into categories or groups based on broad generalizations and assumptions that we hold about a particular group

57
Q

What is the problem with stereotyping

A

We lump a large number of groups of people into the same category often with minimal knowledge or experience with that particular category

58
Q

What happens when you start to treat someone differently because of a stereotype

A

Developed a prejudicial attitude and may lead to discrimination against members of that group

59
Q

What is prejudice

A

Unjustifiable negotiate attitudes towards a group and its members

60
Q

What is discrimination

A

Resulting unjustifiable negative behaviour based on this attitude

61
Q

What is denied to people by stereotyping, discrimination and prejudice

A

Individuality and once denied people may begin to behave and react according to the stereotype

62
Q

What are the steps of other confirm or refute interpretations

A

1) pay close attention to entire body of other Person
2) can ask person about them in a unthreatening and no confrontational way
3) use I language
4) using correct information to continue to interact with the other person

63
Q

What is mirroring

A

Is the subtle imitations of someone

64
Q

What are two effective mirroring strategies

A

1) imitate breathing patterns of another person

2) adapt rate of speech of the other person

65
Q

What can mirroring do

A

Create more common ground or shared environment

66
Q

GIBB identified 6 type of communication that foster one climate or another. Name them and describe them

A

1) evaluation VS description:
using I sentences VS you sentences. Using I is less offensive and does not lead to a defensive environment
2) certainty VS Provisionalism: certainty leaves no room for discussion. Provisionalism creates supportive and open climate.
3) Strategy VS Spontaneity:
when things looked planned become suspicious of motives. Spontaneous feels open, honest and unrehearsed
4) Control VS Problem orientated:
Control is not supportive. Problem orientated creates supportive environment where attempts can be made to find solution that satisfies everyone.
5) Neutrality VS empathy:
Neutrality can cause defensiveness. Lacks caring. Empathy demonstrates care and concern (head knodding, leaning forwards, eye contact). Acceptance
6) Superiority VS Equality:
Superiority cause communication to deteriorate. Defensive climate. Equality creates climate of support and mutual respect. More comfort to disclosure. Relaxed and supportive climate

67
Q

What are the 8 type of nonverbal communication

A

1) paralanguage
2) facial expressions and eye behaviour
3) kinesics or body language
4) haptics or touch
5) artifacts
6) appearance
7) time
8) proxemics or personal space

68
Q

What are 6 ways to improve

Communication and manage conflict

A

1) pay attention to all nonverbal cues of others
2) do not be swayed by first impressions
3) know you limits and be aware of your prejudices
4) stereotypes
5) ability to use discrimination- seek additional information
6) use mirroring to establish rapport

69
Q

A supportive climate is

A
  • descriptive
  • provisional
  • spontaneous
  • problem orientated
  • value empathy
  • foster climate of equality
70
Q

What are adapters

A

Nonverbal movements that fulfil a personal need for a person. Often done without conscious awareness

71
Q

What are affect displays

A

Nonverbal messages that carry an emotional meaning and include the strength of the meaning

72
Q

What are emblems

A

Gestures used to replace words

73
Q

What is chronemics

A

Study of how people perceive and use time

74
Q

What is perception checking

A

Soliciting feedback to confirm the accuracy of a perception

75
Q

Non verbal and verbal communication are building blocks for

A

Conflict resolution

76
Q

What are characteristics of passive aggressive behaviour

A

1) approach is that I’m okay and ur not but I’ll let you think you are
2) self sufficient usually appeases high but normally low
3) make decision for others without knowing it
4) does concealed attacks when in problem situations
5) usually wins by manipulating
6) responses to other with confusion frustration and feelings of being manipulated

77
Q

What are the two kinds of agree door in conflict and communication

A

1) clean fights

2) dirty fights or crazy makers

78
Q

What are some types of crazy makers? What do they do

A

1) avoiders-refuse to fight back
2) pseudo accommodator- refused to face up to conflict and pretend there is nothing wrong
3) guilt maker- makes others responsible
4) subject changer- shifts conversation
5) distracter- attacks other parts of the persons life rather then real issue
6) mind readers- goes into character analysis of the others
7) trapper- sets up desired behaviours then attacks what they requested
8) crisis ticklers- brings what’s nothing them out to surface but never completely out
9) gunny sacker- do not respond immediately when angered, put away, let’s it build up then explodes
10) trivial tyranniizers- persist in behaviours that annoy other person
11) beltiner- use intimate knowledge to hit below the belt, attacks vulnerabilities
12) joker- kids around to block real feelings
13) blamer- more interested in finding faults than resolving conflict
14) contract tyrannizer- won’t allow change. Things must stay the same
15) kitchen sink fighters- bring up all kinds of things that are off subject
16) withholder- don’t express feelings honestly they withhold something
17) Benedict Arnolds- get back at partners by sabotage or failing to defend them from others

79
Q

What does rational conflict resolution include

A

Thinking about conflict rather than being in conflict

80
Q

Where is the concept of scripts derived from

A

Counselling theory called Transactional analysis TA

81
Q

What are scripts

A

1) life plans made when we are growing up
2) patterns of behaviour including communication learned in childhood
3) reading the lines and deciding what will happen and how it will all play out in the end
4) repeating over and over again with different people though we may not realize it is there. It’s important to you. Find yourself repeating the same patterns in conflict

Conflict (2 decks)

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