Week 9

Question 1

antagonistic state of action involving divergent ideas or interests

Answer 1

conflict

Question 2

an ineffective way to resolve conflict in groups; increases distrust and decreased cohesion

Answer 2

win-lose approach

Question 3

possible for both sides to have their needs meed in a conflict situation

all people have the right to have their needs met

what is in conflict between the two sides is almost never their needs

Answer 3

no-lose problem solving

Question 4

each person expresses his or her opinions or views only after restating the ideas and feelings of the opposing

useful for resolving both intra and inter group conflict

Answer 4

role reversal

Question 5

putting yourself in the shoes of the other person

Answer 5

empathy

Question 6

gently, probing questions to learn more about what the other person is thinking and feeling

avoid sarcasm and defensiveness

Answer 6

inquiry

Question 7

decrease defensiveness and facilitate more open and honest communication

Answer 7

I-messages

Question 8

finding some truth in what the other person is saying then expressing your agreement

Answer 8

disarming

Question 9

saying something genuinely positive to the other person you are in a conflict with

Answer 9

stroking

Question 10

intervention of an acceptable, impartial, neutral third party who has no authoritative decision-making power

Answer 10

mediation