Week Eight

Question 0

Reward power

Answer 0

(A) had the ability to punish (B)

Used as a learning or training tool

Question 1

5 principles of power

Answer 1

1) power is part of all personal messages
2) power varies from person to person
3) power is frequently used unfairly
4) power follows principle of less interest
5) power has an age, gender and cultural dimension

Question 2

Legitimate power

Answer 2

(B) believes that (A) has the right to influence or control (B)’s behaviour
Used to gain compliance

Question 3

Information/persuasion - power

Answer 3

(B) attributes to (A) the ability to communicate effectively

Used to encourage

Question 4

Expert power

Answer 4

(B) regards (A) as having knowledge

Used to instruct or dictate process

Question 5

Referent power

Answer 5

(B) wants to be like (A)

Used for persuasion

Question 6

Coercive power

Answer 6

(A) has the ability to punish (B)

Used to force one’s will

Question 7

What skills can be used to provide equal power in a group?

Answer 7

Coalitions - temporary alliances increase relative power
Defiance - purposeful noncompliance
Resistance - ambiguous noncompliance

Question 8

What is interpersonal conflict?

Answer 8

A disagreement between connected individuals who each want something that is incomparable with what the other wants

Question 9

What are the 4 types of conflict?

Answer 9

Pseudo conflict
Fact conflict
Value conflict
Ego conflict - look up these!!!

Question 10

What are the 5 conflict resolution styles?

Answer 10

Forcing/competing
Withdrawing
Accommodating
Compromising
Collaborating

Question 11

Conflict resolution style - forcing/competing

Answer 11

High personal goals - low personal relationship goals
A style of resolving conflict that disrespects the other persons right and threatens the into acting according to your wishes - results in a “you lose, I win” situation

Question 12

Conflict resolution style - withdrawing

Answer 12

Low personal goals - low personal relationship goals
A style of resolving conflict where you physically or psychologically remove yourself form the conflict - results in “you lose, I lose” situation

Question 13

Conflict resolution style - accommodating

Answer 13

Low personal goals - High personal relationship goals
A style of conflict resolution where you give up on your own needs and agree with the other person in a effort to end the conflict - results in “you win I lose” situation

Question 14

Conflict resolution style - compromising

Answer 14

Value personal and relationship goals equally
A style of resolving conflict where both parties negotiate to give up some of their wants in order to reach an agreement - results in “you lose I lose” situation

Question 15

Conflict resolution style - collaborating

Answer 15

High personal goals - High personal relationship goals
A style of resolving conflict where both parties solve their disagreement to identify a solution that satisfies the needs of both parties - results in “I win you win” situation

Question 16

Evaluative mediation

Answer 16

Focused on providing the parties with an evaluation of their case and directing them toward settlement

Question 17

Facilitation mediation

Answer 17

Facilitates the conversation

Question 18

Biased mediation

Answer 18

Enter conflict with specific biases in favour of one part or another

Question 19

Mediation/Arbitration

Answer 19

Begins as mediation, however if this fails, the mediator becomes an arbiter

Question 20

Transformative mediation

Answer 20

Conflict as a crisis in communication

Not seeking resolution rather communication

Question 21

What are the different stages of mediation?

Answer 21

Intake - parties meet individually with the mediator
Opening statements 
Agenda setting
Exploration
Negotiation
Decision

Question 22

Mediation communication skills

Answer 22

1) Active listening - rapport building, open questions, verbal and non-verbal encourages
2) Acknowledgement - reflecting content and feeling, empathy
3) Reframing - definition, metaphoric, paradigm
4) Questions
5) Summarising