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Operations Management: Sustainability and Supply Chain Management12th EditionBarry Render, Chuck Munson, Jay Heizer 1,698 solutions
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Operations Management13th EditionWilliam Stevenson 980 solutions Which of the following is NOT an essential feature of Wilmot and Hockers definition of interpersonal conflict? B. Independence The Chinese character for crisis or conflict includes both B. opportunity and danger Which of the following is a potential benefit of conflict for interpersonal relationships? A. Partners increase understanding of each other According to the authors of your test, which of the following statements represents a positive approach to conflict? D. Conflict serves the function of bringing problems to the table Derek says "I don't like to lose arguments. The way i figure it, when you have disagreement, there can only be one winner" Derek's orientation for conflict is BEST described as A. win-lose Which of the following is NOT one of the four horsemen of deconstructive conflict? D. Restlessness Wilmot and Hocker discuss several benefits of improving your conflict management skills. Which of the following is one of those benefits? E. C and D People around you will benefit from your improved skills and you can improve your relationships A spiral that moves only in one direction-upward and onward-is an example of which type of spiral? D. Escalatory Which of the following statements BEST describe an aggressive family system? D. Have an audience present when you engage someone The following statement by Justin about a conflict with his sister Shannon is an example of which of the conflict metaphors below? "The next time she says something about my lifestyle I'm likely to blow louder than a Mt. St. Helens eruption" B. Conflict is an act of nature Which of the following is generally true about research regarding gender differences in conflict? D. Women are more likely to avoid conflict than men Which of the following metaphors would your authors consider "transformative"? D. Conflict is a dance Which of the following statements is a commonly-held negative view of conflict? E. all of the above According to Wilmot and Hocker, the most common metaphor used to describe conflict is A. Conflict is war According to Wilmot and Hocker, which type of family is characterized by walking away from conflicts, never raising your choices, not telling anyone if there is a struggle, and keeping strong feelings to yourself? D. Avoidant family Steve and Bonnie disagree on how to spend the money they receive from their tax refund. Steven wants to take the family on a trip to Seattle and Bonnie wants to save it for a rainy day. What type of goal does this conflict interaction represent? B. topic The goals one has the outcomes of a conflict prior to actively engaging in it are called _______ goals prospective Typer is young, naturally gifted athlete. Unfortunately, his work ethic does not match his talent. When he complete a competition in sixth place rather than his expected first or second place, he spent a great deal of time and energy telling people how the judges were unfair and biased towards other athletes. Tyler is using which of the following face-saving strategies? B. cleaning unjust intimidation Relationship goals answer which of the below questions? "who are we to each other" transactive goals develop A. during conflict episodes rather than before and after Retrospective goals are the ones that C. give us a sense of clarity of the implications of a conflict when we look back on it Wilmot and Hocker summarize several different advantages of clarifying your goals in a conflict. Which of the following is NOT an advantage identified? E. Figuring out the other goals helps you manipulate the situation so you can get what you really want Which of the following statements is NOT one of the basic principles of relational interests and goals? A. Identity issues do not typically affect relationship messages Which of the following are considered to be the drivers of disputes? B. Relationship; identity If you work to reach your own goal while at the same time seek to please the other you are upholding which of the following items on the authors checklist for "good goals"? D. Goals recognize interdependence Conflict patterns that tend to mirror one another are called D. Symmetrical Which of the following is a disadvantage to using competition/dominating as a style for managing conflict? E. All of these are disadvantages to using competition for managing conflicts Conflict ______ are patterned responses or clusters of behavior that people use in conflict. Conflict _____ are individual moves that people make to carry out their general approach E. Styles; tactics All of the following are examples of verbal aggression EXCEPT for C. requests for information Nicole and Ryan disagree over where they should spend their holidays. Lately, each time Nicole tries to discuss the issue with Ryan, Ryan responds with a joke or changed the subject. According to Kilamann and Thomas, Ryan is using which style of conflict? C. Avoidance In a conflict situation, if you try to use your authority to make a decision in your favor, you are using which conflict style? B. competition/dominating You are more likely to compete rather than accommodate when you score high on which of the following? A. Concern for self Obliging may be linked to which of the following in which what one does, thinks or feels is dependent on what someone else does, thinks or feels? D. Codependence Rashid does not want to be the "authority figure" with his brother but after his brother keeps jumping on the couch he says "stop or you will not be able to go out to dinner with the family" Which of the following best describe the credibility of Rashids threat? B. It is not credible because Rashid does not control the outcome of the negative sanction Which of the following is NOT one of the patterns of violence described in the book? B. Intimate violence is rarely reciprocal Jake is always careful to arrive on time for work. He knows that his boss will dock his pay for any missed hours. Jakes boss uses what kind of power over him? B. Resource control Imagine you are looking for a new job. You know that your friend, Alicia, knows the Vice President of a company where you would like to work. How would the text describe Alicia's influence on you? A. Interpersonal linkages While preparing to teach an online course, Julie regularly seeks out the assistance of Tony, the technology support person at her university. Julie understand that Tony has vast knowledge regarding the software and course management system she needs to use. How would the text deserve Tonys power currency in this scenario? C. Expertise Which of the following is NOT one of the ways you might deny using power in a conflict C. Deny that the other person communicated anything The fundamental concept in conflict is A. Power Latisha appreciates the fact that she has been trained in the art of public address because she finds that in many situations she can employ her _____ as a power currency D. communication skills Which of the following is the most accurate statement about power currencies? C. Developing a repertoire of currencies is a better base for sharing power Which of the following is not one of the basic forms of conversation that are likely to help alter an imbalance of power? D. Clarify what you heard Which of the following states is NOT consistent with Wilmot and Hockers description of competitive power? E. Competitive power does not have a place in constructive conflict Kens parents died, his sister was named as the executor of their estate. She gave all the good furniture to her children and left the bad ones for ken and his kids. He was furious but decided to maintain his relationship with his sister. Kens decision is an example of which of the following moves that Lerner suggests that people in low power positions adopt? C. Stay emotionally connected to significant others even when things get intense Emotions are B. states of feeling Which of the following is NOT a principle of emotion in conflict? C. Intensity of emotion rarely varies through the conflict process "When you tease me in front of our friends, i feel embarrasses" is an example of: D. an XYZ statement Which of the following is NOT a misperceptions bout emotions d. emotions can be managed Which emotion has been termed the "moral" emotion? A. Anger Lori hosts Thanksgiving at her house each year. She assigned each person to bring a food or do a particular task this year instead of doing it all on her own. According to the text, Loris anger served one of many important functions C: setting boundaries Too little sadness can result in B. Distorted emotional expression When we feel extremely intense emotions during conflict we are usually experiencing a threat to which of the following elements of the TRIP acronym? C. Identity One important part of expressing anger in a responsible manner includes E. all of these are helpful in responsibly expressing anger year long divorce and custody dispute. Patrick started calling his soon to be ex wife terrible names in front of their children and her friends. In response, Becky called Particks employer and told them what a terrible person Patrick is. Events such as these went on for months. These behaviors wrecked the couples chance for collaboration because each person was operating on which part of the "Intensity continuum"? C: Unrestrained conflict According to the text, when it comes to managing conflict, most people: Need to learn conflict skills Which of the following is NOT an essential feature of Wilmot and Hocker's definition of interpersonal conflict? Independence Terry and Pat have been in a committed romantic relationship for the last five years. Both an increased intensity and frequency of conflict have characterized their relationship. Recently, both of them have become less invested in the relationship and have sought out others to fulfill some of their needs for affection, inclusion, and control. Basically, they don't rely on each other for much and have come to expect less and less from each other. Terry and Pat's choices reflect which of the five features that contribute to destructive conflict. Avoidance spirals 4. Suki and Laura are best friends. Laura feels betrayed because Suki is so caught up in her new relationship with her boyfriend that she doesn't appear to have time for Laura. In this instance, the conflict is fueled by Perceived scarce resources 5. A spiral that moves only in one direction - upward and onward - is an example of a(n) ______________ spiral. Escalatory 6. Which of the following is a potential benefit of conflict for interpersonal relationships? Partners increase understanding of each other. 7. According to your text, __________ criticize more than __________. women/men 8. Wilmot and Hocker discuss several benefits of improving your conflict management skills. Which of the following is one of those benefits? C & D. (People around you will benefit from your improved skills. You can improve your relationships). 9. If you are upset with your roommate, and you show it by playing your stereo loud enough to be annoying, the authors of your text would say you are demonstrating which of the following dimensions of conflict? Expressed struggle 10. Most expressed struggles are activated by a triggering event 1. Which of the following statements BEST describe an aggressive family? Have an audience present when you engage someone 2. Which of the following statements is NOT a commonly-held negative view of conflict? a good conflict is a nice conflict 3. The following statement by Justin about a conflict with his sister Shannon is an example of which of the conflict metaphors below? "The next time she says something about my lifestyle I'm likely to blow longer and louder than a Mt. St. Helen's eruption." conflict is an act of nature 4. According to Wilmot and Hocker, the most common metaphor used to describe conflict is conflict is a war 5. Metaphors that expand the potential in conflict are useful because they portray a collaborative approach to conflict 6. Which of the communication cultures below is generally characterized by norms that favor competition, low or non-expressiveness, and communication used for concrete purposes? native american culture 7. Which of the following terms reflects the notion that individuals learn male and female communication behaviors through observation of and communication with same-sex groups? social learning theory 8. Since gender studies have found that women tend to compromise more than men in conflict situations, the book suggests that women try to utilize which communication behavior most often? a wide range of communication behaviors 9. According to Wilmot and Hocker, which type of family is characterized by walking away from conflicts, never raising your voices, not telling anyone if there is a struggle, and keeping strong feelings to yourself? avoidant family 10. According to the text, all of the following are neutral metaphors about conflict except: conflict is a mess 2. Steve and Bonnie disagree on how to spend the money they receive from their tax refund. Steve wants to take the family on a trip to Seattle and Bonnie wants to save if for a rainy day. What type of goal does this conflict interaction represent? Topic 3. The goals one has for the outcome of a conflict prior to actively engaging in it are called ____________ goals. Prospective 4. A newlywed couple was having trouble resolving their disputes. The husband felt like he was trying to solve the problems, but his wife did not take him seriously during the discussions because she would do something else while they were talking--laundry, redecorating, etc. They decided that they would have a "meeting" to discuss issues when they arose. The meeting would be a time where they would shut out all distractions and discuss the situation until a solution arose. What is the paramount goal in this situation? All the above 5. Which of the following are considered to be the "drivers" of disputes? Relationship; Identity 6. Relationship goals refer to those that answer the question Who are we to each other?
7. Which of the following statement is NOT one of the basic principles of relational interests and goals? a. Identity issues do not typically affect relationship messages. 8. Tyler is a young, naturally gifted athlete. Unfortunately, his work ethic does not match his talent. When he completed a competition in 6th place rather than his expected first or second place, he spent a great deal of time and energy telling people how the judges were unfair and were biased toward other athletes. Tyler is using which of the following face-saving strategies? b. Claiming unjust intimidation*** 9. Which of the following is an inaccurate summary of the nature of overlapping TRIP goals? c. In a serious dispute, content-only solutions are typically the most satisfying. *** 10. Transactive goals develop a. during conflict episodes rather than before and after. *** 11. Jake is always careful to arrive on time for work. He knows that his boss will dock his pay for any missed hours. Jake's boss what kind of power over him? b. Resource control*** 12. Imagine you are looking for a new job. You know that your friend, Alicia, knows the Vice-president of a company where you would like to work. Your text would describe Alicia's influence on you as a. Interpersonal linkages. *** 13. While preparing to teach an online course, Julie regularly seeks out the assistance of Tony, the technology support person at her university. Julie understands that Tony has vast knowledge regarding the software and course management system she needs to use. Your book would describe the "power currency" Tony has in this scenario as: c. Expertise*** 14. Which of the following is NOT one of the ways you might deny using power in a conflict? c. Deny that the other person communicated anything. *** 15. Latisha appreciates the fact that she as been trained in the art of public address because she finds that in many situation she can employ her ____________ as a power currency. d. Communication skills*** 16. The fundamental concept in conflict is a. power. *** 17. Which of the following is the most accurate statement about power currencies? c. Developing a repertoire of currencies can help lead to the sharing and balance of power. *** 18. Empowerment is most likely when a. Communication behaviors are ineffective combined with excessive expressions of interpersonal power.*** 19. Which of the following statements is NOT consistent with Wilmot and Hocker's description of competitive power? d. Competitive power is appropriate when protecting children. *** 20. When Ken's parents died, his sister was named as the executor of their estate. She gave all of the "good" furniture to her children and left only an old green dresser for Ken and his kids. He was furious with her actions, especially in this time of grief. Even though Ken could be considered to have lower power, he decided to maintain his relationship with his sister and encouraged his kids not to bring up the issues with their cousins. Ken's decision is an example of which of the following moves that Lerner suggests that people in low-power positions adopt: c. Stay emotionally connected to significant others even when things get intense. *** 1. A professor that consistently double books appointments with someone she does not want to deal with may be engaging in: e. avoidance behavior. *** 2. Conflict ________________ are patterned responses or clusters of behavior that people use in conflict. Conflict ______________ are individual moves that people make to carry out their general approach. e. styles; tactics*** 3. You are more likely to compete than accommodate when you score high on which of the following? a) concern for self*** 4. Kilmann and Thomas identified 5 conflict styles that individuals use in a variety of conflict situations. The number 3 in the above grid corresponds with which of the following styles? d. compromise*** 5. Kilmann and Thomas identified 5 conflict styles that individuals use in a variety of conflict situations. The number 5 in the above grid corresponds with which of the following styles? collaboration 6. In a conflict situation, if you try to use your authority to make a decision in your favor, you are using which conflict style? competition 7. All of the following are examples of verbal aggression except: c. requests for information*** 8. Dave is extremely frustrated with his co-workers; conflict is occurring everywhere, and he doesn't feel like he is valued in his job. He starts thinking to himself he should look for a new job. When one of his co-workers asks him about an upcoming work event, Dave says, "I don't really have time to work on this. It's not like I'll be here anyway," Dave is using which "accommodation tactic?" b. Disengagement*** 9. Which of the following is good advice for managing verbal and/or physical abuse: e. All of the above are good strategies. *** 10. Nicole and Ryan disagree over where they should spend their holidays. Lately, each time Nicole tries to discuss the issue with Ryan, Ryan responds with a joke or changes the subject. Ryan is using which style of conflict, identified by Kilmann and Thomas in your text? avoidance 1. Emotions are: b. neither "good" or "bad;" they just "are" *** 2. Self-protective emotions are associated with: a. The right hemisphere of the brain*** 3. Prosocial emotions are associated with: c. The left hemisphere of the brain 4. Which of the following is NOT a misperception about emotions: d. Emotions can be managed*** 5. Lori traditionally hosts Thanksgiving at her house for 10-15 of her relatives. Rarely do any of the guests help out with dinner, clean up dishes, or even say "Thank you." This has been going on for so long that she resents hosting the dinner at all. So...this year she assigned each person to bring a food or do a particular task. A few guests opted out, but the remainder came to dinner, and everyone (including Lori) had a good time. According to your text, Lori's anger served one of many important functions: c. Setting boundaries*** 6. Which emotion has been termed the "moral" emotion? a. Anger*** 7. __________ are more likely than __________ to cover up anger. b. Women/men*** 8. __________ are more likely than __________ to cover up sadness. a. Men/women*** 9. Too little sadness can result in: b. Distorted emotional expression*** 10. When we feel extremely intense emotions during conflict, we are usually experiencing a threat to which of the following elements of the TRIP acronym? c. Identity*** Hooker and wilmots definition of interpersonal conflict An expressed struggle between at least two individuals who are interdependent and perceive scarce resources incompatible values and goal interference Metaphors showing it is struggle Natural disasters animalistic and military Characteristics of an argue meant Loud, faster speaking, wild gestures, personal criticism, high degree of sarcasm, high degree of disagreement, obscenities (gestures and obscenity don't differ from conversation) Benoit and Benoit Keep a diary of every argument, most with close relationships, only with similar power status How do conflicts end? 10% resolution, some apologies, most walking away, leads to repeating arguments with same people How long do conflicts last Only last 3 minutes but feels like 20, only remembering works ones and mulling on what should have been said after it was over Vouchinich Family quarrels during supper Vouchinich 4 stages 1. Provocative action usually let go Length of arguments 2 speaking terms or 14 speaking turns who gets involved in family quarrels? Parents v kids with kids provoking. Same sex fight more often How do family quarrels end? 2/3 no resolution, otherwise one party capitulates, compromises or walks out What keeps arguments short? Fear of physical aggression, could hurt the relationship and say something unforgivable, incompatible with what you're doing, someone else intervenes Topics for serial arguments Violated expectations, violated values, habits, in marriage (money children in laws) Patterns in serial arguments Mutual hostility, demand withdrawal, becomes scripted Gender difference in serial arguments Men hate serial arguing, women feel optimistic about possibility of change. Person who initiates is more optimistic Coping devices for serial arguing Optimistic comparison, other relationships are worse than ukurs Arguments and health Poor for health, increase cortisol levels, increased blood pressure and reduces immune response, finger takes longer to heal and we get more sick How to protect health Selective ignoring, flush it from your mind. Optimistic comparison alone won't work Complaining- expressed dissatisfaction Mostly behavior, then personality, lack of action, complaining, appearance Nagging definitin Repeated requests so person will do what you want Nagging is effective? No, it's a form of failed influence. Strengthens resolve. Men who were sick took worse care of themselves when nagged, women smoked more. Have to be able to view it as help not as control technique Of things that annoy you about partner why haven't you told them about Wasn't important enough, relationship wasn't intimate enough to, afraid of reaction and being hit, afraid of being dumped, don't want to hurt them, don't want to give themselves a bad image, time wasn't right Silent treatment Form of punishment, given by neurotic and mind reading do want facilitate anything Denying support Study of married couples complaining about work Denying sex 25% involuntarily celibate Hidden agenda He doesn't really love me, she doesn't respect me. Difficult to resolve Partners jealous Women tend to do it more as a secret test, punish partner for something they did, improve treatment or revenge Jealousy rechniques Exaggerate attractiveness of others, openly flirt, talk about exes, send flowers distance yourself from partner, tell others you are interested in someone else Effectiveness of jealousy Partner breaks up gets aggressive or changes. Overall non effective Teasing Women react worse to being teased, men get teased about unusual personal habits, sexual abnormalities, lack of athleticism Trying not to get involved, hate about best friends partner? Afraid to end friendship, non of my business, would intervene if problem got much worse or friend mentioned it to uku Who intervenes in family disputes? Mom tries to find compromise, sister tries to change subject, dad shouts, brother leaves Relational turbulence model Behavior and goal fulfillment are connected, facilitation is being with partner facilitates achieving personal goals, influence is adapter decisions to accommodate partner, interference is prevent from accomplishing goals False consensus effect Everyone believes their own behavior is majority jormal defensive attribution bias Side with one I best identifying with in conflict Sentiment override bias Interpretation is clouded by feelings toward them at the time (good or bad) Egocentric bias Each one thinks they've done more work than the other Reasons for egocentric bias Don't want to admit it, selective recall (remembering what we did), selective attention(not looking for what they did), owness bias Role biases in attack Initiator feels like this has been going on for a long time. Person attacked more likely to feel that it got resolved. Cause of conflict Scarce resources (money/time), incompatible values (gender role modern) l, goal interference both behavioral and attribution all (disagree about why goals are interrupted) Passive style Silent, compliant, indirect, apologize, don't say no, we like passive because they do what we want Passive agressive Silent treatment, pout and sulk, procrastination, manipulative Aggressive Threatening, insulting, question others competency, raised in verbally aggressive homes, don't have persuasive reasoning, believe others are at fault Assertive Speaks their mind, thought there used to be too many passive people, but it's really seen as insensitive, empathetic assertiveness is best. Assertive people like assertive people. Power blood and wolf Interviewed 1969s spouses. Power comes from amount of dependency on partner relative income and relative education. Principle of least interety Scanzoni 4 types of marriage Wife as property, wife as complementary partner, wife as junior partner, wife as equal partner Blood and wolf criticisms Money has discounting factors, making decisions is effort full, power can come from different sources (eg number of good alternatives in dating), emotional dependence on marriage, power in gay and lesbian couples, too much emphasis on decision making power (have power to veto but if respected you don't care that you didn't decide), stereotypical masculine decisions Education and working on who wjns Person who is working wins greater percentage, if both than man wins 60%. More education generally increases women's power and decreases mans power Macro discounting factors Cultural level regardless of earning potential, each generation is less conservative, economy if men have more access to money Micro discounting factors Wife is in love with husband then money empowers her, less attractive women get more power from money, greatest power when her money spent on necessities Power strategies for men Coercion, authority, expertise, information Power strategies for women Personal rewards, sexuality, helplessness Power strategies Men won't use feminine power bases but women will use masciljne Falbo and peplau 4 power strategies to get what you want Bilateral direct Best relationships use bilateral direct Bilateral direct Reasoning bargaining persistence talking persuasive appeals Bilateral indirect Hinting, positive affect Unilateral indirect Laisseze faire, negative affect, silent treatment Unilateral direct Stating importance, telling, asking Belk and snell how to resist partners influence? Begrudging compliance, avoidant strategy, negotiation, outright rejection. Unbalanced power used avoidant or rejection Banduras social learning theory People learn to be aggressive by seeing models Origins for aggression Family, peer groups, self, symbolic Instigator for aggressuon Verbal, physical, presence of other physically aggressive models, rewards, authority approval, hearing voices Reinforcement for aggression External, vicarious (see others reinforced), self Big criticism for banduras aggression model Some people are born with propensity for violence Berkowitz Frustration aggression hypothesis obstacles get in way of goal and make us frustrated If anger > fear we become aggressive Factors Berkowitz found to increase anger How many times recently, more towards inanimate, size up power, weapons effect, labeling effect, higher temp, displaced aggression, alcohol Road rage indicators Wild driving, muttering, yelling insults, obscene geastures, speeding up to catch someone, tailgating, break checking Road ragers Have high need for control, constant time pressure, others block their progress, young men expensive car Gender differences aggresion Women say loss of self control- anxious high need women, men look for fair fight Homicide ratw 5 per 100k Causes/methods of killing 69% firearms, rest knife, 41% during argument, 36% unsolved Luckabill study of California murders Weekend nights, public, victim had prior relationshi Luckabills sequence 1. Victim does something insulting to murderer Bystanders More likely to help murderer felson theory of restore face One party is attacking image of another and but we don't strike back when it is accurate, can explain it away, other people usually goad you but can sometimes talk you fown Felsons progression 1. Rule violation Code of honor study Code of honor defended (south and west) superficial politeness to prevent code of honor form breaking 5 key parts of conflict 1. Expressed struggle David Hueg's research on pregnant mothers and fetuses -Genes in mother may oppose genes expressed in fetus Functional Conflict conflict that supports the goals of the relationship and improves its performance Dysfunctional Conflict conflict that hinders performance 4 Types of conflict 1. Unreal Signs of Gridlocked conflict -feeling unproductive and hurt during conflict with another The "Four Horseman" 1. Criticizing "Conflict Spiral" Conflict emerges and grows due to passive aggression and negative communication styles that ultimately "spiral" into more intense conflict The "Dance of Intimacy" One partner initiates conversation while the other is resistant to communicate and avoids discussion of issues (usually in intimate relationships) Objective conflict -consist of actual conflicts in 'resources' that could be recognized by observers Subjective conflict -more due to perceptual differences and often more due to the different "lenses" people have The "lens model' of conflict, and common filters people apply in conflict -conflict is always viewed by the participants through lenses Attribution theory -attribution
theory: a description of the way people explain the causes of their own and The fundamental attribution error, and the three explanations of why it happens -the tendency to overestimate the extent to which a persons behaviors is due to Three dimensions of attribution -Global
v. Specific The 'optimistic' and 'pessimistic' styles of attribution -optimistic: external, unstable,
specific The definition of 'stress', the effects of stress, the different types of stress -definition: the physical, cognitive, and emotional experience/state of threat that occurs The physiology of stress including allostasis, sympathetic vs. parasympathetic systems, and General -allostasis: different circumstances require different homeostatic setpoints, Adaptation Syndrome -your body's pattern of stress resistance during a stressful situation
The three major types of "systems" the authors discuss, and their basic characteristics -avoidant systems The misconceptions about conflict that Wilmot and Hocker debunk -harmony is normal and conflict is abnormal "Conflict metaphors" -trying to make sense of disturbing, difficult experience of conflict by comparing Assumptions about Conflict Negative Definition of Conflict the interaction of interdependent people who perceive incompatible goals and interference from each other in achieving those goals The 3 "I"s of Conflict Incompatible Goals Positive FUNCTIONS of Conflict Improves relationships Folger, Poole, and Stutman's Model of Conflict Management 1) Differentiation
Definition of Differentiation Discovering and focusing on differences between goals, aspirations, and interpretations of two or more parties Advantages of Differentiation Correct misinterpretations Examples of Destructive Differentiation Crying Productive Differentiation Dialogue: Active Listening Clarifying
questions Phases of Conflict 1. Latent: Groundwork Sources of Conflict 1. Role Conflict Role Conflict -Intrarole Intrarole conflict be good at one specific role Interrole conflict clash between 2 or more roles Interpersonal role conflict 2 or more in same role Conflict Styles 1. Avoid: run, hide, skirt Axioms of Communication One cannot not communicate Factors that Affect Conflict Processes/Dynamics -Relationship Four Communicative Properties of Conflict 1. Conflict is created and sustained by the moves and countermoves of participants. Rosenberg's Non-violent Communication Model 1. Observe, Don't Judge (separate observation from evaluation) Ex:
"Felix, when I see two balls of soiled socks under the coffee table and another three next to the TV, I feel irritated because I am needing more order in the rooms that we share in common." Two parts: Why study conflict? Conflict happens, so we had best prepare for it. Intrapersonal conflict internal strain that creates a state of ambivalence, conflicting dialogue, or lack of resolution in one's thinking and feeling Interdependence Conflict Parties engage in Expressed Struggle and interfere with one another because they are Interdependent. Perceived Incompatible Goals People "fight" over goals that are important to them Parties either want Perceived Scarce Resources Resource: "any positively perceived physical, economic or social consequence" Ex: close friends often think that if their best friend begins to like someone else too, then the supply of affection available to the original friend will diminish In interpersonal struggles, two resources often perceived as scarce: Power and Self-Esteem Interference -Perception of interference Individual brains -> individual differences -> conflict Dominant information-processing lobes Neurological Disorders Drugs and Alcohol Parts of Brain Corpus Callosum: transfers info between hemispheres Left brain: logic, verbal, linear, literal Right brain: creativity, images, insight, emotion Mandalas -Meaningful or meaningless elements combined within
a circle Examples: As you focus on the mandala, the images begin to shift, your brain relaxes, increasing slow, alpha waves BioFeedback -mind-over-body process to help you relax
physically Guided Imagery -intentionally evoking vivid scenes and intense sensory stimuli Integrate: Other-hand Writing -body controlled by opposite side of brain Sensory Stimulation -transitional objects (blankey, teddy bear) transport in time Fantasy -imagining unrealistic or exaggerated scenarios Ex: imagining self as more skillful or creative or as someone else (a role model) who could handle the situation better Dreams -letters from unconscious Free Association -whatever comes to mind We do this during conflict without realizing it! We tie what is going on in the present with past interactions/memories. Affirmations -positive statements that reinforce
what you want to think/believe "I can handle this." Arenas for Conflict -Interpersonal (husband and wife, siblings, friends, roommates) Productive
Conflict Interaction -flexible approaches Destructive Conflict Interaction -inflexible behavior Judgments about Conflict Outcomes -gains and losses Factors influencing Conflict Interaction -power Integration -parties begin to acknowledge common ground, move toward a solution To manage the transition of differentiation -> integration: Destructive Differentiation
1)Escalation (infuriating parties) Property 1: Conflict interaction is constituted and sustained by moves and countermoves in interaction. -conflict exists not because of differences between parties, but because of the actions parties take in responding to their differences Property 2: Patterns of behavior in conflicts tend to perpetuate themselves. Self-reinforcing cycles of conflict caused by: gives conflict momentum Property 3: Conflict interaction is shaped by the global climate of the situation. Climates: composed of generalized beliefs about the situation Property 4: Conflict interaction is influenced by and in turn affects relationships. -depends on prior relationships Power -the ability to influence or control events -Social Power stems from relationships among people Four Modes of Power 1) Direct (employs resources to compel others to comply) 2) Direct and virtual (implies the potential use of direct power, but does not actually put the resources into play) 3) Indirect (use resources to influence interaction, but do not make the use of power explicit) 4) Hidden
(frames or limits the discussion of issues behind the scenes Endorsement of Power Negotiated in interaction Four factors: Basic Human Needs according to Rosenberg Autonomy A spiral that goes up Escalatory Spiral What is conflict An expressed struggle between at least two interdependent parties who perceive incompatible goals, scarce resources, and interference from others in achieving their goals. Saving Face When a person knows they are wrong but continue with the argument. Difference in which men and women engage in conflict Women - Emotional & like conflict less than men Interpersonal conflict advantage in relationships A greater understanding What is needed to deal with conflict according to Hocker & Wilmot Better Skills If the family value is that you don't fight and you don't argue, what type is it Avoidant Style Metaphors Help Collaborate What is true about conflict goals Need to be defined by changing behavior Most metaphors in U.S. are ___. Win/Lose Conflict interaction type when couples disagree on how money is spent. Topic Interdependence Trying to reach your goal and helping others reach their goal What is a good goal A win/win goal Advantage of clear goals Help parties know when a goal has been accomplished Collaborative (good) Goals 1. Short, medium, & long-term range issues are addressed Denial of Power 1. Deny that you communicated something Currency of Expertise Special skills or knowledge someone else values Who has the power Social Relationships Type of currency in which information is provided in a clear way Communication skills Type of currency when looking for a job & want friend to put in a good word Interpersonal Linkage Balancing power in conflict 1. Dialogue When communicating during conflict Use "I" Statement Communication Conflict Styles Patterned responses, or clusters of behavior, that people use in conflict. A spiral that goes up Escalatory Spiral Define Emotions States of feeling. Designed by evolution to more through the body. Feel them, change, & transform. Finding Feelings A cluster if "feeling words" that help us express what we are feeling. **6 Principles of Emotions in Conflict 1.)Triggering events often emotional (sets off someone in conflict) Misconceptions of Emotion in Conflict -emotions
are irrational Functions of Emotion 1.) Hurt Function of Hurt -result from some sort of psychological injury because, there has been a relational transgression (says someone's broken a rule) Function of Sadness -may create bridge of empathy to other person Function of Shame -encourages social cohesion Function of Guilt -leads people to seek amends Function of Regret -can push people to act Functions of Negative Emotions Anger (emotion) & Aggression (action) Functions of Anger -experience with unfairness or unjust Fear & Anxiety 1.) Fear results when ones integrity is threatened Sadness & Depression -influence conflict resolution **Value of positive emotion in conflict resolution -broaden individuals -lead to sympathy and empathy Work in the mid-range conflicts worked out in the level of intensity are more effectively resolved than those that are left unexpressed or handled with unrestrained emotion. Warrior of the heart -draw on metaphors Express anger responsibly ... Use x, y, z formula -way to express emotions Guidelines for receiving anger (other book) Actively listen to emotional communication Telling someone to not feel a certain way is an injunction that may increase, not decrease the emotion. You don't have to agree with feelings just listen respectively. Protect yourself from verbal abuse -when others get out of control you need to do this Use fractionation -idea developed by Follet and later called fractionation by Fisher Use positive language to work with strong emotion -help
broaden their thinking, reflect, and build on integrative ideas. Personal Responsibility for emotional transformation -peacemaking is a crucial stress mechanism for people Definition of forgiveness "forgiveness is giving up the idea of a better past" What's to forgive? -relation
harm or transgressions (someone has broken relational rule) Misconceptions about forgiveness -forgiveness dismisses or minimizes an event Dealing with imbalance of power -distinction between forgiveness & reconciliation is crucial when there is a serious power imbalance between 2 parties or an individual & a
situation Memory & forgiveness -memory is essential to the forgiveness process because it is central to the identity of individuals, peoples, & nations. Decision or process? an element of forgiveness enters almost every forgiveness process & a kind of process figures in every decision. this is true even if the process only seems to contain 2 steps of grieving the original injury or transgression & letting go **Process over
decision 3 step model of forgiveness that makes logical sense Getting stuck -eddie: area where it is safe to pull over Personal dimensions of forgiveness -forgiveness is giving up the idea of a better past Interpersonal dimensions of forgiveness -can be seen as the decision to reduce negative thoughts, affect, and behavior, such as blame, anger, toward an offender or hurtful situation and to begin to gain better understanding of the offense or offender Gestures may indicate that the process of forgiveness is underway or may have been completed in an implicit way ex.) kissing in a relationship char. of an apology 1.) that there is essential agreement as to the nature of the violation Suspect apologies three forms: Good apologies 1.) acknowledgment of harm without accompanying justification Forgiving self reconcile 2 different images of ourself: Receiving Forgiveness -shift attention away from ourselves, away from fear of retribution or out own feelings of guilt Reconciliation the process of repairing a relationships so that reengagement, trust, & cooperation become possible after transgression or violation Strand of truth -having own's own truth denied is a big
obstacle to forgiving another person Strand of forbearance -involves restraint Strand of empathy -developing empathy for the offender important to reconciliation Strand of commitment -recognizing interdependence & making agreement to work together to resolve things Sprial Upward in increase Interpersonal conflict Conflict is an expressed struggle between at least two interdependent parties who perceive incompatible goals Saving face Continue conflict Conflict females Less conflict and more emotional Conflict interpersonal advantage Relationships greater understanding of issues Hocker & wilmot engagement of understanding Skills Avoidance no trust Family values Metaphors Help cooperate ideas Conflict goals Observing behavior Most metaphors American Win lose Trip Topic identity relationship process Using trip what would money in a relationship be Topic Process type of goal To move forward Independent goals Each other good goals also seen as goals to collaborate Clarifying goals Clear shared reach more Boss has all power No Denial power I did not say that Currency Special skill What is power Relationships give you power Communications skills Persuasive ability to lesion skill group lead bonds with others Power balancing Give to left and right
I statement Helps in conflict Passive aggressive Avoiding Style Developing over a life time **Advantages of using skilled 3rd party ... **Informal intervention: (do we need to know what each of these are specifically?) indirectly asking for help; questions to consider before getting involved; unfair bonding, siding and effects of siding; cautions about informal intervention **Intervention continuum degree of control that conflicting parties have over solution Definition of conflict A process in which one party perceives that its interests are being opposed or negatively affected by another party. **Assumptions of conflict 1. Harmony is normal: conflict is abnormal Ad. & Dis. of Adjudication -strength Ad. & Dis. of Arbitration -strength Ad. & Dis of Mediation -strength Mediation settings 1.) business disputes Stages of Mediation four horsemen Emotional Intelligence The capacity for recognizing our own feelings and those of others for motivating ourselves and for managing emotions well in ourselves and in our relationships. Conflict An expressed struggle between at least two interdependent parties who perceive incompatible goals, scarce resources, and interference from others in achieving their goals Communication The central element in all interpersonal conflict Creates Communication behavior often ________________conflict
Reflects Communication behavior r___________________conflict Vehicle Communication is the ___________________ for the productive or destructive management of conflict Triggering event Expressed struggles are activated by a ______________ __________
Intrapersonal conflict Internal strain that creates a state of ambivalence, conflicting internal dialogue or lack of resolution in one's thinking and feeling criticizing, defensiveness, stonewalling, and contempt. The four horsemen of destructive conflict Avoidance spirals less direct interaction, harboring of resentment or disappointment, decreasing dependence on the other, complaining to third persons about the Escalatory Spiral When interaction becomes self-perpetuating and its characteristics are misunderstanding, discord, and destruction, this is called: Constructive complaint Using "I" statements and neutral language, and asking for specific behavioral change Topic, Relationship, Identity/facework, process 4 types of goals Topic, Relationship, Identity, process TRIP goals Topic Goals Goals that focus on what do we want? Relational goals Goals that focus on who we are to each other Identity goals Goals that focus on who am I in this interaction Process goals Goals that focus on what communication process will be used prospective goals goals before interacting transactive goals goals during the interaction itself retrospective goals goals after the conflict Designated, distributive, integrative Three types of power Designated power Power given by your position Distributive Power Power that comes from your ability to achieve your objective over the resistance of another. Integrative power power WITH the other, joining forcess with someone else to achieve mutually acceptable goals. Constructive use of power Solves problems, enhances relationships, and balances poer Either/or power Distributive power Power denial Denying that you communicated something; denying that something was communicated to you; denying that you communicated something to the other person; deny the situation in which is was communicated. interpersonal power the ability to influence a relational partner in any context because you control resources that the partner needs, values, desires or fears. interpersonal linkages help one attain power thorough coalition formation expertise currencies when a person has some special skill or knowledge that someone else values passive aggressive behavior refusing to cooperate when other people are depending on you, along with unexpressed anger distributive power power emphasizes power over or against the other party, and the key to it is dominance. Integrative power Joining forces with someone else to achieve mutually acceptable goals, and focusing on the "both/and" nature of the situation describes ______________ power. distributive power either/or or power over Integrative power both/and or power with designated power power to Dialogue, Restraint, Focus on interdependence, stay actively engaged techniques for power balancing Conflict Syles Patterned responses or clusters of behavior that people use in conflict Cooperation and Competition Two styles of conflict (Deutsch) collaboration, accommodation, competition, avoidance, compromise Five Styles of Conflict (Kilmann, Thomas) Assertiveness, cooperativeness Two dimensions of conflict Avoidance low assertiveness and low cooperativness Accommodation high cooperativeness, low assertiveness Competition low cooperativeness, high assertiveness Collaboration high on both cooperativeness and assertiveness compromise Middle ground, moderate degrees of assertiveness and cooperativeness Avoidance Style Characterized by denial of the conflict, changing and avoiding topics, being noncommittal and joking rather than dealing with the conflict at hand Denial, topic management, non-committal remarks, irreverent remarks Four types of Avoidance Tactics Direct Denial Statements that deny that a conflict is present Implicit denial statements that imply denial by providing a rationale Evasive remarks Failure to acknowledge or deny the presence of a conflict following a statement or inquiry about the conflict Topic Shifts Statements that terminate discussion of a conflict issue Topic avoidance Statements that explicitely terminate discussion of a conflict issue before it has been fully discussed. Noncommittal statements Statements that neither affirm nor deny the presence of conflict and are not evasive replies or topic shifts Noncommittal questions Unfocused conflict-irrelevant questions Abstract remarks Abstract principles, generalizations, that are not evasive remarks Procedural remarks Procedural statments that supplant discussion of the conflict. postponement Tactic for deferring conflict Competition or "power over" style aggressive and uncooperative behavior-pursuing own goals at the expense of another Competition style tries to win without adjusting to the others goals and desires Advantages of Competitive style Useful when one has to make a quick decisive action, generates creative ideas, if external goal is more important than the relationship Disadvantages of competitive style can harm relationships, reduces conflicts to two options, can encourage covert means, can be harmful if one party is unable or unwilling to deal with conflict in head on manner Personal criticism, Rejection, hostile imperatives, hostile jokes, hostile questions, presumptive remarks, denial of responsibility 7 types of confrontational remarks Threats Most common competitive tactic two criteria of threat source must control outcome; threat must be seen as negative Advantages of compromising important goals accomplished in less time, appears reasonable to both parties, used as backup method when other styles fail disadvantages of compromising easy way out, form of "loss" rather than "win", prevents creative new options, avoidance, requires each side giving something in order to get an agreement Compromise intermediate style resulting in some gains and some losses for each party. requires trade offs Accomodation setting aside individual concerns in favor of pleasing other involved. Relational goal most important Collaboration high level of concern for one's own goals, the goals of others, the solution of the problem and the enhancement of the relationship Advantages of collaboration Generates new ideas, shows respect for the other party, gains commitment to the solution from both parties, affirms relationship disadvantages of collaboration People who are more verbally skilled than others can use collaboration in manipulative ways integrative another term to describe collaborative tactics to share topic information, get support & understanding, have a sense of belonging, gain power Why people form coalitions Designated, distributive, integrative Three types of power Designated power Power given by your position Distributive Power Power that comes from your ability to achieve your objective over the resistance of another. Integrative power power WITH the other, joining forcess with someone else to achieve mutually acceptable goals.
Constructive use of power Solves problems, enhances relationships, and balances poer Either/or power Distributive power Power denial Denying that you communicated something; denying that something was communicated to you; denying that you communicated something to the other person; deny the situation in which is was communicated. interpersonal power the ability to influence a relational partner in any context because you control resources that the partner needs, values, desires or fears. interpersonal linkages help one attain power thorough coalition formation
expertise currencies when a person has some special skill or knowledge that someone else values passive aggressive behavior refusing to cooperate when other people are depending on you, along with unexpressed anger distributive power power emphasizes power over or against the other party, and the key to it is dominance. Integrative power Joining forces with someone else to achieve mutually acceptable goals, and focusing on the "both/and" nature of the situation describes ______________ power. distributive power either/or or power over Integrative power both/and or power with designated power power to Dialogue, Restraint, Focus on interdependence, stay actively engaged techniques for power balancing morphogenesis Behaviors that enable the system to grow, innovate and change Descriptive Language No blame perspective Toxic Triangle When one person feels a lower level of power and brings in another person to bolster the low-power position morphostatic system characterized by moves designed to sustain the status quo or one that maintains conflict by avoiding genuine change avoid it, tolerate it, attempt to fight fairly or process it Ways couples react to conflic Stage 1 conflict members experience a minimal amount of conflict, openly communicate, and share power Stage 2 conflict Members experience significant conflict that they see as causing a problem. Criticism increases. Stage 3 conflict Members are in turbulence, experience high intensity, and are moving towards polarization. Stage 4 conflict Members have lost the ability to work through their conflict and have engaged the services of a third party. Adversarial and work to enhance their individual bargaining positions. coalition When people perceive that they are the low-power person in a conflict, their typical response is to try to form a __________with another person isolate one who is out of the loop with others share topic information, get support and understanding, have sense of belonging and gain power Why people form coalitions in order to perscriptive, not evaluative, language kind of language that rules are stated in Microevents repetitive loops of observable interpersonal behaviors....with a redundant outcome What is a negative consequence of conflict quizlet?Negative outcomes: Wastes time and resources, more job turnover and stress, and weaken team cohesion (when conflict is within team).
Is conflict is inherently negative?Conflict is inevitable and it is not inherently negative. A key part of developing interpersonal communication competence involves being able to effectively manage the conflict you will encounter in all your relationships.
What is a conflict problem quizlet?Definition. 1 / 7. A struggle between opposing forces. The problem faced by the characters in the story.
What are six common causes of conflict quizlet?Much conflict in organizations comes from one of __ factors:. Interdependence.. Differences in power/status.. Organizational ambiguity.. Competition over scarce resources.. Drive for autonomy.. Bifurcation of subunit interests.. |