COM 312 --> Communication & Conflict, COM
312 - Chapter 1, com 312 Exam Questions and
Answers
MODULE #1
Introductions to Conflict Processes
Interpersonal Conflict
Module #1, Lecture #1
Conflict
A PROBLEMATIC SITUATION IN WHICH...
- conflicting parties are interdependent
- they perceive that they see incompatible goals or incompatible means to the same goals
- perception of incompatibility can adversely affect the relationship if not addressed
- there is a sense of urgency about the need to resolve the difference
What creates a conflict?
Interdependence
- when two people see the relationship as continuous and has a mutual reliance
- marriage, family, teacher and student relationships
Perceived incompatibility
- we think hat we want different goals then the other person
- we think that we want different means to achieve the same goal
- a sense of urgency to resolve the problem
,Prevalence and Negative Perceptions of Conflict
Module #1, Lecture #2
Negative Feelings
- Emotional association with winning/losing
- Research Perspective
- conflict can be rewarding
- conflict can build relationships
Prevalence
- inevitability
- importance of interdependence
- harmony and growth
- conflict as pathology or system function
Why Study Conflict?
- Channel positive communication strategies
- improve and maintain interpersonal relationships
- learn to build with conflict, not tear down
Valuing Civility (5 commitments of a civil person)
Module #1, Lecture #3
What is Civility?
- a necessary
commitment
- an attitude of respect made clear through our communication
,- mindfulness
- consideration
- understanding our impact
5 Princples
#1 --> be captured by the fact that people and the positions they hold can change
- essential principle
- post-apartheid south Africa
#2 --> difficult conversations are more about the people involved than they are the issues that
they discuss
- the battle of the cereal
#3 --> All difficult conversation should start from a calm reflective place
- "speak when angry and you will make the best speech you'll ever regret" - Ambrose Bierce
#4 --> Cultivate the illusion of the first time.
#5 --> the secret to d is arming a difficult conversation is surprise
- I agree
- i appreciate
, Collaboration as the deal
Module #1, Lecture #4
What is Collaboration?
3 basic principles
- understand that the other person's concerns are as important to them as yours are to you
- make it your goal to find a solution that work for both of you
- be willing to use accommodation and compromise, but not competiveness
How do we collaborate ?
4 STEPS
- clarify your points of view to one another
- commit together to finding a mutually satisfying solution
- look for common ground find and follow through on agreed solutions
- support one another in the follow-through
Ury's Breakthrough Strategy
- DONT REACT
- go to the balcony
- metaphor for mental detachment
- DONT ARGUE
- step on their side
- use surprise (apology, caring question)
312 - Chapter 1, com 312 Exam Questions and
Answers
MODULE #1
Introductions to Conflict Processes
Interpersonal Conflict
Module #1, Lecture #1
Conflict
A PROBLEMATIC SITUATION IN WHICH...
- conflicting parties are interdependent
- they perceive that they see incompatible goals or incompatible means to the same goals
- perception of incompatibility can adversely affect the relationship if not addressed
- there is a sense of urgency about the need to resolve the difference
What creates a conflict?
Interdependence
- when two people see the relationship as continuous and has a mutual reliance
- marriage, family, teacher and student relationships
Perceived incompatibility
- we think hat we want different goals then the other person
- we think that we want different means to achieve the same goal
- a sense of urgency to resolve the problem
,Prevalence and Negative Perceptions of Conflict
Module #1, Lecture #2
Negative Feelings
- Emotional association with winning/losing
- Research Perspective
- conflict can be rewarding
- conflict can build relationships
Prevalence
- inevitability
- importance of interdependence
- harmony and growth
- conflict as pathology or system function
Why Study Conflict?
- Channel positive communication strategies
- improve and maintain interpersonal relationships
- learn to build with conflict, not tear down
Valuing Civility (5 commitments of a civil person)
Module #1, Lecture #3
What is Civility?
- a necessary
commitment
- an attitude of respect made clear through our communication
,- mindfulness
- consideration
- understanding our impact
5 Princples
#1 --> be captured by the fact that people and the positions they hold can change
- essential principle
- post-apartheid south Africa
#2 --> difficult conversations are more about the people involved than they are the issues that
they discuss
- the battle of the cereal
#3 --> All difficult conversation should start from a calm reflective place
- "speak when angry and you will make the best speech you'll ever regret" - Ambrose Bierce
#4 --> Cultivate the illusion of the first time.
#5 --> the secret to d is arming a difficult conversation is surprise
- I agree
- i appreciate
, Collaboration as the deal
Module #1, Lecture #4
What is Collaboration?
3 basic principles
- understand that the other person's concerns are as important to them as yours are to you
- make it your goal to find a solution that work for both of you
- be willing to use accommodation and compromise, but not competiveness
How do we collaborate ?
4 STEPS
- clarify your points of view to one another
- commit together to finding a mutually satisfying solution
- look for common ground find and follow through on agreed solutions
- support one another in the follow-through
Ury's Breakthrough Strategy
- DONT REACT
- go to the balcony
- metaphor for mental detachment
- DONT ARGUE
- step on their side
- use surprise (apology, caring question)
