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Lectures Conflict Management
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Aantekeningen Conflict ManagementSession 1: Communication & Conflict (Hoofdstuk 1)
- Interpersonal conflict:
1. Is the interaction between people who are interdependent
2. Incompatibility in perceived goals or outcomes or the means to get there
3. Perceived incompatibility has the potential to negatively affect the relationship
4. There is a sense of urgency about the need to resolve the situation
“Conflict is a common and inevitable feature in close relationships”
- Conflict management: an indispensable ability
o Communication behavior that people employ based on the analysis of the conflict
situation
o Ability to use all possible ways to handle a conflict
o Effective if our communication behavior leads to mutual understanding with an
acceptable outcome for all parties
- Models of communication:
o The linear approach: sender receiver
Deze relatie kan beïnvloed worden door noise
Narrow view of communication it’s what we do to someone
meer de uitkomst van communicatie
o The transactional approach: beide partijen zijn zowel sender als receiver an
exchange between two parties
Deze relatie kan beïnvloed worden door noise
- Conflict communication is a proces dynamic and ongoing
o 5 stages:
1. Prelude to conflict: participants, relations, place and time (the surrounding
circumstances/environment where the conflict takes place)
2. Triggering event: conflict stimulus of which (one of) the party (parties)
becomes upset
3. Initiation of conflict: when the conflict in response to trigger opens
4. Differentiation phase: working out the conflict (identification of the issue)
beide partijen vragen hoe de conflictsituatie nu is
5. Resolution phase: searching together for integration, solving win-win
outcome is preferred
- De manier waarop het conflict gemanaged wordt, kan invloed hebben op het managen van
een toekomstig conflict de resolutie kan ook een prelude zijn voor een volgend conflict
- The nature of conflict should conflict be avoided?
Destructive (negative view): inflexible behavior and aimed at defeating others, leading to
avoid improving situations and interpersonal relationships
Productive (positive view): flexible behavior and aimed at resolving problems and
achieving mutual goals, improving the relationship
- Civility as a response to conflict:
o Attitude of respect toward others
Visible in behavior
Doesn’t say anything about our feelings for the other person
o Sacrifices for the sake of living together
- 5 rules for civil language (Troester & Mester, 2007):
o No words at all (when caught in an emotionally charged situation)
o Use words respectful of the specific listener
o Choose temperate and accurate words when commenting on ideas, issues, or
problems
o Use objective, nondiscriminatory language that respects uniqueness of all individuals
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