The document discusses various aspects of communication and conflict resolution. It covers topics like the stages of a conversation from greeting to closing, types of conflicts, causes of conflicts, effects of fighting, conflict resolution strategies, and principles for managing conflicts constructively. The key ideas are that conflicts are inevitable but should be resolved through respectful discussion rather than fighting, and that an understanding, empathetic approach is most effective for maintaining healthy relationships.

1. Chapter 7

3.  The first step in conversation. (greeting)
 In face to face  can be verbal and non verbal
 In email  can be verbal and non verbal

4.  Open the channels of communication
(Example:- “Haven’t we met before?” or “Nice day, isn’t it?”
 Preview Future message
(Example:- “I’m afraid I have a bad news for you” or
“Listen to this before you make a move”
 In office memos and email  Served in part by headers that
indicate the subject of your message, the recipients and CC
(courtesy copies)

5.  Substance and focus of the conversation.
Business is a good term for this stage, because it emphasizes that
most conversation are directed at achieving some goal.
Fulfills one of the basis components of interpersonal communication
– learn, relate, influence, play or help.
Exchanges roles of speaker/listener frequently. (example:- talk
about new supervisor, what happened in the class, your vacation
plan)

6. Is the reverse of the second stage.
Reflect back on the conversation
Five dimensions of feedback
 Positive/Negative
 Person focused/Message focused
 Immediate/Delayed
 Low monitoring/High monitoring
 Supportive/Critical

7.  The ‘good bye” of the conversation
 Combination of verbal and non verbal
 Usually signals some degree of supportiveness
Example:- “Well, it was good talking to you”
 May summarize the interaction as a conclusion.

8. 1
2
4
3
5
6
Openness
Empathy (understanding)
Positiveness
Interaction Management
Expressiveness
Immediacy (closeness)

9. Definition
 Disagreement between or among connected
individual, coworker, friends, lovers or family
members.
 Cause by:-
 Interdependency
 Perceived incompatible goals
 Inability to set/achieve goals
 Content Conflict
 Center on objects, events and persons
 Issues that we argue and fight about everyday
 Relationship Conflict
 Equally numerous (clashes that arise when
younger brother refuse to obey his older
brother, mother and daughter.)

10. A fight indicates a bad relationship.
Fighting damages personal relationship.
Fighting is bad; it reveals our negative selves

11.  Increased negative regard for opponent.
 Depletion of energy.
 Close off self to the other party.
 Leads to further conflict, hurt and resentment.

12.  Examination of problem(s); work towards potential solution(s).
 Each states own needs/wants.
 Prevent hostilities and resentments from festering.
Shows ability to resolve conflict satisfactorily; stabilizes
relationship.

13.  Age differences
 Racial differences
 value orientations
 verbal expression of differences
 face saving differences
 Gender differences

14.  Read the FAQs
 Don’t shout (writing in caps is shouting)
Lurk (reading notices and conversations without contributing)
before contributing.
Be brief
Be kind – especially to newbies
Don’t send commercial message
Don’t spam, flame or troll

15. Before Conflict After Conflict
-Fight in private
- Be sure both are ready to fight
- Know what the fight is about
- Fight about solvable problems
-Consider what beliefs you need to
reexamine.
-Learn from both conflict and process
of resolution.
-Keep the conflict in perspective
-Attack your negative feelings
-Increase the reward and cherishing
behaviors

16. 1. Competing: I Win , You Lose
2. Avoiding: I Lose, You Lose
3. Accommodating: I Lose, You Win
4. Collaborating: I Win, You Win
5. Compromising: I Win and Lose, You Win and Lose

17. Avoidance and Active Fighting
 Avoidance – Leave the scene, actively or passively
 Active – Full participation in conflict
 Take responsibility for you own thought and feelings

18. Problems of Avoidance
 Denial that anything is wrong
 Problems remains unresolved
 One person give in, usually unwillingly
 Can build to greater conflict

19. Force and Talk
 Force – Using either physical or emotional power
 Talk – The only real alternative to force

20. Gunnysacking/ Present Focus
 Gunnysacking (Pass Orientation)
Unproductive process of storing up complaint and then unloading
them when argument arises.
Example:- You come home late one night without calling.
 Present Focus
Attempt to keep focused on present conflict only.

21. Face-enhancing and face-detracting
 Involve attacks on the person’s self image, designed to embarrass or
insult the other persons.
 Face-enhancing
Confirms the value of other, seeks to save and build ego
 Face-detracting
Treat other as unable, bad, incompetent, seeks to damage ego

22.  Attack
Includes personal rejection, belt-lining and more
 Acceptance
Expresses positive feelings towards the other person, a critical factor in
the survival of a relationship.

23. Seeks to win by attacking the other person’s self concept
 a form of disconfirmation that discredits the other persons
 can lead to physical force
Refer to productive conflict resolution
 argues from a point of view
 reaffirms the other’s sense of competence and worth