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SCOM Example Chapter 5

by: Ayana Miller

SCOM Example Chapter 5 SCOM 1000

Marketplace > Georgia State University > SCOM 1000 > SCOM Example Chapter 5
Ayana Miller

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Human Communication 1000
Hyungmin Kim
Class Notes
communication, english, Lecture Notes
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This 3 page Class Notes was uploaded by Ayana Miller on Tuesday September 20, 2016. The Class Notes belongs to SCOM 1000 at Georgia State University taught by Hyungmin Kim in Fall 2016. Since its upload, it has received 3 views.


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Date Created: 09/20/16
Chapter 5: Human Communications Elements of Conflict: An Expressed Struggle: It is a displeasure expressed in remarks or nonverbal behaviors such as glare or steely facial expression Between at least two Interdependent People: What one person does affects the other. Remember that “It takes two to tango” Who perceive incompatible goals, scarce resources or interference from others: Two people want the same thing but can’t have it; what one person wants is the opposite of what the other person wants. Who are attempting to achieve specific goals: Most problems boil down to something you want more or less of. Conflict as a process: -Source; Prior conditions: “there are differences in background, experience, culture, attitudes, beliefs, values, opinions, or preferences.” -Beginning: Frustration awareness: One individual becomes aware of differences -Middle: Active conflict: from verbal expression of mild differences to physical violence. -End: Resolution: seeking solutions to change the conflict. -Aftermath: Follow up: “individuals check to determine whether the conflict has been effectively and appropriately managed.” Conflict Triggers: 1. Criticism: from elders 2. Feeling entitled: if we believe we’re entitled to something and we’re denied getting what we think is ours. 3. Perceived lack of fairness. 4. More perceived costs than rewards 5. Different perspectives: power (who’s in charge), social issues, personal flaws, distrust, intimacy, personal distance. 6. Stress and lack of rest 7. Dialectical tension: people’s needs or desire for two things at the same time. Being separated and connected/feeling open and closed. Conflict types: 1. Pseudo – Conflict: False or fake conflict, individuals misunderstand each other. 2. Simple Conflict: it stems from differences in ideas, definitions, perceptions, or goals. Individuals disagree over which action to purse to achieve their goals. 3. Ego Conflict: Individuals feel personally attacked. A personal attack puts your partner on the defensive about his or her position. “The best defense is a good defense.” Impact of Conflict: 1. Increased negative regard for the opponent. 2. Close ourselves off from the other individual 3. A depletion of energy 4. Enables individuals to state what they want and perhaps to get it Conflict management style: 1. Avoidance: back off and side-step the conflict. It is characterized by demand- withdrawal pattern of conflict management. 2. Accommodation: give into the demands of others. Lose-win approach. 3. Competition: compete each other based on win-lose philosophy 4. Compromise: find a middle ground. Lose-win-lose-win approach 5. Collaboration: a high concern for both yourself and others. Win-Win approach. Conflict management skills: 1. Manage your emotions: be aware that you are becoming angry and emotionally volatile. 2. Seek to understand why you are angry and emotional 3. Make a conscious decision about what to express your anger. 4. Select a mutually acceptable time and place to discuss a conflict. 5. Plan your message 6. Breathe 7. Monitor non-verbal messages 8. Avoid personal attacks, name calling, and emotional overstatement. 9. Take time to establish rapport 10.Use self-talk Manage Information: 1. Clearly describe the conflict 2. Take turns talking 3. Own your statement by using descriptive “I” language 4. Use effective listening skills 5. Check your understanding of what others say and do 6. Be empathic Manage goals: 1. Identify your goal and your partner’s goal 2. Identify where your goals and your partner’s goals overlap Managing the problem: 1. Use principled negotiation strategies 2. Separate the people from the problem 3. Focus on shared interests 4. Generate many options to solve the problem 5. Base decisions on the objective criteria 6. Use problem solving structures 7. Define the problem 8. Analyze the problem 9. Determine the goals 10.Generate solutions 11.Pick the best solution 12.Develop a solution that helps each person’s face.


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