Department of Communication Studies Shippensburg University Overview of the Session 10001020 Greetings and Overview Introductions 1020 1030 Perspectives on Conflict 10251050 Conflict Styles Self Assessment ID: 1014573
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1. Conflict Resolution Kara Laskowski, Ph.D.Department of Communication Studies, Shippensburg University
2. Overview of the Session10:00-10:20Greetings and Overview, Introductions10:20 -10:30Perspectives on Conflict10:25-10:50Conflict Styles Self Assessment10:50-11:00Break11:00-11:10Assessing Conflict11:20- 11:30Seeing the Big Picture: Resolving Conflict- Conflict Analysis- Conflict Resolution11:30-11:50Communication Skills for Conflict ResolutionVerbal And Nonverbal Messages -Listening & Communication Climates
3. Perspectives on Conflict - (Conflict) backgrounds – (Conflict) assumptions – (Conflict) metaphors –Personal & cultural lenses
4. Destructive conflictThe Four Horsemen: Criticism, Contempt, Defensiveness, StonewallingEscalatory Conflict Spirals “kitchen sinking”The Spiral of Negativity behavior - > perceptions of other -> perceptions of the relationship may include escalation of hostile behavior/retaliation the spiral of negativity often involves the reciprocity of negative affect (comparison: the 5:1 rule)Avoidance Spirals avoidance can be complete, moving from less direct interaction to active avoidance or partial (demand – withdraw patterns)
5. Destructive conflict: critical start upCritical Start Up: Gottman (1999) found that the FIRST 60 SECONDS of observed conflict between married couples could predict for 96% of the couples studied whether they would stay together or divorce.Negative, harsh, and critical start ups:*I cannot believe that you are so selfish...*You consider this a final report?*I knew you wouldn’t remember ...Criticism: I cannot believe what a disrespectful jerk you are. I’ve been waiting for over a half hour. You must think you’re so important – you are ALWAYS late. Why can’t you think about someone else and be on time for once in your life?
6. Conflict resolutionPRODUCTIVE Conflict Resolution: parties are satisfied with outcomes, resolution transforms the elements of the conflict, establishes healthy patterns, maintains/repairs/restores relationshipsDESTRUCTIVE Conflict Resolution: parties are dissatisfied with outcomes, resolution does not resolve the problem, establishes unhealthy patterns, erodes/harms relationships
7. Definition of conflictConflict is “an expressed struggle between at least two interdependent parties who perceive incompatible goals, scarce resources, and interference from others in achieving their goals” Wilmont & Hocker, Interpersonal Conflict
8. Definition of conflictPerceived Incompatible GoalsPerceived Scarce ResourcesPerceived Interference
9. Definition of conflict
10. Assumptions about conflict
11. Looking Inward: Assessing Conflict StylesAll conflict response styles have pros/consConflict responses can be situational, contextual, and role basedMost people have a ”preferred” conflict response style
12. Rahim’s Conflict Response Styles(dominating)(integrating)(obliging) CONCERNForSELF C O N C E R N for O T H E R S
13. Seeing your conflict style clearlySelf Analysis – Breakout Room/Discussion:Please join the breakout room for the result you received from the self assessment (if you had multiple results, select the breakout room that you think is most accurate)Select a respondent/reporter for each question: How accurate do the results of the self assessment seem? What are the advantages of the group members’ preferred conflict response style? What are the disadvantages of the group members’ preferred conflict response style?
14. BREAK (1050-11am)Please stay logged in - you may turn cameras off!
15. Seeing the Big Picture: Assessing & Resolving Conflict
16. Conflict’s a TripT opic:R elationship:I dentityP rocess
17. The rule of threeThis Photo by Unknown Author is licensed under CC BY-SA-NC
18. Quick and clean conflict analysisRoots: causes of the conflict, contributing factorsCore problem – substantive vs perceptual Effects – expression and consequences
19. Conflict Resolution Fisher & uryConflict requires cooperation! Agree to meet to disagree – and prepare (BATNA & boundaries)Define the problem & the criteria Separate the people from the problem (separate the relationship from the substance)Focus on interests, not positions Invent options for mutual gainEmploy criteria to reach consensusImplement & evaluate
20. Once we understand conflict, we can use communication skills to resolve conflict
21. Definition of CommunicationImage source: Lapum, et al Introduction to Communication in Nursing “a systemic process in which individuals interact with and through symbols to create and interpret meanings.” – J. Wood, 2004
22. The relationship between conflict and communication
23. Resolving conflict: Skills
24. Communication CompetenceAppropriate – relationshipEffective – goals Competence is revealed in both verbal and nonverbal communication choices.
25. Verbal Communication: Own what you seeConstructive Complaints:*I statements*DESCRIBE (don’t evaluate) behavior*Use NEUTRAL (not judgmental) language*ASK for a SPECIFIC changeI feel disrespected when you arrive 30 minutes after the time we agreed to meet. This happens at least two times a week. I would like to ask that you arrive on time, and if you are delayed, that you let me know within 10 minutes.
26. Expressing criticism without contemptOwnership what lenses are you wearing?I statements [ I feel ____ when you _____ because _____.]Shared solution orientation problem orientation, relationship focus, ‘we’I have the belief that punctuality is a sign of respect. It feels like I am being disrespected when you are late, because I’m using my time to wait for you. It cuts into our productivity, and is effecting others as well. How can we change this pattern?
27. Nonverbal Communication Skills
28. Creating a Communication Climate:RecognizeAcknowledgeEndorseSupportive/ConfirmingDefensive/DisconfirmingEmpathyNeutralitySpontaneousStrategyDescriptionEvaluationEqualitySuperiorityCollaboration/Problem OrientationControl/Solution OrientationProvisionalismCertainty
29. Skills: ListeningSource: Lumen Learning
30. Concluding thoughtsUnderstanding conflict assumptions conflict patterns & behaviors conflict interests & goals conflict styles and conflict communication leads to better conflict outcomes
31. Resources:Better than Buzzfeed! Communication Skill Assessment Measures: https://jamescmccroskey.com/measures/ Conflict assessment – overview of different approaches: https://www.beyondintractability.org/artsum/ch6-conflict#:~:text=The%20Hocker%2DWilmot%20Conflict%20Assessment,potential%20transformations%20of%20those%20elements.Test your EQ: https://www.psychologytoday.com/us/tests/personality/emotional-intelligence-test The Gottman Institute: https://www.gottman.com/ William Ury video collection https://www.youtube.com/channel/UCQ_xHcpyTuQRfQtAor8GdOw?app=desktop