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Managing Conflict Through Communication

by: Abigail, Ruth Anna; Cahn, Dudley D.

Managing Conflict Through Communication

by: Abigail, Ruth Anna; Cahn, Dudley D.

ISBN 13:
9780205685561
ISBN 10:
0205685560
Edition: 4th
Format: Paperback
Copyright: 01/03/2010
Publisher: Pearson
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Managing Conflict Through Communication > ISBN13: 9780205685561

Summary

Rev. ed. of: Managing conflict through communication / Dudley D. Cahn, Ruth Anna Abigail. 3rd ed.

PART ONE: MANAGING THE CONFLICT PROCESS

1. Introduction to the Study of Conflict

Objectives

Key Terms

Defining Interpersonal Conflict

The Inevitability of Conflict

Conflict is a Fact of Life

Interpersonal Violence Is Not a Fact of Life

Defining Conflict Management and Skills

Communication Processes in Conflict

Conflict Communication as Productive or Destructive

Negative View of Conflict

Manage It

Think About It

Apply It

Work with It

Remember It

2. A Process View of conflict

Objectives

Key Terms

Processes in General

Patterns and Cycles in Constructive Conflict Processes

Patterns and Cycles in Destructive Conflict Processes

The Confrontation Avoidance Cycle and the “Chilling Effect”

The Competitive Conflict Escalation and Violence Cycles

The Confrontation Process: Six Steps to Successful Interpersonal Conflict Resolution

Preparation: Identify Your Problem/Needs/Issues

Tell the Person “We Need to Talk”

Interpersonal Confrontation: Talk to the Other about Your Problem

Consider Your Partner’s Point of View

Manage the Problem: Come to a Mutual Understanding and Reach an Agreement

Follow Up on the Solution: Set a Time Limit for Reevaluation

Manage It

Think About It

Apply It

Work with It

Remember It

3. Communication Options in Conflict

Objectives

Key Terms

The Other-Centered Orientation: Nonassertive Communication Behavior as an Option

Avoiding as an Option

Accommodating as an Option

The Self-Centered Orientation: Passive Aggressive and Aggressive Communication as Options

Passive-Aggressive Communication as an Option

Aggressive Communication Behavior as an Option

Verbal Aggression

Nonverbal Aggression (Physical Violence)

The Relationship-Centered Orientation: Assertive Communication Behavior as an Option

Compromise as an Option

Collaboration as an Option

Avoiding Early Compromise

Collaboration: The Preferred Strategy

Low Personal and Relationship Stress

High Personal and Relationship Growth and Satisfaction

Enacting Collaboration

Case Study

Communication Considerations: Choosing the Appropriate Communication Option

The Occasion (Including Time and Location)

The Other Person

Your Needs

Manage It

Think About It

Apply It

Work with It

Remember It

4. Responding to Conflict: The S-TLC System

Objectives

Key Terms

Communication in Conflict Situations

The S-TLC System

Stopping: Taking Time Out

Thinking about the Conflict: Analyzing Conflict Situations

Thinking about Doing Nothing or about Changing the Other Person, Situation, or Self

Thinking about Your Goals

Listening in Conflict Situations

Communicating in Conflict Situations

Using I-Statements

Components of I-Statements

Advantages of Using I-Statements

Challenges Associated with I-Statements

Manage It

Think About It

Apply It

Work with It

Remember It

5. Managing Win-Lose Conflicts through Negotiation

Objectives

Key Terms

Intangible Issues

Tangible Issues

Negotiation Basics

Competitive Negotiation

Cooperative Negotiation

Generating More Options

Additional Techniques for Converting Competitive Negotiation into Cooperation

Manage It

Think About It

Apply It

Work with It

Remember It

PART TWO: BREAKING THE CYCLE OF ESCALATION

6. Managing the Conflict Climate

Objectives

Key Terms

The Threat of Power Abuse

Sharing Power

The Threat of Competition

The Threat of Distrust

The Threat of Defensive Behavior

Manage It

Think About It

Apply It

Work with It

Remember It

7. Managing Stress

Objectives

Key Terms

Types of Stress

Eustress and Hypostress

Hyperstress

How to Manage Hyperstress

Distress

Conflict Proneness

How to Manage Distress: Developing a Playful Spirit

Changing How We Look at Life’s Challenges

The First Solution

The Second Solution

The Third Solution

Sources of Hyperstress and Distress

Constructive and Positive Thoughts/Beliefs as Responses to Hyperstress and Distress

Manage It

Think About It

Apply It

Work with It

Remember It

8. Managing Anger

Objectives

Key Terms

Experiencing Anger

Managing Anger: Three different ways of expressing or not expressing one's anger

Before Expressing Anger

Take Time Out

Relaxation Exercises

Self-Talk

Seek an alternative way to release your anger

Uncover the emotion that is disguised as anger

Expressing Anger Effectively: Anger Dos and Don'ts

Responding to Another’s Anger

Manage It

Think About It

Apply It

Work with It

Remember It

9. Managing Face

Objectives

Key Terms

Understanding the Demands of Face

Two types of Face: Positive and Autonomous Face

Facework

Preventive Facework

Supportive Facework

Corrective Facework

Repair Rituals

Offending Situation

Reproach

Remedy

Acknowledgement

Responding to Others

Conflict and Impression Management in Cyberspace

Manage It

Think About It

Apply It

Work with It

Remember It

10. Managing Conflict through Forgiveness

Objectives

Key Terms

Relational Transgressions

Why Study Forgiveness and reconciliation?

Defining Forgiveness and reconciliation

Advantages of Forgiveness

Forgiveness Benefits Our Mental Health

Forgiveness Benefits Our Physical Health

Why Don’t People Forgive?

Working through forgiveness

Learning to Forgive

Levels of Forgiveness

Working through Reconciliation

Levels of Reconciliation

Steps Toward Reconciliation

Step One: The Account and the Apology

Step Two: Acceptance of Account and Apology or its Absence

Step Three: Forgiveness may or may not be communicated

Step Four: Transforming the Relationship, if Desired

Step Five: Actions Confirm Forgiveness and Reconciliation.

Moving beyond Victimization

Seeking Forgiveness

Manage It

Think About It

Apply It

Work with It

Remember It

11. Managing Other's Disputes through Mediation

Objectives

Key Terms

Alternatives to Dispute Resolution

Formal versus Informal Mediation

The Role of the Mediator

Mediators as Communication Rules Enforcers

The Mediation Process: Step by Step

The Intake Process

Opening Statement

Describing the Dispute

Common Ground

Final Agreement

Ending the Mediation

Manage It

Think About It

Apply It

Work with It

Remember It

PART THREE: DEEPING OUR UNDERSTANDING OF CONFLICT MANAGEMENT

12. Managing Conflict from a Theoretical Perspective

Objectives

Key Terms

Intrapersonal Theories of Conflict

Psychodynamic Theory

Attribution Theory

Uncertainty Theory

Relationship Theories of Conflict

Social Exchange Theory

Systems Theory

Manage It

Think About It

Apply It

Work with It

Remember It

13. Managing group Conflict

Objectives

Key Terms

The Nature of Conflict in Groups

Types of Conflict

Conflict as Group Developer

When Conflict Creates Poor Outcomes

Role Conflict

Groupthink

The “Abilene Paradox”

The “Lucifer Effect”

Strategies to Resolve Conflict

Manage It

Think About It

Apply It

Work with It

Remember It

14. Managing Organizational Conflict

Objectives

Key Terms

Organizational Diversity and conflict

Civility as a Response

Work-life conflict

Workplace bullying

From the Playground to the Boardroom

Managing Bullies

Manage It

Think About It

Apply It

Work with It

Remember It

15. Managing Social Conflict

Objectives

Key Terms

Understanding intractable Issues

Patriotism and Nationalism

Theories of Social conflict

Critical Theory

Ripeness Theory

Ways of Approaching “the Other”

Understanding your Worldview

Components of a Worldview

The Importance of a Worldview

Manage It

Think About It

Apply It

Work with It

Remember It

16. Creativity and the Ideal Conflict Manager

Objectives

Key Terms

Creativity as it relates to Conflict

Traits of Creative People

Why is Creativity Important?

Misassumptions Preventing Creativity

Can We Learn To Be Creative?

Barriers to Creativity

Trained Incapacities

Creativity as Thinking Differently

Visual Means to Creativity

Mind Mapping

Six Hats

Visual Journaling

Types of Conflict And Issues

Principles of Effective Conflict Management

Manage It

Think About It

Apply It

Work with It

Remember It

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