1. PowerPoint™ Presentations prepared by: Naomi Young University of California, San Diego Human Communication: The Basic Course Twelfth Edition Joseph A. DeVito Hunter College of the City University of New York

2. Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved. This multimedia product and its contents are protected under copyright law. The following are prohibited by law: any public performance or display, including transmission of any image over a network; preparation of any derivative work, including the extraction, in whole or in part, of any images; any rental, lease, or lending of the program. Chapter Thirteen: Interpersonal, Group, And Workplace Conflict

3. Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved. 3 Chapter Goals Learn About: oThe nature of conflict oThe principles of conflict oThe strategies that people use to manage conflict oApproach conflict positively and realistically Learn To: oEngage in interpersonal and group oUsing productive conflict management strategies Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved.

4. Interpersonal, Group, and Workplace Conflict   Are interdependent   Perceive goals as incompatible   See each other as interfering with the attainment of own goals

5. Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved. A Definition of Interpersonal Conflict Interpersonal conflict occurs when people are:  Interdependent  Mutually aware that goals are incompatible  Seeing each other as interfering with the attainment of goals

6. Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved. Online Conflicts  Unrequested commercial messages  Junk mail  Spamming  Flaming

7. Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved. Workplace and Formal Group Conflicts  Procedural conflicts are disagreements over –Who is in charge –The agenda or task of the group –How the group should conduct its business  People conflicts occur when –One member dominates the group –Several members battle for control –Some members refuse to participate

8. Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved. Conflict Management Strategies  Preserve the dignity and respect of all members  Listen empathically  Seek out and emphasize common ground  Value diversity and differences Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved.

9. Myths About Conflict  Conflict is best avoided  Two people + a relationship conflict = they have a bad relationship  Conflict damages interpersonal and small group relationships  Conflict is bad because it reveals our negative selves

10. Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved. Principles of Conflict  Conflict can center on content or relationship issues  Conflict can be negative or positive  Conflict takes place in context  Conflict styles have consequences

11. Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved. Conflict Can Center on Content and Relationship Issues  Content conflict –Centers on objects, events, and persons that are usually external to the parties involved  Relationship conflict

12. Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved. Conflict Can Be Negative  Increased negative regard for opponent  Lead to closing off from others  Lead to resentment  Rewards become difficult to exchange  Relationship deterioration and dissolution

13. Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved. Conflict Can Be Positive   Encourages problem-solving   Relationship may emerge stronger and healthier   Can stop resentment from increasing   Demonstrates worth or value of a relationship

14. Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved. Conflict Takes Place in a Context   Physical Context   Socio-psychological Context   Temporal Context   Cultural Context

15. Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved. Conflict Styles Have Consequences   Competing   Avoiding   Accommodating   Collaborating   Compromising

16. Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved. Preliminaries to Conflict Management – Before Conflict  Try to fight in private  Be sure everyone is ready to fight  Know what you are fighting about  Fight about problems that can be solved  Consider what beliefs you hold that might need to be reexamined

17. Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved. Preliminaries to Conflict Management – After Conflict  Learn from the conflict  Keep the conflict in perspective  Resolve to avoid unfair tactics in the future  Increase exchange of rewards and cherishing behaviors

18. Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved. The Stages of Conflict Management  Define and analyze the problem  Establish criteria for evaluating solutions  Identify possible solutions  Evaluate solutions  Select the best solution  Test the selected solution

19. Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved. Conflict Management Strategies  Win-lose solutions  Win-win solutions  Avoidance and active fighting  Force and talk  Blame and empathy

20. Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved. Conflict Management Strategies cont…   Manipulation and Spontaneity   Personal rejection and Acceptance   Fighting below and above the belt   Face-Detracting and Face- enhancing strategies   Aggressiveness and Argumentativeness

21. Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved.

22. Knowledge to Action Compare and contrast interpersonal and small group conflict.