1. Improving Interpersonal Relationships
Communication Climate
Conflict Management

2. Communication Climate
Refers to the emotional tone of a relationship
More concerned with the way people feel about one another than the tasks they perform
Determined by the degree to which people see themselves as valued

3. Confirming Responses Occurs in three increasingly positive levels:
Recognition: the most fundamental act of confirmation
Acknowledgement: interested in another’s ideas
Endorsement: agreeing with another’s ideas

4. Disconfirming Responses
Show lack of regard for the other;
Either by disagreeing,
Disputing or
Ignoring
Disconfirming messages occur when the speaker is attacked instead of the message or idea

5. Gibb’s Categories
Communication behaviors separated into defensive and supportive categories
Using supportive communication behaviors will create a positive communication climate

6. Gibb’s Categories Evaluative vs. Descriptive
Controlling vs. Problem orientation
Strategy vs. Spontaneity
Neutrality vs. Empathy
Superiority vs. Equality
Certainty vs. Provisionalism

8. Managing Interpersonal Conflict
Completely avoiding conflict is impossible
Managing it effectively leads to
Improved communication and
Improved relationships

9. Conflict Defined
“Expressed struggle between at least two independent parties who perceive incompatible goals, scarce rewards, and interference from the other parties in achieving their goals.”
(Adler & Rodman, 2003, p. 231)
(Hocker & Wilmot, 1997, p. 21)

10. Components of Conflict
Expressed struggle
All parties must know the conflict exists
Perceived incompatible goals
Perceived scarce rewards
Interdependence
Expect future interactions

11. Methods of Expressing Conflict
Nonassertion
Direct aggression
Passive aggression
Indirect communication
Assertion

12. Five Components of an Assertive Message
Behavioral description
Your interpretation of the other’s behavior
Description of your feelings
Description of the consequences
A statement of your intentions

13. Methods of Conflict Resolution
Win-lose
Lose-lose
Compromise
Win-win

14. Steps to Win-Win Conflict Resolution
Identify your problem and unmet needs
Make a date
Describe your problem and needs
Partner checks back
Solicited partner’s needs
Paraphrase partners needs
Negotiate a solution
Follow up on the solution

15. Interpersonal Communication Summary
COMMUNICATION CLIMATES
Confirming and Disconfirming Messages
Developing Communication Climates
Creating Positive Communication Climates

16. Interpersonal Communication Summary
MANAGING INTERPERSONAL CONFLICT
Nature of Conflict
Styles of Expressing Conflict
Assertive Messages
Gender and Conflict Style
Cultural Influences
Methods of Conflict Resolution
Win-Win Problem Solving
Letting Go and Using the Process