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Published byAlison Young Modified over 9 years ago
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Improving Interpersonal Relationships Communication Climate Conflict Management
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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
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Confirming Responses Occurs in three increasingly positive levels: 1.Recognition: the most fundamental act of confirmation 2.Acknowledgement: interested in another’s ideas 3.Endorsement: agreeing with another’s ideas
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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
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Gibb’s Categories Communication behaviors separated into defensive and supportive categories Using supportive communication behaviors will create a positive communication climate
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Gibb’s Categories 1.Evaluative vs. Descriptive 2.Controlling vs. Problem orientation 3.Strategy vs. Spontaneity 4.Neutrality vs. Empathy 5.Superiority vs. Equality 6.Certainty vs. Provisionalism
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Managing Interpersonal Conflict Completely avoiding conflict is impossible, but managing it effectively leads to improved communication and improved relationships
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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.”
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Components of Conflict Expressed struggle Perceived incompatible goals Perceived scarce rewards Interdependence
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Methods of Expressing Conflict Nonassertion Direct aggression Passive aggression Indirect communication Assertion
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Five Components of an Assertive Message 1.Behavioral description 2.Your interpretation of the other’s behavior 3.Description of your feelings 4.Description of the consequences 5.A statement of your intentions
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Methods of Conflict Resolution Win-lose Lose-lose Compromise Win-win
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Steps to Win-Win Conflict Resolution 1.Identify your problem and unmet needs 2.Make a date 3.Describe your problem and needs 4.Partner checks back 5.Solicited partner’s needs 6.Paraphrase partners needs 7.Negotiate a solution 8.Follow up on the solution
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