CONFLICT MANAGEMENT FINAL EXAM REVIEW PDF

Preview

Summary

Download CONFLICT MANAGEMENT FINAL EXAM REVIEW PDF

Description

CJS 107 CONFLICT MANAGEMENT FINAL EXAM REVIEW Managing the Conflict Climate 1. What do we mean by the communication climate and what are some of the perceptions that play a role in how it is interpreted? Climate is a set of expectations for our behavior The emotional tone of voices ● The looks on people's faces ● Their body movements ● Dress code ● Room décor ● The occasion These are influenced by: Imbalance of power (influencing and controlling decisions) versus equity/Distrust (suspicious or wary of another) versus trust/Defensive (creating uncertainty, anxiety or confusion) versus supportive behaviors Climates can be harmful or nurturing Harmful- Harmful climate consists of an imbalance of power, distrust and defensiveness which fosters accommodation or competition Nurturing- Nurturing climate consists openness, assertiveness and cooperation 2. What factors influence the conflict climate? Strategies to manage the conflict climate 1. Share Power – this should come from the powerful people (strategies next week) 2. Converting competition to cooperation 3. Choose a cooperative communication option in order to work together rather than against. 4. Converting distrust to trust and avoiding unhealthy trust Trust is earned over time, however it sometimes require a leap of faith 5. Converting defensiveness to supportive behavior Emotions play a role in how these are addressed 3. What conditions contribute to a harmful and nurturing climate? Harmful-Harmful climate consists of an imbalance of power, distrust and defensiveness which fosters accommodation or competition Nurturing-Nurturing climate consists openness, assertiveness and cooperation 4. What do we mean by trust, distrust and unhealthy trust? Distrust tends to express a lack of trust stemming from experience or certain knowledge. So, you could say, “I distrust George’s words because he’s lied to me before.” In contrast, mistrust more often refers to a vaguer lack of trust that takes the form of unease or uncertainty. Mistrust is more likely to be based on feelings than experience. For example, “No one knew who had stolen the last cookie. There was a general air of mistrust in the apartment with all roommates suspecting each other.”Sometimes, you’ll hear people use mistrust to describe their own feelings or doubt in their abilities. Take this sentence, for example: “The girl mistrusted her ability to finish the project on time.” A person who mistrusts herself tends to second-guess her own choices and feelings. Distrust doesn’t carry this extra shade of meaning, though. Trust firm belief in the reliability, truth, ability, or strength of someone or something. 5. What are some strategies to manage the conflict climate? Share Power – this should come from the powerful people (strategies next week) Converting competition to cooperation Choose a cooperative communication option in order to work together rather than against. Converting distrust to trust and avoiding unhealthy trust Trust is earned over time, however it sometimes requires a leap of faith Converting defensiveness to supportive behaviour *** Emotions play a role in how these are addressed*** 6. What role does emotion play in a conflict situation Anger, hurt, disappointment and/or tragedy shade every person’s life. The events that cause these emotions can be both dramatic (abuse, violence, betrayal) or subtle ( not getting an expected promotion or an unreturned text or call) There are some darker side of interpersonal relationships that include betrayal, jealousy, envy, gossip, obsession, abuse and abandonment. Interpersonal relationship may carry pain or disillusionment as part of its baggage, even after a conflict is managed. The role of stress and anger, the value of apologies, the nature of forgiveness and the possibilities of reconciliation are important components of effective conflict management 7. What is stress and how does it relate to conflict?

1

8.

9.

10.

11.

Stress is your body's way of responding to any kind of demand. Any interference that disturbs a person’s mental or physical well being.(AMA) It can be caused by both good and bad experiences. When people feel stressed by something going on around them, their bodies react by releasing chemicals into the blood. These chemicals give people more energy and strength, which can be a good thing if their stress is caused by physical danger. But this can also be a bad thing, if their stress is in response to something emotional and there is no outlet for this extra energy and strength. Conflict does not always have to be stressful, but it often is, particularly in interpersonal relationships. Those of us with the conflict styles of competitive, avoidance, and accommodating, often experience conflict as stressful, why? Stress can be seen as an escalator in conflict. It can add pressure to an already tense situation resulting in lost tempers and even violence. A number of factors can contribute to the level of stress we experience: Individually, we can often manage these stressors. The cumulative (things can snowball) factor often puts us over the edge. When we or others seem to overreact, it is often a result of multiple sources of stress.Outside stressors can increase our emotional response to conflicts What are the four types of stress Eustress- good stress that motivates us to do better Hypostress- comes from being bored, doing the same thing repetitively Hyperstress- having too much to do and not being able to manage Distress- extreme anxiety, sorrow or pain How can anger negatively affect a conflict? What do we mean by trait and state anger? Anger is second to other emotions: Loss of control, Fear, sadness, insecurity, disappointment, lossm n Anger allows us to project blame for our feelings instead of owning our emotions Anger can help to protect us against feeling vulnerable, weak, defenceless, exposed (admitting our fears etc. vulnerable) The only sure thing is that the way we choose to handle our anger will profoundly affect our relationships and our lives. Anger and Strong Emotions Strong emotions can be expressed or hidden through coping mechanism such as cool posing (acting cool) around others Impulse Control - being able to forestall impulsive negative behavior Note: controlling the anger response is harder for some individuals than others. State Anger: momentary and caused by occasional events Example: After missing the bus and being late for a meeting, Jim was grumpy at work. Trait Anger: a relatively stable personality characteristic with a predisposition to events with angry outbursts Example: Taylor is quick to irritation and annoyance, and frequently yells at people. What is jealousy and how does it influence conflict? Jealousy is a part of both friendly and romantic relationships and is a common source of conflict. Romantic jealousy: the cognitions, emotions and behaviours that follow a loss or threat to self-esteem and or quality of a romantic relationship from a real or imaginary third party. Research shows that jealousy emerges in friendships with greater frequency than in romantic relationships (Bevan and Samter, 2014). ● Some people are jealous over the romantic partner of a friend ● Seeing a friend enjoy other friends and doing activities with others ● A friend withholding personal information that was shared with others ● Jealous of a computer because a friend spent more time surfing or playing games than with them The down side: jealousy frequently leads people to act out aggressively, threatens violence, anger, and unfortunately death. Irrational Beliefs Linked to Anger. What do we mean by relational transgressions? What are some examples?

2

12. What is an apology? And what are the three types of apologies? Admissions of blameworthiness and regret on the part of the offender. Fake Apologies: A fake apology is self-serving, the person goes through the motions of expressing regret, but deep inside, no remorse is felt and the effort can be an outright lie “Sorry I got that promotion and you didn’t.” Semi-Apologies: phrased to disallow personal responsibility “Sorry you are angry about me borrowing your car without asking.” Sincere Apologies: arise from a genuine feeling of regret about past behavior. “I know you’re disappointed, and for causing you to worry, I am so very sorry.” 13. What are some image restoration strategies? Image restoration rhetoric attempts to redress allegations or suspicions of wrongdoing." According to the theory of image restoration strategies, there are five general options available for self-defense: (1) denial, (2) evading responsibility, (3) reducing offensiveness, (4) corrective action, and (5) mortification. 14. What is forgiveness and how is it related to reconciliation? Forgiveness is the intentional and voluntary process by which a victim undergoes a change in feelings and attitudes regarding an offense, lets go of negative emotions such as resentment and vengeance (however justified it might be), and with an increased ability to wish the offender well. Reconciliation Reconciliation occurs when individuals rebuild a relationship. Unlike forgiveness, it cannot happen without the involvement of the other person and requires communication among both parties. Interpersonal Reconciliation is defined as the rebuilding of a broken or tarnished relationship. Choosing reconciliation is personal but not always a choice that is made freely (think professional relationships) Reconciliation Options Forgive and reconcile Forgive and not reconcile Not forgive and interact Not forgive and not interact 15. What are some barriers to forgiveness? ● Not wanting to cancel the debt that sustains the anger ● Fearing a repetition of the act ● Fearing appearing weak ● Believing justice will not be served ● Losing the benefits of victim status ● Losing the justifications for ones one bad behaviors ● Losing sympathy/empathy from others

3

Influences on Conflict 1. What do we mean by privilege and marginalization 2. What is the difference between earned and unearned privileges? An unearned privilege could be something like white privilege or something that you are born with and cannot obtain by working at it. An earned privilege could be something like drinking water and being able to not worry that it might be dirty. 3. What are some groups in society that are perceived to have more power and why? People that are a lighter skin tone and that are rich can be seen to have more power over a person of colour that is middle class, this could be because not a lot of people of colour are able to have as much money as them because of their skin colour. 4. What do we mean by social construction? A social construction could be something like as to why some people are called black or white, these things are created by others even though it does not matter. 5. How would you define power and what are the 4 ways in which we can use power? Some power can be gained over a certain amount of time like becoming prime minister. But other types you can be born into power. You can use power To help people To bring light to in issue To get what you want Help better your family 6. Explain how power is related to the study of conflict At times power can cause problems and sometimes is the base of problems. When there is a power imbalance it can cause conflicts because people feel that the power a person can have is too much in favour of the other party. 7. What are some behaviours that can increase or decrease the potential for power abuse? If a person is able to make good choices on a day to day basis it can help them determine if they are overstepping their power, but if they do not care what people think it can play a part in an increase of power abuse. 8. Identify some strategies that both the powerful and less powerful can use to gain or dismantle power. 9. How can differences in culture lead to conflict? Identify the different cultural dimensions In some places personal space can be a lot closer then they way it is in Canada for instance, this can cause people from Canada to be rude towards the other person because they do not understand that things are different in the other person's country. 10. What are the different generations? How can age difference lead to conflict? 11. How does humour influence conflict? What are some positive and negative types of humour Negative types of humour are the ones that offended others. But the positive types of humour are the ones that help resolve conflicts and bring people together. Managing Small Group Conflict 1. What is group conflict? The disagreement and disharmony that occur in groups when differences arise regarding: Goals, Ideas, Behaviors, Roles, Group Procedures. Group Conflict is inescapable and in some cases necessary. 2. What are some of the differences that leads to group disagreement? Differences between group members: Perception (attitudes, beliefs and values), Personality, Knowledge, Culture, Power, Status, Procedural expectations 3. What impact does conflict have on small groups? Impact on small groups can be negative when: ➢ It keeps the group from completing its tasks ➢ Interferes with the quality of the group’s decision of productivity ➢ Threatens the existence of the group 4. What differences exist between group members and how can they both lead to conflict and used to enhance group

4

5.

6.

7.

8.

9.

performance? -Friction between colleagues arises when individual ideas or plans end up diverging from what's happening in reality. This type of friction between co-workers is inevitable in business settings.To get through friction, each member of a team has to be able to keep up with change and adapt to the unexpected. When each person's mind becomes more flexible, members of the team gain the ability to focus on the details of the conflict and forget the rigidity of previous nonworking ideas and circumstances. -As team members are forced to work through disagreements, they can make measurable progress toward meeting sought-after goals. This holds true for project-specific goals as well larger corporate objectives. Movement toward successful goal attainment is demonstrated when members of a team show willingness to collaborate together to reach a mutually beneficial end result. As a team works through problems, each member grows individually, thereby strengthening the team’s potential. We discussed four typical responses to group conflict. What are they and explain how they further heighten the existing conflict. Responding to phases of conflict Persuasion – one’s ability to influence others Seduction – others giving in for various reasons including fear or avoidance Verbal aggression – we discussed earlier Physical action – kicking members out, not showing up for meetings, handing in work late or not submitting work, sabotaging group process What are the three types of group conflict? How do they emerge in groups? Task Conflict (Ideas and Issues)-Disagreement among group members about issues, ideas, actions and goals Pseudo conflict – They agree on the issues but the conflict is caused by misunderstandings / misinterpretations. Simple Conflict – Occurs when two persons goals are mutually exclusive or incompatible. (I want to do X and I want to do Y) Task conflict is inevitable/It's an opportunity to resolve misunderstanding/Creative problem solving/Make effective decisions Personal Conflict (Emotions and Personality)- When personalities clash. Disagreement among group members related to differences in personalities, communication styles and core values and beliefs (Interpersonal animosity): Occurs when people do not feel appreciated, struggle for power, etc. Difficult to solve can lead to more complicated issues Effects of personal conflict: Impairs interaction/Might result in group-wide fault lines Procedural Conflict (Methods and Processes- Disagreement among group members about methods, procedures, and policies Benefits of procedural conflict: Opportunity to discuss policies and procedures Develop clear policies and procedures Help ensure if all viewpoints are considered Avoid destructive personal conflict Explain some of the misconceptions we have about conflict. What are the truth about these misconceptions? One is that all conflict is negative. There are many forms of conflict from Supreme Court rulings to scientific debate to methods of child rearing between loving parents that sharpen all of us and develop us as people. Another is that people are always hurt by conflict. Another is that people are always hurt by conflict. That is not true. It is similar to going to the dentist. I find no joy whatsoever in going to my dentist, but the long-term results are positive and in my best interest. A third misconception is that people are too fragile to handle conflict. Someone once said, "Without conflict, there would be no free market." We all know that the business world is packed with conflict every day. What behaviours are indicative of constructive conflict? ● Focused on issues, tasks, and group goals ● Respectful ● Supportive ● Flexible ● Collaborative ● Cooperative ● Committed to the group and its goal What behaviours are indicative of destructive conflict? ● Focused on interpersonal differences ● Disrespectful ● Defensive ● Inflexible ● Competitive ● Uncooperative ● Indifferent to the group and its goal

5

10. What are some strategies to engage or resolve group conflict? Separate the People from the Problem: Valuing other as a person, Treating all as equal, Empathizing with others’ feelings, Good listening skills. Acknowledging a person's feelings and determining what specific behavior is causing intense feelings Assessing intensity and importance of issue Inviting other people to join you in working toward a solution, Making a positive relational statement Focus on shared Interests: Processes,Clarification of underlying goals, Verbalization of shared values,Unraveling clashes over issues or personalities Resolution of Conflicts Determining goals Identifying partner’s goals Identifying common goals Generate many options to solve conflict: Collaborative conflict managers use brainstorming or nominal-group technique to identify options to manage disagreement Using e-mail or other electronic support systems to generate and evaluate ideas.Feuding group members can become fixated on only one approach to their goal 11. Give examples on objective criteria and explain how they can aid in problem solving and decision making in groups. What are objective criteria? ● Standards for an acceptable solution to a problem ● A guideline that ensures fairness ● Limit to how much solutions can cost ● Deadline by which a solution must be implemented i.e Trade offs, sharing, taking turns, majority rules, flipping a coin, majority rules Ex: “It was my turn last time, so you go ahead” Understanding Social Conflict 1. What is social conflict? Social conflict is a struggle for agency or power over values or claims to status, power and scarce resources in which the aim of the conflict is not only to gain the desired values but also to neutralize, injure or even eliminate rivals. Social conflict encompasses a broad range of social phenomena such as class, racial, religious and communal conflicts. 2. What are some theories that help us understand social conflict? Social Conflict Theory views society as a system of inequality that forms a basis for conflict and change. When we consider social conflict, we are analyzing: Power, Inequality, Authority, Competition, Exploitation, Social privilege Social conflict theory views society as an arena of inequality that generates conflict and social change. Key elements in this perspective are that society is structured in ways to benefit a few at the expense of the majority, and factors such as race, sex, class, and age are linked to social inequality. To a social conflict theorist, it is all about dominant group versus minority group relations. Social conflict theory sees social life as a competition and focuses on the distribution of resources, power, and inequality.Often initiated by a person or group who feels disempowered by the power structure. 3. Define demonizing, vaporizing, ...