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

2. Chapter Thirteen: Interpersonal, Group, And Workplace Conflict
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3. Chapter Goals Learn About: The nature of conflict
The principles of conflict
The strategies that people use to manage conflict
Approach conflict positively and realistically
Learn To:
Engage in interpersonal and group
Using productive conflict management strategies
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4. Interpersonal, Group, and Workplace Conflict
Are interdependent
Perceive goals as incompatible
See each other as interfering with the attainment of own goals
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5. 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
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6. Online Conflicts Unrequested commercial messages Junk mail Spamming
Flaming
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7. 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
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8. Conflict Management Strategies
Preserve the dignity and respect of all members
Listen empathically
Seek out and emphasize common ground
Value diversity and differences
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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
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10. 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
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11. 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
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12. 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
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13. 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
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14. Conflict Takes Place in a Context
Physical Context
Socio-psychological Context
Temporal Context
Cultural Context
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15. Conflict Styles Have Consequences
Competing
Avoiding
Accommodating
Collaborating
Compromising
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16. 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
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17. 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
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18. 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
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19. Conflict Management Strategies
Win-lose solutions
Win-win solutions
Avoidance and active fighting
Force and talk
Blame and empathy
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20. 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
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22. Knowledge to Action
Compare and contrast interpersonal and small group conflict.
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