1. Understanding Human Differences 3rd Edition - Koppelman © 2011 Pearson Education, Inc © 2011 Pearson Education, Inc Chapter 3 - 0 Chapter 3 Communication, Conflict, and Conflict Resolution Understanding Human Differences Multicultural Education for a Diverse America 3rd Edition By Kent L. Koppelman 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 networkAny 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 imagesPreparation of any derivative work, including the extraction, in whole or in part, of any images Any rental, lease, or lending of the programAny rental, lease, or lending of the program

2. Understanding Human Differences 3rd Edition - Koppelman © 2011 Pearson Education, Inc © 2011 Pearson Education, Inc Chapter 3 - 1

3. Understanding Human Differences 3rd Edition - Koppelman © 2011 Pearson Education, Inc © 2011 Pearson Education, Inc Chapter 3 - 2 What is an appropriate definition of INTERPERSONAL communication Communication & Conflict “A dynamic process of interaction between people in which they assign meaning to each other’s verbal and nonverbal behavior” (Kougl, 1997)

4. Understanding Human Differences 3rd Edition - Koppelman © 2011 Pearson Education, Inc © 2011 Pearson Education, Inc Chapter 3 - 3 How does NONVERBAL communication lead to conflict Can you think of an example? When NONVERBAL signals contradict VERBAL messages, most people respond to the meaning expressed in the NONVERBAL communication

5. Understanding Human Differences 3rd Edition - Koppelman © 2011 Pearson Education, Inc © 2011 Pearson Education, Inc Chapter 3 - 4 What are other misconceptions about COMMUNICATION

6. Understanding Human Differences 3rd Edition - Koppelman © 2011 Pearson Education, Inc © 2011 Pearson Education, Inc Chapter 3 - 5 MISCONCEPTION: Communication is a natural human ability REALITY: Communication is a SKILL that is TAUGHT and is influenced by one’s CULTURE or SUBCULTURE

7. Understanding Human Differences 3rd Edition - Koppelman © 2011 Pearson Education, Inc © 2011 Pearson Education, Inc Chapter 3 - 6 MISCONCEPTION: Communication is a good thing and should be encouraged REALITY: Communication is a TOOL that can be used for GOOD or BAD purposes

8. Understanding Human Differences 3rd Edition - Koppelman © 2011 Pearson Education, Inc © 2011 Pearson Education, Inc Chapter 3 - 7 MISCONCEPTION: Communication will solve all our problems REALITY: Communication can be used to RATIONALIZE problems and avoid solving them

9. Understanding Human Differences 3rd Edition - Koppelman © 2011 Pearson Education, Inc © 2011 Pearson Education, Inc Chapter 3 - 8 MISCONCEPTION: Communications can break down REALITY: Communication continues even when there is no talking (nonverbal messages or getting verbal messages from 3 rd parties)

10. Understanding Human Differences 3rd Edition - Koppelman © 2011 Pearson Education, Inc © 2011 Pearson Education, Inc Chapter 3 - 9 MISCONCEPTION: Communication competence is equal to communication effectiveness REALITY: Having useful knowledge does not mean that someone can effectively communicate that knowledge

11. Understanding Human Differences 3rd Edition - Koppelman © 2011 Pearson Education, Inc © 2011 Pearson Education, Inc Chapter 3 - 10 How does effective COMMUNICATION occur Communication Models illustrate elements of effective communication

12. Circular Model of Communication © 2011 Pearson Education, Inc © 2011 Pearson Education, Inc Understanding Human Differences 3rd Edition - Koppelman Chapter 3 - 12

13. Understanding Human Differences 3rd Edition - Koppelman © 2011 Pearson Education, Inc © 2011 Pearson Education, Inc Chapter 3 - 12 What does this communication model suggest about CONFLICT RESOLUTION

14. Understanding Human Differences 3rd Edition - Koppelman © 2011 Pearson Education, Inc © 2011 Pearson Education, Inc Chapter 3 - 13 To resolve conflicts, people must go beyond surface communication (words and actions) and identify MOTIVATIONS attitudes attitudes observations observations assumptions assumptions conclusions conclusions judgments judgments

15. Understanding Human Differences 3rd Edition - Koppelman © 2011 Pearson Education, Inc © 2011 Pearson Education, Inc Chapter 3 - 14 How can ATTITUDES toward people or groups create CONFLICT

16. Understanding Human Differences 3rd Edition - Koppelman © 2011 Pearson Education, Inc © 2011 Pearson Education, Inc Chapter 3 - 15 Cultural Awareness Levels CULTURAL CHAUVINISM Cultural superiority “My Country is the best in the World”

17. Understanding Human Differences 3rd Edition - Koppelman © 2011 Pearson Education, Inc © 2011 Pearson Education, Inc Chapter 3 - 16 “I don’t understand those people but we shouldn’t judge them” Cultural Awareness Levels TOLERANCENonjudgmental Awareness of differences

18. Understanding Human Differences 3rd Edition - Koppelman © 2011 Pearson Education, Inc © 2011 Pearson Education, Inc Chapter 3 - 17 Cultural Awareness Levels MINIMALIZATION Ignores differences to emphasize universal human needs “Let’s not talk about differences but how we are all alike”

19. Understanding Human Differences 3rd Edition - Koppelman © 2011 Pearson Education, Inc © 2011 Pearson Education, Inc Chapter 3 - 18 Cultural Awareness Levels UNDERSTANDING Recognizes that one’s reality is shaped by culture reality is shaped by culture Accepts and respects cultural differences cultural differences “I want to learn about other cultures because they all have something to teach me”

20. Understanding Human Differences 3rd Edition - Koppelman © 2011 Pearson Education, Inc © 2011 Pearson Education, Inc Chapter 3 - 19 What are some communication style differences that are based on CULTURE Communication Style andConflict

21. Understanding Human Differences 3rd Edition - Koppelman © 2011 Pearson Education, Inc © 2011 Pearson Education, Inc Chapter 3 - 20 African American Communities pattern of playful verbal aggressionpattern of playful verbal aggression use of emotion during an argumentuse of emotion during an argument contradicts patterns in the dominant culturecontradicts patterns in the dominant culture

22. Understanding Human Differences 3rd Edition - Koppelman © 2011 Pearson Education, Inc © 2011 Pearson Education, Inc Chapter 3 - 21 How does GENDER influence communication styles WOMEN show patterns of: cooperative behaviors cooperative behaviors indirect requests indirect requests These behaviors contradict MALE patterns of communication

23. Understanding Human Differences 3rd Edition - Koppelman © 2011 Pearson Education, Inc © 2011 Pearson Education, Inc Chapter 3 - 22 Communication Styles It’s not about being RIGHT or WRONG but about UNDERSTANDING different COMMUNICATION STYLES to avoid MISUNDERSTANDING

24. Understanding Human Differences 3rd Edition - Koppelman © 2011 Pearson Education, Inc © 2011 Pearson Education, Inc Chapter 3 - 23 Conflicts often stem from differences of Race Race Gender Gender Sexual Orientation Sexual Orientation Disability Disability

25. Understanding Human Differences 3rd Edition - Koppelman © 2011 Pearson Education, Inc © 2011 Pearson Education, Inc Chapter 3 - 24 With potential for so much misunderstanding, how are conflicts RESOLVED CONFLICT RESOLUTION

26. Understanding Human Differences 3rd Edition - Koppelman © 2011 Pearson Education, Inc © 2011 Pearson Education, Inc Chapter 3 - 25 VALUES required for CONFLICT RESOLUTION: Fallibility - “I might be wrong” Nonviolence - Rejecting coercive solutions Equality - Respecting everyone’s perspective or opinion Reciprocity - Treating others as I want to be treated

27. Understanding Human Differences 3rd Edition - Koppelman © 2011 Pearson Education, Inc © 2011 Pearson Education, Inc Chapter 3 - 26 SKILLS required for CONFLICT RESOLUTION: Being rational – seek best answer based on evidence available Avoiding personal criticism - criticize the idea not the person Encouraging contributions from all – ask those who are silent to speak Restating ideas – to ensure everyone correctly heard what was said Focusing on resolution – not a competition but a quest for a solution

28. Understanding Human Differences 3rd Edition - Koppelman © 2011 Pearson Education, Inc © 2011 Pearson Education, Inc Chapter 3 - 27 How do people develop MORAL REASONING abilities

29. Understanding Human Differences 3rd Edition - Koppelman © 2011 Pearson Education, Inc © 2011 Pearson Education, Inc Chapter 3 - 28 Perry’s Continuum of MORAL REASONING Dualistic Reasoning Relativistic Reasoning 123456789123456789123456789123456789 Dualism Source: Perry, W. (1970). Intellectual and Ethical Development in the College Years: A Scheme.

30. Understanding Human Differences 3rd Edition - Koppelman © 2011 Pearson Education, Inc © 2011 Pearson Education, Inc Chapter 3 - 29 Perry’s Continuum of MORAL REASONING DUALISM “Black/white” and “either/or” thinking “Black/white” and “either/or” thinking Absolute truth Absolute truth

31. Understanding Human Differences 3rd Edition - Koppelman © 2011 Pearson Education, Inc © 2011 Pearson Education, Inc Chapter 3 - 30 Perry’s Continuum of MORAL REASONING Dualistic Reasoning Relativistic Reasoning 123456789123456789123456789123456789 Dualism Source: Perry, W. (1970). Intellectual and Ethical Development in the College Years: A Scheme. Multiplicity

32. Understanding Human Differences 3rd Edition - Koppelman © 2011 Pearson Education, Inc © 2011 Pearson Education, Inc Chapter 3 - 31 Perry’s Continuum of MORAL REASONING MULTIPLICITY Still dualistic Still dualistic Recognizes complexity Recognizes complexity Admits we don’t know all the answers Admits we don’t know all the answers

33. Understanding Human Differences 3rd Edition - Koppelman © 2011 Pearson Education, Inc © 2011 Pearson Education, Inc Chapter 3 - 32 Perry’s Continuum of MORAL REASONING Dualistic Reasoning Relativistic Reasoning 123456789123456789123456789123456789 Dualism Relativism Source: Perry, W. (1970). Intellectual and Ethical Development in the College Years: A Scheme. Multiplicity

34. Understanding Human Differences 3rd Edition - Koppelman © 2011 Pearson Education, Inc © 2011 Pearson Education, Inc Chapter 3 - 33 Perry’s Continuum of MORAL REASONING RELATIVISM Truth is personal, people choose what is true for them Truth is personal, people choose what is true for them What is true for one person may not be true for another What is true for one person may not be true for another

35. Understanding Human Differences 3rd Edition - Koppelman © 2011 Pearson Education, Inc © 2011 Pearson Education, Inc Chapter 3 - 34 Perry’s Continuum of MORAL REASONING Dualistic Reasoning Relativistic Reasoning 123456789123456789123456789123456789 Dualism Relativism Source: Perry, W. (1970). Intellectual and Ethical Development in the College Years: A Scheme. Multiplicity Commitment

36. Understanding Human Differences 3rd Edition - Koppelman © 2011 Pearson Education, Inc © 2011 Pearson Education, Inc Chapter 3 - 35 Perry’s Continuum of MORAL REASONING COMMITMENT Still relativistic Still relativistic Making commitments that provide meaning to one’s life Making commitments that provide meaning to one’s life Encouraging others to make similar commitments Encouraging others to make similar commitments