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: 1.Recognition: the most fundamental act of confirmation 2.Acknowledgement: interested in another’s ideas 3.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 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

7. Managing Interpersonal Conflict  Completely avoiding conflict is impossible, but managing it effectively leads to improved communication and improved relationships

8. 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.”

9. Components of Conflict  Expressed struggle  Perceived incompatible goals  Perceived scarce rewards  Interdependence

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

11. 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

12. Methods of Conflict Resolution  Win-lose  Lose-lose  Compromise  Win-win

13. 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