Chapter 12 Outline
(Italicized words are key words)
I. There are six broad categories of interpersonal conflicts.
A. Interpersonal conflict is a disagreement between two interdependent people who
perceive that they have incompatible goals.
1. Pseudoconflict is a conflict that is due to a perceptual difference between
partners and is easily resolved, an example of which is badgering, or light
teasing, taunting, and mocking behavior.
2. Fact conflict is a conflict due to a dispute over the truth or accuracy of a
piece of information.
3. Value conflict is a conflict due to disagreements about deep-seated moral
beliefs.
4. Policy conflict is conflict that is due to a disagreement over a plan or
course of action.
5. Ego conflict is conflict that is due to both parties in a disagreement
insisting on being the “winner” of the argument.
6. Meta conflict is a conflict that is due to disagreements about the process of
communication itself during an argument.
II. There are five styles people use when confronted with a conflict.
A. Withdrawing is resolving a conflict by physically or psychologically removing
oneself from the conflict.
B. Accommodating is resolving conflict by satisfying the other person’s needs or
accepting the other person’s ideas while neglecting one’s own needs or ideas.
C. Forcing is resolving a conflict by satisfying one’s own needs or advancing one’s
own ideas of the other person or for the relationship.
D. Compromising is resolving conflict by mutually agreeing with one’s partner to
partially satisfy each other’s needs or interests.
E. Collaborating is resolving a conflict by using problem solving to arrive at a
solution that meets the needs and interests of both parties in the conflict.
F. When using problem solving to collaborate, the following steps should be
followed.
1. Define the problem
2. Analyze the problem.
3. Develop mutually acceptable criteria for judging solutions.
4. Generate solutions and alternative solutions.
5. Select the solution or solutions that best meet the criteria identified.
III. There are face concerns, how we want our partners and others who are present to view
us, that must be negotiated in conflict.
A. Face in Western Hemisphere cultures (that are individualist and low
context in their orientations) is the public self-image that you claim for
yourself in a social situation and relationship that generally corresponds to
your private self-image.
1. A self-face orientation is the inclination to uphold and protect our
self-image in interactions with others
B. Face in Eastern and Southern Hemisphere cultures (that are collectivist
and high context in their orientation) includes the public self-images of
