Interpersonal Conflict and Conflict Resolution Strategies, Exams of Business Economics

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COM 312 Midterm Exam 31 Questions with Verified Answers

Interpersonal Conflict and its parts - CORRECT ANSWER a problematic situation with...

1. interdependent conflicting sides
2. perceive that they seek incompatible goals
3. that incompatibility has the potential to hurt the relationship
4. sense of urgency to fix it 5 step process view of conflict - CORRECT ANSWER 1. prelude (people involved)
5. triggering event
6. initiation phase (becomes known)
7. differentiation phase (conflict)
8. resolution phase (accept outcome) civility - CORRECT ANSWER attitude of respectful behavior towards others, not based on your feelings for them incompatible goals - CORRECT ANSWER occur when seeking different outcomes dysfunctional conflict styles - CORRECT ANSWER 1. avoidance/accommodation
9. competitive
10. passive agressive functional conflict styles - CORRECT ANSWER 1. compromising
11. collaborating (preferred method) scripts - CORRECT ANSWER routine events done without variation, URP is a negative script. attribution theory - CORRECT ANSWER people act as they do in conflict because of their attributions for the people involved. internal attributions - CORRECT ANSWER someone failed because they suck. occur when someone does something bad.

external attributions - CORRECT ANSWER someone succeeded because those around them rock. occurs when someone does something good. social exchange theory - CORRECT ANSWER evaluate relationships on their value, cost, and benefits. false conflict - CORRECT ANSWER thinking there is a conflict when there is not, uncertainty theory. defensiveness & listening - CORRECT ANSWER when we are defensive it makes us stop listening, but listening lessens defensiveness. empathy - CORRECT ANSWER ability to consider another persons feelings so you can see the situation from all sides 4 conflict goals - CORRECT ANSWER 1. instrumental

2. relational
3. identity
4. process S-TLC - CORRECT ANSWER Stop, Think, Listen, Communicate powerful speech - CORRECT ANSWER messages used to control others powerless speech - CORRECT ANSWER talking up to others and asking questions to show submissive. neutral speech - CORRECT ANSWER talk with objective language 4 ways to avoid abusing power - CORRECT ANSWER 1. focus on solutions
5. give up symbols of your authority
6. make power resources available to everyone
7. acknowledge and commit to relationships face - CORRECT ANSWER the image people have of themselves positive, and autonomous.

face management - CORRECT ANSWER 1. impression

2. positive
3. autonomous
4. preventative
5. supportive
6. corrective 5 disclaimers - CORRECT ANSWER 1. hedging
7. cognitive disclaimer
8. credentialing
9. sin license
10. appeal for suspended judgement 4 step repair ritual - CORRECT ANSWER 1. offending situation
11. reproach (why are you hurt?)
12. remedy (sorry i hurt you)
13. acknowledgement (its okay!) conflict styles - CORRECT ANSWER 1. competing
14. accommodating
15. avoiding
16. compromising
17. collaborating 4 horseman apocalypse - CORRECT ANSWER 1. criticism
18. defensiveness
19. contempt
20. stonewalling deutsch types of conflicts - CORRECT ANSWER 1. Parallel (ONLY REAL)
21. displaced: fight over a symptom
22. misattributed: wrongly place blame
23. latent: not address it
24. false: not an actual problem

assertive - CORRECT ANSWER honesty in action, win/win. adds to self-confidence and improves relationships. Third side - CORRECT ANSWER the surrounding community in a conflict issues. balcony - CORRECT ANSWER place of perspective in a conflict, place to keep our eye on the prize.

• CORRECT ANSWER