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27 Cards in this Set
- Front
- Back
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What are the different behaviour styles? |
- assertive - aggressive - passive - passive agressive |
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Assertive behaviour |
- faces conflict - expresses thoughts and emotions clearly - does not attack, judge, or demean others - uses "I" vs "You" statements |
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Aggressive behaviour |
- dominates - no concern for others feelings, or rights - blames - intimidates |
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Passive behaviour |
- avoids conflict - denies own rights - doesn't express own feelings or opinions |
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Passive-aggressive behaviour |
- expresses dissatisfaction indirectly ex: accepts a task then deliberately does it poorly so someone else takes over |
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What are the five components of assertive responses? |
- description of behaviour/concern - feelings - effects - state expectations - state intention/consequences |
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What are the 5 personal styles of responses to conflict? |
- avoidance - accommodation - compromise - competition - collaboration |
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Avoidance |
avoids issue - distance oneself from issue |
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Accommodation |
surrender our own needs in a desire to smooth over conflict |
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Competition |
exercise power to gain your own goals at the expense of the other person - characterized by domination |
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Compromise |
each party gives a little and gains a little |
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Collaboration |
cooperative, solution oriented - working together cooperatively to problem solve - commit to finding a mutually agreeable solution - directly confronting the issue, acknowledging feelings, and using open communication to solve problem |
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conflict |
disagreement arising from differences in attitudes, values, or needs, in which the actions of one party frustrate the ability of the other to achieve their expected goals |
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What are the 3 components of conflict |
- content (substance of dispute) - process (relationships) - communication & behaviour - emotion (how we feel about the situation) |
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What are the causes of conflict? |
- lack of communication or poor communication - differences in values or personality and multiple demands or issues causing high levels of stress |
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What are the principles of conflict resolution? |
- identify issue: acknowledge you have the capacity to resolve - know own response: take responsibility for your response - separate issue from people involved: no blame approach - stay focused on issue: clarify - identify options: listen to others' alternative solutions - negotiate and agree on solution - summarize |
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C.A.R.E |
Clarify Articulate why the behaviour is a problem Request a behaviour change Evaluate the conflict resolution |
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What are the principles of conflict management? |
- create constructive environment - strive to clarify issue - explore alternatives - problem solve - endeavour to understand the other person's perspective |
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What are the anger arousal stages? |
- trigger - escalation - crises - recovery - post crisis depression |
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Trigger stage |
a perceived threat, external or internal |
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Escalation |
release of adrenaline, prepares for crisis |
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Crises |
fully prepared for fight/flight - quality of judgement and reasoning are decreased |
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Recovery |
begins to recover as stress levels are relieved and adrenaline dissipates over time |
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Post crisis depression |
return of awareness, may feel guilty or depressed |
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What are the signs of potential violent behaviour? |
- confusion or disorientation - paranoia or suspicion - anger or irritability - agitation or impulsivity - substance intoxication or withdrawal - verbal aggression or property aggression |
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functional conflict |
conflict which supports the goals of a group and also improves it performance - healthy conflict |
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dysfunctional conflict |
unhealthy disagreement that occurs between groups or individuals. |
