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31 Cards in this Set
- Front
- Back
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small talk
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an exchange of information with someone on a surface level
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directions
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instructions etc
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requesting
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the process of expressing a desire for something
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asking
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seeking out information by inquiring
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conflict
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any situation in which you perceive that another person, with whom you're interdependent, is frustrating or might frustrate the satisfaction of some concern
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anger
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felling of being upset
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fair fighting
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participants work toward an amicable solution to the problem
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conflict avoidance
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not confronting the conflict
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conflict accommodation
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put the needs of others ahead of your own
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conflict smoothing over
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seeks to preserve the image that everything is ok
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conflict compromise
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brings concerns out into the open in an attempt to satisfy the needs of both parties
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conflict competition
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to get another person to comply with or accept your point of view, or to do something that person may not want to do
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conflict integration
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concerned about their own needs as well as those of the other person
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assertive communication
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takes place when a person stands up for and tries to achieve personal right without damaging others
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assertiveness
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does not mean taking advantage of others
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nonassertive behavior
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the goal is to avoid conflict
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aggressive behavior
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the goal is to dominate, to get your own way
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simple assertion
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stating the facts relating to the existence of a problem
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empathic assertion
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recognizing the other person's position but stating your own needs
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follow-up assertion
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used when the simple or empathic assertion is not successful in getting the desired action
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DESC scripting
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describing, expressing, specifying, consequences
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describing
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the behavior that is bothersome to you
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express
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say what you think and feel about this behavior
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specify
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ask for a different specific behavior
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consequences
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spell out concretely and simply what the punishment will be for no changing the behavior
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negotiation
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the act of bargaining to reach an agreement with at least two people or groups working on a mutual problem
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arbitration
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an alternative process for deciding disputes. decided by a third party who is an expert in a particular field
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litigation
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adversarial communication in which a dispute is settled by presenting evidence to a judge or jury
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mediation
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a process in which a neutral person who has no vested interest in the outcome facilitates communication
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criticism
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the act of judging
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apologizing
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saying you are sorry
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