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31 Cards in this Set

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