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18 Cards in this Set
- Front
- Back
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Conflict |
disagreement arising from difference in attitudes, values or needs conflict can either be positive or negative |
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Functional conflict |
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dysfuntional conflict |
conflict remains unresolve and later resurfacing, emotional aspect of conflict is expressed too strongly |
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avoidance response to conflict |
withdrawal, appropriate when the cost of addressing the conflict is higher than the benefit of resolving the conflict "I lose, you lose" |
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accommodation response to conflict |
giving in, quick fix, non-assertive "I lose, you win" |
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compromise response to conflict |
both party lose a little and gain a little, effective in party's with equal power, neither one is fully satisfied most common in employed nurses "I lose, you lose" |
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competition response to conflict |
use of power or authority to achieve a goal, aggressive and lacking compromise, effective in situations requiring fast decision, leads to long-term problems "I win now, but then lose-you lose situation" |
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collaboration response to conflict |
solutions oriented, requires honesty to identify real issue and willingness to collaborate to find a solutions "I win, you win" |
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assertiveness |
setting goals, acting on those goals in a clear and consistent manner, taking responsibility for consequences |
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aggressiveness |
behavior of dominating and suppressing the other individual |
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passive behavior |
avoids conflict, doesn't express own feelings or opinions |
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passive aggressive behavior |
indirectly expresses dissatisfaction |
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Managing conflict style: Structure resonses |
1. use empathy 2. describe 3. state expectations 4. list consequences |
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Most common cause of conflict |
lack of communication or poor communication |
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Managing conflict style: Focus on the present |
limit to one topic at a time awareness: the past cannot be change-focus on "now" |
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Managing conflict style: Use "I" |
"You" sound accusatory "We"- only use in collaborative statement "I" suggests accountability and responsibility |
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True or False: Managing conflict style: making clear statement- use of "why" |
False use of "why" puts the other person on defensive mode "How" is better because it is neutral |
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Conflict management technique: C.A.R.E |
C: clarify that the behavior is the problem A: Articulate why the behavior is a problem R: request change in the problem behavior E: evaluate progress |
