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27 Cards in this Set

  • Front
  • Back

What are the different behaviour styles?

- assertive

- aggressive

- passive

- passive agressive

Assertive behaviour

- faces conflict

- expresses thoughts and emotions clearly

- does not attack, judge, or demean others

- uses "I" vs "You" statements

Aggressive behaviour

- dominates

- no concern for others feelings, or rights

- blames

- intimidates

Passive behaviour

- avoids conflict

- denies own rights

- doesn't express own feelings or opinions

Passive-aggressive behaviour

- expresses dissatisfaction indirectly

ex: accepts a task then deliberately does it poorly so someone else takes over

What are the five components of assertive responses?

- description of behaviour/concern

- feelings

- effects

- state expectations

- state intention/consequences

What are the 5 personal styles of responses to conflict?

- avoidance

- accommodation

- compromise

- competition

- collaboration


avoids issue

- distance oneself from issue


surrender our own needs in a desire to smooth over conflict


exercise power to gain your own goals at the expense of the other person

- characterized by domination


each party gives a little and gains a little


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


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

What are the 3 components of conflict

- content (substance of dispute)

- process (relationships) - communication & behaviour

- emotion (how we feel about the situation)

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

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



Articulate why the behaviour is a problem

Request a behaviour change

Evaluate the conflict resolution

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

What are the anger arousal stages?

- trigger

- escalation

- crises

- recovery

- post crisis depression

Trigger stage

a perceived threat, external or internal


release of adrenaline, prepares for crisis


fully prepared for fight/flight

- quality of judgement and reasoning are decreased


begins to recover as stress levels are relieved and adrenaline dissipates over time

Post crisis depression

return of awareness, may feel guilty or depressed

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

functional conflict

conflict which supports the goals of a group and also improves it performance

- healthy conflict

dysfunctional conflict

unhealthy disagreement that occurs between groups or individuals.