Conflict Management Exam 1

Front 1

Feeling Words

Back 1

Exhausted
Confused
Estatic
Guilty
Suspicious
Etc.

Front 2

Stress

Back 2

pressure, causes strain, tired, sick, depressed, pre-wired to react to to stressful events (fight or flight) blood sugar/pressure goes up blood vessels constrict no matter what

Front 3

Acute Stress

Back 3

stress that occurs for a short period of time but is still strong

Front 4

Chronic Stress

Back 4

Stress the is reoccuring and continues to go on and on.

Front 5

Stress at young age of tramatic

Back 5

8x more likely to have a stroke 50 yrs later in life if POW
"over-react" to stress and can't remain calm

Front 6

Cognitive Coping

Back 6

-Tell me how, who, etc.
-Need for information through:
---reading
---organization
---connections with others with similar issues
---audio/video tapes

Front 7

Spiritual Coping

Back 7

-Feed my soul
-Clergy contact, scriptual reading
-inspirational messages
-time alone
-peaceful enviroment

Front 8

Support System Coping

Back 8

-I need people around me
-friends (old and new)
-extended family
-chruch groups
-support groups
-involvement in community activities addressing the issue

Front 9

Physical Coping

Back 9

Give me something to do
-maintain normal routine
-listen to music
-run, jog, exercise, long walks
-clean house
-time out
-cry, laugh, use sense of humor
-rest

Front 10

Phychological Coping

Back 10

Every day in every way, I'm getting better and better
-Count your blessings
-One day at a time
-Positive mental attitude
-Take up a cause
-List Strengths
-Realize you're not alone
-Find improvements being made

Front 11

Hypothalamous

Back 11

stress reaction area of the brain, controls eating, aggressive response, immune system weakens and works ovetime

Front 12

Conflict

Back 12

disagreement about something meaningful, increased level of misunderstanding, can be an assumption doesn't need to be real, multiple parties, directly/indirectly involved perceived threat to well-being or something you need, concrete needs/interest, causes stress reactions

Front 13

Criticizing

Back 13

Making a negative evaluation of the other person, her actions, or attitudes. "You brought it on yourself-you've got nobody else to blame for the mess yuo are in"N

Front 14

Name-Calling

Back 14

"Putting-down" or stereotyping the other person "What a dope!" "Just liek a women..." "Egghead" "You hardhats are alike" "You're just another insensitive male"

Front 15

Diagnosing

Back 15

Analyzing why a person is behaving as she is; playing amateur psychiatrist. "I can read you like a book-you are just doing that to irritate me" "Just because you went to college, you think you are better than me"

Front 16

Praising Evaluatively

Back 16

Making positive judgment of the other person, her actions, or attitudes. "You are always such a good girl" "You are a graet poet"

Front 17

Ordering

Back 17

Commanding the other person to do what you have done. "Do your homework right now." "Why?!Because I said so"

Front 18

Threatening

Back 18

Trying to control the other's actions by warning of negative consequences that you will instigate. "You'll do it or else..." "Stop that noise right now or i will keep the whole class after school"

Front 19

Moralizing

Back 19

Telling another person what she should do. "Preaching" at the other. "You shouldn't get a divorce think of what will happen to the kids" "You ought to tell him that you are sorry"

Front 20

Excessive/Inappropiate Questioning

Back 20

Closed-ended questions are often barriers in a relationship; these are thoe that can usually be answered in a few words-often with a simple yes or no. "When did it happen?" "Are you sorry?"

Front 21

Advising

Back 21

Giving the other person a solution to her problems. "If I were you, I'd sure tell him off." "That's easy to solve. First..."

Front 22

Diverting

Back 22

Pushing the other's problems aside through distraction. "Don't dwell on it, Let's talk about something more pleasant." or "Think you've got it bad?! Let me tell you what happened to me"

Front 23

Logical Argument

Back 23

Attemptimg to convince the other with an appeal to facts or logic, usually without consideration of the emotional factors involved. "Look at the fact, if you hadn't bought a new car, we could have made a down payment on the house"

Front 24

Reassuring

Back 24

Trying to stop the other person from feeling the negative emotions she is experiencing. "Don't worry, it is always darkest before the dawn" "It will all work out OK in the end"

Front 25

Judging

Back 25

1. Criticizing
2. Name-Calling
3. Diagnosing
4. Praising Evaluatively

Front 26

Sending Solutions

Back 26

1. Ordering
2. Threatening
3. Moralizing
4. Excessive/Inappropiate Questioning
5. Advising

Front 27

Avoiding the Other's Concerns

Back 27

1. Diverting
2. Logical Argument
3. Reassuring

Front 28

Roadblock #13

Back 28

Guilt, Remorse, Regret

Front 29

Listening Project-Question 1

Back 29

Building Trust-
Get to know you questions

Front 30

Listening Project-Question 2

Back 30

Myths/Misleading/Misinfo-
Any black people looking for jobs? challenge but guilty

Front 31

Listening Project-Question 3

Back 31

Feelings-
How do you feel when you see this going on?

Front 32

Listening Project-Question 4

Back 32

Morals/Values/Religious Beliefs
-get insight into the person, they are strong and embedded in you

Front 33

Listening Project-Question 5

Back 33

Oppurtunity to solve problems-
What can be done to solve this problem

Front 34

Listening Project-Question 6

Back 34

Ask questions to learn something new-
go into it with an open moind

Front 35

Listening Project-Question 7

Back 35

Loaded facts/info questions-
How do you fell about...when research shows?

Front 36

5 Conflict Management Styles

Back 36

Competing Collaborating

Compromising

Avoid Accomadating
___________________________

Cooperative----->

Front 37

5 Conflict Management Styles--Competing

Back 37

you wanting it all

Front 38

5 Conflict Management Styles--
Collaborating

Back 38

to work together but with the other side getting more

Front 39

5 Conflict Management Styles--Compromising

Back 39

working together to get things to work out

Front 40

5 Conflict Management Styles--
Avoid

Back 40

avoid the person or issue all together

Front 41

5 Conflict Management Styles--
Accomadating

Back 41

Give people what they want

Front 42

Kinds of Conflict Management--Manage

Back 42

Compete, Accomadating, Comprising

Front 43

Kinds of Conflict Management--Resolve

Back 43

Collaborating

Front 44

Kinds of Conflict Management--Avoid

Back 44

Avoid

Front 45

Subtractive-Listening Skills

Back 45

Don't reflect actively, miss the mark

Front 46

Interchangeable-Listening Skills

Back 46

Hit it right on, mirror responses

Front 47

Additive-Listening Skills

Back 47

Overshoot, say too much, more powerful than what they say, "touchy" people, advising esp before the person is ready

Front 48

Traditional Legal System

Back 48

The Judge rules over and the decision that ils made is final

Front 49

Alternative Dispute Resolution (ADR)

Back 49

Assisted Negotiation-Less formal, more private, more active participation, more control for those who are at stake

Front 50

ADR-Postives

Back 50

-Get better results than in court
-Both Parties agree
-preserve relationships

Front 51

ADR-Negatives

Back 51

-Can not establish standards because not binding
-Can not punish people
-Can not replace attorney's
-Can not equalize power

Front 52

Traditional Legal System-Postives

Back 52

Binding
Decision is made

Front 53

Traditional Legal System-Negatives

Back 53

-expensive
-relationships lost
-not as much control by those directly involved

Front 54

Attribution Error

Back 54

attribute things to people when in conversation

Front 55

Fundamental Attribution Error

Back 55

-we blame the person-make assumptions
-mental maps cause it-get what they negatively deserve

Front 56

Self-Serving Bias

Back 56

If we are in the situation it is an outside source and not our fault, whereas if someone were in the same situation it would have been their fault

Front 57

6 Step Process for Assertive Communication

Back 57

1. Take time to prepare-so given correctly and understandablu
2. Message
3. Wait
4. Reflective Listening
5. Repeat Message
6. Focus on solutions to it (only if they are done arguing)

Front 58

3 Part Message

Back 58

1. Name Specific BEHAVIOR (can't say annoyed-be descriptive)
2. How do you FEEL about it-be honest, accurate, and genuine
3. What EFFECT does that have on you (can't focus, become frustrated)

Front 59

Power-Ligitamcy

Back 59

in newspaper-reliable source

Front 60

Power-Position

Back 60

ranks, titles, elders

Front 61

Power-Expertise

Back 61

expert in something

Front 62

Power-Reward Power

Back 62

Someone can effect you, then they have the power over you and vice-versa

Front 63

Power-Corsit

Back 63

Do something unpleasant or unwanted to someone to hurt them, then take it away

Front 64

Power-Referent

Back 64

When someone wants to be like you and around you

Front 65

Power-Situational

Back 65

situation to your benefit or not

Front 66

Power-Indentification

Back 66

power to relate to someone, understand them, anticiapate their needs and wants
-one of the stongest

Front 67

Power-Time

Back 67

on deadline and someone else isn't--big disadvantage

Front 68

Power-Popularity

Back 68

people like company=need something-someone more likely to help if others already helping

Front 69

Power-Persistence

Back 69

ability to not give up-go the longhaul

Front 70

Power-Personal

Back 70

knowledge of yourself, skills, etc, gain new skills fast

Front 71

2 Ways with Power-Power Over

Back 71

intimidate, manipulate (short term)

Front 72

2 Ways with Power-Power to

Back 72

share, share info (working in a group) (short term)

Front 73

Personality Measures

Back 73

cognitive, emtional, etc

Front 74

Components of Temperment

Back 74

Sensing, intuitive, etc