Communication Styles
This passive-aggressive communication style involves hiding negative feelings behind a polite or smiling facade.
What is masking?
This type of statement focuses on your own feelings rather than blaming the other person (e.g., "I feel overwhelmed when...").
What is an "I" statement?
Doing this physical action helps slow down your heart rate and calm your nervous system during a tense moment.
What is taking a deep breath?
This outcome occurs when both sides give up something they want in order to reach a middle-ground agreement
What is a compromise?
This neutral third party helps disputing teams talk through their issues but does not have the power to force a decision.
What is a mediator?
This communication approach clearly and respectfully states your needs and boundaries without being aggressive.
What is assertive communication?
This active listening technique involves rephrasing what the speaker said in your own words to ensure you understood.
What is paraphrasing (or reflecting)?
This strategy involves pausing the conversation and walking away temporarily to cool down before resuming.
What is taking a timeout (or a break)?
In negotiation, this term refers to what a person says they want, as opposed to their underlying interests.
What are positions?
Unlike a mediator, this type of third party listens to both sides and makes a final, legally binding decision for them.
What is an arbitrator?
This style avoids addressing the conflict entirely, often leading to unresolved tension and resentment.
What is the avoiding style?
These types of questions cannot be answered with a simple "yes" or "no" and encourage deeper dialogue.
What are open-ended questions?
This tone of voice is the most effective to use when someone else is yelling or escalating.
What is a calm, low, or soft tone?
This acronym stands for the best alternative course of action you can take if a negotiation falls through completely.
What is BATNA (Best Alternative to a Negotiated Agreement)?
This strict rule requires mediators to keep everything said during the session private and out of official records.
What is confidentiality?
This style places the needs of others entirely above your own just to maintain peace.
What is the accommodating style?
This term describes the non-verbal cues—like nodding, maintaining eye contact, and leaning forward—that show you are engaged.
What is body language (or non-verbal communication)?
This technique involves finding a small piece of common ground or shared truth in what the other person is saying to disarm them.
What is "fogging" (or finding common ground)?
This phase of problem-solving involves throwing out as many creative solutions as possible without judging or evaluating them yet.
What is brainstorming?
This term describes a mediator's duty to remain entirely unbiased and not take sides during a dispute.
What is neutrality (or impartiality)?
This win-win communication style involves both parties working together to find a solution that satisfies everyone's core interests.
What is the collaborating style?
This is the act of validating the speaker's emotions during a conflict, even if you don't agree with their perspective.
What is empathy (or emotional validation)?
This classic piece of advice warns against addressing a conflict when you are experiencing these four physical/emotional states, abbreviated as H.A.L.T.
What are Hungry, Angry, Lonely, and Tired?
This is a solution where the needs of both parties are fully met, resulting in no losers.
What is a win-win (or integrative) solution?
This is the initial stage of a formal mediation process where ground rules are set and both sides give their opening statements.
What is the opening phase (or introduction)?