STLC Model
What does STLC stand for?
What is Stop, Think, Listen, Communicate
What’s the difference between linear and transactional communication?
What is linear is one-way, transactional is interactive and two-way
What is Social Exchange Theory?
What is weighing costs and rewards in a relationship to decide whether to continue
Name all 4 types of stress.
What is Eustress, Hypostress, Hyperstress, and Distress
What is the first step in the Repair Sequence?
What is Offending Situation
What do you do in the "Stop" stage?
What is pause before reacting, using techniques like deep breathing or grounding
Give an example of an “I” statement.
A: aren’t shared, because I need help managing things”
What does Systems Theory focus on?
What is the role of interconnected systems (family, workplace) in conflict
What is the ABC Model of Stress?
What is A = Activating Event, B = Belief, C = Consequence
What does it mean if a client can’t be involved in conflict recording?
What is they’re either too emotional or cognitively impaired to understand
What does the “Think” step involve?
What is reflecting on what caused the conflict and what you want to happen
What is the “ventilation approach,” and when is it healthy?
What is talking out feelings — healthy when done with someone who understands the context
What is Attribution Theory?
What is how we interpret people’s behavior by assuming motives or causes
What is an “anger controller”?
What is someone who uses STLC, sets boundaries, and responds calmly to conflict?
In a case where both people lose in a conflict, what type of outcome is that?
What is a Lose-Lose outcome
What does effective “Listen” mean in the STLC model?
What is listening to both words and body language without interrupting
What is the “Chilling Effect”?
What is withholding your needs or complaints due to fear of the other person’s reaction
What is Truth Bias?
What is believing someone just because of your emotional connection to them — even without evidence
What is emotional residue?
What is the leftover feelings from unresolved emotional conflict
Name the 4 steps of the Repair Sequence.
What is Offending Situation → Reproach → Remedy → Acknowledgement
Apply STLC to this: A client yells at you for rescheduling?
What is:
What does it mean to “manage face” in conflict?
What is protecting your image or helping others save face to avoid embarrassment
A client says, “My boss hates me.” What theory and skill could you use?
What is Attribution Theory and Perception Checking?
Give one example of each: anger in, anger out, and anger controller
A support worker wants to help two clients resolve a fight. They are equals. What type of mediation is this?
What is Informal Mediation