Unit 1
What is a conflict ?
•a clash or struggle that occurs when a real or perceived threat or difference exists in the desires, thoughts, attitudes, feelings or behaviours of two or more parties.
What is the importance of using an I' statement?
It can help you state your concerns, feelings, and needs in a manner that is easier for the listener to hear and understand.
What is anger?
Anger is a basic human emotional response experienced by ALL PEOPLE!
What is cultural conflict?
The term used to describe the conflict that arises during the intersection of cultural values and beliefs between two or more cultural groups living within the same society.
What is the Alternative Dispute Resolution?
Alternative Dispute Resolution (ADR) refers to methods of resolving disputes or conflicts other than traditional litigation (process of taking legal action) or the Court process.
What is conflict in pyschology ?
•the arousal of two or more strong motives that cannot be solved together.
Describe the term 'conflict escalator'.
It refers to the intensity of a conflict. You can go up the escalator and increase conflict or down the escalator and resolve it.
What are some anger-producing situations?
¡Specific person (s) or Event
. Insults
. Stress and Worries
. Disappointment / Annoyance
. Fears, Resentment, Frustration
. Rejection / Hurt / Embarrassment
What is the cultural conflict theory?
Culture Conflict Theory is a theory that suggests that conformity to the prevailing cultural norms of lower-class society leads to higher crime rates.
What does the term ' mediation' mean?
Mediation means the process in which a neutral (meaning not supporting any one side) third party assists the parties in conflict to reach a solution.
What are three reasons for conflict ?
. see things differently
. want different things (girl needs to settle down, boy needs to explore other relationships)
. have different thinking styles & philosophies
. have different personalities (introvert vs extrovert)
. have different status e.g. father & son/Manager & employee.
. have different goals (Man needs a car, woman needs a house)
What does the acronym CAPS stand for ?
. Cool Off
. Agree to Work it out
. Point of View on the problem
. Solve the Problem
What are three types of anger?
. Assertive anger
. Behavioural anger
. Chronic anger
. Judgmental anger
. Overwhelmed anger
. Passive-aggressive anger
. Retaliatory anger
. Self-abusive anger
. Verbal anger
. Volatile anger
What are some causes of cultural conflict?
•Family (Different backgrounds)
•Politics (PNP vs JLP)
•Sports (Teams from different countries/regions etc.)
•Religion (Abortion)
•Organizations(workplace)
What are some benefits of mediation?
. Less expensive
. Quicker
. More informal
. Confidential
. Less stressful
Who is Kurt Lewin?
The first Psychologist to experimentally investigate conflict.
In the acronym 'CAPS', explain what the letter 'C' means?
Cool off by taking deep breaths, relaxing your muscles, talk to yourself, count backwards and/or walk away.
What are three anger cues?
. Clenched fist
. Loud voice
. Sweat
. Upset stomach
Explain how the family is involved in cultural conflict.
Intergenerational cultural dissonance (ICD), a clash between parents and children over cultural values, occurs so commonly among immigrant families that it is regarded as a normative experience.
What is the role of a mediator?
. A facilitator who assists in developing options and achieving a mutually agreed resolution. He does not decide for the parties.
. Someone who fosters trust and confidence and applies creativity in assisting parties and counsel in shaping a solution
What are the approaches in the Thomas-Kilmann Model?
1. Avoiding
2. Accommodating
3. Compromising
4. Competing
5. Collaborating
What an “I” Message does not do
. An “I” message is not about being polite. It is about being clear.
. An “I” message is not concerned with how the other person might respond.
. An “I” message is not intended to force another person to “fix the problem.”
What is physical cue?
Physical cues involve the way our bodies respond when we become angry
What are the three most likely causes of intercultural conflict?
•Ethnocentrism
•Differences in Cultural Values
•Cultural Communication
Name the stages of the mediation process.
Stage 1: Mediator's opening statement.
Stage 2: Disputants' opening statements.
Stage 3: Joint discussion.
Stage 4: Private caucuses (each party to meet privately with the mediator)
Stage 5: Joint negotiation.
Stage 6: Closure.