All About Conflict
Conflict generally involves a disagreement between ___ or more people.
two
What is going along with what someone wants you to do even though you don't really want to?
Passive
What is the first step in conflict resolution?
Get control of yourself:
-Take deep breaths and/or use other relaxation techniques.
-Relax and think.
What is the, "failure to communicate caused by unclear speech or misunderstanding?"
Miscommunication
When resolving conflict, and using active listening skills, how many people should talk at one time?
One
What is the step in conflict resolution that involves the use of I-statements?
5. Communicate:
-Be assertive.
-Be respectful.
-Say what you mean to say.
-Start with the "I," not the "you."
-Focus!
During conflict resolution, what should you do if you experience difficulty making progress?
Walk away or take a time out.
What is the step in conflict resolution that involves getting the facts of the situation?
3. Define the problem:
-What is really the problem here?
-Who is involved?
-Get the facts!
Facial expressions, rolling eyes, and arms folded are examples of what kind of communication?
Non-Verbal (body language)
The act of repeated unwanted and annoying actions.
What is harassment.
What are some clues that a person is using aggressive communication?
-Intimidating body language
-Verbally abrasive or abusive (name calling, yelling, etc)
-"You" statements
What is the last step in conflict resolution?
Look for a win-win result:
-This is not a game! Nobody needs to lose.
-Use your problem solving skills.
-Think!
"What I'm hearing you say is ________" is an example of what kind of communication skill?
Active or Reflective Listening
Why is assertive communication the most effective communication style?
Because you are able to communicate your needs and wants in a respectful manner, which can positively resolve any conflicts.
During conflict resolution, it is important to think ahead about the ____________ of your words and actions.
Consequences