Study Guide: Chapter 10
Conflict: the expressed struggle of interconnected parties who perceive incompatible goals and
interference from each other in attaining those goals.
The 4 elements of conflict include:
Expressed struggle- examples being shouting matches can be expressed indirectly such as
written messages, nonverbal messages and vandalism.
Interconnected parties- for this conflict to exist the behavior of one or more parties must produce
consequences for the other party or parties.
Perceived incompatible goalsInterference from each other- unless one party attempts to block the attainment of another
party’s goals, there is no conflict.
Destructive vs. Constructive Conflict
Destructive conflict: is characterized by dominating, escalating, retaliating, competing, defensive
and inflexible communication patterns. This happens when conflict spirals out of control and it is
pushed to unmanageable levels.
Constructive conflict: is characterized by we orientated, de-escalating, cooperative, supportive
and flexible communication patterns. It is competent communication in action. The main focus is
to try and achieve a solution between struggling parties that is mutually satisfactory to everyone.
5 Styles of Conflict Management
Collaborating: Problem Solving- the most complex and productive communication style, is a
win-win, cooperative approach to conflict. Its attempt is to satisfy all parties.
3 key components are: confrontation, integration and smoothing.
Confrontation- is directly addressing the problem and managing it. The purpose of this is to
manage conflict on a productive way for all parties involved.
Integration (seeking joint gains)- a collaborative technique that devises creative solutions that are
mutually satisfactory for all parties.
Soothing (calming troubled waters)- the act of calming the agitated feelings of group members
during a conflict episode.
Examples: “Let’s all calm down” “I’m sorry”
Reasons collaborating is difficult:
- It requires a significant investment of time and effort along with greater-than-ordinary
communication skills
- It is built on trust
- Parties in a conflict sometimes do not share the same emotional investment in finding an
agreeable solution for all involved.
Accommodating: Yielding- this yields to the concerns and desires of others.
(someone using this style shows a high concern for social relationships but low concern for task
accomplishment)
Compromising: Halving the Loaf- this refers to giving up something to get something. This at
times has been referred to as a lose-lose style of conflict because neither party is ever fully
satisfied with the solution.
(Someone choosing this style shows a moderate concern for both task and social relationships in
groups)
Avoiding: Withdrawing- this is a communication style of withdrawing from potentially
contentious and unpleasant struggles. Groups will typically change the subject under discussion
soon after a period of disagreement among members. In the long run facing problems is more
effective than running from them.
(If the advantages of confrontation do not outweigh the disadvantages, avoiding the conflict
might be a desirable course of action, tempers sometimes need to cool)
Competing: Power Forcing- this is a win-lose contest, it is communicated in a variety of ways
that are likely to produce destructive conflict: threats criticism, hostile remarks and jokes,
sarcasm, ridicule, intimidation, blaming and denial of responsibility.
It is aggressive and not assertive.
(someone using a competing or forcing style shows high concern for task but low concern for
relationships in groups)
The competing style does have a constructive side: if a troublemaker in your group shows no
signs of ending disruptions then forcing the member out may be the right choice. This can
revitalize the group
Negotiation: is a process by which a joint decision is made by two or more parties