Face Work in Conflict
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Theoretical Bases for Face
Erving Goffman’s work – people adopt social roles
of identities they want others to respect. He calls
these “face” and the things we do to achieve them
“line”
 The communication behavior we use to establish,
protect or change “face” is called “facework”
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Attacking Face
 Giving Face
 Saving Face
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Tricia S. Jones, Temple University,
Copyright Protect, March 2006.
Causes of Face Saving
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Personality Characteristics
Low self-esteem/defensiveness
 Dogmatism
 Hostile attribution tendency
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Identification with a position or issue
The tendency to lay blame
Tricia S. Jones, Temple University,
Copyright Protect, March 2006.
Consequences of Face Saving
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Adds a relational issue to the conflict
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When face is threatened it becomes a new relational issue to
the conflict
This relational issue takes precedence over other issues
Usually escalates conflict – encourages reciprocity of
face attacks
Creates a need for defensive posture even if face attack
is dealt with
Increases the potential for Impasse
Tricia S. Jones, Temple University,
Copyright Protect, March 2006.
Forms of Face Saving
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Resisting Unjust Intimidation
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Accusation they have been wronged
Demand that attack be withdrawn or compensated for
Counterattack likely
Suppressing Conflict Issues
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Physical or psychological withdrawal
Changing the topic
Being under-responsive
Speaking in third person or very abstractly
Tricia S. Jones, Temple University,
Copyright Protect, March 2006.
Forms of Face Saving cont’d
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Retrenchment
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Results from the fear that the face attack has made you look
weak or vulnerable
Chances of retrenchment increases in public conflicts
Retrenchment involves taking a more extreme position than
you have openly taken before
 -firmer commitment statements
 -pulling back from an agreement
 -refusing to commit to a solution you previously indicated
interest in
 pulling support from the other in some indirect way
Tricia S. Jones, Temple University,
Copyright Protect, March 2006.
Counteracting RUI
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Must be dealt with immediately
Ask why they perceive it as an attack
Clarify you perceptions and intent
Apologize if need be
Give face in some other way
Tricia S. Jones, Temple University,
Copyright Protect, March 2006.
Counteracting Suppression
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Take partial responsibility for the “problem” the
conflict issue to be addressed
Ask their input/advice on “your” problem
Bolster their ego in some realistic way
Be sensitive to timing issues
Tricia S. Jones, Temple University,
Copyright Protect, March 2006.
Counteracting Retrenchment
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Don’t draw attention to the retrenchment
Ask why they have that position
Rephrase reasons in terms of interests to guide
them back to a more interest based interaction
Take a break from the process and return,
starting with the period before retrenchment if
possible
Tricia S. Jones, Temple University,
Copyright Protect, March 2006.