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Lecture 12

CMN 4131 Lecture Notes - Lecture 12: Conflict Resolution, Conflict Transformation, Reinforcement


Department
Communication
Course Code
CMN 4131
Professor
Stephanie Larrue
Lecture
12

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Lecture 12
Take Home Exam
TAKE HOME EXAM
1.!Analysis of the role play
a.!Detailed description of the case study, including detailed
characteristics of the stakeholders (e.g. history, negotiation
style, conflict resolution style, stake, needs, fears, interests,
issues, values, cultural aspects, ethics, communication styles or
tendencies) (2.5 pts) do not include the script.
b.! An analysis and evaluation of the methodology used in the
presentation of the role play through all of the steps of the
presentation (2.5 pts)
c.!A presentation of the entre model used (including the steps)
and a critique of the model as applied to the role play
presented (was it an effective model to use for this type of
conflict/dispute/situation?) (2.5 pts)
d.!A description, analysis and evaluation of the phase (steps
within the phase, obstacles, key positive and negative
interventions) presented during the role play and its process (3
pts)
e.!A detailed description of the skills and techniques used by the
negotiator(s)/mediator(s) as well as by the participants,
including any pitfalls (2.5 pts)
f.!A critique of the role, attitude, interventions, style and ethics of
the negotiator(s)/mediator(s) (3 pts)
g.!A conflict analysis of the conflict/dispute/situation presented in
the role play using at least one of the 8 models (Furlong,2005)
or the nine key factors model (McCorkle and Resse, 2005) (3
pts)
!An evaluation of the group’s work, process and dynamics
(min. 1page) (4 pts)
!Individual evaluation
o!An individual (anonymous) evaluation of each student in the
group by every student – to be handed in separately in a
sealed envelope with your name on the envelope and the
name of your group members. Use the sheet on the next
page entitled Evaluation of Individual Participation of Each
Group Member. Each student will receive the average of the
marks from his and her peers (4 points).
CONFLICT RESOLUTION STYLE
Conflict Resolution Style

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!« Our attitudes and expectation affect our behaviour »
! If we expect a conflict to be negative, we react in a way to allow
that to happen to reinforce our belief and let the situation escalate.
! = negative cycle
! Conflict resolution and transformation is about changing that
negative cycle into something positive.
! It’s about controlling our own response to a negative cycle in
conflict.
What is Your Conflict Resolution Style?
Avoiding = ostrich
!Below the belt in a nasty way
!Very wild
!Running away from conflict
!
!Don’t speak out; avoid drawing attention to themselves
!Don’t notice conflict around them – tolerate and ignore heat
! Run away - distancing
! Attack nastily when cornered
! Deflect conflict, minimize, deny, delay
! Their need for safety is higher: better safe than sorry
! Their need to be right paralyzes them
!Dealing with ostriches:
o! Continue communication even when ostriches don’t
reciprocate, ask open-ended questions.
o! Avoid being confrontational
o! Show curiosity and non judgment
o! Remove sense of urgency, remove pressure, no escalation
o! Slow down, avoid surprises, give them time to prepare
themselves
o! Don’t embarrass them, make them feel safe, respected, let
them save face, reassure them, positive reinforcement
Competing = woodpecker
!always ahead of the game
!Lack of respect felt by others; ostriches not respected
! Loss of relationships
! Power imbalance
! 2 losers
!Win-Lose, conflict escalation
! Does not validate others’ opinion or listen or minimizes them
! Tenacious, single-minded, quick, sharp
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! Opportunistic, very demanding, whatever it takes to win
! Confrontational, dominating, threatens, rejects and may feel
rejected
! If feels powerless, will pretend to agree and do what they want
! Need to be right, need to make noise (make a point)
! Needs respect, needs attention
! May feel:
o! Alienated and angry, defensive
o! Black and white thinking, stereotyping, feel superior, name-
calling
o! Angry if loses, becomes more aggressive
o! No one does anything right
o! No respect for those they deem weak or do not stand up for
themselves
! When it works:
o! Crisis situation, demanding quick thinking and action
o! When rules must be enforced
o! When it is vital to stick to your position
!When it doesn’t work:
o! Need to preserve the relationship
o! Avoid forcing when wanting a buy-in from the other
o! Really listen to the other’s needs and wants
o! Clearly identify the issues of disagreement, prioritize them,
which are negotiable and which are not?
o! Slow down
!When dealing with a Woodpecker
o! Don’t withdraw! Keep communication open.
o! Ignore personal attacks, acknowledge constructive criticism
o! Ask questions, ask for clarity, understand their point of view,
model curiosity
o! Self-assertive language, speak in « I » statements
o! Don’t get drawn into the attacks & escalation, don’t retaliate
o! Let them save face
Compromising = hummingbird
!Genius in compromising
!They just want to resolve things
!They’ll negotiate anything all the time
!They’re all over the place, flying all the time
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