52 Questions
What are the benefits of dealing with conflict?
Improved efficiency and effectiveness
What are the stages in the conflict process?
Conflict situation, Awareness of the situation, Manifestation of conflict, Resolution or suppression of conflict, After-effects of the conflict situation
What is a key conflict resolution technique mentioned in the text?
Recognise and accept the feelings of others
What should managers do to sense conflict?
Give feedback and get feedback
What are response styles in conflict situations?
Addressers and Concealers and Attackers
What is a key aspect of conflict management mentioned in the text?
Recognition and resolution of conflict
What is a key component of emotional intelligence?
Recognising emotions in others
Which is an example of intrapersonal communication?
Thinking things through
What is a common workplace variable that can cause conflict?
Cultural differences
What is a goal of interpersonal communication related to sociability?
Need to develop relationships with people
What is a perceptual error related to attributing behavior?
Fundamental attribution error in understanding power dynamics
What does social intelligence involve?
Understanding power dynamics
What does conflict in the workplace begin with?
A perceived negative impact on something important
What is a key factor affecting conflict styles?
Goleman's emotional intelligence theory
What is a key factor affecting conflict styles?
Personality
Which is a common workplace variable that can cause conflict?
Cultural differences
What does emotional intelligence involve?
Managing emotions
What is a perceptual error related to attributing behavior?
Fundamental attribution error
What are the goals of interpersonal communication related to sociability?
Affection
What is a key aspect of conflict management mentioned in the text?
Handling relationships
What factors affect our conflict styles?
Personality
What is a key component of emotional intelligence?
Managing emotions
What are workplace variables that cause conflict?
Cultural differences
What are the goals of interpersonal communication related to control?
Control
Which of the following is a response style in conflict situations?
Confronters
What is a key factor affecting conflict styles?
Self-concept
What is a perceptual error related to attributing behavior?
Halo effect
What is a goal of interpersonal communication related to sociability?
Building rapport
"Track the conflict to its source" is a conflict resolution technique that emphasizes:
"Understanding the root cause"
"Separate the people from the problem" is a key aspect of:
"Conflict management"
What does social intelligence involve?
Understanding social situations and dynamics
What should managers do to sense conflict?
Visualize potential conflicts and ask relevant questions
What are the stages in the conflict process?
Conflict situation, awareness of the situation, manifestation of conflict, resolution or suppression, after-effects
What does conflict in the workplace begin with?
A conflict situation
What is a key factor influencing response styles in conflict situations?
Life experience
Which view of organizational conflict emphasizes the importance of communication skills?
The Interactionist view
What is a key benefit of effectively dealing with conflict in an organizational setting?
Improved efficiency and effectiveness
What technique is recommended for conflict resolution that focuses on finding mutually beneficial solutions?
Devise options for mutual gain (win-win)
'Separate the people from the problem' is a key aspect of which conflict management principle?
'Separate the people from the problem'
What should managers do to sense conflict according to the text?
Visualize and ask open questions
Which stage in the conflict process involves realization and awareness of the situation?
Awareness of the situation - Realization
What is a key element in conflict resolution that emphasizes understanding others' emotions?
Recognize and accept the feelings of others
What are response styles in conflict situations according to the text?
Addressers and concealers
Which stage in the conflict process involves resolving or suppressing the conflict?
Resolution or suppression of conflict
What is a key factor that affects our conflict styles?
Personality
Which of the following is a goal of interpersonal communication related to control?
Exercising leadership
What does emotional intelligence involve?
Managing emotions
What is a key aspect of conflict management mentioned in the text?
Managing conflict within a group
What are workplace variables that cause conflict?
Cultural differences
What is a key perceptual error related to attributing behavior?
Fundamental attribution error
What should managers do to sense conflict?
Track the conflict to its source
What are response styles in conflict situations?
Avoidance, accommodation, competition, collaboration, compromise
Study Notes
Benefits of Dealing with Conflict
- Dealing with conflict effectively can lead to improved relationships, increased productivity, and enhanced creativity.
Conflict Process
- The conflict process involves five stages: latent conflict, perceived conflict, felt conflict, manifest conflict, and conflict aftermath.
- The first stage, latent conflict, involves the existence of underlying tensions and contradictions.
- The second stage, perceived conflict, involves realization and awareness of the situation.
- The third stage, felt conflict, involves emotional awareness and reaction to the conflict.
- The fourth stage, manifest conflict, involves the open expression of conflict.
- The fifth stage, conflict aftermath, involves resolving or suppressing the conflict.
Conflict Resolution Techniques
- A key conflict resolution technique is to "separate the people from the problem" and focus on finding mutually beneficial solutions.
- "Track the conflict to its source" is another technique that emphasizes understanding the root cause of the conflict.
Conflict Management
- A key aspect of conflict management is to separate the people from the problem and focus on finding mutually beneficial solutions.
- Effective conflict management involves understanding others' emotions and perspectives.
Emotional Intelligence
- Emotional intelligence involves being aware of and understanding one's own emotions and those of others.
- A key component of emotional intelligence is self-awareness.
Communication and Conflict
- Social intelligence involves understanding and navigating social situations and relationships.
- Intrapersonal communication involves understanding one's own thoughts, feelings, and motivations.
- A common workplace variable that can cause conflict is miscommunication.
- Interpersonal communication related to sociability aims to build relationships, establish rapport, and promote social cohesion.
- A goal of interpersonal communication related to control is to achieve influence and direction.
Response Styles in Conflict Situations
- Response styles in conflict situations include competing, collaborating, compromising, avoiding, and accommodating.
Factors Affecting Conflict Styles
- Factors that affect our conflict styles include emotional intelligence, social intelligence, and cultural background.
Perceptual Errors
- A common perceptual error related to attributing behavior is the fundamental attribution error, which involves overemphasizing personality and underemphasizing situational factors.
Test your knowledge of interpersonal communication and perceptual errors with this quiz. Explore concepts such as intrapersonal communication, journalling, attribution theory, and the goals of interpersonal communication.
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