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Accommodating: A style of dealing
with conflict in which the needs of others overwhelm one's own, in an
effort to be diplomatic; characterized by submissive communication; also
known as smoothing.
Active listening: The process of
seeking to understand another person's point of view, demonstrating a
desire to understand the meaning of that person's communication without
judgment.
Affirming environment: A positive,
respectful atmosphere in which to communicate.
Assertive communication:
The sharing of one's needs and concerns, while respecting the needs of
other persons involved.
Avoiding: A conflict style in which disagreements
and concerns go unexpressed, often making the circumvented conflict worse.
BATNA: Best Alternative To a Negotiated Agreement
Behavioral responses: Actions
in reaction to conflict, such as yelling, walking out, withdrawal, or
negotiating.
Caucus: A private meeting outside of a larger
group; in mediation, it is a meeting with each party separately.
Cognitive responses: Thoughts
and ideas about a conflict, often present as "inner voices"
and sub-vocalizations.
Collaborating: The pooling of individual
needs and goals towards a common goal; a conflict style that often produces
a better solution than any individual party could achieve alone; the integration
of separate interests.
Competing: A conflict style in which one's
own needs overwhelm the needs of others; often characterized by aggressive
communication; tends to result in conflict escalation.
Compromising: A conflict style involving
tradeoffs, resulting in some sense of satisfaction, but no real exploration
of the underlying needs of the disputing parties.
Conflict styles: Varying approaches of behaving during conflict
Consensus: A situation (or decision) in
which all members of a group find an outcome to be acceptable; most valued
when members of the group perceive it to be genuinely "safe"
to express dissent.
Emotional responses: Feelings
curing a conflict, such as anger, fear, confusion, or elation; often contribute
to behavioral and physical responses.
Empathy: The ability to put oneself in another
person's position and understand that point of view.
Expertise power: The power accumulated
from developing great technical knowledge regarding a particular role
or set of challenges
Extremists: Parties to a dispute who
hold extreme, strongly held, convictions about the right positions and
solutions in a conflict; often the strongest voices in a multi-party dispute
Facilitator: One who makes the process
easy; a person empowered by the group to manage a group process (e.g.,
a meeting).
Ground rules: the rules of conduct that
govern the interactions of group members; expectations regarding interpersonal
behavior.
"I"-message: A technique for
expressing one's feelings assertively, without evaluating or blaming others;
"I"-messages connect a feeling statement with the specific behaviors
of another person and the consequences of those feelings and behaviors.
Impasse: A point at which conflicting parties
feel "stuck" and no longer able to find effective solutions;
often a normal phase of the conflict resolution process.
MLATNA: Most Likely Alternative To a Negotiated
Agreement
Mediator: An impartial third party who
facilitates the resolution of conflict between two or more parties.
Moderates: Parties to a dispute who tend
to be able to see valid aspects of each perspective and have greater flexibility
about potential definitions of the negotiating space; often will be reluctant
to express views in a multi-party dispute.
Multi-party disputes: Conflicts
involving more than two identifiable parties or factions.
Normative power: The power that accrues
to those who know "the lay of the land" in a given group, and
how to get things done; power coming from familiarity with cultural norms
Opening Statement: In a facilitated
meeting, the introduction given by the facilitator to set the tone for
the meeting, establish ground rules, and clarify the process.
Physical responses: Bodily reactions
to conflict, such as muscle tension, sweating, and dry mouth; often interact
behavioral and emotional responses.
Pre-negotiation: The intervention
of a concerned third party encourage participation in the negotiation
or discussion process; can take place prior to or between meetings; an
initial phase of the mediation process, where mediator meets with each
party prior to a joint session.
Problem solving: An intentional and
systematic process by which effective responses are sought for difficult
situations.
Procedural concerns: Issues that
relate to the process by which a problem is addressed; one of three sets
of concerns (along with substantive and psychological concerns) in conflict.
Psychological concerns: Issues
that relate to the emotional well being of group members, such as safety,
trust, integrity concerns; one of three sets of concerns (along with substantive
and procedural concerns) in conflict.
Referent power: The power that one
accrues from earning respect from others, generally associated with integrity
and competence.
Stakeholder: One who has a vested interest
in a situation or outcome.
Substantive concerns: The "stuff"
of the discussion; the issues that most view as the basis of the problem
to be solved; one of three sets of concerns (along with procedural and
psychological concerns) in conflict.
Tools and Processes:
WATNA: Worst Alternative To a Negotiated Agreement
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