Midterm

Question 0

Nature or characteristics of conflict

Answer 0

1) conflict is about disagreements which range from mild to full blown violence
2) conflict involves perception that one person or group is somehow interfering with other person or group
3) people engage in conflict when issue is something they feel strongly about and feel a need to defend their position

Question 1

4 things that make police conflict different then normal conflict

Answer 1

1) officer often requested to intervene or get involved in ongoing battles
2) conflict rarely started by police officer, often requested to get involved in conflict they know little about
3) officers may be unwelcome if called by third party or onlooker to dispute. Conflict may turn on them causing them to be unintentional focus of anger
4) officer cannot always predict when I confrontation will turn violent and require an escalation to use of force

Question 2

Define conflict

Answer 2

A condition where two set of demands, goals or motives are incompatible

Question 3

What are four properties of conflict interaction

Answer 3

1) conflict is made up of and sustained by moves and countermoves in interactions
2) patterns of behaviour in conflicts tent to perpetuate themselves
3) conflict interactions are shaped by the climate of the situation
4) conflict. Interactions are influenced. I relationships and relationships influence conflict interactions

Question 4

What is face saving

Answer 4

Try to protect or repair your image with others

This can escalate a conflict

Question 5

5 sources or potential causes

Answer 5

1) competition for limited resource
2) personality differences
3) cultural difference
4) policing styles
5) building of stone walls

Question 6

Positive benefits of conflict

Answer 6

1) two sides may develop new ideas, change perceptions, solve problems or make better decisions as a result
2) two sides may develop new respect for each other and work better together
3) small conflict may bring larger issues out into the open for resolution
4) may illustrate a need for change in laws, policies or procedures in a police service or other organization
5) managing conflict appropriately may also improve skills and relations in other areas of communication

Question 7

Negative consequences

Answer 7

1) prolonged and unresolved conflict may be detrimental to individuals emotional
2) aftermath of extreme conflict can have high financial, emotional and social costs
3) conflict even when does not produce emotion or physical symptoms is fatiguing for everyone
4) during conflict people may be more concerned with winning and getting what they want than with preserving a friendship
5) extreme negative conflict could result in disgruntled person resorts to violence or even murder

Question 8

What does attitudes mean

Answer 8

Complex internal constructs of feels and thoughts that are perceived through an individual’s behaviour

Question 9

What are beliefs

Answer 9

Things or ideas that individuals hold as being true or false

Question 10

What is culture

Answer 10

Learned and shared system of knowledge, behaviour, beliefs, attitudes, values and norms

Question 11

What is ethnocentrism

Answer 11

Mistaken belief that ones cultural ways of doing something is the morse correct or preferred way

Question 12

What are norms

Answer 12

Unwritten guidelines or rules about what constitutes acceptable or unacceptable behaviour within a group, team or culture

Question 13

What are personality clashes

Answer 13

An antagonistic relationship between two people

Question 14

What are values

Answer 14

Central and enduring goals In life that individuals feel are true and right

Question 15

What are the five conflict styles? Briefly explain them

Answer 15

1) submissive: cooperative and passive
2) evasive: withdrawn from confrontations, leads to anger and resentment
3) competitive: aggressive and clear about what they want without caring much about the needs of others
4) cooperative: either passive or assertive. End up giving in to easily can limit creative problem solving
5) collaborative: blends assertive strong options with team work and creativity

Question 16

What are disagreements

Answer 16

Differences of options. Can usually be lived with

Question 17

What things should you do when working through a disagreement

Answer 17

1) allow room to debate: maintain open mind, listen to opposing views
2) refuse to take the bait: listen and respond rather than reacting
3) agree to disagree: when you know both sides will no make concessions
4) practice forgiveness: let go of desire to punish for past actions. Forgiving does not mean you are condoning their behaviour

Question 18

What is the situation management model

Answer 18

It is a model that links the use of force with the appropriate use of restraint equipment, chemical agents and firearms

Question 19

What is the conflict cycle

Answer 19

1) conflict occurs
2) react or respond
3) results or consequences
4) values. Beliefs. Attitudes about conflict

Question 20

What does overt mean

Answer 20

Done or shown openly. Plainly or readily apparent not secret or hidden

Question 21

Win win

Answer 21

Outcome of conflict in which both parties gain

Question 22

Win loss

Answer 22

Outcome of conflict in which one party wins and one losses

Question 23

Lose lose

Answer 23

Outcome of conflict in which both parties loss

Question 24

Glad, sad, mad, scared

Answer 24

Simple way of describing the four key emotions

Question 25

What is cover

Answer 25

Hidden

Question 26

What are enemies of conflict management

Answer 26

1) natural desire to explain our side 2) our ineffectiveness as listeners 3) our fears and insecurities 4) assumptions that one of us has to loss for the other one to win

Question 27

What do we need to do before we can become effective in terms of resolving conflict

Answer 27

1) must evaluate and address our perceptions(ours and others) 2) our values 3) principles 4) our needs 5) our fears

Question 28

What are some benefits of conflict

Answer 28

1) increased understanding 2) increased group cohesion 3) improved self knowledge

Question 29

5 main styles of dealing with conflict

Answer 29

1) competitive 2) collaborative 3) compromising 4) accommodating 5) avoiding

Question 30

What is the interest based relational approach

Answer 30

Type of conflict resolution that respects individuals differences while helping people avoid becoming too entrenched in a fixed position

Question 31

What rules should you follow when using the interest based relational approach

Answer 31

1) make sure that good relationships are the first priority 2) keep people and problems separate 3) pay attention to interests that being presented 4) listen first; talk second 5) set out the facts 6) explore options together

Question 32

What are the steps or process to resolve conflict

Answer 32

1) set the scene 2) gather information 3) agree on the problem 4) brainstorm possible solutions 5) negotiate a solution

Question 33

What are the three guiding principles

Answer 33

BE CALM BE PATIENT HAVE RESPECT

Question 34

Effective communication requires you too

Answer 34

``` Listen actively Be aware of your emotional reactions Avoid assumptions and mind readings Use I messages rather than You messages Avoid accusations and blame ```

Question 35

Conflict starters.....

Answer 35

Poke fun at other people, often sarcastic, may be highly insulting/ stereotypical/ may question character or integrity of person they are aimed at

Question 36

What are classifications of nonverbal communication

Answer 36

Tone of voice, eye contact, gestures | Indicate feelings

Question 37

What percentage of communication is nonverbal

Answer 37

93%

Question 38

What percentages does nonverbal behaviours account for in regard of meanings

Answer 38

55%

Question 39

What are paralanguage referred to as... Includes? Makes up remaining ....% of communication

Answer 39

Vocal cues Include voice volume, tone, pitch and intensity 38%

Question 40

Nonverbal behaviours include

Answer 40

Facial expressions, movements and gestures, use of territory and space, touch and personal appearances Usually occurs simultaneously

Question 41

What does paralanguage include, what does it not include

Answer 41

Vocal but not words

Question 42

Examples of paralanguage

Answer 42

``` Voice volume Tone Gasps Signs Rhythm Pitch Inflection Accent Sentence complexity Word punctuation ```

Question 43

Facial expressions and eye behaviours account for ......% of communication

Answer 43

55%

Question 44

What are the 6 broad categories of emotions

Answer 44

``` Anger Fear Sadness Disgust Happiness Surprise Possibly pain and contempt ```

Question 45

Four functions of eye contact

Answer 45

1) cognitive functions: gain understanding of others persons thought processes 2) monitor: monitor behaviour and reactions of others 3) regulator: in communication use eye contact to signal when wish to speak and when we finish speaking 4) expressive: eye and area around are very versatile and can express number of emotions

Question 46

What is kinesics

Answer 46

``` Emblem Illustrator Affect display Regulation Adaptor ```

Question 47

Woman and Friedan established 5 purposes of nonverbal communication (particularly applicable to kinesics)

Answer 47

1) emblems: replace verbal communication and are culturally determined 2) Illustrators: movements that complement verbal communication by describing, accenting/reinforcing words 3) affect displays: nonverbal messages of body and face that carry emotional meanings including strength of emotional feelings 4) regulators: nonverbal messages that accompany speech to control/regulate what speaker says 5) adapters: movements that fulfil personal need, occur at very low level of awareness. Tends to increase levels of anxiety 6) haptics: communication touch/fail to touch/make body contact. Touch can convey intimacy/ friendliness or dominance or power differences

Question 48

What are artifacts

Answer 48

Personal objects we display to announce who we are and to personalize our environments

Question 49

What are chronemics

Answer 49

The study of how we perceive and use time

Question 50

What is proxemics

Answer 50

Study of spatial communication

Question 51

According to HALL there are 4 interpersonal distances or circles the correspond with the type of relationship. What are they

Answer 51

1) intimate= close is 0-6" far is 6-18" 2) personal= close is 1.5-2" far is 2-12" 3) social= close is 4-7" far is 7-12" 4) Public= close is under 12" usual is 12-25" and beyond

Question 52

What are nonverbal language/communication heavily influenced by

Answer 52

Personal perceptions Biases Experiences

Question 53

What are impressions? What are many of these based on? Are they always accurate?

Answer 53

Collections of perceptions that we use and maintain to interpret behaviours of other Nonverbal cues No need to be used with care and discretion

Question 54

What are conclusions

Answer 54

Overall impression of other person

Question 55

What are first impressions

Answer 55

Impressions made with very little information | Often affects our interpretations of subsequent perceptions of them

Question 56

What are stereotype

Answer 56

Is placing people into categories or groups based on broad generalizations and assumptions that we hold about a particular group

Question 57

What is the problem with stereotyping

Answer 57

We lump a large number of groups of people into the same category often with minimal knowledge or experience with that particular category

Question 58

What happens when you start to treat someone differently because of a stereotype

Answer 58

Developed a prejudicial attitude and may lead to discrimination against members of that group

Question 59

What is prejudice

Answer 59

Unjustifiable negotiate attitudes towards a group and its members

Question 60

What is discrimination

Answer 60

Resulting unjustifiable negative behaviour based on this attitude

Question 61

What is denied to people by stereotyping, discrimination and prejudice

Answer 61

Individuality and once denied people may begin to behave and react according to the stereotype

Question 62

What are the steps of other confirm or refute interpretations

Answer 62

1) pay close attention to entire body of other Person 2) can ask person about them in a unthreatening and no confrontational way 3) use I language 4) using correct information to continue to interact with the other person

Question 63

What is mirroring

Answer 63

Is the subtle imitations of someone

Question 64

What are two effective mirroring strategies

Answer 64

1) imitate breathing patterns of another person | 2) adapt rate of speech of the other person

Question 65

What can mirroring do

Answer 65

Create more common ground or shared environment

Question 66

GIBB identified 6 type of communication that foster one climate or another. Name them and describe them

Answer 66

1) evaluation VS description: using I sentences VS you sentences. Using I is less offensive and does not lead to a defensive environment 2) certainty VS Provisionalism: certainty leaves no room for discussion. Provisionalism creates supportive and open climate. 3) Strategy VS Spontaneity: when things looked planned become suspicious of motives. Spontaneous feels open, honest and unrehearsed 4) Control VS Problem orientated: Control is not supportive. Problem orientated creates supportive environment where attempts can be made to find solution that satisfies everyone. 5) Neutrality VS empathy: Neutrality can cause defensiveness. Lacks caring. Empathy demonstrates care and concern (head knodding, leaning forwards, eye contact). Acceptance 6) Superiority VS Equality: Superiority cause communication to deteriorate. Defensive climate. Equality creates climate of support and mutual respect. More comfort to disclosure. Relaxed and supportive climate

Question 67

What are the 8 type of nonverbal communication

Answer 67

1) paralanguage 2) facial expressions and eye behaviour 3) kinesics or body language 4) haptics or touch 5) artifacts 6) appearance 7) time 8) proxemics or personal space

Question 68

What are 6 ways to improve | Communication and manage conflict

Answer 68

1) pay attention to all nonverbal cues of others 2) do not be swayed by first impressions 3) know you limits and be aware of your prejudices 4) stereotypes 5) ability to use discrimination- seek additional information 6) use mirroring to establish rapport

Question 69

A supportive climate is

Answer 69

- descriptive - provisional - spontaneous - problem orientated - value empathy - foster climate of equality

Question 70

What are adapters

Answer 70

Nonverbal movements that fulfil a personal need for a person. Often done without conscious awareness

Question 71

What are affect displays

Answer 71

Nonverbal messages that carry an emotional meaning and include the strength of the meaning

Question 72

What are emblems

Answer 72

Gestures used to replace words

Question 73

What is chronemics

Answer 73

Study of how people perceive and use time

Question 74

What is perception checking

Answer 74

Soliciting feedback to confirm the accuracy of a perception

Question 75

Non verbal and verbal communication are building blocks for

Answer 75

Conflict resolution

Question 76

What are characteristics of passive aggressive behaviour

Answer 76

1) approach is that I'm okay and ur not but I'll let you think you are 2) self sufficient usually appeases high but normally low 3) make decision for others without knowing it 4) does concealed attacks when in problem situations 5) usually wins by manipulating 6) responses to other with confusion frustration and feelings of being manipulated

Question 77

What are the two kinds of agree door in conflict and communication

Answer 77

1) clean fights | 2) dirty fights or crazy makers

Question 78

What are some types of crazy makers? What do they do

Answer 78

1) avoiders-refuse to fight back 2) pseudo accommodator- refused to face up to conflict and pretend there is nothing wrong 3) guilt maker- makes others responsible 4) subject changer- shifts conversation 5) distracter- attacks other parts of the persons life rather then real issue 6) mind readers- goes into character analysis of the others 7) trapper- sets up desired behaviours then attacks what they requested 8) crisis ticklers- brings what's nothing them out to surface but never completely out 9) gunny sacker- do not respond immediately when angered, put away, let's it build up then explodes 10) trivial tyranniizers- persist in behaviours that annoy other person 11) beltiner- use intimate knowledge to hit below the belt, attacks vulnerabilities 12) joker- kids around to block real feelings 13) blamer- more interested in finding faults than resolving conflict 14) contract tyrannizer- won't allow change. Things must stay the same 15) kitchen sink fighters- bring up all kinds of things that are off subject 16) withholder- don't express feelings honestly they withhold something 17) Benedict Arnolds- get back at partners by sabotage or failing to defend them from others

Question 79

What does rational conflict resolution include

Answer 79

Thinking about conflict rather than being in conflict

Question 80

Where is the concept of scripts derived from

Answer 80

Counselling theory called Transactional analysis TA

Question 81

What are scripts

Answer 81

1) life plans made when we are growing up 2) patterns of behaviour including communication learned in childhood 3) reading the lines and deciding what will happen and how it will all play out in the end 4) repeating over and over again with different people though we may not realize it is there. It's important to you. Find yourself repeating the same patterns in conflict