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Presentation created by Andi Narvaez for COMM 107 - Oral Communication: Principles and PracticeUniversity of MarylandSource: Communication: A Social and Career Focus by Berko, Wolvin & Wolvin
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CHAPTER 7
Interpersonal Skills
Relationships
Knapp’s Relationship Escalation Model
Relationships
What do economics have to do with anything?Knapp’s Relationship Termination Model
Conflict in Communication Relationships
What is it?What is it good for?What is it not good for?What causes it?
Goals to be pursuedAllocation of resourcesDecisions to be madeBehaviors that are
considered inappropriate
Levels of Conflict
Individual approaches to dealing with conflict
Non-assertive actsAvoidanceAccommodation / Smoothing overCompromise
Assertive actsIntegrationCompromise
Aggressive actsCompetition / Aggression
Formal approaches to dealing with conflict
Principles of negotiation• Prepare in advance• Reframe• Respond; Don’t React
Negotiation Techniques• Spiraling agreements• Changing position• Gathering information• Making the cake bigger• Commitments
Formal approaches to dealing with conflict
Principles of negotiation• Prepare in advance• Reframe• Respond; Don’t React
Negotiation Techniques• Spiraling agreements• Changing position• Gathering information• Making the cake bigger• Commitments
Formal approaches to dealing with conflict
ArbitrationLitigationMediation
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