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