Real Communication An Introduction

xxv

chapter 8 Managing Conflict in Relationships 213

Understanding Conflict 214

Unproductive Conflict 214

Productive Conflict 215

Conflict Triggers 217

Inaccurate Perceptions 217

Incompatible Goals 217

Unbalanced Costs and Rewards 218

Provocation 218

Factors Affecting Conflict 219

Power Dynamics 219

Attitudes Toward Conflict 219

Communication Climate 220

Culture and Conflict 222

Communication Channel 224

Online Anonymity and Conflict 225

Wired for Communication: Locking Down Trolls versus Free Speech 226

Conflict Styles 227

Escapist Styles 227

Communication Across Cultures: Yours, Mine, and Both of Ours 229

Competitive Styles 230

Cooperative Styles 231

Evaluating Communication Ethics: The Accidental Relationship Counselor 231

What About You? Self-Assessment on Conflict Management Styles 233

Reconciliation 234

Apology 234

Forgiveness 235

Real Communicator: Anonymous 236

REAL REFERENCE: A Study Tool 239

For videos and LearningCurve quizzing within LaunchPad, go to bedfordstmartins.com/realcomm

Group and Organizational Communication 241

chapter 9 Communicating in Groups 243

Understanding Groups 244

Characteristics of Groups 244

Types of Groups 245

Wired for Communication: Smart Mobs: What Flash Mobs and Political Protests Have

in Common 246

Models of Group Development 247

PART THREE

Contents

00_OHA_45766_FM.indd xxv00_OHA_45766_FM.indd xxv 13/10/14 5:42 PM13/10/14 5:42 PM