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Chapter 10: Managing Conflict and Power
Instructor Resources
Objectives
• Define the nature of conflict.
• Explain the role power plays in conflict.
• Describe different approaches for handling interpersonal conflict.
• Explain the impact of gender, culture, and technology on handling conflict.
• Identify resolutions and long-term outcomes of conflict
• Review the challenges to resolving conflict in close relationships, and how to overcome
them.
Discussion Questions
1. Do you view conflict as a negative factor or a positive factor in relationships? What are
some negatives associated with conflict? What about positives?
2. Conflict stems from perceptions of incompatible goals or interference with objectives.
Consider someone with whom you recently encountered conflict. How were your goals
incompatible and/or how did you perceive the other person as interfering with your
ability to achieve your objectives?
3. Think of a person you know who has some degree of power over you. What are
examples of how the power either influences conflict or has the potential to do so?
© 2019 Macmillan Learning. All rights reserved.
4. How might cumulative annoyance give way to kitchen-sinking? Have you ever blown up
at someone because of pent-up resentment?
5. What are some situations when avoidance, accommodation, and competition might be
appropriate, effective, and ethical responses to conflict?
6. In his book The Four Agreements, Don Miguel Ruiz says, “Don’t take anything
personally.” If you really lived by such a principle, do you think you’d be conflict-free?
Is this the same as radical pacifism?
7. What is the best way to manage self-enhancing thoughts when experiencing conflict?
8. What constitutes physical violence? Would you describe grabbing someone’s arm or
throwing something during an argument as an act of violence?
© 2019 Macmillan Learning. All rights reserved.
9. Some social critics argue that video games like Grand Theft Auto and Resident Evil 4
promote violence by teaching young people that aggression is an acceptable form of
relating with others. What is your experience with playing games like these? Do you
believe these games translate to interpersonal attitudes and behaviors?
Think Pair Share
Think Pair Share prompts support the active engagement of students in the learning
experience. The prompts can be particularly useful in punctuating a lecture presentation of
chapter concepts.
1. Is the term “conflict” just another word for “arguing”? Why or why not?
2. Which of the five power currencies is a factor in a relationship that’s part of your life
right now?
3. Given the five ways of managing conflict, which one do you pursue most often and
which least often?
4. Can technology ever be used in a positive manner to manage conflict? Why or why not?
5. Which of the short-term resolutions to a conflict have you experienced recently? Did it (or
do you think it will) lead to a long-term outcome? How?
6.What is an example of how inaccurate perception or attribution affected a recent conflict
that you experienced?
7. Have you ever experienced destructive messages such as sudden-death statements or dirty
secrets in a conflict?
8. What are some positive characteristics of conflict?
Journal Prompts
1. Identify a time when conflict improved a relationship. What ideas from the chapter best
explain this outcome?
2. Complete the Self-Quiz: “How Do You Approach Conflict?” on LaunchPad. What is
your reaction to the results? Do you agree that, in general, this is how you approach
conflict?
3. Use the types of conflict to compare your conflict experiences in three different
interpersonal relationships: with a family member, with a friend, and with a work or
school relationship.
4. According to the Dyadic Power Theory, people with only moderate power are most
likely to use controlling communication. Do you agree or disagree with this theory?
Provide an example to support your response.
5. Five power currencies are common in interpersonal relationships: resource, expertise,
social-network, personal, and intimacy. Which of these power currencies do you
currently possess? Which one do you feel is the most important?
6. Complete the Self-Quiz: “Test Your Understanding of Destructive Thoughts” in
LaunchPad. What does your score suggest about how you deal with conflict and how
you manage your own and others’ power interpersonally?
7. Think of a relational partner with whom you repeatedly have the same conflict. What
effect does this have on your relationship? In what ways do you contribute to the cycle?
How might you change your communication to end this pattern?
8. Identify a time when you avoided a conflict. Why did you make this choice? What were
the results? What, if anything, would you do differently?
9. Discuss a conflict situation that resulted in a competitive approach and the exchange of
negative communication. How was defensive communication, serial arguing, sudden-
death statements, or dirty secrets used? What was the impact of these tactics on the
conflict and the relationship?
10. Provide an example of a situation in which you used technology incorrectly to handle a
conflict. How did you handle the situation?
Experiential Activities
Exercise: The Relationship Expert
Objective: To analyze the benefits and drawbacks of each of the four conflict approaches.
Directions:
1. Provide students with the Relationship Expert Worksheet.
2. Have them develop an individual response to share in small groups or as a class.
3. Debrief the discussion with the following questions:
• What are the possible consequences of avoidance, reactivity, and accommodation in this
situation?
• What are the possible consequences of competition?
• How would this situation be approached collaboratively?
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The Relationship Expert Worksheet
Directions: You run an online relationship advice hotline. You just received the posting
below. Write a reply that highlights the benefits and drawbacks of each of the five conflict
approaches and then conclude with your recommendation about what the person should do.
Posted by Yva
Fri 22 Mar 2019 13:08:12 -0700
I’ve been seeing someone for about 2 months. He still talks with his ex–girlfriend’s best
friend, Mida, and I haven’t really thought much about this relationship . . . until the other
day. I dropped in unannounced, and he was on the phone with Mida. They talked for
about 20 minutes while I was there, but I’m not sure what about, because he went
outside to talk soon after I arrived. When he came back inside, he said nothing specific
about their conversation. He just started cooking dinner and watching TV. I pretended as
though this didn’t bother me. But over the past few days it has been really eating at me.
Am I doing the right thing by not making a big deal out of this? What should I do?
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Exercise: How To Fight Dirty, How to Fight Clean
Objective: To have students examine productive and unproductive conflict management
techniques.
Directions:
2. Have each group brainstorm a list of ways that people fight dirty—that is, make a
3. Next, the group should shift focus and brainstorm 10 to 15 productive conflict
management strategies, again being specific.
4. Have each group share its list with the rest of the class, and create a master list on
the board. Then use these questions as the basis for an in-class discussion:
o Which unproductive conflict management strategies have students used? Why?
What was the effect of using these strategies? If someone used this tactic on
you, how do you think you would feel?
o Explore similar questions based on the list of productive strategies, and
encourage students to explore why we don’t always make the “right” choices
during conflicts.
Exercise: Opening the Door to Collaboration
Objective: To practice formulating responses that invite collaboration.
Directions: For each scenario, write a response that is designed to invite collaborative
discussion about the problem—in other words, a response that you hope will begin a
constructive conversation instead of an argument.
Example:
Your sister borrows your clothes without asking.
Collaborative response:
“Stephie, I’m frustrated about trying to find something clean to wear for tonight since
the clothes I expected to have available are in the laundry. I don’t mind sharing my
things with you, but we need to talk about how to make this work so I’m not
inconvenienced this way.”
1. Your boss continually asks you to do work that is not part of your job description.
Collaborative response:
2. Your significant other has been volunteering to work overtime, and it is cutting into
spending time together as a couple.
Collaborative response:
3. Your best friend has been making excuses about paying back money that you lent him/her.
Collaborative response:
4. Members of a group class assignment have not been doing their share of the work.
Collaborative response:
5. A neighbor’s dog barking frequently at night is disturbing your sleep.
Collaborative response:
Video Recommendations
Incredibles 2 (2018, 118) is a Disney/Pixar film that follows a family of superheroes as they
fight evil and save the world from bad guys. Several conflicts are depicted throughout the
film: family conflict, sibling conflict, and bad-guy conflict. There are even moments of social
conflict in which the super heroes are distrusted by a society that wishes they would “just go
away.” Concepts of power, currency, and gendered conflict are present throughout the film.
Black Panther (2018, 135 minutes) stars T’Challa, an African American superhero, who
returns home to his African nation of Wakanda to take his place as king. He is instantly
drawn into conflict in this technologically advanced new world. Black Panther must stand
against evil villains while also managing family relationships with his little sister, as well as
his relationship with three other strong women in his life. We see their interactions full of
competition and teasing, love and decision making. This movie offers us a super hero movie
that tests the morals and “right choices” of all characters involved.
The Breakup (2006, 105 minutes) stars Vince Vaughn and Jennifer Aniston as a bickering
couple whose conflicts escalate over the course of the film until the two decide to separate.
Their conflicts escalate through skirting, sniping, kitchen-sinking, avoidance, blow-ups, and
the silent treatment as they both compete for power.
Gandhi (1982, 188 minutes) tells the true story of pacifist Mohandas Gandhi’s revolt against
British colonial rule over India. Starring Oscar winner Sir Ben Kingsley in the title role, the
film illustrates the effect of power currencies in a power-distant culture as well as conflict
management.
In the Bedroom (2002, 130 minutes) stars Sissy Spacek and Tom Wilkinson as the concerned
parents of a young man who becomes involved with an older woman who is a single mother.
When the relationship takes a tragic turn, the parents are left to deal with the reality of the
situation. Both parents choose different—and often unproductive—ways to cope with the
crisis, their grief, and deteriorating marriage. Several excellent scenes illustrate unproductive
conflict management strategies.
The Joy Luck Club (1993, 139 minutes) is an exceptional film exploring interpersonal and
intercultural conflicts. Each of the film’s stories about the tensions between four Chinese
American daughters and their Chinese mothers is rich with examples of power currencies and
conflict management styles, from accommodation to physical violence.
235
Juno (2007, 96 minutes) stars Ellen Page as Juno, a pregnant high school junior. She faces a
number of conflicts and, as she explains to her father, she must “deal with things way beyond
my maturity level.” While working through her options, she comes into conflict with her
boyfriend and becomes aware that the potential adoptive father is inappropriate. As Juno
wrestles with these issues, her father, stepmother, and best friend help her work toward
collaborative solutions.
The Kite Runner (2007, 128 minutes) is a potent and memorable film centered around Amir,
an Afghan boy raised by his wealthy father, and Amir’s childhood friend and servant,
Hassan. The plot spans the Russian invasion of Afghanistan and the country’s subsequent
control by the Taliban. The film movingly depicts the influence of power on conflict, and
illustrates several power currencies—as seen through Amir’s eyes in the Afghanistan of his
childhood, in his new home in America, and finally in contemporary Afghanistan, when Amir
searches a Kabul orphanage for Hassan’s son.
War of the Roses (1989, 116 minutes) is a dark comedy tracing the marriage of a wealthy
couple, the Roses (played by Kathleen Turner and Michael Douglas). Their marriage begins
to fall apart and then becomes a bitter divorce battle, which is described to the audience by a
narrator (Danny DeVito) as a cautionary tale of conflict escalation. The film shows conflict
types and the results of managing conflict poorly.
The Hunger Games (2012, 142 minutes). Katniss Everdeen (Jennifer Lawrence) volunteers
to take the place of her sister in the Hunger Games, a televised fight to the death in which
twelve teenagers are chosen at random to compete. This movie is effective for demonstrating
how the “games” possesses all the features of conflict: expressed struggle (for survival);
incompatible goals (one contestant’s win means death for the others); scarce rewards
(weapons, food, water); interdependence (the contestants’ fates are linked together). The film
also highlights how Katniss uses collaboration to survive and win the hunger game
competition.
Zero Dark Thirty (2012, 157 minutes). After September 11, 2011, CIA intelligence expert
Maya (Jessica Chastain), is assigned to Pakistan to seek out Osama bin Laden. As a woman
in a male-dominated hierarchy, she is often overlooked and belittled. She gradually earns
acceptance by being tireless, strong willed, and assertive—qualities typically associated with
masculinity.
The Social Network (2010, 121 minutes). Mark Zuckerberg (Jesse Eisenberg) creates the
social networking site that would become known as Facebook. The film provides several
examples of technology’s influence on conflict: for example, the consequences of blogging
about a breakup, the dangers of online gossip, and the power of cyberbullying (when Mark
and his friends develop an algorithm for ranking the attractiveness of their female classmates
online).
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Whiplash (2014, 107 minutes). Andrew Nieman (Miles Teller), a promising young drummer,
enrolls at a cutthroat music conservatory where his dreams of greatness are mentored by
Terence Fletcher (J.K. Simmons), an instructor who will stop at nothing to realize a student’s
potential. This movie is useful for examining emotional intelligence, power, and conflict
management.
House of Cards (2013, TV series). Betrayed by the White House, Congressman Francis
Underwood (Kevin Spacey) embarks on a ruthless rise to power. This show is useful for
examining the dark side of power and conflict. There are many examples of power currencies
and conflict management styles, including betrayal and blackmail.
Web Resources
The Importance of Communication in Conflict Management
https://www.linkedin.com/pulse/importance-communication-conflict-management-anita-
theis/
This article examines the important role that communication plays in managing conflict in
multiple contexts to include individual, corporate, and cultural conflict.
Communication and Conflict
https://www.communicationandconflict.com/
This website offers resources for understanding and managing interpersonal conflict.
Conflict Sensitivity Consortium
http://www.conflictsensitivity.org
This website offers guidance on “conflict sensitivity” on a large humanitarian and peace-
keeping scale. The site defines what conflict sensitivity is, what it looks like in practice, and
how to implement, monitor, and evaluate specific interventions.
Teaching Tolerance
www.tolerance.org
Sponsored by the Southern Poverty Law Center, this award-winning website provides
teaching and discussion resources related to issues of bigotry and hate.
“Twister Heals Alabama Town Fractured Over Immigration”
http://news.yahoo.com/twister-heals-ala-town-fractured-over-immigration-131958548.html
This article focuses on how a tornado was an impetus for change in intercultural relations in
Kilpatrick, Alabama. The article focuses on how community relations were improved as a
result of cooperative conflict management skills.
“The Power of Forgiveness”
https://www.youtube.com/watch?v=b65xefiHB1M
This video provides personal testimony on accepting apologies and the power of forgiveness.
“What Makes Conflict? How Are Conflicts Resolved?”
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https://www.psychologytoday.com/blog/resolution-not-conflict/201211/what-makes-conflict-
how-are-conflicts-resolved
This article examines conflict resolution tips for tensions that arise at work and in the home.
“Gottman’s 4 Horsemen of the Apocalypse’”
https://www.youtube.com/watch?v=tQOgAgfDm_8&feature=related
This video provides insight into the “4 Horsemen of the Apocalypse,” which psychology
scholar John Gottman believes corrode marriages and cause their possible termination.
“Managing Conflicts with Email: Why It’s So Tempting”
https://www.psychologytoday.com/blog/threat-management/201001/managing-conflicts-
email-why-its–so-tempting
This article focuses on why using e-mail to manage office conflicts is ineffective.
MUSIC RECOMMENDATIONS
The following music examples have been included for illustrating interpersonal
communication concepts addressed in this chapter. It is recommended that the instructor
preview songs before using them, as some contain adult language. Each instructor must
decide what is appropriate for his or her class.
“Breaking Through,” performed by The Wreckage
“Karma,” performed by Alicia Keys
“Talk It Out,” performed by Cradle Orchestra featuring Nieve and Jean Curley
“Battlefield,” performed by Jordin Sparks
“Underneath,” performed by Alanis Morissette
“Dirty Day,” performed by U2
“Wrecking Ball,” performed by Miley Cyrus
“Shake It Off,” performed by Taylor Swift
“I’m Not the Only One,” performed by Sam Smith
“We Can Work It Out,” performed by The Beatles
“20 Years,” performed by The Civil Wars
“Sorry Seems to Be the Hardest Word,” performed by Elton John
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Chapter 10: Managing Conflict and Power
Lecture Outline
I. Conflict is the process that occurs when people perceive that they have incompatible
goals or that someone is interfering in their ability to achieve their objectives.
A. Four features characterize most conflicts:
1. Conflict begins with perception.
2. Conflict involves clashes in goals or behaviors.
3. Conflict is a process.
4. Conflict is dynamic.
B. Conflict can devolve into kitchen-sinking, in which combatants introduce topics
that have little to do with the original disagreement.
II. Close relationships are most likely to experience conflict challenges.
A. Prolonged contact and frequent interaction present opportunities for disagreements
over three main issues:
1. Irritating partner behaviors (e.g., annoying personal habits)
2. Disagreements regarding relationship rules (e.g., one partner wants cell phones
off during dinner and the other does not)
3. Personality clashes (e.g., a workaholic friend clashing with a lazy friend)
B. Conflicts with loved ones are often intense and emotionally draining experiences,
often affecting future encounters and relationships.
III. Power, the ability to influence or control other people and events, has a close
connection to conflict.
A. Power has four defining characteristics:
1. Power is always present.
a. Power may be balanced, as in the case of a symmetrical relationship
(friend/friend), or it may be imbalanced, as in the case of a complementary
relationship (employer/employee).
b. According to Dyadic Power Theory, people with only moderate power are
most likely to use controlling communication.
c. People with high power feel less need to display power because they know
their communication will be listened to and their wishes granted.
2. Power can be used ethically or unethically.
4. Power influences conflicts, whereby people wield whatever power they have in
1. Resource currency includes material things such as money, property, and food.
3. Social network currency involves links with influential others, such as friends,
family, and acquaintances.
5. Intimacy currency exists when you share a close bond with someone that no one
else shares.
C. Gender has a significant role in the enactment of power.
1. In patriarchal societies, men have used cultural practices to maintain their
societal, political, and economic power.
2. The power difference manifests itself in men’s tendency to expect women to
listen attentively to everything they say, while men select the topics they wish to
attend to when women are speaking.
3. Women often feel as though their viewpoints are ignored at home and at work.
D. Views of power differ significantly across cultures.
1. In any culture, views of power depend on the degree to which the culture values
each type of power currency. For example, Asian and Latino cultures place very
high value on resource currency, so wealthy people are perceived as more
powerful in those cultures.
IV. Conflict is typically managed in one of five ways: avoiding, accommodating,
competing, reacting, or collaborating.
A. Avoidance, the most frequently used approach to handling conflict, occurs when
you ignore the situation or communicate ambiguously when conflict arises.
1. Skirting involves avoiding conflict by joking or changing the topic.
2. Sniping is communicating in a negative fashion, then abandoning the situation or
refusing to continue with the exchange.
3. Avoidance may lead to cumulative annoyance, when our repressed annoyance
grows as the mental list of grievances we have against our partner accumulates.
5. Nonetheless, avoidance can be a wise choice for managing conflict in situations
where emotions run high. Taking time to “cool off” before seeking resolution can
facilitate calmer interaction at a future time.
B. Accommodation occurs when a person abandons his or her own goals and
acquiesces to the desires of the other person.
1. Accommodation is more likely to occur when a power disadvantage exists.
2. Love may also cause us to suppress our goals and desires in favor of the other.
2. At a minimum, competitive approaches can trigger defensive communication.
3. A risk of the competitive approach is escalation, a dramatic rise in emotional
intensity and increasingly negative and aggressive communication.
© 2019 Macmillan Learning. All rights reserved.
2. People prone to reactivity have little interest in others as individuals and do not
1. Compromise is often the result of using a collaborative approach.
2. Wilmot and Hocker offer four suggestions for collaboration:
a. Attack problems, not people by talking about the conflict as something
separate from the people involved.
b. Focus on common interests and long-term goals, keeping the emphasis on
commonalities instead of differences.
c. Create options before arriving at decisions—in a word, negotiate.
d. Critically evaluate the solution to determine if it is equally fair to the
parties involved. This step should be repeated as necessary.
V. Gender socialization creates different ways for men and women to approach conflict
resolution.
A. Women are socialized to avoid and suppress conflict and to sacrifice their own goals
to accommodate others when conflict is inevitable.
B. Men learn competitive or even violent approaches to handling relationship distress.
C. When experiencing conflicts with men and women use a collaborative approach and
avoid criticism, insults, or threats that may escalate the conflict.
VI. Individualistic and collectivistic cultures view conflict differently.
A. People from collectivistic cultures are more likely to manage conflict through
avoidance or accommodation.
B. People from individualistic cultures are more likely to compete, react, or
collaborate.
C. Focus on Culture: Accommodation and Radical Pacifism: An extreme form of
accommodation is radical pacifism, based on the belief that we have a moral
obligation to behave in selfless and self-sacrificial ways to end conflict.
1. The practice of radical pacifism means discovering what someone else wants
2. The practice of radical pacifism cuts across countries, ethnicities, and social
classes; it is primarily rooted in the religious culture in which you were raised.
D. William Gudykunst and Young Yun Kim suggest some strategies for approaching
conflict with a person from a collectivistic culture:
1. Collectivists may prefer to have a third person mediate the conflict.
2. Avoid humiliating or embarrassing the person.
3. Pay special attention to the other person’s nonverbal communication and implied
verbal messages.
4. Be more indirect with verbal messages than usual, using “maybe” and “possibly.”
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5. Move on from the situation if the other person does not recognize that the conflict
exists or does not want to deal with it.
E. The following suggestions are helpful when dealing with persons from
individualistic cultures:
2. Focus your attention on the issues involved in the conflict—not the personalities.
4. Provide more verbal feedback than you typically do.
VII. Because so much daily communication occurs via technology, conflicts often occur
through texting, instant messaging, e-mail, and social media posts.
A. The inability to see nonverbal reactions to messages makes such media ill-suited for
resolving conflicts; therefore, it is best to take the encounter offline.
B. However, if the conflict must be dealt with online, follow five guidelines:
1. Wait and reread. When you receive a message that provokes you, don’t respond
right away to avoid communicating when your anger is at its peak.
3. Seek outside counsel. Discuss the situation offline with someone you know and
trust before responding to online conflict.
5. Communicate competently. Use “I” language and appropriate emoticons, express
empathy and perspective-taking, encourage the other person to share thoughts and
feelings, and communicate willingness to negotiate a mutually agreeable solution.
VIII. Conflicts can have short-term and long-term resolutions or outcomes.
A. Short-term conflict resolutions typically take one of five forms:
1. Some conflicts end through separation, the sudden withdrawal of one person
from the encounter.
2. Domination occurs when one person gets his or her way by influencing the other
to engage in accommodation and abandon his or her goals.
a. Conflicts that end with domination are often called win-lose solutions.
4. Through integrative agreements, the two sides preserve and attain their goals by
developing a creative solution to their problem.
a. Effective integrative agreements create win-win solutions.
5. With especially intense conflicts, structural improvements may change the
basic rules or understandings that govern the parties’ relationship in order to
forestall further instances of conflict.
B. Your response to conflict can have a long-term effect on your relationship.
1. Avoidance and reactivity have negative effects on relationship satisfaction
because they fail to address problems directly, and they prolong conflict.
3. Accommodation and competition have unpredictable long-term outcomes.
IX. Close relationship conflicts are fraught with five potent challenges.
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A. Self-enhancing thoughts cause us to perceive conflicts in ways that make us look
right and others look wrong.
1. We tend to attribute conflicts to long-term differences that can’t be overcome.
2. Improving conflict begins with assessing your perceptions and attributions. Some
questions to ask are:
a. Is my partner really being uncooperative, or am I making a faulty attribution?
b. Is my partner really solely to blame, or have I also done something to cause
the conflict?
c. Is the conflict really due to ongoing differences between us, or is it actually
due to temporary factors such as stress or fatigue?
B. When conflicts escalate and anger peaks, destructive messages are often conveyed
in the form of sudden-death statements (threats to end the relationship) and dirty
secrets (revelations introduced for the purpose of inflicting emotional damage).
C. Another conflict challenge we face in close relationships is serial arguments: a
series of unresolved disputes, all having to do with the same issue.
1. Many serial arguments involve heated verbal battles; endless serial arguments can
often lead to the termination of relationships.
2. According to the serial argument process model, the course that serial
arguments take depends on a number of factors: the goals that individuals possess,
the approaches they adopt for dealing with the conflict, and the perception after
the argument of whether or not the conflict is resolvable.
3. Others take the form of demand-withdraw patterns, in which one partner in a
relationship demands that his or her goals be met, and the other partner responds
by withdrawing from the encounter.
D. Physical violence is a strategy that people may resort to if they cannot think of a
better way to deal with conflict or they believe no other options are available.
1. Both men and women use violence as a strategy for dealing with conflicts.
3. When you experience violence in a relationship, you should:
a. Seek help from family members, friends, and law enforcement officials, if
4. If you are inclined to violence in relationships, you should:
a. Revisit the anger management techniques discussed in earlier chapters.
b. Follow the suggestions for constructively handling conflict described
previously.
c. Seek professional counseling if you are unable to control your impulses
towards violence.
E. A final conflict challenge is that some disputes are unsolvable and no amount of
collaborating will fix things. In these circumstances, the relationship may not be
salvageable because the parties’ objectives are fundamentally in opposition.
X. Making Relationship Choices: Dealing with Family Conflict
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A. Parental expectations, power differences, emotions, and generational values all pose
complex challenges to effectively managing conflict within a family.
B. Imagine a situation in which your young cousin, Devdas, is going through a
rebellious phase and offends many of your other family members, creating conflict.
Your family is very traditional and your parents and brother disapprove of Devdas’s
behavior. Your parents send you an e-mail asking you to side with them against
Devdas.
C. Reflect on your thoughts and feelings about the situation and consider your parents’
perspectives.
D. Given all of the reflective information, identify the optimal outcome.
E. How would you use the power principles—collaborative approaches to dealing with
conflict, and conflict-resolution techniques—to approach this problem?