Module 5: Confrontation and Conflict Resolution

Table of Contents

1. Think About It!
2. In This Module
   1. The Key to Positive Relationships
   2. Creating a Positive Communication Climate
   3. Defensiveness in Communication
   4. Preventing Defensiveness in Others
   5. Responding Non-Defensively to Criticism
   6. What is Conflict?
   7. Conflict Styles
   8. Steps to Conflict Resolution
   9. Conflict Outcomes
3. Review
4. Resources used in preparing this Module

Conflict Outcomes

There are three outcomes to conflicts:

• win-lose
• lose-lose
• win-win.

A win-lose outcome occurs when one person gets what he or she wants and the other person gets nothing. This approach often disintegrates into a lose-lose situation because both parties eventually suffer. In win-win solutions, everyone's needs are satisfied and both parties come out of the conflict feeling satisfied.