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

Creating a Positive Communication Climate

Children, youth and adults form opinions about self-worth based on their interactions with the significant others in their lives. Good feelings about yourself develop in response to the manner in which others communicate with you. Through your verbalizations you can create either a positive or negative verbal environment.

A positive verbal environment is one in which all participants feel valued. Acknowledging the value of others by greetings, talking about matters that interest them, and listening attentively and without interruption are fundamental ways to demonstrate caring and respect. Other strategies include using behavioural and paraphrase reflections as well as open-ended questions. All of these techniques convey the messages, "You are important. You are special."

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