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

Review

• Communication climate is defined as "the emotional tone of a relationship."
• Confirming communications are messages that convey "value."
• Disconfirming communications are messages that convey a lack of positive regard.
• Positive communication techniques convey the messages, "You are important. You are special."
• The clear message format provides a clear yet nonthreatening way to communicate.