Summary and Feedback

IDevice Icon Interpersonal Skills Summary

In this module you were introduced to interpersonal skills that are helpful in dealing with conflict.

You learned how to:

  • Identify basic communication behaviors that may trigger conflict by communicating disrespect through disconfirmation;
  • Identify disrespectful behavior and how to avoid showing indifference, imperviousness and disqualification;
  • Use language strategies for communicating respect and sending confirming messages of recognition, acknowledgment and endorsement;
  • Identify communication behaviors that increase defensiveness, i.e., evaluation, control, strategy, neutrality, superiority, and certainty;
  • Use supportive communication skills to reduce defensiveness, i.e, description, problem orientation, spontaneity, empathy, equality and provisionalism;
  • Meet the challenge of face saving while avoiding face threatening communication.

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