Chapter 8: Improving Interpersonal Relationships

3. people may have strong opinions but are willing to acknowledge that they don't have a corner on the truth and will change their stand if another position seems more reasonable
5. focuses on the speaker's thoughts and feelings instead of judging the listener
7. conveys a message in a roundabout manner in order to save face for the recipient
9. messages that show you are valued
14. neither side is satisfied with the outcome
16. when a sender seems to be imposing a solution on the receiver with little regard for the receiver's needs or interests
17. handles conflict by expressing the needs, thoughts, and feelings clearly and directly but without judging others or dictating to them
18. goal is to find a solution that satisfies the needs of everyone involved

1. the most visible way that disconfirming messages reinforce one another
2. most people become irritated at judemental statements, which are likely to be interpreted as indicating a lack of regard
4. confronts the other person in a way that attacks his or her position - and even the dignity of the receiver
6. the inability or unwillingness to express thoughts or feelings in a conflict
8. is what evaluative language is often described as because most statements contain an accusatory use of that word
10. more subtle than its aggressive cousin, when a communication expresses hostility in an obscure way
11. rather than fighting, the parties slowly lessen their dependence on one another, withdraw, and become less invested in the relationship
12. communicators focus on finding a solution that satisfies both their needs and those of the others involved.
13. a form of descriptive communication because instead of putting the emphasis on judging another's action, the descriptive speaker explains the personal effect of the other's action
15. conflicts in which one party achieves his or her goal at the expense of the other