Managementul conflictului verbal. Trei puncte de vedere teoretice
Management of Verbal conflict. Three Theoretical Points of View

Summary/Abstract: In the first theory presented, Deutsch mainly suggests that a cooperative orientation to conflict is more beneficial than a competitive one as long as you have social support. There is another point worth mentioning: conflict should be reframed as our problem, thus requiring cooperative efforts. Reframing conflict brings about norms of cooperative behavior such as: identification of common ground, taking responsibility, responsiveness, and honesty. A very practical point of view is adopted by Tracy, who focuses on the management of interactional troubles that arise between 911 callers and operators. Her main argument is that the caller and the called parties operate with different frames. The third theory presented, the one belonging to Vuchinich, centers on how verbal conflict eventually comes to an end, in the form of three patterns of interaction.

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