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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