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Dealing with Conflict

After completing this chapter, you should be able to:

1. Describe the three ego states of transactional analysis.

2. Explain the three types of transactions.

3. Identify the differences between passive, aggressive, and assertive behavior.

4. List the four steps of assertive behavior.

5. Explain when a conflict exists.

6. State when and how to use five conflict management styles.

7. List the steps of initiating, responding to, and mediating conflict resolutions.

8. Define the following 14 key terms (in order of appearance in the chapter):

transactional analysis

accommodating conflict style

ego states

compromising conflict style

types of transactions

collaborating conflict style


initiating conflict resolution steps


XYZ model

forcing conflict style

responding to conflict resolution steps

avoiding conflict style

mediating conflict resolution steps

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