Comunicarea CA Generator de Conflicte

8/13/2019 Comunicarea CA Generator de Conflicte

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Politehnica Timisoara

Facultatea de Management in Productie si Transport

Comunicarea ca generator de conflicte



Student:Ungureanu Gheorghe Catalin

CUPRINS

1. INTRODUCERE..................................................................................................................................................3 2. TIPURILE DE CONFLICT............................................................................................................... .......53. STRATEGII DE REZOLVARE A CONFLICTULUI.........................................................................................94. DINAMICA PROCESULUI CONFLICTUAL..................................................................................................135. MANAGEMENTUL ABORDĂRII CONFLICTULUI.....................................................................................156. CORELAŢIA CONFLICT - COMUNICARE...................................................................................................1BIBLEOGRAFIE....................................................................................................................................................2!

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1. INTRODUCERE

Conflictul a fost definit de-a lungul timpului intr-o multitudine deforme. Disputa, neintelegere, litigiu, dezacord, diferend, divergenta sunttermeni u zuali pe care ii auzim mereu si care au legatura cu existenta unorstari conflictuale. In momentul in care are loc o ciocnire intre interesele,conceptele sau orgoliile unor persoane avem de-a face cu un conflict. Iaracest lucru se intampla extrem de des in viata de zi cu zi. Exista diferitetipuri de conflicte: conflicte intrapersonale, conflicte interpersonale, conflictede grup, conflicte organizationale, conflicte sociale samd. Desfasurareafiecarui conflict parcurge anumite etape cele mai importante fiind:

dezacordul, confruntarea si rezolvarea. Dezacordul este faza initiala aconflictului in care partile constientizeaza ca au abordari diferite cu privire lasituatia generatoare de conflict. In situatia in care acest dezacord este inimposibilitate de a fi solutionat de catre parti si nu se gaseste o solutie decompromis, imbratisata de catre toate partile implicate, se ajunge laconfruntare. Aceasta poate imbraca diverse forme : de idei, verbala, fizicaetc. Cei implicati sunt cei care decid formele acesteia. ezolvareaconflictului poate sa imbrace forme amiabile sau litigioase. ezolvareapoate sa fie realizata de catre parti in situatia in care gasesc modalitati destingere a acestuia, de parti asistate de anumite persoane !de mediatorconform legii "#$%$&&'( sau de catre altcineva prin impunerea unei solutii!instanta de judecata, curtea de arbitraj etc(.

Conflictul are cauze multiple si este initiat de catre una dintre acestecauze, pe fondul unei acumulari indelungate. Evident, acest lucru nu estevalabil in cazul conflictelor spontane care sunt favorizate de anumite trairisau stari de moment. Cauza cea mai frecventa care genereaza conflictuleste lipsa de comunicare sau comunicarea deficitara. Aplanarea conflictuluieste imposibila in situatia in care lipseste comunicarea intre partile implicate

in conflict. Din acest motiv, tensiunile dintre parti se amplifica si in final seajunge la pozitii aparent ireconciliabile.

Acesta este momentul in care institutia mediatorului isi gasesteaplicabilitatea si utilitatea. In cadrul sedintei de mediere, se realizeaza unlucru important care constituie un prim pas in solutionarea conflictului:partile reincep sa comunice. C)iar daca la inceput !in sedinta comuna(tonalitatea si intensitatea discutiilor dintre parti pare ca ascunde pozitiiireconciliabile, pe parcurs si in special in sedintele separate, partile incep sagenereze optiuni de solutionare a conflictului. Acestea sunt puncte de

plecare importante care pot duce intr-un final la intersectarea intereselor

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partilor implicate si la nasterea unei solutii de solutionare a conflictului,reciproc agreate.

ezolvarea conflictului este in unele cazuri imposibila insa comunicareadintre parti poate sa-l atenueze, cu ajutorul unui mediator, specialist insolutionarea conflictelor. Important este momentul in care partile reusesc sanu se g)ideze dupa orgolii ci dupa interesele concrete pe care le urmaresc.Conflictul poate sa fie depasit si doar de catre parti insa fara ajutorul unuispecialist exista riscul amplificarii acestuia intrucat un conflict nesolutionatda nastere si altor conflicte.

In concluzie, lipsa de comunicare este principala cauza a aparitieiconflictului iar momentul in care aceasta este reluata constituie punctul deplecare al solutionarii conflictului.

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2. TIPURILE DE CONFLICT

C" #$%&$'( conflictul )$%*+, )*' "#*'$/0 /'*/#0( /"%$ '$"&', "*'$ &%$0', /0 %"( *"% /" $'&$'( #%*+*# )*/*'"%00* )$ /*7*$($&'**/, 8**" )$/*,( 0#" '#%$ *')*+*8*( 7%00%*( /"$ /*"$( "%#*)$(/&0'*#,*( #"#$ /0 *'#$%$$ $/'&*/$( *#*/$( %$*7*"$( $#'*/$( %"*"$)*+$%7$'#$ "0 *'/&"#*:*$( /0 $$/#$ )*#%0/#*+$ "0%" *'#$%"/*0'*%/*"$.

D*/*'"%0 )$ *7*$ )$*'$;#$ /'*/#0 )%$# 0#" )$ #$')*'$( )$*'#$%$$( *#0"*$ ' /"%$ $ 7,$;#$ 0' *')*+*) 00 0'% %$ +$/#%*" 0$ ;*)$ 0#$%* "%"$ $7"$.

Conflictul $#$ #"%$ #$'*'", /"%$ ""%$ "#0'/* /<') )0, "0 &"*

&0#$ ,%* )*' /")%0 %7"'*8"*$* #%$:0*$ , *'#%$ ' *'#$%"/*0'$ $'#%0 "')$*'* "%/*',( " 0" )$/*8*$ ;* " %$"*8" 0' :*$/#*+( "0 " 0*'"

%:$&,( ;*=- *'#$%$$$ ,%*% 0'# )*$%*#$>-"/*0'*$ 0'$* ,%* )$#$%&*', %$"/** '$7"#*+$ " "**>-,%*$( *'/"":*$ , 0*'$8$ /'#%+$%"( $ /%*#*/, %$/*%/.

P$'#%0 " /'#0%"( 0//*'# 0#**#"#$" %"/#*/, " "/$#$* %:$&"#*/*(%$"&*'#*& /, #$%**$ &)$%'$ "0%" /'*/#00* +*8$"8, , $?*/$ "$/#$

%$/0&=

@ /"08$$ &"'*$#$ ;* #$'*"$ "$ /'*/#00*>@ "8$$ $ /"%$ $ "%/0%7$ /'*/#0 ' $+0*" ">@ &)"*#,*$ )$ %$8+"%$ " /'*/#00*>@ $$/#$$ )*%$/#$ * *')*%$/#$( *&"/#0 % ' )*$%*#$ %*8'#0%*#$&%"$>@ 0'/**$ ;* )*0'/**$ "$ ' /")%0 *#$&$% /*"$@ #*0%*$ ;* "%*" )$ /0%*')$%$ " /'*/#00*>@ &"'"7$&$'#0 /'*/#00*>@ '$7/*$%$" ;* &$)*$%$" ' %/$0 0*',%** /'*/#00*.

E?*#, ;* %"&0%, ;#**'**/, /$ $ /'"/%, "%0'),%** "/$#0*$'&$' '0&*#, /'*/#7*".

D*' $%$/#*+" "/$#$* '* )*/**'$ ;#**'**/$( ""#, " *'#$%$/*" &"*&0#% ;#**'$( %$/0& *7*"( /*7*"( $)"77*"( )%$#0( *#7*"(&"'"7$&$'#0 ;* $#*/"( /'*/#0 '0 #%$:0*$ %*+*# /" **') /$+" &"*7'( )$ /"%$#%$:0*$ , '$ $%*&( ,-1 "/0')$&( $+$'#0" ;* , '$ "/$& /, '0-1 +$)$& )"/,""%$ /0&+"( /* /" 0' $'&$' *%$/( *'$%$'# *'#$%"/*0'** /*"$( 7$'$%"# )$',;* )*+$%*#"#$" "&$'*%( )$ 0'*/*#"#$" *$/,%0* *')*+*).

D"%( '0 #"#$ /'*/#$$ 0'# disfuncţionale, /* 0'$$ )*'#%$ $$ "0

caracter funcţional, ')$*'$/ 0' *&%#"'# rol stimulativ, /'/0%$'*"()*'"&*8"#% " 7<')*%** ;* "/*0'** "&$'*% " $ +$)$"( ' /"80 "%&"#$*(

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"*/"**$ #"/#*/$ ' #$%$' /0 )0:, "%#*),( /"%$ 7$'$%$"8, *%*#0/'/0%$'*" '#%$ /&"')"&$'#$ ;* $?$/0#"'** $;""'$% "%#*/*"'#$ "0/"80 /&$#***% )*'#%$ 0:0'*#,* " #%"7$%*( %$7,#*%$ *8*/, $#/..

D$/*( '*0'$" )$ /'*/# $ %$$%, "#<# " /'*/#0 /0 $$/#$ '$7"#*+$

'$%)0/#*+( /<# ;* " /'*/#0 8*#*+ %)0/#*+( /0 $$/#$ :$'$*/$"0%" *')*+*)00*( 7%000* "0 %7"'*8"*$*. C'*/#0 8*#*+ "#$ #$#"*)$*$( "#$ #*&0" 7$'$%"%$" )$ "#$%'"#*+$ %$$%*#"%$ " )$/*8*$ ;*&*$)*/, 0"%$" )$/*8** %**#$( "#$ %*)*/" '*+$0 )$ '$$7$%$ " %:$&$%(

"#$ /%$;#$ *&*/"%$" &$&:%*% 7%000*( "#$ #*&0" *'#$%$0 ;**'#$%"/*0'$"( 7<')*%$" /%$"#*+, ;*( )$/* /"*#"#$" )$/*8**% ;* ")$%"%$" "*&$&$'#"%$" %.

' +*"#" 0'$* %7"'*8"**( " 0'0* 7%0( ' "/#*+*#"#$" %$*'",(/'*/#$$ 0'# *'$+*#":*$. E$ # , ")0/, &"%* %$0)*/** %)0/#*+*#,**( )"%

# * *''*&$ /0 )*'"&*&0 ;* %7%$0. S0%$$ )$ /'*/# )*'#%-%7"'*8"*$ '0 # * $*&*'"#$( )"% &"'"7$%0 #%$:0*$ , *$ ' &,0%, ,*)$'#**/$ "/$#$ 0%$( , '$$"7, '"#0%" %( $'#%0 /" "*( "+<') ' +$)$%$("#<# :*$/#*+$$ %7"'*8"*$*( /<# ;* "$ *')*+*)00*( , "#, "/*'" ' +$)$%$"%$)0/$%** $$/#$% '$7"#*+$ ;* " *%** $$/#$% 8*#*+$. I' *#0"**$ /"%$ "0)%$# :*$/#*+ /'/**$%$" 0'% 0'/#$ )$ +$)$%$ 0$( %&" $/**/, )$/&0'*/"%$ *#, $#$ '$7/*$%$".

U' /'*/# )$ '*+$ &$)*0 $#$ '$/$"% $'#%0 " $%&*#$ $+0*" %/$$% %7"'*8"*'"$ ;* " %$7,#* #$%$'0 $'#%0 /*&:"%$. C'*/#0 "#$ )" '";#$%$ &#*+"*$* )$ " %$8+" %:$&$$ /"%$ "#$ #%$/ '$:$%+"#$(

0#<') )0/$ " 0' /&%#"&$'# /%$"#%.a. Din punct de vedere al esenţei lor, /'*/#$$ $ # &,%*( )0,

*'**$ $?%*&"#$ )$ S/&*)# ;* /"'( ' )0, /"#$7%**= /'*/#$ $$'*"$ )$ 0:#"', ;* /'*/#$ "$/#*+$. L" "/$#$"( "& &"* 0#$" "),07" ;* " #%$*"/"#$7%*$( $0)-/'*/#$$ "0 /'*/#$$ )$ &"'*0"%$.

a. 1 .Conflictele esenţiale / de substanţă 0'# )$#$%&*'"#$ )$ $?*#$'"0'% :*$/#*+$ )*$%*#$ ;* $ &"'*$#, /0 &"* &"%$ *'#$'*#"#$ "#0'/* /<')*')*+*8** ;* "#*"/ %%**$ '$/$*#,* %*' *'#$%&$)*0 7%000*. R$)0/$%$"#,%*% /'*/#0"$ $ %$"*8$"8, %*' %*$'#"%$" %$ "/$$ :*$/#*+$ /"%$ $%&*#

%$"*8"%$" 0'0* /'$'. C0 /<# :*$/#*+0 $#$ &"* /"% )$*'*#( &"* /'/%$#( /0"#<# ;"'$$ )$ 0*'"%$ " /'*/#00* 0'# &"* &"%*.

O %&, ""%#$ " /'*/#$% )$ 0:#"', /'#*#0*$ /'*/#0 )*'#%$7$'$%"**. A/$# /'*/# $#$ &"* 0#$%'*/ ' *#$&$$ )$ /')0/$%$ "0#%*#"%$(' /"%$ /$* /$ )$*' #0%*$ )$ )$/*8*$ /$*$ ;* *&0' %%**$ %"*'"&$'#$("+<') )%$# "%70&$'# $?$%*$'" ')$0'7"#, ' "#$ )$ 7%00%*( )$/*8**$ 0'#%"%#"#$ " *#0"**$ #%$/0#$( /*&:,%*$ 0'# $'#$ ;* '$$$'*"$ *"% %&+"%$"$ "/$ )"#, /0 '"*'#"%$" ' +<%#,( /&$#$'" *')*+*8*% "+<') 0' % &*'%' %$*70%"%$" /"%*$%$*.

a. 2. Conflictele afective 0'# 7$'$%"#$ )$ #,%* $&*'"$ /"%$ +*8$"8,%$"**$ *'#$%$%'"$. T$'*0'$" /*", ;* #"%$" )$ 0*/*0'$ /'#*#0*$(

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$'#%0 %$"*#"#$" %&<'$"/,( )0, )*'#%$ %*'/*"$$ 0%$ )$ /'*/#. L")*&*'0"%$" #,%** /'*/#0"$ -"% 0#$" "0'7$( ' "/$# /"8( %*' $*&*'"%$""7%$*+*#,** ;* #**#,** )*' %$"**$ $%'"$.

a. 3. Pseudo-conflictele "0 conflictele de manipulare. A/$#$

/'*/#$ "0 ')$%$ *&%#"'#, ' /*$#,*$ ##"*#"%$ ;* #-##"*#"%$( **')0' %$80#"# " '$*'/$%*#,** ;* )$)0:,%** *')*+*8*%.

P%*'/*"$$ %&$ )$ &"'*$#"%$ "$ "/$#% /'*/#$ 0'#=-$0)-/'*/#0 $'#%0 salvarea imaginii;

-$0)-/'*/#0 /0 % )$ v!rf de lance;

-$0)-/'*/#0 *# /" atu.

P$0)-/'*/#$$ 0'# "'"#$ '#%$ )0, "0 &"* &0#$ 7%00%*( '#%$ /"%$$?*#, *'#$%$$ /&0'$( )"% /'#*'0"%$" /":*#,%** "% ")0/$ %$0)*/** 7%000*

)&*'"'# ' %"%#0%*$ "$ /0 "#$ 7%00%*. R"%#0%*$ )*'#%$ "/$#$ 7%00%*('#%$ /"%$ $ )$/"%, 0' /'*/#( $ &"%# ' )0, /"#$7%**= raporturi de

suprafaţă, vi"ibile ;* raporturi invi"ibile.1 L" '*+$ )$ 0%"",( /" 0%&"%$ " "/*0'*% %( )$ %$70, )*%*"#$(

7%00%*$ &*/*( "$%+*#$( %$*"0 #"#$ "%/*'*$ ;* %$'":**#,*$ '$,/0#$ "$7%000* )&*'"'#( )$+$'*') *'#" "#"/0%*% $?#$%'$( ' "/$# $( *:$%#"#$" ;* $%")$ "/*0'$ "$ 7%000* )&*'"'# /%$/.H

C" 0%&"%$ " %"%#0%*% *'+*8*:*$( 7%00 )&*'"'# $ "*70%,&'*#%*8"%$" "/*0'*%( %#$<')0-$ ' *#0"** /%*#*/$.

b.Din punct de vedere al subiecţilor aflaţi în conflict #al sferei de

cuprindere$ # $?*#" 0%&,#"%$$ /"#$7%** )$ /'*/#$=b.l. Conflictul individual interior ""%$ "#0'/* /<') 0' *')*+*) '0 ;#*$ /0

%$/*8*$ /$ #%$:0*$ , "/, ;* /$ $ /$%$ )$ " $( /<') /$%*'$$ &0'/** $ /"%$#%$:0*$ , %$#$8$ 0'# ' /'#%")*/*$ /0 "#$ /$%*'$ "0 /0 +"%*$ %%**(/<') *')*+*)0 /'*)$%, /, &0'/" $ /"%$ )$,;"%, $#$ 0: *:**#,*$"$. O "#$ )$ #"%$ #*&0$"8, "/0#*8"%$" /$%"#$ /"#$7%** )$ /'*/#$.

b.2. Conflictul dintre indivi"i din acela%i grup( din grupuri diferite "0din organi"aţii diferite 0'# /"08"#$( )$ %$70,( )$ )*$%$'$$ )$ $%'"*#"#$.A)$$" "/$#$ /'*/#$ $ )$/"';$"8, %'*')0-$ )$ " &"'*$%" ' /"%$ "&$'**

$%'"*8$"8, /'*/#$$.b.3. Conflictul dintre indivi"i %i grupuri $#$ %$$/#"%$ " &)00* '

/"%$ 0' *')*+*) %$/$*'$"8, #"%$" )$ %$*0'$ $ /"%$ 7%00 %%*0 "0 "#$7%00%* ;* %7"'*8"** $?$%/*#, "0%" ". E$/#$$ 0'% $%%&"'$ %$)0$ "$7%000* %%*0 "0 "$ "#% 7%00%* )*' /")%0 %7"'*8"*$* $ # %,%<'7$ '&) )*%$/# "0%" *')*+*)00*( %*' %*&" ""%*00* $ /"%$ "/$#" %*&$;#$"0 " "%$/*$%*% 7$'$%"$ '$"+%":*$. D$ &0#$ %*( " :"8" 0'% "#$ )$/'*/#$ #"0 %$"**$ *'#$%$%'"$ #$'*'"#$( $?*#$'#$ '#%$ *')*+*8* )*')*$%*#$ 7%00%* ;* %7"'*8"**.

b.&. Conflictul inter-grupuri "%$ )$ %$70, 0' /"%"/#$% /&$?( "#<# /"1 STOICA-CONSTANTIN A.( C'*/#0 *'#$%$%'". P%$+$'*%$( %$8+"%$ ;* )*&*'0"%$" /'*/#$%( E)*#0%" P*%&( 2!!4 "7. 3



7$'$8, ;* /"08$ "$ ""%**$*( /<# ;* %*' $$/#$$ /$ $ %)0/$ ;* &$#)$$&"'"7$%*"$ *#$ $'#%0 0*'"%$. S#*'7$%$" 0'% "#$ )$ /'*/#$*'#%, ' /&$#$'" &"'"7$%*% 0$%*%* ;* /'#*#0*$ %*'/*"0 #* )$ /'*/#*'/0 ' /"#$7%*" /'*/#$% %7"'*8"*'"$. A#$ )$ /'*/#$ ""% ")$$"

'#%$ $/#"%$$ 0'/*'"$ ;* /$$ )$ %)0/*$ "0 '#%$ /')0/$%$"")&*'*#%"#*+, ;* *')*/"#$.b.'. Conflictul dintre organi"aţii. I' &) %$/+$'#( "/$# #* )$

/'*/# $ &"'*$#, 0: %&" competiţiei $'#%0 %&+"%$" *&"7*'**%7"'*8"*$* ' *'#$%*%( :*'$%$" 0'% "+"'#"$ )*' 0'/# )$ +$)$%$ "/&$#*#*+*#,**.

c. Din punct de vedere al efectelor pe care le generează 0#$& *)$'#**/"0' /'*/# distructiv #disfuncţional$ ;* 0'0 benefic #funcţional$.

c. 1. Conflictul distructiv #disfuncţional$ "/$ /" %$0%$$ $%'"$ ;*%7"'*8"*'"$ , $ /'0&$ ' /')*** )$ #**#"#$( )*%$( $?*#<')

$%&"'$'#, #"%$ )$ '$&00&*%$. C'*/#0 $ "#$ )" /0 )$#%,&"%$"%7"'*8"**% "0 )*+*8"%$" "/$#%".

' /"80 0'% /'*/#$ )*#%0/#*+$( /&0'*/"%$" )*'#%$ /&$#*#%*)$+*'$ "'$+*", ;* '$)$&', )$ '/%$)$%$. C""/*#"#$" *$/,%$* ,%* )$ ":$%+" ;* )$ " %,0')$ " *'#$'**$ /$$*"#$ **') $%* "$/#"#,( $ "$$"8," )$'"#0%"%$" %$"*#,** ;* " :*'$%$" *'%&"**% $ )*$%*#$ /,*(/*%/0&/%*$ '#%- %&, "0 "#"( "/*0'*% )$ *'"( ' "#$ )$ /"80%*("/*0'*$ ' %,( )$'"#0%"%$" %$"*#,** 0'# /'*)$%"#$ )%$# &*"/$ $'#%0

:*'$%$" 0'% "+"'#"$ ", )$ /&$#*#%*.O:*'$%$" 0'% "+"'#"$ /&$#*#*+$ )$ /,#%$ 0'" )*' /$$ )0, ,%*(

"0 "'#*/*"%$" 0'$* "#$ )$ *#0"** $ )$"8, /0 %$"/*$ *&*"%, )*' "%#$" /&$#*#%00*( /'*/#0 #%"'%&<')0-$ )*'#%- *#0"*$ )$"'#"7'*& '#%- /'%0'#"%$ 0')"&$'#",. C0 /<# /'*/#0 "+"'$"8, *"%&*8$$ )$+*' &"* *&%#"'#$( /0 "#<# /%$/ $%#0%*$ ;* *'+$#***$ *$/,%$*

,%*( ;"'$$ "0'7$%** " 0*'"%$ **') ## &"* )*&*'0"#$.C'*/#0 )*#%0/#*+ $#$ /"%"/#$%*8"# )$ #$')*'" )$ $?"'*0'$ ;*

$/"")"%$. A/$"#, *'#$'**/"%$ " /'*/#00* $#$ *'0$'"#, )$ *&%#"'" ;*

'0&,%0 0'/#$% )$ )*0#,( )$ '0&,%0 "%#*/*"'*% )$ *$/"%$ "%#$()$ *&%#"'" ;* '0&,%0 %*'/***% ;* %$/$)$'#$% ""#$ ' /( )$/$#0*$*$ $ /"%$ "%#*/*"'** 0'# )*0;* , $ 0%#$ ;* )$ '0&,%0/'#%<'7$%*% &%"$ $ /"%$ /$* *&*/"* $ *&# *:$%* , $ ":"')'$8$ '#*&0 /'%0'#,%**.

c. 2. Conflictul benefic #funcţional$ "/$ /" *')*+*8** ;* %7"'*8"**$ ,)$+*', &"* /%$"#*+$ ;* &"* %)0/#*+$. C'*/#0 &*$)*/, *#0"**$ )$#"7'"%$ "$ *')*+*8*% ;* %7"'*8"**%( $*&*', #$'*0'*$ ;* "/**#$"8,$$/#0"%$" /*&:,%*%.

d.. Din punct de vedere al duratei şi modului de evoluţie /'*/#0 "#$*=

J



d.1. (pontan, )$/"';"# )$ /"08$ "$"#"%$ ;* /0 ""%**$ :%0/,. G"&")$ *#0"** /$ # 7$'$%" "$&$'$" /'*/#$ $#$ $?#%$& )$ "%7,( )$ "*#0"**$ )$ $?/$*$ <', " :"'"0 /#*)*"'. G%$0 )$ %$+,80# /" ""%**$ ;*$+0*$( "/$#$ /'*/#$ *' )$ *'$)*#0 0&"'. D$ :*/$*( /'*/#$$

'#"'$ 0'# )$ /0%#, )0%"#, ;* $ &"'*$#, " '*+$ *'#$%$%'".d. 2. )cut, 7$'$%"# )$ /"08$ $+*)$'#$( "/$# /'*/# "%$ $+0*$ /0%#,()"% /0 &"'*$#,%* *'#$'$. G%$+$$ /"8*'"$ 7$'$%"#$ )$ '$&00&*%* ""%*"$%* )$ /')***$ )$ 0/%0 *0#%$"8, "/$# #* )$ /'*/#. P*:**#"#$" )$ " $

%$+$'* ;* #" $#$ %*#, ' /&"%"*$ /0 /$$"#$ /"#$7%** )$ /'*/#.d. 3. Cronic, $#$ %+/"# )$ /"08$ "/0'$( /"%$ *' )$ "#0%" /%*#*/, "

$%'"*#,** 0&"'$ "&:***( )%*'" )$ 0#$%$( %"'/*0',( +$/* %,0*$* $#/..A/0&0"#$ ;* /&:*'"#$( ' #*&( "/$#$ /"08$ 7%$0 )$ )$*#"# 7$'$%$"8,/'*/#$ &/'*#$( /0 $+0*$ $'#, ;* )$ 0'7, )0%"#,. S0'# %$/+$'#$ " '*+$*'#$%$%'". )"% $ # )$8+#" ;* '#%$ /&"%#*&$'#$( 7%00%* *'%&"$(/')0/$%$ ;* 0:%)'"*.

3. STRATEGII DE REZOLVARE A CONFLICTULUI

S#0)**') %:$&" 7%00%*% ""#$ ' /'*/# A.C. F*$K )$/%*$ trei

tipuri de strategii de re"olvare a conflictului* /<;#*7,#%-'$/<;#*7,#%('$/<;#*7,#%-'$/<;#*7,#% ;* /<;#*7,#%-/<;#*7,#%.

P%*&$$ )0, #%"#$7** 0'# )*%$/*'"$ ' %*&0 %<') %$ :*'$%$" )$%$80#"#$( '$7*<') %$"**$ $ #$%&$' /0%# "0 0'7. A#&$%" 7$'$%"#, $#$

'$%)0/#*+,. F*$/"%$ )*'#%$ ,%* $ /'/$'#%$"8, "0%" %%**% *'#$%$$( 0'/#$ )$ +$)$%$ "0 %:$&$. P,%*$ )%$/ *$/"%$ , %$8+$ /'*/#0'#%-0' "'0&*# &) ;* '0 $?*#, *'#$%$ $'#%0 *)$'#**/"%$" *'#$%$$%/&0'$( " +"%*% %$$/#"#$ ' /&0' "0 " :*$/#*+$%( )%*'$%( *'#$%$$%/"%$ #"0 ' "#$$ 8***% ")#"#$. C'*/#0 $#$ "#$ 0#$%'*/

$%'"*8"#.(trategia de tip c!%tigător-nec!%tigător $#$ #**/, $'#%0 *#0"** ' /"%$= $#$ %$8$'# *')%&0 )$ ;$ $#$ 8**" $'#%0 " *&0'$ 0*$> $ %$/0%7$ " +# ;* $ ")#, %$70" &"%*#,**>

'0 0'# %**'*#$ "0 0'# ":#"#$ *)$*$ /"%$ +*' ' /'#%")*/*$ /0/$$ %%**.(trategia de tip c!%tigător-c!%tigător /'#*#0*$ %&" #*&, )$ %$8+"%$" /'*/#$%.

S$ "#$ "*/" )"/, '0 $?*#, %$*0'$" #*&00*( $" '$/$*#<') #*& &"*0'7. P,%*$ ;* )*%*$"8, $'$%7*" %$ '+*'7$%$" %:$&$*( '0 "

$%"'$%. A&:$$ ,%* /") )$ "/%) "0%" 0'$* 0** "//$#":*$. C$*"*&$&$'#,%** 0'$* "#$ )$ #%"#$7** $#$ "#*#0)*'$" &"'"7$%00*( /&$#$'"0* )$ /&0'*/"#% ;* $?*#$'" /*&"#00* )$ /$%"%$. I' "/$# /'#$?#

/'*/#0 $#$ "//$#"# )$ ,%* /" **') /$+" '%&" ;* 0#* ' %$8+"%$"#*&, " %:$&$%( ;* '0 0%, )$ #%$.

9



A/$"#, #%"#$7*$ "#$ "+$" 0//$ )"/, $ "*70%, )$ /,#%$&"'"7$%0 7%000* $?*#$'#" 0'0* &*'*& )$ condiţii, /0& 0'#=

$*&*'"%$" $'#*&$'#00* )$ %$*0'$ " #*&00*> $?*#$'" *:**#,** *'#$%"/*0'** )*%$/#$ ;* )$/*$ '#%$ ,%*>

&,%#,;*%$" %$/*%/, " *'%&"**%> "//$#"%$" "#00* /, :*$/#*+$$ "&:$% ,%* 0'# +"":*$ ;**&%#"'#$> '/%$)$%$" %$/*%/,> #* &$&:%** 7%000* ;#*0 /, ,%$%$" ;* &0'/" % $#$ 0#*, ;*

*&%#"', $'#%0 7%0> $ '$$7 /#0%*$ $ #$%&$' 0'7 "$ )*$%*#$% 0**> &$&:%** 7%000* 0'# :*;'0** , "/%)$ $$)-:"/ )$/%*#*+ ;*$/**/>

$ 0'$ "//$'# $ /0%* ;* :*$/#*+$ /&0'$( $ /,0#"%$"$?"0#*+, )$ 0** "#$%'"#*+$ " )*$%*#$ %:$&$( $ /"*#"#$ ;* $ *&*/"%$> $?*#, #$%"', $'#%0 0'/#$ )$ +$)$%$ )*$%*#$> $ 0' ;* $ "//$#, '#%$:,%*> $ &"'*$#, $?*:**#"#$ ' 8**" )$ *)$%.' %*/$ /'*/# #%$:0*$ , $?*#$ 0*$ #*&, ;* %$/*%/ "//$#":*,.

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+$)$%$ ;* # #*&0" /%$"#*+*#"#$". T%$:0*$ , %$0"* *'/$% *'**$ /$%"*.I' "/$# /'#$?# $#$ *&%#"'# , &*'*&*8"* $ /<# *:* *'#$%$%$'")*$%$'$% )$ #"#0# *$%"%*/ )$"%$/$ "/$#$" +, +% *#0" "0#&"# '#%-#":,%, 0,( *'*:<') %$8+"%$" #*&, " /'*/#00*.

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0#$" /')0/$ " +0'$%":**#"#$.A#*#0)*'$" )$ '/%$)$%$ "#%"7$ )0, *'$ '/%$)$%$( *"% /$" )$ '$'/%$)$%$

)*' "%#$" 0'$* ,%* %&+$"8, "#*#0)*'$ *&*"%, )*' "%#$" /$$*"#$ ,%*('/$$* %*' " "+$" '/%$)$%$ <', " %:" /'#%"%, ;* '0 *'+$%. C$%"%$" $#$ )$ %$$%"# /&$#**$*( *"% )*$%$'$$ )$ *'** 0'#

"%#$ *&%#"'#, " /$%,%**. N0&"* &"'"7$%0 *'/&$#$'# ;* **# )$'/%$)$%$ ' *'$ $ +" *&* ## #*&0 ' /&$#**$.H

R$8+"%$" /'*/#00* $#$ *:*, '0&"* %*'#%- /&0'*/"%$")$/+"#, ' "&:$$ $'0%*.

P$'#%0 " 0#$" *&$&$'#" strategie de tip c!%tigător-c!%tigător $#$%$/&"')"# , $ %$$/#$ 0%&,#"%$$ reguli*

** *&:"0 +$%:" ' #$%&$'* '$0#%*( '0 $&*'"*2 BURLOIU( P.( M"'"7$&$'#0 %$0%$% 0&"'$( E)*#0%" L0&" L$? SRL( B0/0%$;#*( 199 "7. 43

1!



$?$&0= ##0;* #*') , %$$% ":%)"%$" &$" )$"%$/$ ' / )$ *)$$" #"$#$ /&$# 7%$;*#,>

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8**$ *$%"%*/,( $'#%0 " '/0%"" *'#$%/0#%0 , ;* $?%*&$ 0'/#0 )$+$)$%$ $?$&0= /$ ,%$%$ "+$* )$%$ %*$/# ;* '0 %*$/#0 $#$ :0' "0'0>

$+*#"* '#%$:,%*$ )$ )*%*"%$ $?$&0= '0-* ";" /, ' *'#$'*" )$ "-1 )$#$%&*'" $ *'#$%/0#% , *$ )$ "/%) +$%:" /0 /$$" /$ "*%&"*> "*/"%$""/$#$* %$70* $#$ /0 "#<# &"* *&%#"'#, )"/, * 0'#$* *$%"%*/ 0$%*%

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"/$$";* 0/%0%* /" ;* *'#$%/0#%0> %$)0/$* "#$ )*#%*',%*$ )$ '"#0%, $%/$#0",>

** #*0 )$ /&0'*/"%$ ;* *&:"0 ")$/+"# #$%&$'*/0'/0* )$ *'#$%/0#% $'#%0 " /&0'*/" &$"$ /"%$> $+*#"* "#$$?*#$'" 0'0* /'*/# 7$'$%"# )$ )*#%*',%*$ $&"'#*/$ "0 $&*'"$>

'0 '#%$%0$* $ /$ /"%$ +%:$;#$ )$"%$/$ "*&$'#"* ' "/$# $/'*/#0> ,"*-1 , 0', ## /$ "%$ $ 0$#( )$"%$/$ #$'*0'$"( $'$%+"%$"

$ +% %$)0/$ *&*#% ' "/$# &) ;* /&0'*/"%$" +" 0#$" , "*:, / '/'#*'0"%$ ,%, )*#%*0'* &"%*. E#$ ")$$%* 0#* , 0'$* /*"% '#%$:,%*

$'#%0 " +, ,&0%* $?"/# /"%$ $#$ 0%" /'*/#00*> %"/#*/"* "/0#"%$" *'#$%"/#*+, )$ '"#0%, 0%#*+, $'#%0 " +,

"*70%" /, '$$7$* /%$/# $'#*&$'#$$ ;* $%/$**$ *'#$%/0#%00*> ** *&:"0 ''+$%:" /%$/#> $?%$*$ "/*", "0

8**$ " /%00* /"%$ 07$%$"8, %+/"%$ # %* /'*/#0 $%/$0#.P"%"*&:"0( ' "%#*/0"%( #'0 +/**( $#$ $?#%$& )$ *&%#"'# '#%- )*/0*$/'*/#0",( &"* "$ "#0'/* /<') #"%$" $&*'", '/$$ , $ &"'*$#$>

' /"80 *#0"**% )$*/"#$( ** %&" )$ /&0'*/"%$ ", ' ",('0 #$$'*/, "0 ' /%*( $'#%0 " :$'$*/*" )$ *&:"0 ''+$%:">

"/%)"* "#$'*$ /'#$?#00* *8*/ ;* *7*/ ' /"%$ "%$ //&0'*/"%$">

+ %$/0'";#$%$" "/%)00* /0 0'$$ 0'/#$ )$ +$)$%$ "$*'#$%/0#%00* "#$ %$)0/$ 0:#"'*" *'#$'*#"#$" /'*/#00*. N$7"%$"##", +" "/$ $ *'#$%/0#% , /"0#$ '* "%70&$'#$( , '/$%/$ , $ *&0',/*"% )"/, '0 %*' /'*'0#0 "%70&$'#$%( /$ 0*' %*' *'#$'*#"#$" +/**.

P$ #$&$*0 0'$* "$&$'$" +*8*0'* 8*#*+$( #*&*#$( /$ "%$ /" 0%#

*)$$" /, )*'#%-0' /'*/# *$/"%$ "%#$ "#$ /<;#*7"( /'*/#7*" $%,0' "7%*#& )$ 0/%0 0#* ' 0*'"%$" &&$'#$% )$ /%*8"( " #,%*%

11



#$'*'"$.'#%$ &)"*#,*$ )$ 0*'"%$ " /'*/#$%( medierea "/, 0' %

)$$:*#. C" &)"*#"#$ "/#*+, )$ %$8+"%$ " )*$%$')$%( &$)*$%$" "%$ / "/$%$%$" 0'$*" "0 " "&:$% ,%*( ' +*%#0#$" ')"#%*%*% )$ $%+*/*0( %$/0& ;*

)*' %%*$ *'**"#*+,( /0& $ '#<&, "#0'/* /<') )%*& , ""',&'$'$$7$%*$ )*'#%$ $%"'$$ "%*"#$.O%*/$ ;$ $#$ 0 )$#0 )$ )$ ' *#0"*" )$ " "/*'" $'#%0 #*'7$%$"

/'*/#$% ",%0#$ '#%$ 0:%)'"** ,*( *$ /" "/$;#*" $ ", $ "/$";* '*+$*$%"%*/( *$ /, 0'# *'$7"* ' 0'/*$.

Prima regulă $#$ "/$$" )$ " $ *'%&" #$&$*'*/ "0%" '";#$%** ;*$+0*$* /'*/#00*( "0%" "#*#0)*'** /$% *&*/"* ", )$ *#0"*" /%$"#,(#":**') /$ " "+0# )$ 0$%*# *$/"%$( )*' /"08" )*+$%7$'$% - *$%)$%$" )$"0#%*#"#$( )$ %$#*7*0( )$ #*&( )$ &*"/$ &"#$%*"$( #"%$" )$ #%$

0%#"#, $#/. (/<# 0'# )*0;* , /$)$8$ ' +$)$%$" #*'7$%** /'#%")*/*$*( /$"/#%* $?#$%'* "#$%"* &"* 0'# *'#$%$"* ' %$0'7*%$" "0 ' '/$*$%$"/'*/#00*.

) doua regulă /'#, ' #":**%$"( %*' *'#$%&$)*0 "0#"'"*8$*( "&,0%** ' /"%$ &$)*"#%0 $#$ '/*'"# , *" ",%"%$" 0'$*" )*'#%$ ,%**&"#**( "'#*"#**( :*7"**. N0 0'$& /, &$)*$%$" "%$ 0//$ )"% )"/, /$/"%$ +" /')0/$ $#$ $%$/# $/*)*#"'#( 0/%0 )$ :*/$* /0 '$0#*',( /* /,

,%#*'*%$" +*#, "0 '#"', /'#%"+*'$ "7%"'# *)$** )$ &$)*$%$. M"* "$ /,()$ %$70,( &$)*"#%0 " 0"# &"* )$ &0# /0';#*', )$ /'#%*:0*" '*/*)"#,$7", " ,%*% " 7$'$%"%$" )$8"/%)00*. O%*/0&( )"/, &$)*"#%0 /'#"#, /,$#$ '/*'"# , "/*'$8$ +*8*:* ' "+"%$" 0'$* ,%*( $#$ &"* :*'$ " %,&<',)$"%#$.

C<# %*+$;#$ tenica medierii %%*0-8*$( $?*#, ;* "*/* $%*$ )$ %$70*)*'#%$ /"%$ ' %*& "' $ *#0$"8, 0%&,#"%$$=

1. N0 #%$:0*$ 0;* ", ' ", /$* /"%$ '0 $ # 0%#"( /"%$ #*') ,#%"'%&$ %*/$ '/$0# )$ )*/0*$ ' "#$%/"*$( ' /*&: )$ "/08$ ;* )$%$%;0%*.

2. E#$ '$/$"% /"( %*' )*/0** %$"":*$ /0 /$* *&*/"*( , $%$"*8$8$ 0' &*'*&0& )$ /'$' "0%" 0'$* /')0*#$ /&0'$ /'#%0/#*+$ $

#*&0 &$)*$%**.3. A)+$%"%** +% * ";$8"* " &", "#$ '/<# , '0 $ "$ ", '

"#,. C$ &"* :*'$ $#$ , #$" )$ "/$$";* "%#$ " &$$*( "+<')0-1 $ &$)*"#%'#%$ $*.

4. E* #%$:0*$ , "//$#$ %$70" )$ " $?%*&" #"#$ *)$*$( %$#$'**$( %0'$%*$( 07$#**$ ' '0&$ %%*0( 0#**8<') %'0&$$ E0( $+*#<')"*%&"**$ 7$'$%"$ )$ '"#0%, &%",( "/08"**$( $#*/$#,%*$.

5. P,%*$ ' /'*/# +% )*/0#" '0&"* /0 &$)*"#%0( '0 '#%$ $$.

6. A/#*+*#"#$" )$ &$)*$%$ '/$$ /0 %$"#"%$" 0//$*+, " &)00* /0& -" *+*# ;* /0& " $+0"# /'*/#0.

12



. V%:*#%0 "#$ * '#%$%0# )"/, $ ":"#$ )$ " 0:*$/#( )"/, )$ " %$"#"%$ %"*'", $ #%$/$ " &"'*$#,%* *%"*'"$ 0%,( )$870#( 0%*$ $#/.

J. V%:*#%00* * $ "#$ /$%$ , )$#"*$8$ "'0&*#$ "$/#$ $#$ /"%$#*')$ , #%$"/, /0 +*#$8,. M$)*"#%0 %&0$"8, '#%$:,%* /"%$ ,-1 )$#$%&*'$

, ":%)$8$ 0/%0%*$ ' &) %"*'".9. P,%*$ ;* # */*#" ,&0%*%*( '0&"* )0, /$ ;*-"0 #$%&*'"#

*'#$%+$'**$ ;* '0&"* %*' *'#$%&$)*0 &$)*"#%00*.

1!. M$)*"#%0 "/$ 0' %$80&"# )0, '/$*$%$" *$/,%$* $?0'$%*(0:*'**') )$8"/%)0%*$( %$/0& ;* $+$'#0"$$ 8*** /'/%)"'#$( ' *'"( $/$%$ ,%*% , %$8*'#$( $ %<')( /0& +,) /* %$8+"%$" /'*/#00*( ' /$

%:$&$ 0'# )*0;* , /$)$8$ ;* /"# )$ )$"%#$ # &$%7$ ' "/$"#, %*+*',.

11. D"/, '#<'*%$" )$ &$)*$%$ '0 -" '/$*"# %*'#%-0' "/%)( $

#":*$;#$ )"#" 0%&,#"%$* '#<'*%* ;* %:$&$$ "0%" /,%%" $#$ '$/$"% ,$ %$$/#$8$ ' &) )$$:*#. D$,%*%$" '0 #%$:0*$ , $ %)0/, '#%-"#&$%, )$ #$'*0'$( )$ 0;* #%<'#*#$( /* )$ )$/*)$%$ ;* )*'*:**#"#$ )$/'#*'0"%$ " )*"700*.

12. ' #"#$ &&$'#$$ "7%*#&00* )$ 0/%0 )$ &"* 0 '0 #%$:0*$0*#"#, '*/* /*" $/**/*#"#$" &$)*00* &**#"%( #"#0#0 ;* %0 *$/,%0*&**#"%( $%'"*#"#$" " )*#*'/#,( +"%*$ %%**( %$/0& )$&'*#"#$" ;*'"%$" &**#"%,( $&'**/"*" 7%")00* ;* " *$%"%*$* &**#"%$( *&:"0 :%0(%$70"&$'#"% ;* )$#%*+, /*+**8"#( /$ )$*'$;#$ %"%#0%*$ *'#$%&**#"%$.

4. DINAMICA PROCESULUI CONFLICTUAL

' 7$'$%" /'*/#0 $+0$"8, #%$/<') %*' 0%&,#"%$$ /*'/* etape /"%$$ '#%$,#%0')=

1. A"%**" 0%$* 7$'$%"#"%$ )$ /'*/# ;* /'#0%"%$" conflictului latent;

2. P$%/$$%$" $ /,* )*$%*#$ ;* ' )*$%*#$ &)0%* " /'*/#00* -etapa conflictului perceput - /$+" '0 $#$ ' %$70,>

3. E?#$%*%*8"%$" /"%, " 0'% $&'$ /"%"/#$%*#*/$ #,%** )$ /'*/# -

conflictul devine simţit - ;$0 '0 &-" "'0'"# /, #%$:0*$ , +*' " ;$)*'">4. M"'*$#"%$" 0'% "/*0'* )$/*$ &$'*#$ , 0*'$8$ ' +%$0'$ /'*/#0 - etapa conflictului manifest - ' %$$#"#$ %<')0%* ;$0 '0 &-""'0'"# /, #%$:0*$ , +*' " ;$)*',>

5. )pariţia consecinţelor conflictului ;* "$ "/*0'*% '#%$%*'$ ;$0'0 )%$;#$ , "%#*/* " 0"%$" 0'% )$/*8**( )$/* +* ":#" *&$&$'#"%$""/$#%".

1. Conflictul latent $#$ %*&, "8, " /'*/#00* ' /"%$( 0:

*'0$'" 0%$* )$ /'*/#( $ 7$'$%$"8, 0' "'0&*# $# )$ "#*#0)*'* ;*$'#*&$'#$. C'*/#0 "#$'# "#$ %,&<'$ ' "/$"#, #"%$ ,%, " $+0"( )"% $

13



;* "#$ #%"'%&" '#%- *#0"*$ *%$&$)*":* )$#$%*%"#,.2. Conflictul perceput "#$ &:%"/, 0%&,#"%$$ %&$= /'*/# "#$'#( )"% '$$%/$0#> ( /'*/# "#$'# $?*#$'#( )"% '$$%/$0#>

/'*/#0 "#$'# *'$?*#$'#( )"% $%/$0# /" $?*#$'#> *#0"*" "#$&:%"/, %&" /'*/#00* $%/$0# ,%, /"( )$ "#( , * $?*#"# +%$0' /'*/#"#$'#.

E#"" /'*/#00* $%/$0# $#$ /"%"/#$%*8"#, )$ ""%**" 0'$* /&'$'#$$&*'"$( ' $'0 /, /$* *&*/"* # , '/$", , $ *&#, #**(#$'*'"*( "'?*;* "0( )*' /'#%,( ' /"80 /'*/#00* 8*#*+( $'#08*";#*( &"*"&:**;*( 7"#" )$ " %'* " "/*0'$.

3. Conflictul simţit $#$ )$" 0' /'*/# $%'"*8"#( "+<')/"%"/#$%*#*/* #**/$ *')*+*)00* ;*( ")$$%*( "%$ /" %*&$ %&$ )$ &"'*$#"%$

/&0'*/"%$" )$$'*+, "0 "7%$*+,. A:0'), :<%$$ ;* 8+'0%*$ ' 0%00:*$/#00* /'*/#00*( *'%&"*" #*')$ , *$ )*#%*'"#,. M%"0 $#$ /,80#;* $ *$%)$ &0# #*& /0 "/*0'* '$%)0/#*+$. D*/0**$ )$ 7%0( )*/0**$*'#$%$%'"$( ;$)*'$$ # /'#*#0* ' "/$"#, $#", 0", )$ *70%"',.

&. Conflictul manifest $#$ /&%#"%$" :$%+":*, "*&$'#"#, )$ $%/$** ;* $'#*&$'#$ "#$'#$ ;* "#$ 0" /"$" *$ " 0#$* )$/*$ /"%$ +"7$'$%" 0' '+*'7,#% ;* 0' '+*'( *$ $ "#$ /'#*#0* '#%- '/$%/"%$ )$ "#":** :*$/#*+$ /&0'$.

E?*#, #%$* forme *&%#"'#$ )$ *'#$%+$'*$ ' *#0"** )$ /'*/#

&"'*$#= negocierea, medierea %i arbitrarea.a.. egocierea $#$ %/$0 )$ /&0'*/"%$ /"%$ "%$ /" /

"#*'7$%$" 0'$* '$$7$%*. C$$ )0, ,%* "/*'$"8, &%$0', $'#%0 " %$)0/$)*$%$'$$ )*'#%$ $$. D"/, '$7/*$%$" '0 %$8+, /'*/#0 $ %$/0%7$ "&$)*$%$.

b. edierea $#$ %&" )$ *'#$%+$'*$ %*' /"%$ $ %&+$"8,%$/'/**$%$" "0 $?*/"%$"( *'#$%%$#"%$" 0'/#$% )$ +$)$%$( $'#%0 " *'$$$ /%$/# )$ "&:$$ ,%*. E#$ )$ "# '$7/*$%$" 0'0* /&%&* '#%$

0'/#$ )$ +$)$%$( '$+* "0 "#*#0)*'* #*$ "0 *'/&"#*:*$. M$)*$%$"

%$00'$( )$ %$70,( $?*#$'" 0'$* " #%$*" ,%* /"%$ , *'#$%+*', '#%$ ,%*$ ')*0#,. A/$"#, $%"', '/$"%/, , "0#$ /$$ )0" ,%* ' /'*/# ,"0'7, " )$/*8*$ "#*,/,#"%$ $'#%0 "&:$$ ,%*.

D"/, '*/* &$)*$%$" '0 %$8+, /'*/#0( $ "#$ %$/0%7$ " "%:*#%".c. )rbitraul /'#, ' "0)*$%$" ;* )$*'*%$" %:$&$* /'*/#0"$ )$ /,#%$

$%"', )$ $/*"*#"#$ "0 )$$&'"#, )$ "0#%*#"#$. A%:*#%0 "/*'$"8, /"0' 0)$/,#% ;* "%$ 0#$%$ )$ )$/*8*$. C'*/#7*" 0'$ ' $+*)$', ##)"#, ;*etapele /$ $ "%/0%7$ /'*/#0 ' $+0*" "=

1.D$8"/%)0>2.C'%0'#"%$">3.E/"")"%$">

14



4.D$-$/"")"%$">5.R$8+"%$".

' /$ /'#, /'*'0#0 *$/,%$* $#"$1.D$8"/%)0 )$:0#$"8, %*' *&$ '$'$$7$%*( )*$%$'*$%$" *')*+*8*%

"0 7%00%*% %*' &)0 % )$ " * ;* )$ " 7<')* 0'$%* # * ;* $0)'$'$$7$%*( "$ /'*/#$( )*+$%7$'$ &*'%$( )"% /"%$( '$$*8"#$" #*&( # )$7$'$%" ' /'*/#$ %$"$.

2.C'%0'#"%$" ")<'/$;#$ )*$%$'$$ )*'#%$ *')*+*8* "0 7%00%*. I'"/$"#, "8,( *$/"%$ "%#$ ;* 0*'$ 8**" "( "//$'#0<') $ $%%*$ )*'7<')*%$" ;* /&%#"&$'#0 /$%"*. A/*0'$" )$ $%0"*0'$ )$+*'$$?"7$%"#,( $?%$*" $&*'", )&*', "0%" "%70&$'#$% 7*/$. R"#"/&0'*/,%** ' 7%0 /")$( $ /%$$"8, #,%* )$ #%$( %0#%"%$( "#&$%,#$'*'"#,.

3.E/"")"%$" /'*/#00*( #$'*0'*$ ;* #**#,*$ )*' 7%0 0'# /,"#$)$ 0: /'#%> %$"/**$ )$ "0#",%"%$ "$ $/"%$* ,%* #<%'$/"7%$*+*#"#$ &"?*&,( $ "#*'7$ 0'/#0 /0&*'"'#.

4.D$-$/"")"%$" /'*/#00* ""%$ "#0'/* /<') 7%00 "/$ $%#0%* %$"$, "0'7, " 0' "/%) ' /$$" /$ %*+$;#$ %$80#"#0 )*/0**%.

5.R$8+"%$" +*'$ "#0'/* /<')( %*' *'#$%+$'** $7"$ )$ #* *'#*#0*'"( %*' '$7/*$%* ;* /&%&*0%* #%$#"#$( %*' #*&0"%$" *:**#,*% )$/&0'*/"%$ )$/*, '#%$ ,%*( %*' /"#"%$" :0',+*'$* ,%*% ")+$%$(#"%$" /'*/#0", )*"%$.

5. MANAGEMENTUL ABORDĂRII CONFLICTULUI

L*#$%"#0%" )$ $/*"*#"#$ 07$%$"8, /,( ' 0'/*$ )$ &,0%" ' /"%$&"'"7$%0 #*')$ , *$ %$/0"# )$ 0//$0 %7"'*8"*$*( "0 )$ %$"**$ /00:%)'"**( $ # /'#0%" cinci moduri de abordare a conflictului*

". R$#%"7$%$" /&:*', %$/0"%$" ":, "#<# $'#%0 0//$0 %7"'*8"*$*/<# ;* $'#%0 %$"**$ /0 0:%)'"**. M"'"7$%0 /"%$ $;#$ "/$"#, #%"#$7*$

+$)$ /'*/#0 ,%, $%"', )$ 0*'"%$( '/$"%/, , $+*#$ %0#%"%$" ;*#%$0 /"%$ '$/ ' &) *'$+*#":*( $ %$#%"7$ )*' /'*/# "0 %$#*')$ /,'0 $?*#,.

R$#%"7$%$" )*' /'*/# $ "#$ "/$ %*' /*&:"%$" 0:*$/#00*(*7'%"%$" 0'% "*%&"**( &*'7$%$" %$'":**#,*% ' "#, "%#$("&<'"%$" )$/*8*$* ' $%"'" /, %:$&" /'*/#0", +" )*,%$" )$ "*'$. E#$ /"%"/#$%*#*/, &"'"7$%*% /"%$ '0 "0 '/%$)$%$ ' $* ';*;* ;* /"%$, '0 *$ 0;* ' *#0"*" )$ " "/$ ", 0'0* /'*/# &"'*$#( ")$$%* $'#%0"#0 /, %$8+"%$" /'*/#00* %$00'$ )$%*')$%* )$ /&0'*/"#% $ /"%$"/$ &"'"7$% '0 $ $),.

D$8"+"'#"0 "/$#$* ":%),%* $#$ /, *7'%, /*"% /')***$ /"%$ "0

15



7$'$%"# /'*/#0. C'*/#0 '0 )*"%$ )$ " *'$( /* +" %,&<'$ ' #"%$ "#$'#,.U'" )*' /'$/*'$$ *7'%,%** /'*/#00* $#$ :/"%$" /&0'*/,%** "#<# )$ ' 0( /<# ;* )$ 0 ' ( /$$" /$ '%,0#,$;#$ ;* &"* &0# 0/%0%*$. A/$"#,":%)"%$ " /'*/#00* "#$ * ', "+"'#"", )"/, *#0"*" /'*/#0", '0

"%$ *&%#"',. :.A"'"%$" $ /"%"/#$%*8$"8, %*' "/$$" /, &"'"7$%0 '/$"%/, ,":%)$8$ /'*/#0( &00&*')0-* $ #*. S0%"$+"0$"8, +""%$" &$'*'$%**%$"**% /0 0:%)'"** ;* 0:$+"0$"8, *&%#"'" "#*'7$%** :*$/#*+$%.D$"%$/$ &"'"7$%0 )%$;#$ "%:"%$" ;* "//$#"%$" /$% )*' 0%( +" $%/$$%*/$ /'%0'#"%$ /" **') )*#%0/#*+, ;* +" /$)" /<') *'#%" ' /'*/# /0 /$$" /$)%$/ /$* )*' 0%.

! M"'"7$%0 '/$"%/, , $?*/$ ;* ,-* "/, $ /$*"* , '$$"7,.A/$"#, ":%)"%$ "#$ %$)0/$ /'*/#0 *&*# ;* "#$ * 0'$%* $*/"/$ $#$%&$' /0%#. D"% "#0 /, /*'$+" '0 *&#$ $ &&$'# $$/#$$ '$7"#*+$ "$/'*/#00* '0 '$"&', /, 0%$$ )$ /'*/# "0 # $*&*'"#$. A"'"%$"7$'$%$"8, 0' /"&0" /"%$ "#$ )*,%$" %*/<')> $" "#$ 7$'$%" :"%*$%$

$'#%0 %7%$. E" $#$ %$$%"#, &"* "$ ' %7"'*8"**$ /0 $%%&"'" &*/,;* &$)*$ ;* "#$ "+$" )%$# /'$/*'$ *" /&0'*/,%** )$/*$ )$ ' 0;*( /$$" /$ $#$ $?#%$& )$ 7%"+( *" )$ *&*/"%$ " 0:%)'"*%( )$ "0&"%$ "%$'":**#,*% )*' "%#$" "/$#%".H

A"'"%$" /'*/#00* "#$ * ', 0#*, "#0'/* /<') %:$&" $#$ **#,)$ *&%#"', "0 /<')( %*/0&( /$* *&*/"* '0 +% 0#$" /,)$" )$ "/%).

/. F%"%$" $#$ ":%)"%$ " /'*/#00* *#, )$ &"'"7$%0 /"%$

'/$"%/, , %$"*8$8$ /0 %*/$ %$ :*$/#*+$$ $7"#$ )$ %)0/#*+*#"#$( ,%, "0" ' /'*)$%"%$ ,%$%$" "0 "/%)0 /$%"*( '$+*$ ;* $'#*&$'#$$ %. E+" "$" " "/*0'* )$ /'#%<'7$%$( *') )*$%*#$ &*"/$ *'"'/*"%$(*'#$$/#0"$( )$ $#*/,( $ :"8" 0#$%** ;* "0#%*#,** "/%)"#$ )$ 8**$.M"'"7$%0 '0 $#$ /"":* , $"/, ' &) ")$/+"# /&0'*/"%$" $'#%0 "%$8+" /'*/#0( /* "/$ 08 )$ 0#$%$" $ /"%$ *- ), 8**"= *&:"0 *#$#$ #**/( ":0')<') ' /0+*'#$ /"8**$( 0#,( /0/$%*%$( %,( /'#%<'7$%$( )*#%07$%$ $#/.

P%*' *&*/"**$ $&*'"$( *&:"0 *# 7$'$%$"8, $'#*&$'#$

'$7"#*+$( '$&00&*%*( %0#%,%*( 0&**'$. F%" "#$ %$8+" )*0#" $'#%0&&$'#( )"%( $ #$%&$' 0'7 # ""%$ /'*/#$ ;* &"* 7%"+$.

A*/"#, ' /'#$?#0 0'0* /*&"# )$ /$%"%$( ' &) /"8*'"( /<')#*&0 $#$ *&*#"# "0 *#0"*" )$+*'$ /%*#*/,( "/$"#, ":%)"%$ "#$ * ")$/+"#,.R$$#"#, ', ' &) '$0#**/"#( "#%"7$ )0, *'$ $$/#$$ '$7"#*+$ &$'*'"#$&"* 0.

).C&%&*0 $ ", 0')$+" '#%$ ":%)"%$" %*' %"%$ ;* %*'""'"%$ ;* /'#, ' %$8+"%$" %:$&$% /'*/#0"$ %*' /'/$**%$/*%/$( "&:$$ ,%* :*'<') "%$/"%$ "#*"/*$. S$ $;#$ ")$$%* '

'$7/*$%*.3 BALEANU( C.( M"'"7$&$'#0 &:0',#,*%** /'#*'0$( E)*#0%" E?$%#( FIMAN( 1996 "7. 39

16



$. C'%0'#"%$" $#$ ":%)"%$ /'#%0/#*+, " /'*/#00*( )$"%$/$( 0<')' /'*)$%"%$ "#<# '$+*" )$ %)0/#*+*#"#$( /<# ;* "/$$" )$ %$"** )$ /$%"%$($#$ *'70%" /"%$ "#$ /')0/$ " %$8+"%$" 0* )$*'*#*+,. C$%/$#,%*$ "%"#, /,/$* &"* $*/"/$ &"'"7$%* ":%)$"8, /'*/#0 ' 0%&,#"%$" %)*'$ " #*0%*%=

'/$ %*' ":%)"%$" %*' confruntare ;* /'#*'0, /0 ":%)"%$" %*' aplanare,compromis, forţare ;*( ' /$ &"* %<0 /"8( retragere. M"'"7$%** &"* 0*'/&$#$'* ' /&0'*/"%$" )$ /'*/# $+*#, /'%0'#"%$"( %$$%<') %"%$"()"% %$/0%7 %$$)$ " %$#%"7$%$( ""'"%$ ;* /&%&*.

M"'"7$&$'#0 &)$%'( /0 /"%"/#$% %"/#*/-"*/"#*+ +"":* ;* $'#%0%7"'*8"*" &**#"%, ' "'0&*#$ %*+*'$( %$00'$ '0, +*8*0'$ "0%"/'*/#$%( :"8"#, $ /<#$+" %*'/***=

. C'*/#$$ 0'# "##%$8$'#$ ;* *'$+*#":*$>2. I&%#"'# $#$ , '0 $ *7'%"&( /* , $ 0*',&=

3. C'*/#0 "#$ * 8*#*+ "0 '$7"#*+( /'#%0/#*+ "0 )*#%0/#*+( '0'/*$ )$ /$$" /$ "/$& '* )*' $>4. A:"')'"%$" #%"#$7*$* +*/#%*$'%<'7$%$ %*' /"%$ $ 0%&,%$;#$(

*')*$%$'# )$ &*"/$( '7$'0'/$%$" /$0*"# ;* ")#"%$"( #*00*+*/#%*$+*/#%*$ %*' /"%$ 0'# %$$/#"#$ ;* '$$$ '$+*$ *$/,%$* ,%*>

5. T%$/$%$"( ' %/$0 0*',%** /'*/#00*( )$ " ":%)"%$"")+$%"#*+, " 0'" /$%"'#,>

6. ' %*/$ /'*/# , *$ "#"/"#, %:$&" ;* '0 "&$'**>. N$7/*$%$" ;* &$)*$%$" , 0%&,%$"/, '##)$"0'" '$$7$%$"

%$/*%/, ;* %$8+"%$" /'*/#00* %*' /&%&*0%*( ,%, " $8" %*'/***$>J. C'*/#0 #%$:0*$ %*+*# /" %#0'*#"#$ $'#%0 #*&*8"%$" %$"**%

*'#$%0&"'$ ;* " "/#*+*#,** 7%000*.

6. CORELAŢIA CONFLICT - COMUNICARE

C%$"*" #%<', conflict - comunicare $#$ )$#$%&*'"#, )$ "#0 /, %/$0 )$ /&0'*/"%$ ' *'$ "#$ /"08" /'*/#$( "#$ * 0' *&#& "/'*/#$% "0 "#$ /')0/$ " %$8+"%$" /'*/#$%. O%*/$/&%#"&$'# )$ /&0'*/"%$ $#$ )$ "# %&, )$ $?#$%*%*8"%$ ;* %*/$

/&0'*/"%$ "$/#$"8, /&%#"&$'#0. O%*/$ /&0'*/"%$ $#$ *'#$%"/*0'$( )$/* 0' *'#%0&$'# )$ *'#$%*'0$'"%$.

"#*'( %$$%*')0-$ " /"%"/#$%*#*/*$ /'*/#00* *'#$%$%'" "%&0"# )0, a"iome:

Axioma 1. C'*/#0 "#$ * %$8+"# "0 7$'$%"# '0&"* %*' *'#$%&$)*0 %/$00* )$ /&0'*/"%$ *') *&:"$ +$%:"$ ;* ''+$%:"$( )$"%$/$"&$'** # *'#$%"/*'" ;* /*&:" &$"$ '0&"* %*' /&0'*/"%$.

Axioma 2. C'*/#0 $#$ 7$'$%"# )$ "#0 /, /$$ )0, ,%* ' /'*/# "0 ;*:*$/#*+$ /"%$ $ $?/0) %$/*%/. O:*$/#*+$$ /"%$ $ $?/0) %$/*%/ # $?*#"

)"#%*#, 0'% "#$ /'/%$#$ "0 " *#$&$% )$ +"%* )*$%*#$. S$ # #%"7$0%&,#"%$$ concluzii'.

1



'0&"* %*' /&0'*/"%$ ,%*$ ' /'*/# # )$#$%&*'"$?*#$'" 0'$* 0** /"%$ , *', /'# )$ :*$/#*+$$ "&:$% ,%*>

$?*#, *:**#"#$" /" *'/$%#*#0)*'$"( '$*70%"'" ;**'%&"*" "&:*70, 7$'$%"#, )$ /&0'*/"%$ )$$/#0", , *$ /"08"

$%/$*$* :*$/#*+$% /" $?/08<')0-$ %$/*%/> )$"%$/$ )*$%$'$$ '#%$ *#$&$$ )$ +"%* *')0/ )*$%$'$'#%$ $%/$**( "/$#$" # /'#*#0* 0%, )$ /'*/#>

"$"%$" " /&0'*/"%$" 8*#*+,( "/0#"%$" $&"#*/,("0#$?0'$%$" # /')0/$ " #":**%$" 0'$* :"8$ /&0'$ )$ )*/0**( )$*'#$%$$( " &,%#,;*%$" ' /&0' " 0'% +"%*>

/&0'*/"%$" %$/*, %$)0/$ )*$%$'$$ $%/$#0"$ ;* /")$' "/$# &) %:":**#"#$" )$ ""%**$ " /'*/#00*.

fectele negative "$ /'*/#$% $ # %$$/#"( &"* &0# "0 &"* 0*'

7%"+( ' )*$%*#$ "'0%*=@ %"')"&$'#0 &0'/**( $*/*$'" ;* $%%&"'" *')*+*)0", ;* 7%0",>@ /$8*0'$" %7"'*8"*$*>@ /*&"#0 */*">@ &#*+"*" ;* 7%")0 )$ "'7""%$ ' &0'/,>@ "#*"/*" &0'/**>@ %$"**$ *'#$%0&"'$ %&"$ ;* *'%&"$>@ "*%&"%$" *'**"#*+$* ;* " #$'#$% /%$"#*+$>@ %0'8*&$" /'0/%,%**( " /$%,%** "/#*+$ '#%$ *')*+*8*(

/&"%#*&$'#$ ;* $;""'$>@ /'%#0 **/ *')*+*)0" ;* #"%$" *&%", " %7"'*8"*$*>@ '*+$0 )$ #%$ ;* /'0& '$%+>@ '/%$)$%$" ' /""/*#"#$"( )*/$%',&<'#0 ;* &%"*#"#$" ;$*%>@ *%*#0 )$ /"&"%")$%*$ ;* '#%"0#%"%$ 0&"', $#/

1J



!oncluzia

Conclu"ia $ *&0'$ )$ " *'$= /'#*'0, #%,)"'*$ )$ " *'$ 0: /'#%&"'*$#,%*$ $&*'"$( )$%*')$%$" 0'% #$'*/* *&$ )$ " %$):<')*/"&0 *$%)0# $'#%0 /*"( "&<'"%$" /0 /<#$+" &*'0#$ " %*#$%8)%:*#"%$( */*#"%$" 0'0* #*&$ 0#( $?%*&"%$" 0'$* /08$( #%"'%&"%$"'/%0'#,%** '#%-0' 8<&:$#( *$ $ ;* /*'0*#( ' ')( %"% $ '#<&, /" &0 )*'", , *$ 0'0 /0 /"%$ '0 +& &"* * '$+** , /":%,&. E+*#"*( )$/*( ,"/$* ;* , 0'$* 0/%0%* /$ )0/ " %0#0%,.

I' /'/08*$( *" )$ /&0'*/"%$ $#$ %*'/*"" /"08" " ""%*#*$*/'*/#00* *"% &&$'#0 *' /"%$ "/$"#" $#$ %$0"#" /'#*#0*$ 0'/#0 )$

$/"%$ " 0#*'"%** /'*/#00*.

19



BIBLEOGRAFIE• C&0'*/"%$ * "%70&$'#"%$ T$%*$ * A*/"#** M*%$" I"'" :%/*' /%).(

$)*#0%" E?/$*% "%#( 2!!

• R" L$*'$&"'' ( E$'" B"*"#$+" = E*/*$'#" *' %$"#**$ 0:*/$• C&0'*/"%$" S*&'" I+"'0# E)*#0%" ")%$ 2!!1

• ##=*7*$/*"".0+.%*7*$-/*""/&0'*/"%$".

http://www.librariaeminescu.ro/autor/18120/Ralf-Leinemann

http://www.librariaeminescu.ro/autor/18122/Elena-Baikalteva

http://psihologiesociala.uv.ro/psihologie-sociala/comunicarea.php

http://www.librariaeminescu.ro/autor/18122/Elena-Baikalteva

http://psihologiesociala.uv.ro/psihologie-sociala/comunicarea.php

http://www.librariaeminescu.ro/autor/18120/Ralf-Leinemann

Comunicarea CA Generator de Conflicte

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