Purpose

The purpose of this study is to extend Bippus and Young’s (2005) study and examine the effectiveness of the “I-you,” “I,” “You,” “We,” “But” and Question-based “Why” statements from Winer’s (2021) verbal coding program of conflict management using Bandura’s (1977) social learning theory (SLT).

Design/methodology/approach

Mixed methods were used using 175 university students from Texas and New York. A cross-sectional convenience sampling approach was conducted. Survey data was collected using Qualtrics.

Findings

Descriptive results demonstrated that the “We” statement was the most passive, the “I-you” statement was the most assertive and the “But,” “I,” “You” and Question statements were perceived to be aggressive. In addition, assertive “I-You” statements were perceived to be more effective in resolving the conflict and maintaining a relationship, whereas aggressive statements were less likely to resolve the conflict and maintain the relationship. Qualitative themes also support the “I-You” statement as the most assertive, while the “But,” “You” and “I” statements were found to be the most aggressive statements.

Practical implications

Implications and applications are discussed to stimulate future research among researchers and practitioners when addressing conflict. Being aware of the verbal statements that de-escalate conflict may be helpful in solving conflict in interpersonal, family and professional relationships. Future trainings can adopt effective verbal statements to resolve conflict when experiencing anger issues. Future research can continue to investigate verbal communication statements using SLT to help practitioners and managers address conflict in interpersonal relationships.

Originality/value

This study examines verbal statements in relation to communication styles and conflict management.

中文翻译：

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使用被动、攻击性和自信的言语陈述解决人际关系中的冲突

目的

本研究的目的是扩展 Bippus 和 Young（2005）的研究，并检验“我-你”、“我”、“你”、“我们”、“但是”和基于问题的“为什么”陈述的有效性来自 Winer (2021) 使用 Bandura (1977) 社会学习理论 (SLT) 的冲突管理言语编码程序。

设计/方法论/途径

使用混合方法对来自德克萨斯州和纽约州的 175 名大学生进行了研究。进行了横断面方便抽样方法。调查数据是使用 Qualtrics 收集的。

发现

描述性结果表明，“我们”陈述是最被动的，“我-你”陈述是最自信的，而“但是”、“我”、“你”和问题陈述被认为是攻击性的。此外，自信的“我-你”陈述被认为在解决冲突和维持关系方面更有效，而攻击性的陈述不太可能解决冲突和维持关系。定性主题也支持“我-你”陈述是最自信的陈述，而“但是”、“你”和“我”陈述被发现是最激进的陈述。

实际影响

讨论了影响和应用，以刺激研究人员和从业者在解决冲突时进行未来的研究。了解能够缓和冲突的口头陈述可能有助于解决人际、家庭和职业关系中的冲突。未来的培训可以在遇到愤怒问题时采用有效的口头陈述来解决冲突。未来的研究可以继续研究使用 SLT 的言语沟通陈述，以帮助从业者和管理者解决人际关系中的冲突。

原创性/价值

本研究考察了与沟通方式和冲突管理相关的口头陈述。