ASPECTOS EMOCIONALES EN LA GESTION DEL CONFLICTO

Section 4
Theory
Emotional aspects in conflict
management

Dr. Mª Reyes Bueno Moreno

Social Psychology Department
University of Seville

Objectives
• Knowing what an emotion is
• Distinguishing between cognitions, affects and conducts within
the emotional re4sponse
• Knowing the different emotional response measurement
methods
• Explaining the impact of emotions on conflicts
• Knowing the strategies linked to affect in the negotiation
process
• Knowing how to manage emotions while conflict develops

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 Emotions surround us

Search for an
physiological Subjective
situation explanation
pattern emotion
in the context

Schachter-Singer theory

On the concept of emotion

• There are as many definitions as theoretical and empirical
frameworks on emotion
• Historical tradition in study:
– Trend focusing on the subjective experience
– Trend focusing on the physiological reaction it produces
– Trend focusing on the subject’s expressive behaviour
• Social Psychology: highlights the mutual interdependence
between the three aspects, as well as the fact that social norms
are an integrating part of some emotions

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 Definition of emotion
• Def. Emotion is a complex state or the body characterised by
an excitement or distress predisposing for action. Emotions are
generated in response to an internal or external event
(Bisquerra, 2000)
• We must distinguish between emotion and mood:
– Emotion is a specific, momentary reaction caused by a stimulus,
intense and short-timed that informs us about the environment
– Mood is more general and diffuse, lasting over time, of a low or
moderate intensity, which is not related to the stimulus and informs
about our interior

Components of emotions
• An appropriate approach to knowing emotion includes the
analyisis of its three components:
– Cognitive or subjective or informed component
– Neurophysiological component (body response)
– Behavioural component (motor behaviour, verbal and non-verbal)

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 Functions of emotions
• 1- Adaptive function: adaptation of people to their
environment, e.g. in the face of danger it predispose to flee to
save one’s life
• 2- Motivating function: predisposition for action is a motivation
• 3- Informative function: emotional expression informs about
emotions, e.g. a threatening face informs us about what a
person can do
• 4- Social function: emotions communicate to others how we
feel. They influence others, facilitate social relations and
promote a pro-social behaviour

Measurement of emotional
response
• Regardless of the theoretical framework used, there is a
common interest in determining the criteria to measure how,
when and to what extent a subject is experiencing an emotion
• We must measure the three components of emotion

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 Measurement of the cognitive
component
• Two ways:
– Analysing the response to external stimuli (facial expressions in
pictures, life). Analysis of how the emotional information presented is
discriminated
– Self-reporting: Place subjects in an emotional situation and have them
inform about their experience. It is the most frequently used.
• Result: Research traditions on the structure of emotions
– 1-Discrete view of emotion: emotions are made up by discrete
elements: anger, fear, disgust, interest…
– 2- Dimensional view: ex. pleasure-displeasure

Measurement of the physiological

component
• Tries to find out how does the nervous system contribute to the
emotional response
• The study of heart activity is what has contributed most to
diffreentiate between pairs of discrete emotions. Ex. how dos
heart activity respond to anger or sadness
• Other indicators of physiological activity of the body are also
analysed. Ex.: sweating

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 Measurement of facial expression
• Emotional states are to a great extent reflected in facial
expresions and in some cases certain specific emotional states
may lead to soecific and identifiable expressions: Ex.
happiness
• Two types of measurements:
– Objective encoding systems: Based on the identification and
measurement of visible facial behaviour units
– Electromyography: Analyses muscular activity by recording electric
impulses. It detects non-perceivable muscular activity

Emotion in conflict management

• Groups of models explaining the impact of emotional processes
in conflict management
– Relational commitment models
– Affect-sensitive cognition models
– Use of strategies connected to affect
– Dynamic dyadic negotiation model

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 How do emotions affect negotiation
• Positive emotions generate more constructive
1 results than negative ones

• Previous encounters have an impact on emotions

2

• Emotions influence the way we process

3 information

• Emotions predict negotiation behaviour and

4 outcomes

Use of affect-sensitive strategies

(1)
• Positive emotions generate more constructive results than
negative ones
– Positive emotions
• Better results (Anderson and Thompson, 2004, Forgas, 1998; Kramer et al,
2003, Baron, 1990)
• Greater trust (Carnevale and Isen, 1986)
• Collaboration tactics (Forgas and Cromer, 2004)
• More concessions (Baron, 1990)
– Negative emotions
• Anger expressions reduce chances of agreement (Allred et al., 1997)
– Distortion of judgment of the other, less wins (Allred, 1997)
– Emotional contagion
» Van Kleef, De Dreu, Manstead, 2004
» Friedman et al., 2004

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 Use of affect-sensitive strategies
(2)
• Previous encounters have an impact on the emotions
experienced by negotiators
– Negative impacts of impasses in negotiation
• O’Connor y Arnold, (2001)
– Relation capital
• Links between the parties during the negotiation process (Gelfand, Smith Major,
Raver, Nishii, and O’Brien, 2006)
– Positive emotions predict satisfaction will the goals achieved and
negative ones predict insatisfaction
– The prisoner’s dilemma (Sanna et al., 2004)

Use of affect-sensitive strategies

(3)
• Emotions influence the way we process information
– Information processing
• Positive emotions are associated with a more active and deeper processing of
information (Forgas, 1998).
• Negative emotions may lead to
– Mental rigidity (Carnevale and Probst ;1998)
– Polariised thinking polarizado (Rubin, Pruitt and Kim ;1994)

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 Use of affect-sensitive strategies
(4)
• Las emociones predicen el comportamiento y los resultados de
la negociación
– Emociones positivas
• Mejores resultados (Anderson y Thompson, 2004, Forgas, 1998; Kramer et al,
2003)
• Mayor confianza (Carnevale e Isen, 1986)
• Tácticas de colaboración (Forgas y Cromer, 2004)
• Mayores concesiones (Baron, 1990)
– Emociones Negativas
• Distorsión del juicio sobre el otro, menores ganancias (Allred, 1997)
• Contagio emocional
– Van Kleef, De Dreu, Manstead, 2004
– Friedman et al., 2004

“An inability to monitor our true feelings

leaves us at their mercy.”

(Daniel Goleman, 1995)

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 Elements of emotional intelligence
• Knowing our own emotions
• Managing emotions
• Own motivation
• Recognising others’ emotions
• Managing interpersonal relations adequatly

How to control our emotions

• It is fundamental to recognise our feelings
• Recognise background and consequences (what has
happened and how have I managed this situation in the past?)
• Take a deep breath and count down from 20 to 1 (it is more
effective than counting from 1 to 10)
• Remember that the only one responsible for one’s reaction is
oneself! Always answer, never react

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 Ex: Anger control
• Anger is a very common emotion in negotiations
• It follows an emotional activation pattern or stages:
– 1- Rational stage: Most people are capable of maintaining am
adequate emotional level for some time to discuss an issue
– 2- Leaving stage: we get “triggered” and let our emotions loose
– 3- Understanding stage: we calm down with time
– 4- Coping stage: it is the time to speak and calm down
– 5- Cooling stage: if a person feels his/her feelings are understood
he/she calms down
– 6- Problem solving stage: We come back to the rational stage and
then the problem can be addressed

Action patterns when faced with

Anger (I)
• DOs:
– Recognise his/her irritation and
make feel that we understand
– Listening actively. Let him/her
express his/her irritation
– If possible move to a private
place and sit down and talk
– Keep voice tone and volume
down
• DON’Ts:
– Reject irritation and try to
calm down
– Refuse to listen
– Defend yourself before trying
to clear up the issue
– Confront in public
– Keep standing (if there is a
place to sit)
– Raise your voice

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 Action patterns when faced with
Anger(II)
• DOs: • DO N’Ts:
– Tell the person what he/she
– Not make judgments
should do
– Help to cope with his/her
– Embarrass the person for
situation
his/her conduct
– Empathise once irritation
– Try to convince him/her to act
decreases
in a different way
– Express feelings after the
– Hide our feelings after the
incident
incident
– If you cannot cope with the
– Insist despite being unable to
situation ask for help
cope with the situation

General prescriptions resulting

from research
• 1. Previously
– Make prior contact with the other party to achieve a rapport
• 2. At the beginning of negotiation
– Establish a positive climate with the other party
– Do not make an extreme offer to start with
– Identify the type of negotiation
– Pay attention to cultural clues
• 3. Discussion Stage
– Express negative emotions (with control) and feel positive emotions
• 3. During the process
– Let the other party feel well
– Understand the opponent (his/her expectations)
– Express positive emotions
• 3. At the end
– Do not give the impression that you are happy with the final result
– Manage your reputaions (self-promotion, etc.)

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