Tricia S. Jones, Temple University, Copyright Protect, March 2006.

Face Work in ConflictFace Work in Conflict

Theoretical Bases for FaceTheoretical Bases for Face Erving Goffman’s work – people adopt Erving Goffman’s work – people adopt

social roles of identities they want others social roles of identities they want others to respect. He calls these “face” and the to respect. He calls these “face” and the things we do to achieve them “line”things we do to achieve them “line”

The communication behavior we use to The communication behavior we use to establish, protect or change “face” is establish, protect or change “face” is called “facework”called “facework” Attacking FaceAttacking Face Giving FaceGiving Face Saving FaceSaving Face

Tricia S. Jones, Temple University, Copyright Protect, March 2006.

Causes of Face SavingCauses of Face Saving

Personality CharacteristicsPersonality Characteristics Low self-esteem/defensivenessLow self-esteem/defensiveness DogmatismDogmatism Hostile attribution tendencyHostile attribution tendency

Identification with a position or issueIdentification with a position or issue The tendency to lay blameThe tendency to lay blame

Tricia S. Jones, Temple University, Copyright Protect, March 2006.

Consequences of Face Consequences of Face SavingSaving

Adds a relational issue to the conflictAdds a relational issue to the conflict When face is threatened it becomes a new When face is threatened it becomes a new

relational issue to the conflictrelational issue to the conflict This relational issue takes precedence over This relational issue takes precedence over

other issuesother issues Usually escalates conflict – encourages Usually escalates conflict – encourages

reciprocity of face attacksreciprocity of face attacks Creates a need for defensive posture even Creates a need for defensive posture even

if face attack is dealt withif face attack is dealt with Increases the potential for ImpasseIncreases the potential for Impasse

Tricia S. Jones, Temple University, Copyright Protect, March 2006.

Forms of Face SavingForms of Face Saving

Resisting Unjust IntimidationResisting Unjust Intimidation Accusation they have been wrongedAccusation they have been wronged Demand that attack be withdrawn or Demand that attack be withdrawn or

compensated forcompensated for Counterattack likelyCounterattack likely

Suppressing Conflict IssuesSuppressing Conflict Issues Physical or psychological withdrawalPhysical or psychological withdrawal Changing the topicChanging the topic Being under-responsiveBeing under-responsive Speaking in third person or very abstractly Speaking in third person or very abstractly

Tricia S. Jones, Temple University, Copyright Protect, March 2006.

Forms of Face Saving Forms of Face Saving cont’dcont’d

RetrenchmentRetrenchment Results from the fear that the face attack has Results from the fear that the face attack has

made you look weak or vulnerablemade you look weak or vulnerable Chances of retrenchment increases in public Chances of retrenchment increases in public

conflictsconflicts Retrenchment involves taking a more extreme Retrenchment involves taking a more extreme

position than you have openly taken before position than you have openly taken before -firmer commitment statements -firmer commitment statements -pulling back from an agreement-pulling back from an agreement -refusing to commit to a solution you previously -refusing to commit to a solution you previously

indicated interest inindicated interest in pulling support from the other in some indirect pulling support from the other in some indirect

wayway

Tricia S. Jones, Temple University, Copyright Protect, March 2006.

Counteracting RUICounteracting RUI

Must be dealt with immediatelyMust be dealt with immediately Ask why they perceive it as an attackAsk why they perceive it as an attack Clarify you perceptions and intentClarify you perceptions and intent Apologize if need beApologize if need be Give face in some other wayGive face in some other way

Tricia S. Jones, Temple University, Copyright Protect, March 2006.

Counteracting Counteracting SuppressionSuppression

Take partial responsibility for the Take partial responsibility for the “problem” the conflict issue to be “problem” the conflict issue to be addressedaddressed

Ask their input/advice on “your” Ask their input/advice on “your” problemproblem

Bolster their ego in some realistic Bolster their ego in some realistic wayway

Be sensitive to timing issuesBe sensitive to timing issues

Tricia S. Jones, Temple University, Copyright Protect, March 2006.

Counteracting Counteracting RetrenchmentRetrenchment

Don’t draw attention to the Don’t draw attention to the retrenchmentretrenchment

Ask why they have that positionAsk why they have that position Rephrase reasons in terms of Rephrase reasons in terms of

interests to guide them back to a interests to guide them back to a more interest based interactionmore interest based interaction

Take a break from the process and Take a break from the process and return, starting with the period before return, starting with the period before retrenchment if possibleretrenchment if possible