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conflict

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process that involves people disagreeing

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intrapersonal conflict

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conflict that happens within a person

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interpersonal conflict

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conflict that happens between two or more people

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intergroup conflict

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conflict that happens between groups

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Potential Causes of Conflict

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1. organizational structure 2. limited resources 3. task interdependence 4. incompatible goals 5. personality differences 6. communication problems

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Positive Outcomes of Conflict

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1. consideration of broader range of ideas, resulting in a better, stronger idea 2. surfacing of assumptions that may be inaccurate 3. increased participation and creativity 4. clarification of individual views that build learning

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Negative Outcomes of Conflict

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1. increased stress and anxiety among individuals, which decreases productivity and satisfaction 2. feelings of being defeated and demeaned, which lowers individuals' morale and may increase turnover 3. a climate of mistrust, which hinders the teamwork and cooperation necessary to get work done

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conflict management

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resolving disagreements effectively

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Ways to Manage Conflict

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1. Change the structure 2. Change the composition of the team 3. Create a common opposing force 4. Consider majority rule 5. Problem solve

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Conflict-Handling Styles

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1. Accommodation 2. Avoidance 3. Compromise 4. Collaboration 5. Competition

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avoidance

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uncooperative and unassertive; avoid conflict altogether by denying that it is there

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accommodation

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cooperative and unassertive; gives in to what other side wants, even if it means giving up one's personal goals

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compromise

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middle-ground style; some desire to express their own concerns and get their way but still respect the other person's goals

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competition

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want to reach their goal or their solution adopted regardless of what others say or how they feel

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collaboration

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high on assertiveness and cooperation; strategy to use for achieving the best outcome

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negotiation

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process whereby two or more parties work toward an agreement *process of reciprocal influence that occurs when two or more individuals who seek to reach an agreement as to the resources of behaviors each will provide or receive from the other

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Five Phases of Negotiation

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1. Investigation 2. Determine your BATNA 3. Presentation 4. Bargaining 5. Closure

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investigation

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information gathering stage

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BATNA

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Best Alternative To a Negotiated Agreement *what you will do (or what will happen) if you do not reach a negotiated agreement *"back-up plan" *know your BATNA BEFORE negotiating

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presentation

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assemble the information you've gathered in a way that supports your position

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bargaining

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each party discusses their goals and seeks to get an agreement

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concession

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giving up one thing to get something else in return demonstrates cooperativeness and help move the negotiation toward its conclusion

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closure

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have either come to an agreement, or one party decides that the final offer is unacceptable and walk away from deal

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Negotiation Strategies

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1. Distributive Approach 2. Integrative Approach

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distributive approach

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negotiators see situation as a pie that they have to divide between them *involves competition over who will get the most of a limited resource (often money) *often referred to as "win-lose" negotiations *this is useful when a negotiator wants to maximize the profitability from a single deal *this is useful when the relationship with the other party is not very important

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Everyone should be familiar with the distributive approach because...

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1. some bargaining situations are, by definition, distributive 2. many negotiators use exclusively distributive tactics 3. you must understand them in order to counteract their effects

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integrative approach

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both parties seek to integrate their goals under a larger umbrella

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Common Mistakes in Negotiations

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1. Failing to negotiate/accepting the first offer 2. Letting your ego get in the way 3. Having unrealistic expectations 4. Getting overly emotional 5. Letting past negative outcomes affect the present ones

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Third-Party Negotiations

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1. Alternative dispute resolution 2. Mediation 3. Arbitration 4. Arbitration-mediation

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Alternative Dispute Resolution (ADR)

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includes mediation, arbitration, and other ways of resolving conflicts with help of a specially trained, neutral third party without need for formal trial or hearing

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mediation

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outside third party (mediator) enters the situation with goal of assisting parties in reaching an agreement

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arbitration

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parties submit dispute to neutral third-party arbitrator, who makes final diecision

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arbitration-mediation

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mediation followed by arbitration have both sides formally make their cases before arbitrator, then arbitrator makes decision and sets it aside, then both parties work through mediation, if they can reach agreement on their own, then GOOD, if not, then the decision that the arbitrator made becomes binding

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Strong BATNA

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improves your bargaining position allows you to negotiate for more favorable terms

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Weak BATNA

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makes it difficult to walk away from a negotiation can decrease your negotiation power if the other party is aware

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When your BATNA is weak (or even when it's strong)...

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1. Improve your BATNA Sellers - identify additional buyers Buyers - identify additional sellers 2. Find out the other party's BATNA and weaken it Research: Internet, Business Publications, Public Filings (annual reports, press releases), Industry Contacts Questioning: direct, indirect 3. If you have no alternative, CREATE ONE

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reservation point

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"walk-away point" or "resistance point" least favorable point at which you will accept a deal should be determined PRIOR to negotiating derived from BATNA, but not necessarily the same thing

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ZOPA

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zone of potential agreement range in which a deal that satisfies both parties can take place exists if there is overlap between reservation prices if there is no overlap in reservation prices, negotiation will be very difficult (or impossible) unless other elements are considered or reservation prices change

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Bargaining Mix

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mix of items on which negotiations require an agreement

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target point

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the point at which you WANT to reach agreement for buyers, the target point is almost always lower than the reservation price for sellers, the target point is almost always higher than reservation price

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settlement point

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lies within the ZOPA people want settlement point to 1) be fair and to 2) be as close to the other party's reservation point as possible when people are unhappy with settlement point, they could 1) make excessive claims later on or 2) try to renege on the agreement

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