Negotiation and Conflict Resolution – Flashcards
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It is the means by which people deal with their differences.
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Negotiation
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the act of resolving a controversy, disagreement, fight, war, misunderstanding, love spat, etc.
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Conflict resolution
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is the result of differing needs, perceptions, assumptions, and/or values.
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Conflict
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Develope skills to recognize conflict and to facilitate, negotiate, madiate, communicate
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Managers/Supervisors must
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Managers do not always need to provide the solution.
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True
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A battle to win; gain advantage; attain dominance in the relationship.
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The Conquest Approach
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Lack the confidence to deal with conflict; Believe and hope that conflict will go away; Assumes that time will heal all wounds.
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The Avoidance Approach
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Demands and interests are traded; Needs, values, and personalfeelings are compromised away; Spin-off conflicts can often occur.
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Bargaining Approach
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Use of quick solutions that fail to address the conflict; Moving employees into different shifts; Relocating desks or reassigning to different groups; Failure to devote time to addressing underlying problem; lack of confidence in skills to address conflict.
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The Quick Fixer and Bandaid Approach
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People act only from their roles (student-teacher); those in roles of lesser status and power will usually be furher disadvantaged; Continued inequality resolution process from the valuable contributions from everyone affected; The boss says or parent says 'because I said so".
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The Role Player Approach
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Diversity and Difference Needs - these are essential to our well being. Perceptions - differences of interpretation of reality. Power - Use of perceived or real influence Values - individual beliefs or principles that are extremely important to us. Feelings and emotions - these can influence an individuals reaction to conflict. Internal conflict - unsure of ones own values, feelings, and wants.
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The Ingredients of Conflict: Diversity and Difference
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Fight, hate, war, fear, anger, avoid, pain, loss, destruction, wrong doing, bad, etc.
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Dr. Weeks surveyed across the world and focused the following words as those used often to describe conflict
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View conflict as an opportunity to implement change in the way people interact. Successful conflict resolution can result in better working relationships. Improved productivity Costs savings Better moral
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Successful Conflict Resolution
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- a condition between or among workers: Whose jobs are INTERDEPENDENT. Who feels ANGRY. Who perceive that others are at FAULT. Act in ways that cause a business problem.
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Workplace Conflict
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Wasted Time, bad decisions, loss of good employees, unnecessary restructuring, sabatosh, theft, damage, lowered job motivation, lost work time, health costs.
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Costs of Conflict
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Workplace violence, Unionization, labor strikes, Vandalism, Malicious whistle-blowing, retaliatory lawsuits.
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Risks of Conflict
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Self actualization - morality, creativity, spontaneity, problem solving, lack of prejudice, acceptance of facts. Esteem - self-esteem, confidence, achievement, respect of others, respect by others. Love/Belonging - friendship, family, sexual intimacy. Safety - security of body, of employment, of resources, of morality, of the family, of health, of property. Physiology - breathing, food, water, sex, sleep, homeostasis, excretion.
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Maslow's Hierarchy of Needs
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The different processes that we use to form impressions of other people and the different conclusion we make about others.
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Perceptions
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how we are perceived what we do what we say what we think
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Perception Pyramid
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is a belief, a mission, or a philosophy that is meaninful.
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Values
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Feelings (emotions) Perceptions (thoughts) Actions (behaviors) - Conflict is rooted in all parts of human nature.
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Workplace conflict definition includes
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Interdependency - How much parties need each other. if high, cost of not resolving will also be high. Number of Interested Parties - As number and size increase, more difficult to resolve. Constituent representation - Do parties represent other people? Nagotiator authority - Does the representative have authority to make concessions on behalf of others Critical urgency - The greater the urgency, the less likely a concensual solution. Communication Channels - Same time same place dialogue produces far better solutions.
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Six Parts of Conflict Structure
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Conflict between two people in the workplace. - most common - Easiest to resolve through the use of: - Managerial mediation - Self mediation
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Interpersonal Conflict
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A Tip tp Help Avoid Conflict at Work: Develope Personal goals and objectives. Don't let the little things bother you. Focus on the end goal.
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True
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deal making - purchase of a new home. decision making - parties in a zoning case. dispute resolution - litigation over property rights.
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Three basic types of negotiation
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Two or more parties Interdependence Common goals Felxibility Decision-making ability
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The Five Elements to Negotiation Situations
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Avoiding Accommodative Collaborative Competing Compromising
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Five Bargaining Styles
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The two most important types of goals: 1. Content - the substance or specifics 2. Relationship - how the parties want to be viewed by each other.
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True
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1. Preparation 2. Opening Season 3. Bargaining 4. Settlement
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The Basic Stages of Negotiation
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the BEST ALTERNATIVE TO a NEGOTIATION AGREEMENT
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BATNA
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Who - who speaks for each party, is authorized to make/reject offers, and how many people will be on each team? Where - Will negotiation takes place, and what will be the seating arrangement? When - Will negotiatons begin, and how long will sessions last? How - How will offers be made, issues included in the discussions? What - What form of final agreement (handshake, verbal, written, notarized)
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The 5 W's
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Full, Open, Truthful Excange
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FOTE
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Partially, Open, Truthful Exchange (used most be negotiators)
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POTE
