Chapter 9

Chapter 9: Resolving Conflict with Others

• Conflict is neither good nor bad.

• Conflict is inevitable.

• Conflict does not have to result in winners and losers.

Key Messages About Conflict .

Determining the type of conflict enables you to deal with it.

Because we are all different, differences in points of view are inevitable.

It has the potential to increase understanding, stimulate positive change, and facilitate human

relations.

Conflict can be a good thing.

But it can lead to relational stalemates..

Or worse!

Which type are you?

http://www.youtube.com/watch?v=V-KMojzH8Ys&feature=related

Although the assertive style is the preferred style, it may not always be appropriate. There may be situations when one of

the other styles is more appropriate.

For example, if the co-worker is a three

hundred-pound bully, let’s go for the passive

style!

It is an everyday occurrence. Life is an endless series of interactions that require negotiation.

In the workplace you will be confronted with situations in which you are called upon to negotiate, to reach an agreement, or to settle a difference of opinion.

Everyone is a Negotiator.

What you say is often less important than how you say it.Tone, Posture, and Body Language Are Important Negotiating Skills

Negotiation Skills

• Understanding and recognition do not mean compromise and concession!

Negotiation Skills

Four Magic Phrases in Negotiation http://www.youtube.com/watch?v=g5RknemM8Hw&feature=related

Take this Quizhttp://money.cnn.com/quizzes/2008/fortune/negotiation_skills/2.html?score=0

Business Conflicts with Customers:Tips for dealing with unhappy

customers, clients, patients

http://www.youtube.com/watch?v=ACKbkmO9rLg&feature=related

It de-emphasizes personalities in favor of emphasizing the issues.

In other words, it separates the person

from the problem.

Collaborating: The "win/win" negotiation

approach has these positive attributes:

• The collaborative, or win-win, approach to negotiation is usually the most effective and most rewarding for both parties.

• However, there will be certain situations you will confront where the concept of compromise, or give-get, fits better.

Compromising: The Give/Get Principle of Negotiation

• In a zero sum game, the person who makes the first offer is at a disadvantage – sets the outer limits of price, other terms

• Improve zero-sum negotiation skills by:– Understanding your objectives– Understanding the other side’s objectives

Distributive BargainingWatch the link below:

www.ebaumsworld.com/video/watch/80747676/

http://www.youtube.com/watch?v=MC32nbGVuJM

Bullies in the Workplace Video

A Final Word From STEVE JOBS:One of America’s Great Workplace Heroes

http://www.youtube.com/watch?v=f60dheI4ARg&feature=related