Page 22 - DMGT519_Conflict Management and Negotiation Skills

Conflict Management and Negotiation Skills

Notes Step Three: Agree the Problem

This sounds like an obvious step, but often different underlying needs, interests and goals can
cause people to perceive problems very differently. You’ll need to agree the problems that you
are trying to solve before you’ll find a mutually acceptable solution.
Sometimes different people will see different but interlocking problems – if you can’t reach a
common perception of the problem, then at the very least, you need to understand what the
other person sees as the problem.

Step Four: Brainstorm Possible Solutions

If everyone is going to feel satisfied with the resolution, it will help if everyone has had fair
input in generating solutions. Brainstorm possible solutions, and be open to all ideas, including
ones you never considered before.

Step Five: Negotiate a Solution

By this stage, the conflict may be resolved: Both sides may better understand the position of the
other, and a mutually satisfactory solution may be clear to all.

However you may also have uncovered real differences between your positions. This is where
a technique like win-win negotiation can be useful to find a solution that, at least to some extent,
satisfies everyone.
There are three guiding principles here: Be Calm, Be Patient, Have Respect.

Self Assessment

Multiple Choice Questions:
11. The internal or external tension that occurs when you have difficulty meeting important
needs is known as
(a) submission (b) Compromise
(c) conflict (d) Assertiveness
(e) Fight
12. Which statement about conflict is false?

(a) Conflicts are inevitable
(b) Conflicts also present opportunities.
(c) Conflicts provide occasions for growth.
(d) Conflicts always create negative interpersonal relations.
(e) Conflicts bring problems that need to be dealt with into the open.
13. A managed conflict is evidenced by

(a) Dissatisfaction and reduced productivity at work
(b) Placing blame on others for the problem at hand
(c) A pursuit of “win-win” resolutions

(d) Reduced opportunities for future cooperation

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