And

Negotiation Skills

Conflict Management

And

“Negotiations is about issuesas well as about feelings

and personal relationships”

The golden rule of negotiation is to avoid

criticisms.

Negotiating is an art practicedby virtually everyone

and a craft practiced by few.

Collaborating: win/win

Compromising: win some/lose some

Let’s agree to respect each other’s views, no matter how wrong yours may be!

Accommodating : lose/win

Competing: win/lose

Avoiding: no winners/no losers

Negotiation Strategies

Ask yourself.

Do you feel that someone is continually taking advantage of you?

Do you seem to have fight aggressively with other to win the resources you need?

Do you struggle to get what you want from people whose help you need but over whom you have little direct authority?

If so you need to brush up your win-win negotiation skills.

The aim of win-win situation is to find a solution that is acceptable to both parties and leaves both parties feeling that they have won.

Effective negotiation skills helps you to resolve where what you want conflicts with what someone else wants.

One should think the following points before starting the negotiation:

Goal for negotiation

Trades one has for negotiation: - What do you and the other person have that you can trade?

- What are you each comfortable giving away? Alternatives for negotiation if the other person do not

reach to the agreement:- Does failure to reach an agreement leave you out of future opportunities?

Relationship with the other person:- Will there be any hidden issues that may influence the negotiation? How will you handle these?

Expected outcomes from negotiation and action plan for the same:- What has the outcome in the past and what precedents have been set?

Expected consequences after winning or loosing the negotiation for both the parties.

Who is Powerful negotiator and what powers he has?- Who controls the resources?

- Who stands to loose the most if agreement isn’t reached?

Possible Solutions:- What possible compromises might there be?

The Role of Personality Traits in Negotiation Traits do not appear to have a significantly direct

effect on the outcomes of either bargaining or negotiating processes.

Gender Differences in Negotiations Women negotiate no differently from men, although

men apparently negotiate slightly better outcomes. Men and women with similar power bases use the

same negotiating styles. Women’s attitudes toward negotiation and their

success as negotiators are less favorable than men’s.

Make sure you do not ignore any issue in order to speed up negotiation.

Active listening can changethe rules of the game and

raise the level of politenessin the negotiation

A successful negotiation requires one to invest some

time in getting prepared before the negotiation

begins.

Be sure to gather the key information for a

Successful Negotiation

PREPARATION

PROPOSAL

DEBATE

BARGAINING

CLOSING

It is never easy to ask, but it is more difficult to give. Hence, master the art of give and take because

everybody wants to benefit from the deal.

Being polite and persistent gives you an edge over the others

Be flexible in Negotiation- it is a sign of strength and not a weakness

•Attitude towards work and life has a role in the formation of the culture of an organisation.

•It is possible to influence the attitudes / value system of people through appropriate modification of the environment.

•Interplay of individual’s attitudes and organisation realities give shape to the organisation culture.

Your

Attitude

Determines

Your

Altitude

“ A young lady was waiting her flight in the boarding room of a big airport.

As she would wait for many hours, she decided to buy a book to spend her time. She also bought a packet of cookies.

She sat down on a airmchair, in the VIP room of the airport, to rest and read in peace.

Beside the airmchair there was the packet of cookies, a man sat down, opened his magazine and started reading.

When she cought the first cookie, the man

cought one also. She felt herself

infuriate but didn’t say anything. She just

thought: “What a nerve! If I was

in the mood I would punch his eye not to

forget this daring!”

To each cokkie she cought, the man cought one either.

That was letting her infuriated but she couldn’t react.

When remained only one cookie, she thought: “ah... What this abused man will do now?”

Then, the man, divided the last cookie in the middle, giving her the half.

Ah! That was too much!

She was too much angry!

Then, she caught her book, caught her things and headed to the boarding place.

When she sat down in an armchair, inside the plane, she looked into her purse to catch her eyeglasses, and, to her surprise, her packet of cookies was there, untouched, closed!

She felt so much

ashamed!! She realized that she was

the wrong one...

She had forgotten that her cookies

were kept into her purse.

The man divided his cookies with her, wihtout feeling infuriated, nervous or mad...

...while she was been very mad,

thinking that he was dividing her

cookies with him.

but there was no more time to

explain herself... Nor to

apologizes!”

There are 4 things that u can’t recover...

The stone...

...after shot!

The word... ...

...after pronounced!

The occasion...

... after lost!

The time...

...after gone!

{ Life is "now"

{ Time to do what you want to do is now

{ Desire to achieve

{ Committment to achieve

{ Capacity to get along with others

{ Clarity in target/goals

POSITIVE ATTITUDE

Our attitude in our personal life speaks volumes of our performance at work.

It is both an attitude and a skill to succeed at any level.

Our best evolves from our heart, not from our eyes.

An emotional response clouds our judgment and creates guilt.

There is no embarrassment in falling down, but problem is with not getting up and moving on is LIFE.

POSITIVE ATTITUDE

•Look for goodness in people

•Build a positive Self Esteem

•Avoid Negative Influences

•Work on Continuous Self Development

BUILDING POSITIVE ATTITUDE

Max & Max

Meet Max Max is a dog of the finest breeding. He was rigorously trained to

retrieve game at the slightest nod from his owner.

He is slightly motivate to serve his master’s needs.

Meet Max Max is talented, amiable, full of

energy, and well educated. He is anxious to enter the arena of

customer service and make a contribution, and he’s bursting with innovative ideas.

Meet Mr. Harold Mr. Harold is an average manager

of customer service for New World Imports.

Service is the byword in his department.

He has some untapped ideas about customer service.

Max and Max Max and Max both have new

opportunities – a chance to learn, a chance to show their stuff.

Each comes to learn about limits, though: stay on the lawn; get your own job figured out first, then you can start worrying about mine.

• Conflict is a necessary and healthy part of the life of all organizations.

• Conflict on the job usually represents the normal competitive urge present in most individuals.

• Conflict on the job is always the result of personality clashes.

About Conflict

• Conflict is a primary source of stress on the job.

• One of the benefits of conflict on the job is that it sometimes produces useful change.

• In resolving a conflict, a team leader must determine whether the cause is :

a) Personality clash b) The way the work is structured.

Contd…

When there is potential for one party to negatively impact another party:

Supervisor – subordinate relationshipsTeam membersCustomer interactionsOrganizational changeClash of Interest

What is Conflict

Communication problems Ambiguity Mixed messages

Verbalize one thing, yet your body language says another

Structural variables Goal incompatibility

Sales department versus credit department

Dependence issues One group (accounting)

dependent upon another (MIS)

Why Conflict

Personal factors Personality clashes

Type A versus Type B Value systems

National culture dimensions Different emphasis on quality or

quantity Different perception and area of

interest.

Contd…

Causes of Conflict:

• Personality differences• Value differences• Differences in Perspectives• Differences in Goals• Differences in Departmental

Allegiance• Ambiguities about

responsibilities

Poor communication

Seeking power

Dissatisfaction with management style

Weak leadership

Lack of openness

Change in leadership

Beginning of Conflict

Body language Disagreements, regardless of

issue

Withholding bad news

Surprises

Strong public statements

Airing disagreements through media

Conflicts in value system

Conflict Indicators

Desire for power

Increasing lack of respect

Open disagreement

Lack of candor on budget problems or other sensitive issues

Lack of clear goals

No discussion of progress, failure relative to goals, failure to evaluate the superintendent fairly, thoroughly or at all.

Contd…

Constructive Conflict Results in clarification of important

problems and issues. Results in solutions to problems. Causes authentic communication. Helps release emotion, anxiety, and

stress. Builds cooperation among people

through learning more about each other.

Helps individuals develop understanding and skills.

Helps people "be real", for example, it motivates them to participate.

Helps people learn how to recognize and benefit from their differences.

Destructive Conflict

Takes attention away from other important activities.

Undermines morale or self-concept. Polarizes people and groups,

reducing cooperation. Increases or sharpens difference. Leads to irresponsible and harmful

behavior, such as fighting, name-calling.

Hampers productivity. Lowers morale. Causes more and continued conflicts. Causes inappropriate behaviors.

Types of Conflict

The Conflict Process

Managing conflict

Encouraging Functional Conflicts

Encourage dissent by asking tough questions.

Bring people with different points of view. Designate someone to be a devil’s

advocate. Ask the team to consider an unthinkable

alternatives.

Functional Conflict

Functional Conflict Conflict that supports the goals of the group

and improves performance

“When two people in business always agree, one of them is unnecessary”

“You put a lot of smart people in a room and listen to them duke it out, and the best idea will pop out”

Task conflict Conflicts over content and goals of work Low to moderate level is functional Stimulates discussion and ideas

Dysfunctional Conflict

Conflict that hinders performance Relationship conflict

Stems from interpersonal relationships Personality clashes, value differences

Results in hostility & friction Decreases mutual understanding and

makes task completion more difficult

Managing Dysfunctional conflict

Managing Dysfunctional Conflicts Mediates the conflicts Arbitrate the conflicts. Control the conflicts. Accept the conflicts. Eliminate the conflicts.

Collaborating: win/win

Compromising: win some/lose some

Accommodating:

lose/win

Competing: win/lose

Avoiding: no winners/no losers

5 Conflict Management Strategies

Ask from yourself.

Do you feel that someone is continually taking advantage of you?

Do you seem to have fight aggressively with other to win the resources you need?

Do you struggle to get what you want from people whose help you need but over whom you have little direct authority?

If so you need to brush up your win-win negotiation skills.

The aim of win-win situation is to find a solution that is acceptable to both parties and leaves both parties feeling that they have won.

Effective negotiation skills helps you to resolve where what you want conflicts with what someone else wants.

Depending on the scale of disagreement one should think through thefollowing points before starting the negotiation:

Goal for negotiation

Trades one has for negotiation: - What do you and the other person have that you can trade?

- What are you each comfortable giving away? Alternatives for negotiation if the other person do not reach to the

agreement:- Does failure to each an agreement cut you out of future opportunities?

Relationship with the other person:- Will there be any hidden issues that may influence the negotiation? How will you handle these?

Expected outcomes from negotiation and action plan for the same:- What has the outcome in the past and what precedents have been set?

Expected consequences after winning or loosing the negotiation for both the parties.

Who is Powerful negotiator and what powers he has?- Who controls the resources?

- Who stands to loose the most if agreement isn’t reached?

Possible Solutions:- What possible compromises might there be?

Resolving Team Conflict• Conflict is an emotional disturbance or

disagreement

Six Steps to Manage Team Conflict

Clarify and identify the cause of conflict

Determine the common goal

Determine options Determine and remove the

barriers Determine solution that

everyone can accept Acknowledge solution:

win-win solution

Conflict Resolution Super-ordinate goals

Overarching, shared goal that cannot be attained without cooperation of each of the conflicting parties

Altering structural variables Changing the organizational chart

Reporting relationships Create joint-task forces

Gain appreciation of each others (groups) constraints and needs

Altering individuals Human relations training Transfers

Conflict Resolution

Mediation Neutral third party attempts to find mutually

beneficial trade-offs, suggests alternatives, & serves as a sounding board for the conflicting parties

Growing area of legal practices 60% of cases in mediation reach settlement

Arbitration Neutral third party can dictate an agreement

Allows parties to avoid the high-costs of going to trial

Always results in settlement

Conflict Resolution Techniques

• Problem solving• Super co-ordinate goals• Expansion of resources• Avoidance• Smoothing• Compromise• Authoritative command• Altering the human variable• Altering the structural variables

Meditation Close your eyes – Relax Wear a Gentle Smile Go in deeper Relaxation Deep Breathe Gently roll up your Eyeballs Surrender to Subconscious Mind Handover the problem to subconscious mind

(Now go to sleep – Expectantly) Visualize Results / Express Gratefulness next

morning(Before opening your eyes)

to delegate,all you needisfaithin the other person ...

Andfaith

movesmountains !

Delegation

If We Handle Life

Situations Well, the Conflict can be better

Managed

Worry As Cause Of ConflictWorry As Cause Of Conflict

Worrying for situations which never happens. 40%

Worrying for situations which has happened in the past 30%

Worrying for situations which concerns others. 12%

Worrying for illness which may be real or imaginary 10%

Situations which needs attention, Competence and Opportunity to prove. we should not be worried but should be concerned.

8%

One can avoid conflict if we understand the above life situations.

We listen &Find Solutions

EGOSELF

Remain at Base LevelAccept Authority of Other

EGOOTHER PERSON

Ego Cause Of Conflict-Ego Cause Of Conflict- Mind Mind BlockageBlockage

We hear & don’t Listen

TENSION

CONFLICT

FRUSTRATION

HELPLESSNESS

INSULT

ANGER

DEPRESSION

STRESS

Conflict A Silent KillerConflict A Silent Killer

AGRESSION

Forgiveness is your Biggest Asset