Effective Conflict Resolution Strategies: Communication and Negotiation Skills

1. Select the Appropriate Strategic Approaches for Managing Conflict(LO 3) the role of communication in resolving conflict. Describe the power-based, rights-based, and interest-based approaches to addressing conflict. Demonstrate communication skills at all levels during a conflict resolution process. Describe the purpose of individual skills and their role on conflict resolution. Describe the negotiator's dilemma and how to overcome it. Describe the differences between distributive and integrative negotiation.

2. Three Approaches to Conflict Exert power – to impose resolution Seek to exert superior claims – rights and entitlements Articulate interests – understand interests of the other party

3. Common Strategies Distributive – parties take an adversarial approach – win-loss Integrative – parties share interests and needs and explore until a resolution suits both

4. Power-Based Approach One party can wield power over a weaker party and force compliance Cost – lost trust, damaged relationship Places used – war, social and political issues, labor/management, manager behaviors, employee behaviors

5. Rights-Based Approaches Depend on rules, policies, laws, procedures, or similar frameworks Argue that one is right because of entitlement Potential for violence not usually physical, but battle is fought through appeals Occur – law, employment policies and procedures

6. Interest-Based Approaches Focus on parties underlying needs and desires in finding solutions “Why” Ideal context for resolving is the “collaborative model” Third party intervention – mutual agreement Grievance avoidance – work setting to work to a collaborative approach

7. Distributive vs. Integrative Distributive – traditional adversarial type of bargaining (potential outcome is fixed) Leverage positions for maximum gain Adversarial, not necessarily negative (harsh) Integrative – interest-based approach Premtise that developing and preserving relationships is key Educate parties about needs, interests beyond black and white

8. Negotiator’s Dilemma Goal is to maximize gains – but to achieve this information must be withheld This creates resistance in the other party, causing them to withhold information Negotiators realize that the best outcome lies in creating value for the other party Achieving mutual gains requires open communication

9. The Role of Communication(steps to conversational dialogue) Explore different assumptions Develop an objective view & description of the conflict Give up persuasion in favor of exploration of different perspectives Look critically at all sides to the controversy Express hope, belief in the goodwill of the other person & intention to succeed.

10. Choosing The Right Approach Depends on party’s objectives Manager usually best served to use integrative approach BUT – hard-nosed vendors, customers, price gougers, selfish interests Valid reasons to avoid and to compete!