Conflict Management &

Negotiation

Managing Conflict:
Performance

High

Low
Complacency

Managed

Conflict

Intense

Definitions
Conflict
Interaction of persons who perceive incompatible
goals and interference from one another in achieving
those goals

Negotiation
A process in which two or more parties attempt to
reach acceptable agreement in a situation
characterized by some level of disagreement.

KEY STEPS
Analyze Situation

Identify your needs

ImportanceIs it worth it?
Zero-sum
Strength of position
Future Interactions?

Analyze other party(ies)

Real needs, interests
Strengths/Weaknesses
Their styles/approach

Select Appropriate Approach

Conflict Style
Negotiation (Integrative, Distributive)

Styles of Conflict Resolution

Aggressive

Competition
(forcing)

Satisfy
Self?

(Manager exerting authority)

Collaboration
(Marriage Counselors/Labor
mediation)

Compromise
(Union-Management)

Passive

Avoidance

Accommodation

Uncooperative

Cooperative

(Most common approach)

(Acquiescent Parent)

Satisfy Other?
(Cooperativeness)

INTEGRATIVE
NEGOTIATION
Conditions
Generally best
Win-Win is possible
Opponent is willing

DISTRIBUTIVE NEGOTIATING
Conditions

Zero-sum game
Opponent is distributive
You have the power
Relationship not critical

DISTRIBUTIVE STRATEGIES
Identify target and resistance points
Goal?
Start moderately high/low, make concession, get stingy
View initial offers as a starting point

Persuasion
Leverage Power: Facts, Experience, position
Fairness
Emotions
Closed
Manage Perceptions

INTEGRATIVE
NEGOTIATION
Conditions
Generally best
Win-Win is possible
Opponent is willing

Key?
Integrative Strategies?

INTEGRATIVE
NEGOTIATION
Integrative Strategies

Openness
Trust
Flexibility
Begin Positively
Focus on the Issue
Remain Rational
Use objective criteria

Styles of Conflict Resolution

Aggressive

Competition
(forcing)

Satisfy
Self?

(Manager exerting authority)

Collaboration
(Marriage Counselors/Labor
mediation)

Compromise
(Union-Management)

Passive

Avoidance

Accommodation

Uncooperative

Cooperative

(Most common approach)

(Acquiescent Parent)

Satisfy Other?
(Cooperativeness)

CHOOSING A STYLE
Competition (forcing)

Time is an important constraint

Issue is unpopular/action must be taken
Commitment is not critical
Competitive others
You have the power

Collaboration

Too important for compromise

Time pressures are minimal
All want win-win
Communication-based

CHOOSING A STYLE
Avoidance

Issue is trivial
Costs/disruptions outweigh benefits
Problem may solve itself
Based on personal differences

Accommodation
Issue is more important to the other party
Stockpile Credits
Minimize loss

Compromise
Equal power with exclusive goals
Temporary solution to a complex issue
Tight time constraints