• Unit 5: Summary of Conflict Management and Negotiation

    Now that you understand conflict management and negotiation well, we will look at common mistakes during this process. It is important to review the mistakes of others so that you may avoid them in the future. There will be times when a resolution cannot be found, and this will be the time for a third party to become involved. This unit will cover when that occurs and the mediation options. Training employees is an important part of a manager's job, and showing employees how to resolve conflict is an important skill to focus on. We will also cover conflict resolution and negotiation training, look at ways to close the negotiation process, and consider how to create an agreement that includes what was resolved.

    Completing this unit should take you approximately 7 hours.

    • Upon successful completion of this unit, you will be able to:

      • examine mistakes made in the negotiation process;
      • evaluate when to use a third party to help resolve the conflict;
      • examine the process of closing the conflict;
      • examine training employees on the negotiation process; and
      • evaluate the mediation process to resolve issues.

    • 5.1: Avoid Negotiation Mistakes

      During a negotiation, many mistakes may be made that will make the process longer or alienate one side making it more difficult to reach a successful agreement. These mistakes may be avoided by conducting your research and understanding what each side needs.

      • Why Is It Important to Review Past Mistakes? Page

        It is important to review past mistakes because you may be able to avoid them during the current negotiation. These mistakes may have been made by you, the other side in a previous negotiation, or by others in another negotiation. You can learn from these mistakes and ensure you do not make them in your negotiation. This video mentions common mistakes made during conflict management and how to avoid them.

      • Reviewing Common Mistakes Page

        Any research you can find about either side of a negotiation may help you resolve a current negotiation. Any information about how someone or an organization handled past negotiations and what mistakes were made may be useful to you. This short video includes information about mistakes that can be made during the negotiation process.

      • Avoiding Mistakes Page

        Understanding why and how mistakes were once made during the negotiation process may help you avoid those same mistakes during future negotiations. This video includes negotiation stories that review mistakes that can occur during the conflict management process.

    • 5.2: When to Use a Third Party to Mediate

      After many rounds of negotiation, it may become clear that you will not come to an acceptable resolution to the conflict, but you still want to resolve the issue. This section will review potential options for resolution.

      • When the Negotiation Fails Page

        Mediation is an alternative way to resolve a conflict. Mediation involves a third party who assists both parties to come to a resolution. This alternative is less expensive than taking the case to court, and it will provide a resolution and may result in a win-win situation. Each side may need to make allowances to come to a resolution. It will involve a third party who listens to each side and decides. Read this section about mediation, its benefits, the steps involved, and the ethical issues related to mediation.

      • Solving Problems with Mediation Page

        This interesting video explains the mediation process and gives a few examples of what can happen in a mediation session.

      • Mediation and Case Management: Do's and Don't on the Way to Successful Mediation Page

        When negotiation does not work, other options might include mediation and arbitration. This video includes information about successful mediation and what is needed and not needed during the mediation process.

      • Arbitration Page

        Arbitration is another option to resolve disputes and involves a third party who acts as a judge and listens to each side to make a determination. Each side agrees to the arbitration and whatever outcome the arbitrator makes. This alternative is less expensive than taking the case to court and will provide a resolution. Each side agrees to the arbitrator and whatever the outcome is made by the arbitrator. Read this section about the arbitration process. This section covered mediation, arbitration, and using third parties to help settle a conflict after a failed negotiation. What are the benefits and downsides of using one of these third parties to settle a conflict? Can you give examples of times you've used third parties to settle a conflict?

    • 5.3: Training Employees to Handle Conflict

      Now that you have a good understanding of negotiation and potential alternatives, you must train employees on the negotiation process. This is important as you move through successful negotiations that have involved your employees.

      • Why Employees Need to Be Trained Page

        Training employees is one way to ensure that your employees do what is expected in the workplace. This video explains coaching, training, and mentoring of employees and why each is important in your role as a manager.

      • Train Employees to Handle Conflict Page

        Training employees about handling conflict is important as you develop your team and include them in the negotiation process. By training your employees on this process, you will make your job easier in the future, and employees will be able to handle negotiations independently. These skills can be developed by including employees in conflict resolution cases in your department, company, or even with an outside company. Answer the concept check questions at the end, read the case study, and answer the critical thinking questions. How might you train employees on conflict management? What are the benefits of training employees on this topic?

    • 5.4: Closing the Conflict and Creating an Agreement

      Once a negotiation has been resolved, it is important to take the necessary steps to close it. This section will cover the various steps you may need to take to close the negotiation.

      • After You've Resolved the Conflict Page

        If the resolved conflict occurred with an outside vendor or company, then it may require that a contract be created that ensures each person does what they agreed to. For those resolutions that end in arbitration, a conflict resolution agreement will be created, and each party will be responsible for their part of the resolution. This type of contract can also be created for any negotiation resolution, and it can be as formal or informal as long as both parties agree. This agreement will also state what will occur if one party fails to complete their part of the agreed-upon tasks. A simple internet search will yield sample drafts of what this contract might include. This video explains a few more tactics to get to that resolution, including how to wrap up a negotiation once an agreement has been made.

      • Creating a Conflict Resolution Agreement Page

        If you have successfully settled a conflict between employees, congratulations! Now you will need to take measures to ensure the conflict is closed so that you can move forward with the resolution. Suppose your employees have agreed to the resolution. In that case, you must take the necessary step to follow up on issues and ensure that whatever was agreed to actually occurs. If employees have agreed to take certain steps, you must also follow up and make sure they follow through. Sometimes a brief meeting with everyone may be necessary to ensure everyone agrees and follow-through has occurred. These steps can also be used if a resolved conflict occurs between departments in your organization. This video reviews governmental settlements made during negotiations in South Africa.

    • Unit 5 Summary

      • This course covered conflict management and negotiation and included examples that occur in the workplace and that you might encounter in your daily life. Conflict or negotiation may occur between you and a co-worker, or employee, with another manager, or even between yourself and a vendor. As a manager, you may see conflict within your team, between departments, managers, or outside vendors, which you may need to deal with daily. When you understand why conflict occurs, you can assess how to handle conflict on your own team, which will help you become a more efficient manager. Good luck in your future negotiations.

    • Unit 5 Study Resources

      This review video is an excellent way to review what you've learned so far and is presented by one of the professors who created the course.

    • Unit 5 Assessment

      • Unit 5 Assessment Quiz
        Receive a grade

        Take this assessment to see how well you understood this unit.

        • This assessment does not count towards your grade. It is just for practice!
        • You will see the correct answers when you submit your answers. Use this to help you study for the final exam!
        • You can take this assessment as many times as you want, whenever you want.