BUS641: Strategic Negotiations and Conflict Management

2a. Examine the communication skills needed to resolve a conflict

• What communication skills might be needed to resolve a conflict?
• Can you develop the skills necessary to resolve a conflict?
• How can you use the communication skills you have to resolve a conflict?
• Why are communication skills necessary in conflict management?

We all use communication skills to get through our day. At work, we may communicate with coworkers, managers, other departments, or outside companies. Many organizations look for people with good communication skills because they may resolve issues quickly and easily. Some of these communication skills might include being a good listener or the ability to understand both sides and empathize with each side by explaining needs and wants.

Asserting your needs and wants is another important skill during a negotiation and is important when attempting to resolve a conflict. By communicating those needs with others and understanding their needs as well, you may be halfway through the resolution process before it officially begins. Most people want to work with someone they like. Being likable is a communication skill that most people have not mastered (or may not care to master), but the more likable someone is, the more we want to work with that person, and the more easily we may be willing to resolve a conflict.

To review, see Communications Skills.

 

2b. Examine how to successfully conduct a difficult conversation

• What is a difficult conversation?
• Why do we need to have difficult conversations?
• How can we successfully have a difficult conversation?

A difficult conversation is just that: a conversation we need to have with someone but may avoid because we know it will be difficult. It can also be very uncomfortable to have a difficult conversation. But if we avoid having a necessary difficult conversation, problems will most likely ensue.

For example, if you have an employee who does something their coworkers do not like, then it is important to have a conversation with that employee. Even if the situation has nothing to do with work, it must be dealt with to keep the peace. If it is not dealt with, then there may be arguments or even some employees who will treat that employee badly because they are not like the other employees. This is essentially confronting the conflict before it progresses too far and attempting to resolve the issue in the short term.

To review, see Confronting Conflict.

 

2c. Evaluate why cultural differences will be a factor to consider in a negotiation

• What is an example of a cultural difference?
• Why should we consider cultural differences in a negotiation?

Understanding the cultural differences that might be a factor in a negotiation is important so that you can better manage the conflict. For example, if you have an employee who is from another country and may communicate with team members in a different way, then it will be useful for you to understand how to deal with this new team member and the interactions with the team.

If you treat that employee differently, then so will the rest of the team. So, it is important for you to display proper communication from the start, and ensuring you understand the cultural differences is important. Cultural differences may include mannerisms, language, and/or habits specific to that culture. It is important to encourage a diverse workforce because these differences may add strength to your team as different opinions and attitudes may arise.

To review, see Cultural Differences.

 

2d. Examine how emotions and bias affect the negotiation process

• How might emotions affect the negotiation process?
• What is bias?
• How might bias affect the negotiation process?
• Why is it important to understand emotions and bias as it relates to the negotiation process?

Emotions and bias play a large part in the negotiation process, and it is important to monitor these as they can affect a resolution. Emotions that might arise during the negation process include anxiety, self-doubt, pessimism, or a positive attitude. For example, if one person in a negotiation process is pessimistic about the outcome of the conflict, then that person may be able to easily sway others to feel the same. And if that pessimistic attitude continues, then the negotiation may never be resolved.

In the workplace, bias can occur when a supervisor prefers one employee over another and may treat that person differently than other employees, and as a result, you lose the trust of other employees. In a negotiation, a personal bias may occur when one side of the negotiation believes they know exactly how much money will be required to resolve the conflict, and they will not be swayed. The result is that neither side is able to resolve the conflict.

To review, see Maintaining Positive Emotions and Types of Bias.

 

Unit 2 Vocabulary

This vocabulary list includes terms you will need to know to successfully complete the final exam.

• communication skills
• cultural differences
• difficult conversations
• emotions
• personal bias