Conflict Management and Negotiation Skills

Table of Contents
Conflict organizational conflicts Effect of conflict on organization Types of conflicts conflict Management Techniques to minimize conflict Negotiation Stages of Negotiation Importance

Group members
Natasha Shafique Jehanzaib Ahmad Waheed Ahmad Noman Ansari Saad Naeem MBE-11-17 MBE-11-32 MBE-11-54 MBE-11-06 MBE-11-60

Natasha Shafique
MBE-11-17

What is a Conflict?
Conflict is a disagreement between people that may be the result of different ideas, perspective, priorities, preferences, beliefs, values, goals and organizational structures

What is a organizational conflicts?

It is a state of disorder caused by the actual and perceived opposition of needs, values and interest between people working together

Effect of conflict on organization

Conflict have both positive and negative effect on the performance of organization

Conflict is negative when it:

Takes attention away from other activities Damage the spirit of the team and individual Divides people and groups, and makes opportunities difficult Makes people or groups focus on their differences Leads the harmful behavior, like fighting or name calling

Conflict is positive when it:

Clears up important problems or issues Brings about solution to problem Gets everyone involved in solving issue Causes real communication Releases emotions, anxiety and stress in positive way Develop understanding and skills

Waheed Ahmad
MBE-11-54

Types of conflicts
Interpersonal Conflict:
Conflicts between individuals due to differences in their goals and values.

Intra-group conflict:
Conflict with in group or team is known as intra group conflict

Types of conflict
Intergroup Conflict:
Conflict between two or more teams is called inter group conflict. Managers play a key role in resolution of this kind of conflict.

Inter-organizational Conflict:
conflict that arises across organizations is called inter-organizational conflict.

conflict Management
Conflict management involves implementing strategies to limit the negative aspects of conflict and to increase the positive aspects of conflict at a level equal to or higher than where the conflict is taking place

Techniques to minimize conflict

Focus on what is said, not how it is said. Ask yourself: is there any truth to what I am hearing? Do not formulate a response right away; just listen. Clarify and reflect on what you are hearing. Dont respond to high intensity, emotional words. Appreciate the persons uniquenesspositive and negative. Monitor your non-verbal leakage. Recognize emerging needs and interests of the other person. Dont interrupt no matter how angry you feel. Excuse yourself for a time-out if emotions have escalated

Jehanzaib Ahmad
MBE-11-32

Avoiding
No Winner, No Loser
Avoidance is one of the most common

strategies for coping with conflict. Avoiding a conflict doesn't mean you're a coward unless, of course, you do it all the time. For example, if you postpone a meeting, immediately get to work, prepare yourself and reschedule

When to use:
When the conflict is small and relationships are at stake When you're counting to ten to cool off When more important issues are pressing and you feel you don't have time to deal with this particular one When you have no power and you see no chance of getting your concerns met When you are too emotionally involved and others around you can solve the conflict more successfully When more information is needed

Drawbacks:
Important decisions may be made by default Postponing may make matters worse

Accommodation
I lose, you win
Accommodation sacrifices one's own goals for the sake of the other person. Accommodators often use phrases like: "Whatever you want is fine with me. However, if accommodation is the only style a person utilizes, he or she is advised to learn more skills.

When to use:
When an issue is not as important to you as it is to the other person When you realize you are wrong When you are willing to let others learn by mistake When you know you cannot win When it is not the right time and you would prefer to simply build credit for the future When harmony is extremely important When what the parties have in common is a good deal more important than their differences

Drawbacks:
One's own ideas don't get attention Credibility and influence can be lost

Competition
I win, you lose
Competition, is a style that maximizes reaching one's own goals or getting the problem solved at the cost of the other party's goals or feelings. While always choosing competition has negative repercussions for relationships, businesses and cultures

When to use:
When you know you are right When time is short and a quick decision is needed When a strong personality is trying to steamroller you and you don't want to be taken advantage of When you need to stand up for your rights

Drawbacks:
Can rise conflict Losers may get revenge

Compromise
You bend, I bend
This is a middle-of-the-road strategy that gets everyone talking about the issues and moves you closer to each other and to a resolution. Compromise can be chosen when other methods have failed and when both you and your opponent are looking for middle ground.

When to use:
When people of equal status are equally committed to goals When time can be saved by reaching intermediate settlements on individual parts of complex issues When goals are moderately important

Drawbacks:
Important values and long-term objectives can be derailed in the process May not work if initial demands are too great Can generate doubt, especially if there's no commitment to honor the compromise solutions

Collaboration/Problem solving
I win, you win

Collaborating means working together to resolve the conflict and necessitates information gathering as well as some form of problem-solving

When to use:
When there is a high level of trust When you don't want to have full responsibility When you want others to also have "ownership" of solutions When the people involved are willing to change their thinking as more information is found and new options are suggested When you need to work through animosity and hard feelings

Drawbacks:
The process takes lots of time and energy Some may take advantage of other people's trust and openness

Noman Akram Ansari

MBE-11-06

Negotiation
It is a Bargaining process between two or more parties (each with its own aims, needs, and viewpoints) seeking to discover a common ground and reach an agreement to settle a matter of mutual concern or resolve a conflict. The process of making joint decisions when the parties involved have different preferences. It is a dialogue between people and parties.

Stages of Negotiation
Preparation Discussion Classification of goals

Implementation

Agreement

Negotiation towards a WINWIN situation

1. Preparation
Before any negotiation takes place, a decision needs to be taken as to when and where a meeting will take place to discuss the problem and who will attend. Setting a limited timescale. Undertaking preparation before discussing the disagreement will help to avoid further conflict.

2. Discussion
During this stage, individuals or members of each side put forward the case as they see it. Key skills during this stage are questioning, listening and clarifying. Each side should have an equal opportunity to present their case.

3. Clarifying Goals
The goals, interests and viewpoints of both sides of the disagreement need to be clarified. It is helpful to list these in order of priority. Through this clarification it is often possible to identify or establish common ground.

Saad Naeem
MBE-11-60

4. Negotiate for a WIN-WIN Outcome

This stage focuses on what is termed a WIN-WIN outcome where both sides feel they have gained something positive through the process of negotiation. A WIN-WIN outcome is usually the best outcome however it may not always be possible but through negotiation it should be the ultimate goal.

5. Agreement
Agreement can be achieved once understanding of both sides viewpoints and interests have been considered. It is essential to keep an open mind in order to achieve a solution. Any agreement needs to be made perfectly clear so that both sides know what has been decided.

6. Implementing a Course of Action

From the agreement, a course of action has to be implemented, to carry through the decision.

Importance
The process of negotiation starts the moment an employee gets a selection call from an organization. It is essential that the individual responsible for hiring employees negotiates well with the candidate. Negotiation is one of the tools that help settling a conflict. Negotiators have well-recognized interests in the outcome, either in getting a settlement. It is always better to try negotiating the conflict first than give it away and let an arbitrator decide about a solution. We should keep in mind that the less costly solution is one that is focused on joint problem solving. Focusing on interests, compared to focusing on rights or power, tends to produce higher satisfaction with outcomes, better working relationships and less recurrence.