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Communication Skills - Managing Conflicts

Managing Conflicts
  • What are Conflicts About?
    • The Topic at hand
      • Pay and other compensation
      • Resources
      • Scheduling
      • Job assignments
      • Quality of products and services
      • Budgeting
    • The Process: some disputes are more about 'how' to do something tant what to do. Some common issues are
      • Labor and management - work contract disputes
      • Distribution of task in a project team
      • Choice of event for fundraising
    • Relational Issues: how parties want to be treated by one another
      • Among family members
      • Employer vs. Employees
      • Management and hierarchy
    • Ego/Identity Issues
      • Competence
      • Commitment
      • Fairness
      • Honesty
      • Reasonableness
      • Professionalism
  • Approaches to Conflict
    • Avoiding: one way to deal with confliect is to avoir it whenever possible and withdraw when confronted. 
      • Refusing to take phone call
      • Staying barricaded in the office
      • Psychological : denying that a problem exists or that it is serious, repressing emotional reactions
      • Avoiding may have drawback  and may have unaceptable costs (loss of self-respect, frustration, problem 
    • Consider Avoiding
      • When an issue is genuinely trivial, or when more important issues are pressing.
      • When you have no chance of winning.
      • When the potential for disruption outweights the benefits of resolution.
      • To let others cool down and regain perpective.
      • When the long term costs of winning may outweigh short-term gains.
      • When others can resolve the conflict more effectively.
    • Consider Accommodating
      • When you find you are wrong
      • When the issue is important to the other party and not important to you
      • To build social credit for later issues
      • To minimize loss when you are outmatched and losing
      • When harmony and stability are more imporant than the subject at hand
      • To allow others to learn by making their own mistakes. 
    • Consider Competing
      • When quick, decisive action is vital (e.g. emergencies)
      • On important issues where unpopular actions need implementing (e.g. Cost cutting, enforcing unpopular rules)
      • When others will take advantage of your noncompetitive behaviour.
    • Consider Collaborating
      • To find solutions when both parties' concerns are too important to be compromised 
      • When a long-term relationship between the parties is important
      • To gain commitment of all parties by building consensus
      • When the other party is willing to take a collaborative approach.
    • Consider Compromising
      • When goals are important but not worth the effort or potential disruption of more assertive modes
      • When opponents with equal power are committed to mutually exclusive goals
      • To achieve temporay settlements of complex issues
      • To arrive at expedient solutions under time pressure
      • As a backup when collaboration is unsuccessful
  • Handling Conflicts Constructively 
    • Negotiation strategies and outcomes: a common negotiating strategy is the competive win-lose approach. No one seeks lose-lose outcomes, but they can arise when competitors try to gain an advantage at one another's expense. Sometimes it seems better to compromise than to fight battles in a competitve manner and risk a lose-lose outcome. When negotiators collaborate, they can often - though not always - achieve a win-win outcome, in which everybody involved is satisfied. Examples of win-win solutions:
      • Shorter working hours for teachers
      • Increasing employee compensation
      • Blending business goals and community beauty
    • Preparing to negotiate
      • Clarify your interests and needs
      • Consider the best time to raise the issue
      • Prepare your statement
    • Conducting the negotiation
      • Identify the ends both parties are seeking
      • Brainstorm a list of possible solutions
      • Evaluate the alternative solutions
      • Implement and follwo up on the solution
    • A Case Study of win-win problem solving
      • Identify the needs of both parties
      • Brainstorm a list of possible solutions
      • Evaluate the alternative solutions
      • Implement the solution
      • Follow-up on the solution
YourVietBooks is a collection of books on Vietnam for Readers who are interested in Vietnam's History, Culture, Language, Economy, or Business. Most titles are in English, but some are only available in French or Vietnamese. We can provide interested parties an accurate translation of some parts of the books for your research purposes. Translations are done by YourVietnamExpert's qualified and experienced translators.

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