Module 16Module 16Conflict and NegotiationConflict and Negotiation

Module 16

• What should we know about dealing with conflict?

• How can we negotiate successfully?

16.1

Dealing With Conflict• Conflicts can occur over substantive or

emotional issues• Conflicts can be both functional and

dysfunctional• Organizations have many sources of

potential conflict• People use different interpersonal conflict

management styles• Structural approaches can help deal with

conflicts in organizations

DEALING WITH CONFLICT

Substantive and Emotional Conflict

• Conflict– Disagreement among people

• Substantive conflict– Disagreement over goals, tasks, allocation of

resources, policies, procedures• Emotional Conflict

– Disagreements involving distrust, anger, dislike, fear, resentment, relationships

DEALING WITH CONFLICT

Functional and Dysfunctional Conflict

• Functional conflict – Constructive, creates greater effort and

creative problem solving• Dysfunctional conflict

– Destructive, hurts task performance

DEALING WITH CONFLICT

Functional and Dysfunctional Conflict

DEALING WITH CONFLICT

Sources of Conflict

DEALING WITH CONFLICT

Conflict Management Styles

DEALING WITH CONFLICT

Structural ApproachesManagement actions that can help bring a

resolution to a conflict

16.2

Successful Negotiation• Negotiation is a process of reaching

agreement• Negotiation can be approached in

distributive or integrative ways• Integrative agreements require

commitment, trust and information

16.2 CONTINUED

Successful Negotiation• Successful negotiation should meet high

ethical standards• Negotiators should guard against common

negotiation pitfalls• Mediation and arbitration are forms of

third-party negotiation

SUCCESSFUL NEGOTIATION

Negotiation • Negotiation

– Process of making joint decisions when parties have alternative preferences

• Effective Negotiation – Resolves the issue and

maintaining positive relations between the parties

SUCCESSFUL NEGOTIATION

Negotiation

SUCCESSFUL NEGOTIATION

Negotiation • Distributive negotiation

– Hard• Competitive, focus on self-interest, win at all costs

– Soft• Back off and accepts loss to “get it over with”

• Integrative negotiation – Interests of all parties are considered and

valued

• Integrative Agreements– Require commitment, trust and information– Fisher and Ury’s four rules:

SUCCESSFUL NEGOTIATION

Integrative Agreements

SUCCESSFUL NEGOTIATION

Integrative Agreements

SUCCESSFUL NEGOTIATION

Ethics • Successful negotiations should meet high

ethical standards

SUCCESSFUL NEGOTIATION

Negotiation problems • Common pitfalls in negotiations

SUCCESSFUL NEGOTIATION

Third Party Negotiations• Mediation

– Neutral third party (mediator) tries to improve communication and keep negotiations focused on relevant issues

• Arbitrator– Neutral third party (arbitrator) considers facts

and acts as a judge to issue a final binding decision

SUCCESSFUL NEGOTIATION

Module 16 Case• AFL-CIO – Managing Dissent While

Supporting Labor