copyright 2003 mcgraw-hill australia pty ltd ppt t/a communication for business by access series...
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Copyright 2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series Slides prepared by TAFE NSW—Access Division 2–3 What is conflict? Differing needs The state in a relationship or interaction when two or more people are attempting to have differing needs met in a way that creates discomfort and results in negative reactions or responses. Different goals Conflict can occur when there is a sufficiently large gap between one person’s goals and those of another to affect the relationship between them.TRANSCRIPT
Copyright 2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSW—Access Division2–1
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Copyright 2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSW—Access Division2–2
Resolving Conflict and Negotiating Topics Discussed: Chapter
2• What is conflict?• Conflict in the workplace• Causes and signs of conflict• Stages of conflict• Factors affecting conflict• Responding to conflict• What is negotiation?• Preparing for and conducting a negotiation• Evaluating the effectiveness of a negotiation
Copyright 2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSW—Access Division2–3
What is conflict? Differing needs
The state in a relationship or interaction when two or more people are attempting to have differing needs met in a way that creates discomfort and results in negative reactions or responses.
Different goals Conflict can occur when there is a sufficiently
large gap between one person’s goals and those of another to affect the relationship between them.
Copyright 2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSW—Access Division2–4
Workplace conflict Possible effects of workplace conflict:
• Breaches of contract• Personal actions• Loss of business• Low morale among employees, perhaps
leading to high staff turnover
Copyright 2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSW—Access Division2–5
Causes and Signs of Conflict
Anger Physically aggressive acts Verbal threats or aggression Signs of distress Intimidation, sarcasm or ridicule Resentment
Copyright 2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSW—Access Division2–6
Stages of Conflict
Harmony Discomfort Trigger General tension and misunderstanding Crisis
Copyright 2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSW—Access Division2–7
Factors Affecting Conflict Personal factors:
• Needs and wants• Self-concept• Past experience• Health
Environmental factors:• Management culture• Uncertainty• State of business• Pressure from clients• Weather
Personal styles
Copyright 2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSW—Access Division2–8
Responding to Conflict
Style Message/attitude
Aggressive I win; you lose
Passive I lose; you win
Assertive I win; you win
Copyright 2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSW—Access Division2–9
Assertive behaviour ‘I’ statements:
1. How you feel2. The situation3. What you would like to happen
Use assertive behaviour appropriately
Copyright 2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSW—Access Division2–10
Managing ConflictSTEP ONE
Acknowledge your emotions
STEP TWOIdentify the
problem
STEP THREEPlan how you
will deal with it
STEP FOURCommunicate
effectively
STEP FIVEUse an effective
close
STEP SIXFollow up the
outcomes
Copyright 2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSW—Access Division2–11
What is negotiation? Negotiation involves two or more people
who want to achieve a solution to a problem.
Negotiation is a joint agreement on the settlement of differences about a particular issue.
Negotiation is a process consisting primarily of communication.
Copyright 2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSW—Access Division2–12
The Negotiation Process
1. Preparing for the negotiation
2. Conducting the negotiation
3. Evaluating the effectiveness of the negotiation
Copyright 2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSW—Access Division2–13
Preparing for negotiation Identify the problem Define the goal Gather and record all relevant facts
about the negotiation situation Map the negotiation Anticipate possible outcomes
Copyright 2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSW—Access Division2–14
Conducting the negotiation1. Setting up the negotiation
• Time • Location• Furniture and seating• Team members
2. During the negotiation• Get agreement on the process• Define needs instead of solutions• Deal with emotions first• Be soft on people but hard on the problem• Get agreement on the criteria for a successful
outcome
Copyright 2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSW—Access Division2–15
Evaluating the effectiveness of the negotiation
Confirm areas of agreement Check viability Record the agreement Decide on follow-up action