Relationship Management

Question 1

Process of developing mutually beneficial contacts through the exchange of info

Answer 1

Networking

Question 2

Effective networking requires:

Answer 2

• finding people who have something you would like to share
• having something others would like to share
• allocating time to make and maintain connections, even when there is no current need for support

Question 3

Variety of forces who all share in the value of the org and its activities

Answer 3

Stakeholders

Question 4

HR’s stakeholders

Answer 4

• external (customers)
• internal (employees)
• suppliers (vendors)
• communities, political groups, religious institutions, and governments

Question 5

Being sensitive to and understanding of one’s own and other’s emotions and the ability to manage one’s own emotions

Answer 5

Emotional Intelligence (EI)

Question 6

Qualities that build trust

Answer 6

• common values
• benevolence
• predictability and integrity
• aligned interest
• capability/competence
• communication

Question 7

Conflict occurs inside a team, related to task or personality

Answer 7

Intragroup Conflict

Question 8

Conflict between team and an outside group, often about competition for limited resources or conflicting goals

Answer 8

Intergroup Conflict

Question 9

Conflict resolution tactic that restores good relations by emphasizing agreement and downplaying disagreement, useful when time is limited and movement forward is needed

Answer 9

Accomodate

Question 10

Conflict resolution tactic where the leader imposes a solution, useful in a crisis or when authority is challenged

Answer 10

Assert/compete

Question 11

Leader withdraws from situation or accepts it, useful when the conflict will resolve soon on its own, or is not worth the time investment

Answer 11

Avoid

Question 12

Tactic that accepts the fact they disagree, and work together to find a 3rd way, useful when stakes are high, relationships are important, and time allows

Answer 12

Collaborate

Question 13

Asks those in conflict to bargain until mutually acceptable solution is defined, useful for complex issues, where both sides are determined to win

Answer 13

Compromise

Question 14

5 Collaborative approach steps:

Answer 14

1. Both sides express their own perspectives of the disagreement
2. Both paraphrase each other’s positions to confirm understanding
3. Brainstorm solutions, focusing on those both sides believe are workable
4. All parties agree on next steps
5. Facilitator ends meeting emphasizing advantages of the new solution

Question 15

How HR should approach conflict proactively

Answer 15

Through clarity and communication

Question 16

Two or more parties work together to reach agreement

Answer 16

Negotiation

Question 17

Value the relationship more than the outcome and will back down on issues in interest of reaching an agreement

Answer 17

Soft Negotiators

Question 18

Committed to winning, even at cost of the relationship

Answer 18

Hard Negotiators

Question 19

Aim for mutual gain, separate people from positions, identify common interests and make them a goal

Answer 19

Principled Negotiations

Question 20

6 Phases to principled negotiation process

Answer 20

1. Prepare
2. Relationship building
3. Information exchange
4. Persuasion
5. Concessions
6. Agreement

Question 21

Both sides state their position, and they view the process as a game where one person wins and one person loses

Answer 21

Position-based Bargaining