Chapter # 10 Flashcards
(22 cards)
Conflict
A process that involves people disagreeing
Interapersonal Conflict
Conflict that arises within a person
Interpersonal Conflict
A type of conflict between two people
Intergroup Conflict
Conflict that takes place among the different departments or divisions in a company, or between union and management, or between companies, such as companies who supply the same customer.
Conflict management
Resolving disagreements effectively
Avoiding
An uncooperative and unassertive conflict-handling style
Accommodating
A cooperative and unassertive conflict-handling style
Compromising
A middle-ground conflict-handling style, in which a person has some desire to express their own concerns and get their way but still respects the other person’s goals as well
Competing
A conflict-handling style that is highly assertive but low on cooperation
Collaborating
A conflict-handling to style that is high on both assertiveness and cooperation
negotiation
A process whereby two or more parties work toward an agreement
Investigation
The first step in negotiation in which information is gathered
BATNA
Stands for the “best alternative to a negotiated agreement.” Determining your BATNA is one important part of the investigative and planning phase in negotiation
Presentation
The third phase of negotiations
Bargaining
The fourth phase of negotiation
Concessions
Giving up one thing to get something else in return
Closure
The last part of negotiation inn which you and the other party have either come to an agreement on the terms, or one party has decided that the final offer is unacceptable and therefore must be walked away from
Distributive view
The tradition fixed-pie approach in which negotiations see that situation as a pie that they have to divide between them
Integrative approach
An approach to negotiation in which both parties look for ways to integrate their goals under a larger umbrella
Alternative Dispute Resolution (ADR)
Includes mediation, arbitration, and other ways of resolving conflicts with the help of a specially trained neutral third party without the need of a formal trial or hearing
Mediation
A process in which an outside third party (the mediator) enters the situation with the goal of assisting the parties to reach an agreement
Arbitration
A process that involves bringing in a third party, the arbitrator, who has the authority to act as a judge and make a binding decision to which both parties must adhere
