Transcript Chapter One: Communication Concepts

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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
2–1
Resolving Conflict and
Negotiating
 Topics Discussed:
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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 Division
2–2
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 Division
2–3
Workplace conflict
 Possible effects of workplace conflict:
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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 Division
2–4
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 Division
2–5
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 Division
2–6
Factors Affecting Conflict
 Personal factors:
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Needs and wants
Self-concept
Past experience
Health
 Environmental factors:
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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 Division
2–7
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 Division
2–8
Assertive behaviour
 ‘I’ statements:
1. How you feel
2. The situation
3. 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 Division
2–9
Managing Conflict
STEP ONE
STEP SIX
Acknowledge your
emotions
Follow up the
outcomes
STEP TWO
STEP FIVE
Identify the
problem
Use an effective
close
STEP THREE
STEP FOUR
Plan how you will
deal with it
Communicate
effectively
Copyright  2003 McGraw-Hill Australia Pty Ltd
PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSW—Access Division
2–10
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 Division
2–11
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 Division
2–12
Preparing for negotiation
1. Identify the problem
2. Define the goal
3. Gather and record all relevant facts about
the negotiation situation
4. Map the negotiation
5. 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 Division
2–13
Conducting the negotiation
1. Setting up the negotiation
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Time
Location
Furniture and seating
Team members
2. During the negotiation
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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 Division
2–14
Evaluating the effectiveness
of the negotiation
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Confirm areas of agreement
Check viability
Record the agreement
Decide on follow-up action
Copyright  2003 McGraw-Hill Australia Pty Ltd
PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSW—Access Division
2–15