Chpt 6 - Managing communication, negotiation and conflict

Question 1

Levels of conflict (3)

Answer 1

1 - Intrapersonal (within individual)
2 - Interpersonal (btw people)
3 - Systemic - organisational issue

Question 2

Kilmann framework - managing conflict

Answer 2

Avoidance - lose/lose
Competition - win/lose
Accommodation - lose/win
Collaboration - win/win
Compromise - no one wanted both lose

Question 3

Mainwaring - Strategies to resolve conflict (4)

Answer 3

1 - stimulation and orchestration
2 - suppression
3 - reduction
4 - resolution

Question 4

Charles Handy - 2 strategies deal with conflict

Answer 4

1 - Environmental strategies - general steps

2 - Regulation strategies - focus on specific existing conflicts

Question 5

Cyert and March - resolving stakeholder conflict

Answer 5

1 - Satisficing - negotiate, compromise
2 - Sequential attention - eg bonus this year not next
3 - Side payments - compensate
4 - Exercise of power - enforce resolution

Question 6

4 Phases to negotiation

Answer 6

Phase 1: Preparation - types of negotiation, rapport, budget, plan
Phase 2: Opening plan - when, what is best opening offer?
Phase 3: Bargaining - counter, tactics, concessions
Phase 4: Closure plan

Question 7

Cialdini - Six weapons of influence

Answer 7

1 - Reciprocity 
2 - Commitment and consistency
3 - Social proof
4 - Liking
5 - Authority
6 - Scarcity