DIFFERENT APPROACHES TO CONFLICT MANAGEMENT, INCLUDING PROBLEM SOLVING, NEGOTIATION AND MEDIATION

Question 1

WHAT ARE THE DIFFERENT APPROACHES TO CONFLICT MANAGEMENT - **3 ???

Answer 1

1. Problem Solving
2. Negotiation
3. Mediation

Question 2

WHAT IS PROBLEM SOLVING AND WHAT ARE THE 6 STEPS OF PROBLEM SOLVING?

Answer 2

Involves the ability to:

1. Listen → to the person with complaint
2. Acknowledge → the feedback or issue
3. Identify the problem → why was it a problem eg food cold
4. Consider solutions → EG: provide new meal or money back
5. Take action → going through a range of steps to resolve, used in conjunction with workplace protocols
6. Record and follow up → account for money eg after refund, account for stock

Question 3

WHAT IS NEGOTIATION?

Answer 3

The aim for a win-win solution. This means that a solution has been found that meets the needs of all those concerned and has provided a rewarding result.

• Effective communication is crucial here
• EG: Negotiating menu for a wedding or function

Question 4

WHAT IS MEDIATION?

Answer 4

Facilitator who assists the parties to a dispute in communicating and negotiating a settlement.

Mediator could be HR, a manager high in business, and external personnel. Someone who has daily contact.
EG: Working conditions verbal agreement