Relationship Management

Question 1

Process of developing mutually beneficial contacts through the exchange of information.

Answer 1

Networking

Question 2

Process by which two or more parties work together to reach agreement on a matter.

Answer 2

Negotiation

Question 3

Process in which negotiators aim for mutual gain, emphasizing the need to focus on the problem instead of personal differences and on mutually beneficial outcomes.

Answer 3

Principled negotiation

Question 4

Concept that proposes that any organization operates within a complex environment in which it affects and is affected by a variety of forces or stakeholders who all share in the value of the organization and its activities.

List examples of stakeholders

Answer 4

Stakeholder concept

Question 5

Those receiving or purchasing the organization’s products or services and those who seek a return on their investment in the organization.

Answer 5

External customers

(customers, shareholders, donors)

Question 6

Internal customers include a number of roles in the organization, such as….

Answer 6

Senior management, board of directors, functional leaders, employees of the organization, suppliers, communities, political groups, religious institutions, and governments

Question 7

Robert Blake and Jane Mouton’s five conflict resolution modes

Answer 7

Accommodate (or smooth), Assert (or force), Avoid, Collaborate (or confront), Compromise

Question 8

The leader restores good relations by emphasizing agreement and downplaying disagreement.

Answer 8

Accommodate (or smooth)

Question 9

The leader imposes a solution. One side wins and the other loses—hence the term “win/lose” conflict resolution.

Answer 9

Assert (or force)

Question 10

The leader withdraws from the situation or accepts it, leaving the conflict to be resolved by others or remain unresolved.

Answer 10

Avoid

Question 11

The leader and those in conflict accept the fact that they disagree and look for a “third way,” a new solution to the problem of the conflict. Since both sides contribute to the solution, this may be seen as “win/win” conflict resolution.

Answer 11

Collaborate (or confront)

Has the most enduring results b/c all sides participated in creating the solution

Question 12

The leader asks those in conflict to bargain—altering positions on different issues until a mutually acceptable solution is defined. The solution relies on concessions. For this reason, it is often referred to as “lose/lose” conflict resolution.

Answer 12

Compromise

Question 13

Six phases to the principled negotiation process

Answer 13

Preparation, relationship building, information exchange, persuasion, concessions, agreement

Question 14

BATNA

Answer 14

Best alternative to a negotiated agreement

• Helps create proposals you can live with if all else fails*
• Effective negotiators also try to perfomr a BATNA analysis for the other side to anticipate reactions*

Question 15

What 3 things does effective networking require?

Answer 15

Finding people who have something you would like to share

having something yourself that other people would like to share

allocating time to make and maintain connections

Question 16

5 steps to creating a professional network

Answer 16

Question 17

3 positive outcomes of effective relationships & 6 paths to creating them

Answer 17

Question 18

The relationship is worth more than the issue at hand

Answer 18

Soft approach to negotiation

Question 19

Winning is more important than the relationship

Answer 19

Hard approach to negotition

Question 20

Various negotiating tactics that rely on bullying, manipulation, or deception

Answer 20

Such as deadlines (“this is a one-time offer”), brinksmanship (“take it or leave it”), or low-/high-balling (making ridiculous, probably unacceptable demands).

These tactics are actually risky, especially when the negotiation involves an ongoing relationship. They destroy trust.

Question 21

Conflict occuring inside a team

Answer 21

Intragroup conflict

Conflicts within in a team may be related to task or personality

Question 22

Conflict between the team and an outside group, such as another HR team or another function in the organization

Answer 22

Intergroup conflict

• Conflicts between groups are frequently about competition for limited resources or conflicting goals. These intergroup conflicts may be resolved through negotiation, but they may require intervention by a third party who is not directly involved in the conflict.*
• When called upon to intervene as a third party in a conflict, HR professionals should remember to apply their networking and influencing skills.*

Question 23

What value does networking provide?

Answer 23

Awareness of what’s happening in a field

Career mentoring or coaching on a skill

Effective collaboration, coming up w/new ideas, working though problems

Increase the size of your own network through introductions and referrals

Question 24

Examples of how conflict builds

Answer 24

Disagreements over how to do a task

Personal differences due to culture, cognative and communication styles

A need for control or dominance