Relationship Management Flashcards

1
Q

Process of developing mutually beneficial contacts through the exchange of info

A

Networking

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2
Q

Effective networking requires:

A
  • finding people who have something you would like to share
  • having something others would like to share
  • allocating time to make and maintain connections, even when there is no current need for support
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3
Q

Variety of forces who all share in the value of the org and its activities

A

Stakeholders

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4
Q

HR’s stakeholders

A
  • external (customers)
  • internal (employees)
  • suppliers (vendors)
  • communities, political groups, religious institutions, and governments
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5
Q

Being sensitive to and understanding of one’s own and other’s emotions and the ability to manage one’s own emotions

A

Emotional Intelligence (EI)

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6
Q

Qualities that build trust

A
  • common values
  • benevolence
  • predictability and integrity
  • aligned interest
  • capability/competence
  • communication
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7
Q

Conflict occurs inside a team, related to task or personality

A

Intragroup Conflict

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8
Q

Conflict between team and an outside group, often about competition for limited resources or conflicting goals

A

Intergroup Conflict

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9
Q

Conflict resolution tactic that restores good relations by emphasizing agreement and downplaying disagreement, useful when time is limited and movement forward is needed

A

Accomodate

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10
Q

Conflict resolution tactic where the leader imposes a solution, useful in a crisis or when authority is challenged

A

Assert/compete

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11
Q

Leader withdraws from situation or accepts it, useful when the conflict will resolve soon on its own, or is not worth the time investment

A

Avoid

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12
Q

Tactic that accepts the fact they disagree, and work together to find a 3rd way, useful when stakes are high, relationships are important, and time allows

A

Collaborate

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13
Q

Asks those in conflict to bargain until mutually acceptable solution is defined, useful for complex issues, where both sides are determined to win

A

Compromise

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14
Q

5 Collaborative approach steps:

A
  1. Both sides express their own perspectives of the disagreement
  2. Both paraphrase each other’s positions to confirm understanding
  3. Brainstorm solutions, focusing on those both sides believe are workable
  4. All parties agree on next steps
  5. Facilitator ends meeting emphasizing advantages of the new solution
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15
Q

How HR should approach conflict proactively

A

Through clarity and communication

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16
Q

Two or more parties work together to reach agreement

A

Negotiation

17
Q

Value the relationship more than the outcome and will back down on issues in interest of reaching an agreement

A

Soft Negotiators

18
Q

Committed to winning, even at cost of the relationship

A

Hard Negotiators

19
Q

Aim for mutual gain, separate people from positions, identify common interests and make them a goal

A

Principled Negotiations

20
Q

6 Phases to principled negotiation process

A
  1. Prepare
  2. Relationship building
  3. Information exchange
  4. Persuasion
  5. Concessions
  6. Agreement
21
Q

Both sides state their position, and they view the process as a game where one person wins and one person loses

A

Position-based Bargaining