Relationship Management

Question 1

Types of Conflict Management

Answer 1

Interpersonal
Task
Intragroup
Intergroup
Interorganizational

Question 2

Relationship Management

Answer 2

Ability to manage interactions among individuals which provides support to the organization as a whole.

Question 3

Why are Relationship Mgmt. Skills Important

Answer 3

They establish positive community relationships, contribute to successful networking, fosters teamwork and help build credibility among customers.

Question 4

Networking

Answer 4

Building a network of professional contacts both within and outside the organization.

Question 5

Relationship Building

Answer 5

Build or maintain ethical relationships or contacts with people who are or maybe potentially helpful in achieving work related goals

Question 6

Levels of Relationships

Answer 6

Level 1 - Contact
Level 2 - Acquaintance
Level 3 - Collaboration
Level 4 - Strategic Partnership

Question 7

Teamwork

Answer 7

Working with others to accomplish objectives.

Question 8

Interpersonal Conflict

Answer 8

Stems from personal differences (goals, values, cultural)

Question 9

Task Conflict

Answer 9

Exists when there is a difference in the approach of task completion

Question 10

Intragroup Conflict

Answer 10

A clash with members within a group or team

Question 11

Intergroup Conflict

Answer 11

Conflict between two or more teams or groups

Question 12

Inter-organizational Conflict

Answer 12

Conflict that emerges between two or more organizations (company & union)

Question 13

Common Human Conflict Model

Answer 13

(AACCC)
Accommodation
Avoidance
Compromise
Competition
Collaboration

Question 14

Accommodation (Smoothing)

Answer 14

High Cooperativeness / Low Assertiveness
Playing down the conflict and seeking harmony among parties. Smoothing it over and acting like it doesn’t bother them or assimilate.

Question 15

Avoidance (Withdrawal)

Answer 15

Low Cooperativeness / Low Assertiveness
Denying the existence of conflict and hiding one’s true feelings

Question 16

Compromise

Answer 16

Med Cooperativeness / Med Assertiveness
Bargaining for gains and losses to each party

Question 17

Competition (Authoritative Command)

Answer 17

Low Cooperativeness / High Assertiveness
Forcing a solution to impose one’s will on the other party

Question 18

Collaboration (Problem Solving)

Answer 18

High Cooperativeness / High Assertiveness
Searching for a solution that meets each parties needs

Question 19

Principled Conflict Negotiation Steps

Answer 19

Prepare
Build Relationship
Information Exchange
Persuade
Concede
Agreement

Question 20

Approaches to Negotiation

Answer 20

Soft
Hard
Principled

Question 21

Soft Negotiation

Answer 21

Preserves relationship…it’s worth more than the issue at hand

Question 22

Hard Negotiation

Answer 22

Winning is more important than the relationship

Question 23

Principled Negotiation

Answer 23

Focus on issue, finding common interest and achieving mutual gain

Question 24

Prepare (Principled Conflict Negotiation)

Answer 24

Step 1
Define your bottom line, what are your demands, what are you willing to concede. Determine your BATNA (best you can get if negotiations go completely south)

Question 25

Build Relationship (Principled Conflict Negotiation)

Answer 25

Step 2
Backdrop of negotiation builds foundation of bargaining…go in with an ideal of fairness or hostility based on the relationship.
You want it to be amicable, trust, transparency, (goal is cooperativeness)

Question 26

Information Exchange (Principled Conflict Negotiation)

Answer 26

Step 3
Start to engage the other side, share what you have and explore your options based on what you have and what they have

Question 27

Persuade (Principled Conflict Negotiation)

Answer 27

Step 4
This is the point of negotiation…trying to get the other side to see your option as the best option.

Question 28

Concede (Principled Conflict Negotiation)

Answer 28

Step 5
If necessary, one or both parties give of something to reach an agreement

Question 29

Agreement (Principled Conflict Negotiation)

Answer 29

Step 6
Written contract entered into as part of the negotiation