Relationship Management Flashcards
Types of Conflict Management
Interpersonal
Task
Intragroup
Intergroup
Interorganizational
Relationship Management
Ability to manage interactions among individuals which provides support to the organization as a whole.
Why are Relationship Mgmt. Skills Important
They establish positive community relationships, contribute to successful networking, fosters teamwork and help build credibility among customers.
Networking
Building a network of professional contacts both within and outside the organization.
Relationship Building
Build or maintain ethical relationships or contacts with people who are or maybe potentially helpful in achieving work related goals
Levels of Relationships
Level 1 - Contact
Level 2 - Acquaintance
Level 3 - Collaboration
Level 4 - Strategic Partnership
Teamwork
Working with others to accomplish objectives.
Interpersonal Conflict
Stems from personal differences (goals, values, cultural)
Task Conflict
Exists when there is a difference in the approach of task completion
Intragroup Conflict
A clash with members within a group or team
Intergroup Conflict
Conflict between two or more teams or groups
Inter-organizational Conflict
Conflict that emerges between two or more organizations (company & union)
Common Human Conflict Model
(AACCC)
Accommodation
Avoidance
Compromise
Competition
Collaboration
Accommodation (Smoothing)
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.
Avoidance (Withdrawal)
Low Cooperativeness / Low Assertiveness
Denying the existence of conflict and hiding one’s true feelings
Compromise
Med Cooperativeness / Med Assertiveness
Bargaining for gains and losses to each party
Competition (Authoritative Command)
Low Cooperativeness / High Assertiveness
Forcing a solution to impose one’s will on the other party
Collaboration (Problem Solving)
High Cooperativeness / High Assertiveness
Searching for a solution that meets each parties needs
Principled Conflict Negotiation Steps
Prepare
Build Relationship
Information Exchange
Persuade
Concede
Agreement
Approaches to Negotiation
Soft
Hard
Principled
Soft Negotiation
Preserves relationship…it’s worth more than the issue at hand
Hard Negotiation
Winning is more important than the relationship
Principled Negotiation
Focus on issue, finding common interest and achieving mutual gain
Prepare (Principled Conflict Negotiation)
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)
