Relationship Management (Competencies) Flashcards
Networking
Process of developing mutually beneficial contacts through the exchange of information
Benefits of networking
- Maintain awareness of what’s going on in the field
- People can act as mentors & coaches
- Effective collaborators
Meet highly valuable people called connectors
Stakeholder concept
A concept that proposes that any company 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 company and its activities.
Who are HR’s Stakeholders?
External customers
Internal Customers
Suppliers
Communities, political groups, and government
External customers
Those receiving or purchasing the company’s products or services and those who seek a return on their investment in the company.
Internal customer
The different roles in the company.. management, board of directors, functional leaders, and employees.
Suppliers
Staffing suppliers, vendors, or internal IT that provides necessary support.
Negotiation
The process by which 2+ parties work together to reach an agreement on a matter. Involves distinguishing between needs and wants
What is the key to networking, creating teams, and making agreements?
the ability to build and sustain relationships
What are good working relationships characterized by?
Trust and openness
What are the results of relationships with high trust levels?
easily solved conflicts or none at all and easily accepted negotiations
Emotional Intelligence
The quality of being sensitive to and understanding of one’s own and other’s emotions and the ability to manage one’s own emotions and impulses.
It helps people from different backgrounds to work productively together.
What qualities should we recognize in others to build trust?
Common values, aligned interest, benevolence, competence, integrity, and communication
What are the 3 types of negotiating styles?
Softs
Hard
Principled
Soft Negotiations
Negotiators value the relationship more than the outcome and will back down on issues in the interest of reaching agreement- even if they are no longer getting what they need
Hard Negotiations
Negotiators are committed to winning, even at the cost of the relationship.
Principled Negotiation
Negotiators aim for mutual gain, emphasizing the need on the problem instead of personal differences and on mutually beneficial outcomes. The goal is a win-win solution.
They identify common interests and make them a goal of the negotiation. They are creative.
Deadline negotiation tactic
This is a one time offer
Brinksmanship negotiation
take it or leave it
Low/highballing negotiation tactic
making ridiculous, probably unacceptable demands
The 6 phases of the principled negotiation process
- Preparation
- Relationship building
- information exchange
- Persuasion
- Concessions
- Agreement
5 Conflict resolution modes
- Accommodate
- Assert
- Avoid
- Collaborate
- Compromise
Accommodate mode
The leader restores good relations by emphasizing agreement and downplaying disagreement.
Beneficial: Useful when there is little time to be lost and movement forward is needed.
Problem: doesn’t address the root of the conflict
Assert Mode
The leader imposes a solution. One side wins, and the other loses.
Beneficial: useful in a crisis because it resolves the issue quickly. Also, use when authority is being challenged
Problem: it doesn’t permanently address the problem
Avoid mode
The leader withdraws from or accepts the situation, leaving the conflict to be resolved by others or unresolved.
Beneficial: useful when conflict will resolve soon w/o direct intervention or when the conflict or relationship is not worth the time investment.
Problem: avoiding the problem weakens the leader’s role in the company. Group damage
Collaborate mode
The leader and those in the conflict accept that they disagree and look for a 3rd way, a new solution to the problem. Since both sides contribute to the solution, this may be seen as a win/win conflict resolution.
Beneficial: useful when the stakes are high, and relationships are important, and times allow. Greater chance for an enduring, equitable, mutually satisfying resolution
Problem: requires time and strong interpersonal skills.
Compromise mode
The leader asks those in conflict to begin- altering positions on different issues until a mutually acceptable solution is defined. The solution relies on concessions. Referred to as lose/lose resolution
Beneficial: used for complex issues when both sides are determined to win and when time doesn’t allow for true problem-solving. Preserves egos for all parties.
Problem: solutions are temporary and partially effective.
