Relationship Management Competency

Question 1

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

Answer 1

Networking

Question 2

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 2

Principled negotiation

Question 3

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.

Answer 3

Stakeholder concept

Question 4

Ability to be sensitive to and understand one’s own and others’ emotions and impulses.

Answer 4

Emotional intelligence (EI)

Question 5

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

Answer 5

Negotiation

Question 6

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

Answer 6

External customers

Question 7

Company’s employees or the stakeholders within the company who are interdependent to complete their jobs. Customer who works in the organization and does not pay for using the company’s product or service.

Answer 7

Internal customers

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/compete (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)

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

There are six phases to this principled process - preparation, relationship building, information exchange, persuasion, concessions, agreement.

Answer 13

Negotiating Process