SHRM-CP 2022: Relationship Management Competency

Question 1

Networking

Answer 1

Defined as a process of developing mutually beneficial contacts through the exchange of information and consist of internal and external contacts.

Question 2

Name at least 3 ways you can effectively create a professional network.

Answer 2

> Give deliberate thought to who you would want to include in your network and consider you own areas of weakness that you want to develop and areas you’d like to learn more about.
In all social situations, introduce yourself, ask about the other person’s work and life, listen and remember.
Make yourself more visible. Attend conferences and workshops, be present in meetings, and participate actively in meeting discussions.
Develop your own value. Work on becoming an expert in some area or on some topic. Don’t be modest.
Do favors. Networking is bidirectional; value flows to both ends of the connection. Look for opportunities when you can mentor and coach others.

Question 3

Stakeholder Concept

Answer 3

Proposes that any org 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.

Question 4

Stakeholder: External Customer

Answer 4

Those recieving or purchasing the orgs products/services and those who seek a return on their investment in the organization.

Question 5

Stakeholder: Internal Customer

Answer 5

Various roles within the organization such as senior management, board of directors, functional leaders, and employees.

Question 6

Stakeholder: Suppliers

Answer 6

Includes short and long-term staffing suppliers, vendors providing/managing benefits, internal functions.

Question 7

Stakeholders: Communities, Political Groups, Religious Institutions, and Governments

Answer 7

Focus on shared interests. Such as the source of employment, support in law/regulation positioning, community goals, and building communities that strengthen economies.

Question 8

What are at least 3 paths to effective work relationships?

Answer 8

> Strive for diversity in the range of relationships to provide an opportunity to expand understanding of the world.
Invest time and energy in developing and sustaining relationships.
Develop an ease with “small talk” about non-work matters. Look for openings for conversations such as photos or references to leisure activities.
Talk about yourself without dominating the conversation
Learn to ask about others without prying into personal matters.
Be considerate of other people’s time and obligations. Wait for more opportune times for discussions.

Question 9

Emotional Intelligence (EI)

Answer 9

The quality of being sensitive to and understanding of one’s own and others’ emotions and the ability to manage one’s own emotions and impulses. Enables people with very different backgrounds and perspectives to work productivity with one another.

Question 10

Identify at least 4 qualities that assist in building trust with others.

Answer 10

> Common Values
> Aligned Interests
> Benevolence
> Capability or Competence
> Predictability and Integrity
> Communication

Question 11

Conflict Resolution Mode: Accommodate

Answer 11

Also known as “Smooth”. Leader resorts good relations by emphasizing agreement and downplaying disagreement.

Most useful when there is little time and movement forward is needed though it won’t address the root cause.

Question 12

Conflict Resolution Mode: Assert/Compete

Answer 12

Also “Force”. Leader imposes a solution. One side wins and the other loses - also a win/lose” conflict resolution.

Useful in crisis since it resolves quickly or when authority is being challenged or the impact is minimal. Does not permanently address the problem.

Question 13

Conflict Resolution Mode: Avoid

Answer 13

Leader withdraws from the situation or accepts it, leaving the conflict to be resolved by others or remain unsolved.

Useful when it will resolve itself soon without intervention or it is not worth the time investment to address. Leaving something unresolved, however, can create other long-term problems.

Question 14

Conflict Resolution Mode: Collaborate (or Confront)

Answer 14

Leader and those in conflict accept that they disagree and look for a “third way” or a new solution to the problem. With both contributing to a solution, it becomes a win-win.

Useful when stakes are high, relationships are important, and time allows.

Question 15

Conflict Resolution Mode: Compromise

Answer 15

Leader asks those in conflict to bargain, altering positions on different issues until a mutually acceptable solution is defined. The solution relies on concessions. Thus it is a “lose-lose” method.

Useful for complex situations where both sides are determined to win and when time doesn’t’ allow for true problem solving. May be temporary and only partially effective.

Question 16

Negotiation

Answer 16

A process in which two or more parties work together to reach agreement on a matter.

Question 17

Soft Negotiation

Answer 17

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

Question 18

Hard Negotiation

Answer 18

Committed to winning, even at the cost of the relationship. May pursue position-based bargaining, which view negotiation as a zero-sum exercise.

Question 19

Principled Negotiation

Answer 19

Aim for mutual gain, applying a process called interest-based relational negotiating or integrative bargaining. Emphasized need to focus on problem instead of personal differences on mutually beneficial outcomes rather than hard positions.

Question 20

What are the 6 Phases of Principled Negotiation?

Answer 20

> Preparation (identify your BATNA and critical needs)
> Relationship Building 
> Information Exchange
> Persuasion 
> Concessions 
> Agreement

Question 21

BATNA

Answer 21

Best Alternative To a Negotiated Agreement