Topic 11: Conflict and Negotiation Flashcards
What is task conflict?
Conflict that arises from disagreements about ideas, project content, or how to perform work.
What is relationship conflict?
Conflict caused by strained or incompatible personal interactions.
Can conflict ever be useful?
Yes — task-related conflict (not personal conflict) can improve group performance by encouraging diverse thinking.
What are informational factors in conflict?
Conflict due to people having different or incomplete information (e.g., blind men and the elephant analogy).
What are perceptual factors in conflict?
People interpret the same facts differently and may ignore or devalue opposing viewpoints.
What are role factors in conflict?
Conflict caused by unclear or overlapping responsibilities (e.g., when your friend becomes your boss).
What are environmental sources of conflict?
Scarcity (limited resources)
Competition (mixed motivations to compete vs. cooperate)
What are personal factors in conflict?
Individual differences in values, goals, or priorities
Conflicts over what is “correct” vs. “morally right”
Is everything a negotiation?
In many cases, yes — but not always. Some situations (like a non-negotiable salary or safety policies) should not be negotiated.
When should you avoid negotiation?
If you can’t add value to the outcome
If the terms are fixed
If negotiation could jeopardize safety or ethical standards
What is BATNA?
Best Alternative to a Negotiated Agreement — what you will do if you can’t reach a deal. Knowing your BATNA gives you leverage.
Why is knowing your BATNA important?
It sets your minimum acceptable outcome
It clarifies what you want vs. what you’re willing to accept
It helps avoid poor or pressured agreements
What are the five conflict-handling styles?
Integrating (high concern for self and others)
Dominating (high self, low others)
Avoiding (low self, low others)
Obliging (low self, high others)
Compromising (moderate concern for both)
What is the integrating style?
Conflict management that values both parties’ concerns; aims for win-win solutions.
What is the dominating style?
Prioritizing your own goals over others’—win-lose approach.
What is the avoiding style?
Ignoring the conflict or withdrawing, avoiding engagement.
What is the obliging style?
Yielding to others’ needs and minimizing your own; often used to maintain harmony.
What is the compromising style?
Seeking a middle ground where both sides give up something for a partially satisfying solution.
What are the stages of negotiation?
Prepare
Understand needs
List and discuss options
Use process tactics
End negotiation
Evaluate
What is the most important part of negotiation?
Planning and preparation
What should you do during preparation?
Define and prioritize issues
Gather relevant information
Talk to those involved or impacted
Research the opposing party and anticipate their behavior
Why should you research the other party?
To know if their BATNA makes negotiation worthwhile
To assess if they will be competitive or cooperative
How do you identify what matters most in negotiation?
Clarify the difference between what you want and what you’re willing to accept.
What should you do during preparation?
Define and prioritize issues
Gather needed information from others
Talk to affected parties
Research your negotiation counterpart
Why should you research the other party?
To assess if negotiation is worthwhile (can their BATNA improve?)
To determine if they are likely competitive or cooperative
Name 6 types of difficult negotiators.
Aggressive – Uses insults to belittle
Long pause – Deliberately silent to extract info
Mocker – Uses ridicule to provoke reactions
Interrogator – Demands excessive explanations
Divide-and-conquer – Sows internal conflict
Dummy – Acts dense to frustrate and mislead
When should you accept a deal?
Only if it’s better than your BATNA
What should be discussed before offering a position?
The needs and interests of both parties
What are hypotheticals in negotiation?
Theoretical suggestions that ease pressure and explore creative possibilities
What are two key tactics during negotiation?
Ask probing questions for intel
Make small concessions to encourage reciprocity
What is leverage legitimacy?
Making something appear non-negotiable when it may not be (e.g., a price tag)
What is leverage timing?
Delaying or asking for time to think to create strategic pause
What is leverage of limited authority?
Pretending to have restricted decision-making power to gain negotiation advantage
Example: “I’ll need to check with my manager.”
What is the silence tactic?
Staying quiet to make the other person uncomfortable and prompt a response or reveal their position.
What is the good cop/bad cop routine?
Using two negotiators — one nice, one harsh — to manipulate the other party’s emotions.
What is a trial balloon?
Testing the other party’s willingness without revealing your position (e.g., “Would you agree if…?”).
What is bait-and-switch?
Offering something good, then switching to a worse deal. It’s unethical and should be avoided.
What is outrageous behavior?
Dramatic emotional displays (like anger) used to intimidate. Not recommended.
What is a red herring?
Raising a minor issue to distract from the main point. It is often seen as negotiating in bad faith.
What are risks of bluffing?
Strains relationships
Can result in worse outcomes
May trigger blowback (loss of trust) or stalemate
Why should you document the agreement in writing?
To prevent misunderstandings or disputes. Failing to do so may allow the other party to deny terms later.
What is win-win negotiation?
A collaborative approach where both parties seek mutual satisfaction and shared value.
What are 5 characteristics of win-win negotiation?
Focus on common interests
Address needs, not positions
Help the other party succeed
Share ideas openly
Create options for mutual gain
When is mediation used?
When negotiations fail and a third party is needed to assist. Used in both business and nonbusiness settings.
What are examples of mediation contexts?
Nonbusiness: Custody, community disputes, universities
Business: Contracts, insurance claims, real estate, construction
What are qualities of a good mediator?
Builds trust
Stays neutral
Frames the issues accurately
Understands both parties’ interests
What are the 4 steps of the mediation process?
Stabilize the setting
Help parties communicate
Facilitate negotiation
Clarify the agreement
