Copyright  2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series Slides prepared by TAFE NSW—Access Division 2–1 This.

Slides:



Advertisements
Similar presentations
Assertiveness at work – an introduction
Advertisements

Conflict Definition: A process that begins when one party perceives that another party has negatively affected,or is about to negatively affect,something.
Resolving Conflict Constructively UWS Aspire Leadership Program Year INSPIRING TRANSFORMATIONAL LEADERSHIP.
Anger Management Anger is a complex human emotion that can cause one to be irritated, annoyed, furious, frustrated, enraged or hurt.
PREVENTION & MANAGEMENT OF AGGRESSIVE BEHAVIOR By Evelyn Stone, RN., BSN. M.Ed.
Chapter 5 Conflict Resolution. Conflict Important Conflict is the internal or external tension that occurs when you anticipate difficulty meeting important.
Conflict Management.
Understanding Management First Canadian Edition Slides prepared by Janice Edwards College of the Rockies Copyright © 2009 Nelson Education Ltd.
6-1 Copyright  2009 McGraw-Hill Australia Pty Ltd PPTs t/a Managerial Problem Solving by Wood Slides prepared by Robert Wood, Julie Cogin and Jens Beckmann.
Copyright  2002 McGraw-Hill Australia Pty Ltd. PPTs t/a Consumer Behaviour: Implications for Marketing Strategy 3e by Neal, Quester and Hawkins 1 Problem.
Copyright  2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series Slides prepared by TAFE NSW—Access Division 1–1 This.
11-1 © 2008 McGraw-Hill Australia Pty Ltd. Power Points t/a Management Foundations: A Pacific Rim Focus 2e by Bartol et al Slides prepared by Rob Lawrence,
Chapter 3 Problem Recognition
Copyright  2007 McGraw-Hill Australia Pty Ltd PPTs t/a Consumer Behaviour 5e by Quester, Neal, Pettigrew, Grimmer, Davis & Hawkins Slides prepared by.
Copyright  2003 McGraw-Hill Australia Pty Ltd PPTs t/a Budgeting, second edition, by Banks & Giliberti Slides prepared by Mya Aronfeld Available.
 2003 McGraw-Hill Australia Pty Ltd, PPTs t/a Applications for Financial Accounting by David Willis, slides prepared by Kaye Watson 1 This is the prescribed.
“Conflict Management”
Supervisory Skill Builders Handling Problems and Conflicts.
QUALITY ASSURANCE PROJECT Conflict Management The purpose of this module is to develop participants’ facilitation and training skills to enable them to.
Face to Face in the Workplace Strategies for dealing with conversations at work Julie Cooper Spring Development
Healthy Active Living Copyright © 2007 Thompson Educational Publishing, Inc. Unit 6: Conflict Resolution and Personal Safety Chapter 16 Conflict Resolution.
Copyright  2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series Slides prepared by TAFE NSW—Access Division 4–1 This.
9-1 McGraw-Hill/Irwin ©2006 The McGraw-Hill Companies, Inc., All Rights Reserved CHAPTER NINE Ethics In Negotiation.
Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny.
Chapter 6 Being a Caregiver. © Copyright 2009 Delmar, Cengage Learning. All Rights Reserved.2 Why Do We Care? The human race has a long history of caring.
Copyright  2006 McGraw-Hill Australia Pty Ltd PPTs t/a Selling: Managing Customer Relationships 3e by Peter Rix Slides prepared by Mark Vincent 12−1 Chapter.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. Slide 1.
Conflict and Negotiation. Sub-topics 1. Conflict 2. Conflict – traditional, interactional, focused on solution 3. Process of conflict 4. Negotiation 5.
Management Skills Different management styles draw more on some skills than others. For instance, - What style might managers with good people skills.
Striving For Personal Wellness Making Healthy Choices and Decisions.
Copyright  2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series Slides prepared by TAFE NSW—Access Division 7–1 This.
GROUPS, FAMILIES AND HOUSEHOLDS. Copyright  2005 McGraw-Hill Australia Pty Ltd PPTs t/a Consumer Behaviour by Karen Webb Slides prepared by Sarah Fletcher.
Introduction Management skills are closely related to management styles and to each other. No manager is required to use these skills constantly and different.
Copyright  2005 McGraw-Hill Australia Pty Ltd PPTs t/a Consumer Behaviour by Karen Webb Slides prepared by Sarah Fletcher and Morena Dobrowolski MOTIVATION.
Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny.
Copyright  2005 McGraw-Hill Australia Pty Ltd PPTs t/a Australian Human Resources Management by Jeremy Seward and Tim Dein Slides prepared by Michelle.
Copyright  2005 McGraw-Hill Australia Pty Ltd PPTs t/a Australian Human Resources Management by Jeremy Seward and Tim Dein Slides prepared by Michelle.
McGraw-Hill/Irwin Copyright © 2010 by The McGraw-Hill Companies, Inc. All rights reserved.
Rate Payers Dealing with Difficult. Dealing with difficult behaviour or people Constantly dealing with delinquent rate payers can be stressful. It also.
Interviews In today’s lesson : The purpose of an interview The importance of preparation Interview setting Interview techniques.
Business Communication Course Unit 8 Negotiations.
Management Essentials Skills development for leaders and managers in the Schools of Arts and Humanities and the Humanities and Social Sciences Day 2 Personal.
Supply Chain Management Lecture 12 – Negotiation
Copyright  2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series Slides prepared by TAFE NSW—Access Division 8–1 This.
Copyright  2004 McGraw-Hill Australia Pty Ltd PPTs t/a Occupational Health and Safety by Margaret Stewart and Frank Heyes Slides prepared by Frank Heyes.
3-1 Copyright © 2013 McGraw-Hill Education (Australia) Pty Ltd Hill, Hill, Perlitz, Professional Training & Assessment, 1e C HAPTER 3 TAEDES505A Evaluate.
NEGOTIATION SKILLS Nico Decourt. Today When will you need to negotiate? What is negotiation? What is a good negotiation? Hard, soft and principled methods.
Copyright  2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series Slides prepared by TAFE NSW—Access Division 10–1 This.
Copyright  2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series Slides prepared by TAFE NSW—Access Division 5–1 This.
Copyright  2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series Slides prepared by TAFE NSW—Access Division 6–1 This.
Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny.
Crisis And Conflict Management. Lecture 32 Key Elements.
Better Health. No Hassles. Making Healthy Choices and Decisions Striving For Personal Wellness.
Copyright  2004 McGraw-Hill Australia Pty Ltd PPTs t/a Occupational Health and Safety by Margaret Stewart and Frank Heyes Slides prepared by Frank Heyes.
Module 16 Conflict and Negotiation. Module 16 What should we know about dealing with conflict? How can we negotiate successfully?
Copyright  2006 McGraw-Hill Australia Pty Ltd PPTs t/a Selling: Managing Customer Relationships 3e by Peter Rix Slides prepared by Mark Vincent 8−1 Chapter.
6-1 Copyright  2007 McGraw-Hill Australia Pty Ltd PPTs t/a Communication Skills for International Students in Business, by Bretag, Crossman and Bordia.
Managing Conflict: Strategies for a Better Workplace Karen Gulliford, M.Ed.
Conflict Management Technique
VIOLENCE AT WORK Samuel Nii Tettey (Ergonomist) 1.
Organizational Behavior (MGT-502) Lecture-27. Summary of Lecture-26.
Copyright  2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series Slides prepared by TAFE NSW—Access Division 9–1 This.
“You often get not what you deserve, but what you negotiate.”
The Therapeutic Relationship
Journey Into Self-Awareness
CONFLICT RESOLUTION.
© Copyright The McGraw-Hill Companies, Inc., 2008
6-1 Dealing with Conflict.
DEALING WITH PROBLEMS AND CONFLICTS
DEALING WITH PROBLEMS AND CONFLICTS
Presentation transcript:

Copyright  2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series Slides prepared by TAFE NSW—Access Division 2–1 This is the prescribed textbook for your course. Available NOW at your campus bookstore!

Copyright  2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series Slides prepared by TAFE NSW—Access Division 2–2 Resolving Conflict and Negotiating  Topics Discussed:Chapter 2 What is conflict? Conflict in the workplace Causes and signs of conflict Stages of conflict Factors affecting conflict Responding to conflict What is negotiation? Preparing for and conducting a negotiation Evaluating the effectiveness of a negotiation

Copyright  2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series Slides prepared by TAFE NSW—Access Division 2–3 What is conflict?  Differing needs The state in a relationship or interaction when two or more people are attempting to have differing needs met in a way that creates discomfort and results in negative reactions or responses.  Different goals Conflict can occur when there is a sufficiently large gap between one person’s goals and those of another to affect the relationship between them.

Copyright  2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series Slides prepared by TAFE NSW—Access Division 2–4 Workplace conflict  Possible effects of workplace conflict: Breaches of contract Personal actions Loss of business Low morale among employees, perhaps leading to high staff turnover

Copyright  2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series Slides prepared by TAFE NSW—Access Division 2–5 Causes and Signs of Conflict  Anger  Physically aggressive acts  Verbal threats or aggression  Signs of distress  Intimidation, sarcasm or ridicule  Resentment

Copyright  2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series Slides prepared by TAFE NSW—Access Division 2–6 Stages of Conflict  Harmony  Discomfort  Trigger  General tension and misunderstanding  Crisis

Copyright  2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series Slides prepared by TAFE NSW—Access Division 2–7 Factors Affecting Conflict  Personal factors: Needs and wants Self-concept Past experience Health  Environmental factors: Management culture Uncertainty State of business Pressure from clients Weather  Personal styles

Copyright  2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series Slides prepared by TAFE NSW—Access Division 2–8 Responding to Conflict StyleMessage/attitude AggressiveI win; you lose PassiveI lose; you win AssertiveI win; you win

Copyright  2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series Slides prepared by TAFE NSW—Access Division 2–9 Assertive behaviour  ‘I’ statements: 1.How you feel 2.The situation 3.What you would like to happen  Use assertive behaviour appropriately

Copyright  2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series Slides prepared by TAFE NSW—Access Division 2–10 Managing Conflict STEP ONE Acknowledge your emotions STEP TWO Identify the problem STEP THREE Plan how you will deal with it STEP FOUR Communicate effectively STEP FIVE Use an effective close STEP SIX Follow up the outcomes

Copyright  2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series Slides prepared by TAFE NSW—Access Division 2–11 What is negotiation?  Negotiation involves two or more people who want to achieve a solution to a problem.  Negotiation is a joint agreement on the settlement of differences about a particular issue.  Negotiation is a process consisting primarily of communication.

Copyright  2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series Slides prepared by TAFE NSW—Access Division 2–12 The Negotiation Process 1.Preparing for the negotiation 2.Conducting the negotiation 3.Evaluating the effectiveness of the negotiation

Copyright  2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series Slides prepared by TAFE NSW—Access Division 2–13 Preparing for negotiation 1.Identify the problem 2.Define the goal 3.Gather and record all relevant facts about the negotiation situation 4.Map the negotiation 5.Anticipate possible outcomes

Copyright  2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series Slides prepared by TAFE NSW—Access Division 2–14 Conducting the negotiation 1.Setting up the negotiation Time Location Furniture and seating Team members 2.During the negotiation Get agreement on the process Define needs instead of solutions Deal with emotions first Be soft on people but hard on the problem Get agreement on the criteria for a successful outcome

Copyright  2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series Slides prepared by TAFE NSW—Access Division 2–15 Evaluating the effectiveness of the negotiation  Confirm areas of agreement  Check viability  Record the agreement  Decide on follow-up action