1. 11 Conflict Conflict occurs when two or more parties believe that what each wants is incompatible with what the other wants. It’s normal and can be positive.

2. 22 Differences We may differ over:- Facts Goals Methods Values Easier More Difficult

3. 33 Negotiation Negotiation is a process for resolving conflict between two or more parties whereby both or all parties modify their demands to achieve a mutually acceptable solution.

4. 44 Possible Outcomes Lose - Lose Lose - Win Win - Lose Win - Win

5. 55 Conflict-Handling Modes Two Dimensions Assertive Cooperative Five Modes ( Ways of Handling Conflict) Compete might makes right Collaborate two heads are better than one Compromise split the difference Accommodate kill your enemies with kindness Avoid leave well enough alone

6. 66 Handling Conflict UncooperativeCooperative Assertive Unassertive CollaborateCompete AccommodateAvoid Compromise