1. Conflict and Negotiation
By The Suburban Achievers
Bundit Phuprasert
Madhu Chalamani
Michelle Roach
Porsche Saharat Jarumon
Tara Phillips

2. What is a conflict?
Friction or opposition resulting from actual or perceived differences or incompatibilities
Conflict is built into human existence
Basis for conflict is our fight or flight response.
Conflict can be resolved through learned process.
Conflicts are every where – Family, Marriage, Cultural, Political and Organizational
Talking points
Conflict is a fact of life
People or born with two basic responses to conflict – fight or flight
The good news is that people can learn how to resolve conflicts.
Transitional statement
Good definition and basics about conflict, let us break it down to identify the elements of a conflict

3. Components of conflict
Assumptions
The act of taking for granted or supposing (Wikipedia)
Perceptions
Perception is our sensory experience of world around us. (about.com)
Emotions or Feelings

4. Components of Conflict …
Assumptions
Transition: Now let us look at some of the negotiation strategies for resolving conflicts
Perceptions
Feelings

5. What is Negotiation?
Negotiation is the process of searching for an agreement that satisfies various parties.
An agreement may be reached either through a barter or through real negotiation.
A barter allows only one party - the party in a position of power - to "win"; the other party is forced to accept something of lesser value.
A real negotiation implies a "win-win" situation, in which all parties are satisfied.

6. Negotiation styles

7. Negotiation strategy/process
Acknowledge/Understand the Assumptions, Perceptions and Feelings of all parties involved in the conflict.
Identify the worst and best possible outcomes. Apply a negotiation style.
Effectively harness emotions to validate assumptions and perceptions of all parties.

8. Example Real world example of a conflict in an organizational setting
Conflict narration
Negotiation strategy
Assumptions, Perceptions and Feelings
Negotiation style
How did the conflict get resolved?

9. Conflict Narration
Amy and John, had always shared a cordial business relationship. Unfortunately a change in their office introduced an unforeseen compromise to their relationship. Company XYZ, their employer, needed to move staff from their large offices into small, adjacent cubicles. Because the staff members are moving from offices to cubicles, they have to become accustomed to the difference in space. To help with this transition each staff member can choose their own space on shelves that run the length of the walls. John and Amy were happy enough to be working next to one another, until they had to claim shelf space which the company provided for them.
John, argued that he had more crucial items to store than Amy, so he should be entitled to the larger shelf which was closer to her cubicle. Amy pointed out that John’s items were mostly personal affects rather than work related materials. Amy demanded she was entitled to the shelf because it was closest to her, even if she did not have as many items to store as John.

10. Negotiation Strategy – Step 1 Assumptions/Perceptions/Emotions
Amy’s Assumptions
John’s Assumptions
Shelf space belongs to her
Any one can use it
Amy’s Perceptions
John’s Perceptions
John is mean at times
Amy is too possessive
she will never get the space back once it is gone.
Amy’s Emotions
John’s Emotions
Fear
Anger
Possessive
Rejected
Feelings and emotions heighten the conflict.

11. Step 2- Pick a negotiation style
For Amy,
Best: Keep the shelf space with preserving the relationship.
Worst: Give up the shelf space with preserving the relationship.
Amy’s negotiation style?
Collaborate/Accommodate
For John,
Best: Get the shelf space.
Worst: Not get the shelf space.
John’s negotiation style?
Defeat / Withdraw

12. Negotiate
What was the outcome?
Amy gave up the shelf space.

13. Job-aid for similar conflicts
Person 1
Person 2
Identify:
Assumptions
Perceptions
Feelings
What do you want or need?
What do you want or need?
What is most important to you in the end?
Outcome
Relationship
Indifferent
Withdraw
(Lose-Lose)
Compromise
(Split the difference “win”)
Collaborate
(Win-Win)
Defeat
(Win-Lose)
Accommodate
(Lose-Win)