1. 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!

2. 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

3. 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.

4. 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

5. 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

6. 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

7. 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

8. 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

9. 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

10. 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

11. 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.

12. 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

13. 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

14. 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

15. 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