1. Chapter 9 Chapter 9: Resolving Conflict with Others

2. Key Messages About Conflict . Conflict is neither good nor bad. Conflict is inevitable. Conflict does not have to result in winners and losers.

3. Determining the type of conflict enables you to deal with it.

4. Because we are all different, differences in points of view are inevitable. It has the potential to increase understanding, stimulate positive change, and facilitate human relations. Conflict can be a good thing.

5. But it can lead to relational stalemates..

6. Or worse!

7. Which type are you? http://www.youtube.com/watch?v=V-KMojzH8Ys&feature=related

8. Although the assertive style is the preferred style, it may not always be appropriate. There may be situations when one of the other styles is more appropriate. For example, if the co-worker is a three hundred-pound bully, let’s go for the passive style!

11. Understanding and recognition do not mean compromise and concession! Negotiation Skills

12. Four Magic Phrases in Negotiation http://www.youtube.com/watch?v=g5RknemM8Hw&feature=related

13. Take this Quiz http://money.cnn.com/quizzes/2008/fortune/negotiation_skills/2.html?score=0

14. Business Conflicts with Customers:Tips for dealing with unhappy customers, clients, patients http://www.youtube.com/watch?v=ACKbkmO9rLg&feature=related

15. Collaborating: The "win/win" negotiation approach has these positive attributes: It de-emphasizes personalities in favor of emphasizing the issues. In other words, it separates the person from the problem.

16. Compromising: The Give/Get Principle of Negotiation The collaborative, or win-win, approach to negotiation is usually the most effective and most rewarding for both parties. However, there will be certain situations you will confront where the concept of compromise, or give-get, fits better.

17. Distributive BargainingWatch the link below: www.ebaumsworld.com/video/watch/80747676/ In a zero sum game, the person who makes the first offer is at a disadvantage sets the outer limits of price, other terms Improve zero-sum negotiation skills by: Understanding your objectives Understanding the other side’s objectives

18. Bullies in the Workplace Video http://www.youtube.com/watch?v=MC32nbGVuJM

19. A Final Word From STEVE JOBS: One of America’s Great Workplace Heroes http://www.youtube.com/watch?v=f60dheI4ARg&feature=related