• Unit 5: Conflict Management and Negotiations

    Conflict is a good thing, as long as it is productive. Insulting someone is not productive, but a healthy debate is the foundation of democracy and is valuable in business as well. Successful organizations encourage healthy conflict; it forces people to defend opinions and allows for a free flow of ideas. Of course, managers must prevent these conflicts from getting out of hand.

    The same ideas apply to negotiation, or conflict with an individual outside of the organization. The key to successful negotiation is preparation. Whereas conflict within a firm can be less formal, negotiations require much more due diligence. Whether it is a $10,000 contract or a $10 billion merger, the principles of negotiation remain the same.

    Completing this unit should take you approximately 10 hours.

    • Upon successful completion of this unit, you will be able to:

      • describe the various types of conflict;
      • explain how to effectively manage conflict and to resolve conflict with others; and
      • summarize and employ negotiation strategies.

    • 5.1: Conflict

      • Conflict and Stress Page

        Conflict is a process that occurs when a person believes that others will take action that is at odds with his or her own goals. Think about conflict as being perceptual. From an organizational perspective, most conflict occurs as a result of competition over scarce resources or ambiguity over jurisdiction. The result of conflict can be stress. Consider times in your organization when you have experienced conflict. What caused the conflict and what were the results?

      • Conflict and Negotiations URL

        This chapter introduces conflict and negotiation. You will learn about the types, causes, and consequences of conflict, as well as how to manage conflict. The text then transitions to understanding and employing negotiation strategies within the organization.

      • 5.1.1: Types and Phases of Conflict

        • Types and Phases of Conflict in the Workplace URL

          Review this presentation for a short discussion of several types of organizational conflict as well as some of the factors that influence conflict in the workplace. Slide 4 is particularly relevant, as it defines and explains the types of conflict you may see in your workplace.

      • 5.1.2: Conflict Is Good

      • 5.1.3: Causes of Conflict

        • Conflict in Organizations: Good or Bad? URL

          Review this detailed article on conflict in organizations. Note the authors' focus on causes of conflict between the individual and the organization. As you read, think also about the effects of conflict on the individual and on the organization. Also, consider whether conflict is always bad? What are some of the positive results of conflict?

      • 5.1.4: Managing Conflict

        • Managing Conflict URL

          How do you manage conflict? Do you aim to accommodate others' needs? Or do you put your own needs first? The key is to find a balance where both your needs and the needs of others are met. View this presentation on managing conflict for a quick introduction on various conflict management tendencies.

    • 5.2: Negotiations

      • Basics of Negotiation URL

        View this presentation for an overview of negotiation. What are some common myths about negotiation? How can you better prepare for negotiation. Finally, take note of the term acronym BATNA and the distinction between target points and reservations points in a negotiation.

      • Negotiation Theory and Practice File

        Read this article about the theory and practice of negotiation. Complete the introductory self-assessment exercises first. Then, as you read the paper, compare your initial responses to the content in the article. How accurate were your answers? Did you recognize the sources of power?

      • 5.2.1: Third Party Intervention

        • What are the Principles of Mediation? Page

          Watch this short video to learn about the principles of mediation. How might mediation be used as a form of conflict resolution?

        • Basics of Mediation and Manager as Mediator URL

          Now that we are aware of the principles of mediation, what applications do they have for the organization? Why is it beneficial for managers to resolve conflict, possibly via mediation, as opposed to using arbitration? What traits and characteristics does a typical mediator possess? Do you share any of these traits?

      • 5.2.2: Honesty

        • Ethics in Negotiations URL

          Our final lesson on conflict and negotiation will address the role of ethical negotiations. Why would someone lie during a negotiation? What are the arguments for behaving ethically?

    • Unit 5 Assessment

      • Unit 5 Assessment Quiz

        Take this assessment to see how well you understood this unit.

        • This assessment does not count towards your grade. It is just for practice!
        • You will see the correct answers when you submit your answers. Use this to help you study for the final exam!
        • You can take this assessment as many times as you want, whenever you want.