Conflict Resolution

About the Workshop

In a successful negotiation everyone wins. The objective should be agreement, not victory.

Every desire and need that needs to be met or satisfied is at least potentially an occasion for negotiation; whenever people exchange ideas with the intention of changing relationships, whenever they confer for agreement, they are negotiating.

Learning Objectives

By the end of this workshop, participants will be able to:

1. Use their skills to successfully negotiate
2. Catch disagreement before it escalates into dysfunctional conflict
3. Replace habitual styles of handling differences with a strategic approach
4. Honor the legitimate interests of other
5. Creatively integrate diverse views so they are responsive to mutual concerns
6. Utilize disagreements as opportunities for learning
7. Specialized Negotiation with Customers

Topics Covered:

1. Introduction

2. Major causes of conflict

3. The Models of conflict resolution

4. The rational vs. the emotional aspects of negotiation

5. Distributive (win-lose) or Integrative (win-win) bargaining

6. Basic principles of integrative or win-win bargaining

7. Planning for negotiation

8. Paying attention to the flow of negotiation

9. Negotiation as a sequence of events not an incident

10. The intangibles of negotiation

11. Some tricks skilled negotiators use

12. Changing a win-lose to a win-win situation

13. Wanting to win and not caring about others’ interests

14. Lying and bluffing – are they ethical?

15. Summary and quiz

Duration: 9 Hours