Conflict Resolution Techniques

Conflict resolution techniques for more productive relationships

1. Using I versus you language
-I vs. You

2. Using Anticipation:
-Gaining coop
-Influencing others
-With respect

3. Using self interest
-Money
-Power
-Popularity
-Status
-Promotion
-Recognition
-Security

4. Using Meta-talk techniques
-Pay attention to the other person's communication then approach.

5. Using limit-setting
-Both parties can know each other's priority and cooperate.

6. Using consequences
-State in a Non-Threatening Manner
-Have legitimate power
-Follow throw on your action

7. Aggressive Behavior
-Try to remain calm, the person will more likely consider your viewpoint

8. Role confusion

9. Stereotyping
-Groups tend to define themselves
according to who they are and who they are not.

10. Manipulating
-Flattery
-Sympathy
-Guilt
-Intimidation

Team Members

BA318

Communications in Leadership and Negotiations

Presented by

1. Methee Charoenpromsakul

&

2. Pattraporn Lertpipopmetha

Table of Contents

Team-Member
Welcome-Message


Essentials of Negotiation

[N]Chapter1 and mapping

[N]Chapter2 and mapping

[N]Chapter3 and mapping

[N]Chapter4 and mapping

[N]Chapter5 and mapping

[N]Chapter6 and mapping

[N]Chapter7 and mapping

[N]Chapter8 and mapping

[N]Chapter9 and mapping



Leadership Communication

[L]Chapter1 and mapping

[L]Chapter2 and mapping

[L]Chapter3 and mapping

[L]Chapter4 and mapping

[L]Chapter5 and mapping

[L]Chapter6 and mapping

[L]Chapter7 and mapping

[L]Chapter8 and mapping

[L]Chapter9 and mapping

[L]Chapter10 and mapping


VDO Studies

Time-Management
Conflict-Resolution-Techniques

Time Management

21 key ideas of Time Management

1. Goals - What is it you want to accomplish?

2. Organize plans of actions - put it in writing

3. Analysis - Make a list

4. Set priorities - What is relevant and irrelevant? What is the most valuable use of my time?

5. Concentration - Learn how.

6. Deadlines and rewards - positive logical consequences.

7. Time log - where is all your time going?

8. Procrastination - Positive or negative : do it now do it now do it now

9. Delegate - Delegate everything you can.

10. Meeting - the essential part of human life

11. Interruptions - telephones and walk in visitors.

12. Key result areas - What key results have you been hired to accomplish?

13. Batching Tasks - Group your responsibilities

14. Neatness - Clean up your work environment

15. Chunks of time - allow time for important work.

16. Transition time - learn more to earn more.

17. Telephone - a powerful business tool

18. Punctuality - Get a reputation for being on time

19. Work simplification - systemize the work process

20. Saying No - Early and often

21. Balance - Improve the quality of your life.

[Leadership] Chapter 6: Developing Emotional Intelligence and Cultural Literacy

Leadership Communication

Chapter 6

Understanding emotional intelligence (EI)

Emotional intelligence is the capacity to understand your own emotions and those of other people. This understanding provides a foundation for understanding and appreciating cultural differences. The leader’s emotional intelligence determines the success of the company’s culture and performance, and the understanding of cultural differences begins with emotional intelligence.

Emotional Intelligence is the ability to identify and manage emotions in ourselves and in others. In order to understand the emotional intelligence, you have to understand and express yourself, in addition, you also have to understand and relate to others as well. You should deal with the strong emotions and control impulses, and adapt to change and solve problems of a personal or a social nature if necessary.

Appreciating Personality Differences might help you in Establishing EI. To understand your personality type and that of others can contribute to the emotional intelligence needed to lead and manage effectively.

Myers-Briggs Type Indicator (MBTI) is the most popular psychological profile that can be very useful in leading and managing. The MBTI consists of 4 dichotomies in 16 combinations.


Non-Verbal Communication

Non-Verbal Communication Ability is very useful for interactions. The way you dress, walk and carry yourself, stand in relationship to others, use your hands, move your head, and change your facial expressions, all of these are types of nonverbal communication or sending messages without using verbal language. Knowing something about nonverbal communication is clearly important for anyone to improve the communication skill and is certainly important for any leader. Developing a better understanding of nonverbal communication can help you in your communication to others and in your understanding of how your communications may be perceived by them. In order to improve your non-verbal communication ability, you must learn as much as possible about any groups in which you will be interacting and develop a lot of understanding and sensitivity to non-verbal cues. Learning to listen to the others emphatically is also essential in effective interactions


Developing an approach to cultural literacy

“Culture is broader than geography”. Culture is an integrated system of learned behavior patterns and it refers to the total way of life in particular groups of people. Culture includes geographical, social characteristics and values.

Realizing the value of cultural differences is a key component of emotional intelligence. Only by understanding and appreciating cultural diversity,you can know how to communicate with all of the different audiences that form the complexion of most of the world. Nowadays, A lot of businesses are international, multinational, and global. You might obtain a very basic level of cultural literacy from reading about the differences across cultures. Furthermore, you can use a framework of cultural variables to help understand some of the differences foundation on which to build the greater knowledge and also to distinguish the cultural differences.

[Leadership] Chapter 5: Using Graphics and PowerPoint for a Leadership Edge

Leadership Communication

Chapter 5

This chapter focuses on when and how to use graphics. Graphics will improve presentations and documents, and contribute to the success of your oral and written communication.

When to Use Graphics
- To reinforce the message
- To provide a roadmap to the structure
- To illustrate relationships or concepts visually
- To support an assertion
- To emphasize important ideas
- To maintain and enhance interest


“Text slides” are the staple for most presentations. The goal with any text chart is to make it as readable as possible and to make sure that it contains meaningful content.

The fundamental graphic design principles (How to Design a Slide) are as follow

- Keep it simple but meaningful
- Have only one message per slide
- Make sure the slide title captures the “so what?”
- Select graphics that support the message
- Use shading to guide audience to the message
- Use animation only if it reinforces the message

The colors and fonts can make your presentation more effective. The selection should focus on colors and fonts that show up best when a presentation is projected


Creating meaningful and effective text layouts
- Not use too Many Words
- Use of Hanging Indents
- Using Columns
- Using Graphic Support
- Building Text Charts (if you plan to spend some time discussing)


Selecting and designing effective data charts
- Selecting the Right Type of Graph: For instance,
Using Pie to compare proportions and relative amounts U
Using Bars to convey absolute value data, relative sizes, or close comparisons
Using Histograms to show the typical or exceptional
Using Line to demonstrate trends or interactions between variables
Using Scatter Plot to illustrate how one thing predicts another

- Making the most of PowerPoint as a design and presentation tool
- Using Distracting Background
- Using Color and Animation to Convey a Message

How to Present PPT Slides
- Check equipment and room in advance
- Introduce each slide before showing
- Avoid blocking the audience’s view
- Stop talking when you move to advance a slide
- Always look at your audience, not back at the screen or down at your laptop
- Use PPT to reinforce your message
- Focus on the presentation, not the PowerPoint

[Leadership] Chapter 4: Creating and Delivering Leadership Presentations

Leadership Communication

Chapter 4

This chapter mainly focuses on the techniques of using language effectively to the art of public speaking. The main point of the chapter is the action step in the Three "P" process

The Three P’s of Oral Presentations

1) Plan

- Determining the strategy from the spokesperson to the audience

- Analyzing Your Audience: what is your primary purpose in delivering this presentation to this audience, who is your primary audience and what do they know, expect, and feel, who is the secondary audience, what is motivating the audience to attend the presentation and how do you motivate them to listen to you, what do you expect the audience to do and to feel based on your presentation.

-Selecting the Medium and Delivery Method: such as, overhead or computer, flip charts or white boards, video or phone conferencing, Round-table discussions and Team presentations.

-Organize speech and establish logical structure


2) Prepare

- Developing the Introduction, Body, and Conclusion
- Proofreading and creating graphics
- Practicing: Try to recreate the speaking situation or practice in the same
room if possible and also be prepared, be flexible, and anticipate the unexpected


3) Present

- Using appropriate eye contact, facial expressions, and body language
- Using an Effective Speaking Style
- Avoiding common body language problems
- Delivering effectively with visual aids
- Handling the Q&A
- Achieving a positive ethos

[Leadership] Chapter 3: Using Language to Achieve a Leadership Purpose

Leadership Communication

Chapter 3

This chapter focuses on helping you to create a positive ethos through the effective use of language. As a leader, you want your audience to perceive a positive eths in your tone, to see you as confident, and to trust and believe you. The leaders can and inspire others to action through their effective use of language. You need to possess confidence not only in your knowledge on the subject but also in your ability to capture the content in the right words used in the right way. A leader should sound confident and speak with authority.It is important to know how your audience perceive the language that you use. The more you can anticipate the audience’s response and hear how you sound to others, the better you can control your tone and use it to influence your audience. Being aware of your style and tone moves you one step closer to developing a leadership style. You can learn some specific techniques to make your language more powerful and help in creating a positive ethos, that signals to your audience what you are talking about can be trusted.

Moreover, the chapter also focuses on writing concisely. writing requires practice and a critical. Clear writing is direct to the point, free of jargon, pomposity, and wordy constructions. The guidelines to help achieve greater conciseness and a style are as follow.- Avoid the passive voice-the actor should usually come first in the sentence

- Avoid expletives, such as “there is” or “it is”
- Avoid the use of prepositional idioms
- Avoid the overuse of relative pronouns
- Avoid the repetition of words and ideas
- Avoid weasel words, ambiguous noncommittal words
- Avoid the jargon
- Avoid redundancies

To sumup, correct and careful use of language in business communication is very important to your credibility as a leader, your ability to represent yourself and your company.

[Leadership] Chapter 2: Creating Leadership Documents

Leadership Communication

Chapter 2

This chapter focuses on helping you to create documents and to select the most effective communication.

In business communication, documents can be
- correspondence (e-mails, memos and letters) or
- reports (proposals, reviews, miscellaneous reports and charts).


There are 3 phases to create a document

Phase 1: Analyzing & Planning
In this part, we have to clarify the purpose. Then, analyze the audience and select medium and key massages. There are a lot of medium to use such as, Text message, E-mail, Memo, Letter, Discussion outline and Reports; we have to selecting the most appropriate one.

Phase 2: Creating & Developing
In this part, we have to decide on organization and generate the ideas for gathering data. We should also write a draft to sum up the ideas.

Phase 3: Refining & Proofing
This part is to revise and print out to proofread the final version.


The guidelines for organizing document contents coherently

You can make your documents coherent to your audience by using a logical structure and effective organization. In order to organize and format a document effectively, firstly, we have to select the best structure for the audience and topic. Then, strongly and early begin with the major message, and finally, end by clearly establishing closure


Table of Contents

Table of Contents can be created by the list of major headings in a report and the list in order of appearance. The wording in the table of contents must be matched to the section headings exactly.


Conforming to expectations for executive summaries

The summary should usually run about 10% of full document length and contains purpose, scope of work or research and results of study. Moreover, it is very important to emphasize conclusions and information the reader needs to make a decision or agree with your recommendation.


Using Headings Effectively

We can use the headings to signal a shift to a new topic or sub-topic. Headings should be short, meaningful, and consistent and used in the same font for entire document.

Documenting Sources of information responsibly

-Type of information

1) Primary : Information gathered through your own surveys, interviews, or observation

2) Secondary : Published materials in books, periodicals, or the Website. For this kind of source, we have to correct and complete reference (notes and bibliography) for anything used in the report from anywhere.

[Negotiation] Chapter 4: Strategy and Tactics of Integrative Negotiation

Essentials of negotiation

Chapter 4

As for the Integrative Negotiation, negotiators must focuses on commonalties rather than differences. it attempts address needs and interest, not positions, it also commit to meet the needs of all involved paties.

The success of integrative negotiation depends on a search for solutions that meet the objectives and needs. Integrative Negotiation requires a process fundamentally different from that of distributive bargaining. Negotiators must attempt to probe below the surface of the other party’s position to discover the underlying needs.

Integrative Negotiation process:

• 
  
  Create a flow of information


• 
  
  Understand the other's needs and objectives


• 
  
  Emphasize the commonalties between the parties


• 
  
  Search the solution to meet the both goals

Therefore, The key step in Integrative Negotiation are to indentify the problem, to understand the problem, to generate the solutions, and to evaluate the alternatives

- To identify the problem, we have to define a problem in a way that acceptable to both sides, state the problem as a goal and identify the obstacles to attain this goal, and at last seperate the problem definition from the search of solutions.

- To understand the problem, we have to understand the interests and needs. Such interests including substantive interests relating to key issues in the negotiation, process interests relating to the way the dispute is settled, relationship interests indicating one or both parties value in their relationship, and interests in principle in doing what is right and fair.

- To generate alternative solutions, we have to use the tools such as brainstorming, nominal groups or surveys.

- To evaluate the alternatives, we have to narrow the range of solutions options and evaluate solutions by quality, acceptability, objective standards.

There are some factors that could lead to the successful Integrative Negotiation. For example, some common objective, solving ability, a belief in validity of one's own position and the other's perspective, the motivation to work together, trust, accurate communication, and the understanding of the dynamics of integrative negotiation.

[Negotiation] Chapter 3: Strategy and Tactics of Distributive Bargaining

Essentials of Negotiation
Chapter 3

This chapter focuses on describing the basic structure of competitive or distributive bargaining situations and strategies used in distributive bargaining. The distributive bargaining situation can occur when goals of one party are in fundamental and direct conflict to another party, resources are fixed and limited, and the goal is to maximize the share of resources.

Distributive bargaining is a conflict situation because each party is looking for their own advantage. There are many ways to get this advantage. It could be through concealing information, attempting to mislead the other party, or by using manipulative actions. In order to have effective distributive bargaining, parties should plan carefully, use strong execution and have constant monitoring of the other party’s reactions.

Alternatives give the negotiator power to walk away from the negotiation. If there are attractive alternatives, the negotiators can set their goals higher and make fewer concessions. But if not, negotiators might have much less bargaining power.

Fundamental Strategies:

• 
  
  Push for settlement near opponents resistance point.


• 
  
  Get the other party to reduce their resistance point.


• 
  
  If settlement range is negative, you can get the other side to reduce their resistance point or modify your own.


• 
  
  Convince the other party that settlement is the best possible.

Keys to implement any of the four strategies are discovering and influencing the other party's resistance point.

Tactical tasks of negotiators are:

• 
  
  Assessing outcome values and costs of termination for the other party directly and indirectly.


• 
  
  Managing the other party's impressions by screening and taking direct action to alter the impressions.


• 
  
  Modifying the other party's perceptions by making outcomes appear less attractive, making the cost of obtaining goals appear higher, and making demands and positions appear more or less attractive to the other party.


• 
  
  Manipulating the actual costs of delay or termination by planing disruptive action, forming an alliance with outsiders, and manipulating the scheduling of negotiations.

Positions taken during negotiations are opening offer, opening stance, initial concessions and the role of them, patterns of concession making, and final offer(commitments).

The tactical considerations for commitments are establishing a commitment with finality, specificity and consequences, preventing the other party from committing prematurely, and preparing the ways to abandon a committed position.

To close the deal, you have to provide 2-3 alternatives for the other party and also assume which way it would end.

[Negotiation] Chapter 2: Strategizing, Framing and Planning

Essentials of Negotiation.
Chapter 2

This chapter focuses on the key factors which would be necessary to become a successful negotiator.Firstly, the negotiator should select goals. Setting goals are the first step in the negotiation process. The goals set have direct and indirect effects on the negotiators strategy.

Direct effects:

• 
  
  Wishes are not goals.


• 
  
  Our goals are often linked to the other party's goals.


• 
  
  There are limit to what our goals can be.


• 
  
  Effective goals must be concrete/specific.

Indirect effects:

• 
  
  Forging an ongoing relationship.

Strategy is the overall plan to acheive one's goals in a negotiation. Tactics are short-term, adaptive moves designed to enact or pursue broad strategy. Tactics are subordinate to and driven by the strategy. Planning is the action component of the strategy process.

Per Dual Concerns Model is the option of the strategy which is reflected in the answers to two questions: How much concern do I have in achieving the outcomes at stake in the negotiation? and How much concern do I have for the current and future quality of the relationship with the other party?

Relational outcome important? Substantive outcome important?

No No = Avoidance

No Yes = Competition

Yes Yes = Collaboration

Yes No = Accommodation

Framing is about focusing, shaping and organizing the world around us. They frame people, events and processed differently because people have different backgrounds, experiences, expectations and needs.

Frames are critical because:

• 
  
  Negotiators who understand framing may understand how to have more control over the negotiation process.


• 
  
  Frames maybe malleable and can be shaped or reshaped during negotiation.


• 
  
  Frames shift and change as the negotiation evolves.

Frames as categories of experiances:

1. 
   
   Substantive


2. 
   
   Outcome


3. 
   
   Aspiration


4. 
   
   Conflict Management Process


5. 
   
   Identity


6. 
   
   Characterization


7. 
   
   Loss-Gain

Negotiators can use more than one frame. Mismatches in frames between parties are source of conflict. Particular types of frames may lead to particular types of agreements and likely to be used with certain types of issues. Parties may use different frames (Interests, Rights, Power) since there are value differences.

Planning is one of the steps to implement the strategy. Starting from assembling and defining the issues and your interests. You have to know your limits and alternatives, set targets and openings, assess own constituents, analyze the other party, know what strategy and how you want to present and also the protocols need to be followed in this negotiation.

[Leadership] Chapter 1: Developing Leadership Communication Strategy

Leadership Communication

Chapter 1

Leaders should consider the strategy in communication. In business way, the strategy consists of determining your goals and developing a plan to acheive them. For communication, the same definition is applied. It is to decide what your purpose in communication is and the way to achieve it.

Firstly, you have to clarify your purpose. The purposes for business communication are

1. To inform-transferring facts, data, or information to someone.


2. To persuade-convincing someone to do something.


3. To instruct-instructing someone in a process.

Once you determine your specific purpose, you can begin to come up with the supporting words and ideas and explore your thoughts about the subject. The ways to help you generating ideas are:

1. brainstorming


2. Idea Mapping


3. The Journalist's questions


4. The Decision Tree

The next essential step is the communication strategy which is the plan to accomplish your purpose. In this step, you have to analyze your audiences and also organize written and oral communication effectively.

[Negotiation] Chapter 1: The Nature of Negotiation

Essentials of Negotiation

Chapter 1

The first chapter is about the nature of negotiation which is something everybody does almost everyday. Negotiation is to create something new that neither party could do on his or her own or to resolve a problem between the parties.

There are several characteristics of negotiation situation:

• There are two or more parties with conflict of interest between them.


• The parties negotiate because they think they can use some form of influence to make the solutions best for all parties.


• The parties prefer to search for agreement rather than to fight openly.


• In negotiation, we expect to give and take.


• Successful negotiation involves the management of intangibles as well as the resolving of tangibles.

In negotiation, both parties need each other. Such situation is called "Interdependence".

Two potential consequences of interdependent relationships are value creations and conflict. Negotiation skills are useful in situations where one wants to create value or needs to manage conflict.

There are five major strategies for conflict management have commonly identified: Contending, Yeilding, Inaction, Problem Solving and Compromising.

Welcome!!

Hello everybody!!

This is our blog for BA318 class.
We think this is a great idea to have
a blog so that we all can cantact and help each other
to effectively study this course.

And many thanks to Dr.Sylvia for letting us
learn another way to communicate with people.
We are so sure that learning how to use a blog
will be very useful in the business career in the future.

See you all in class!!

May & Pam