Assignment #3: Conflict Management and Negotiations
BUS 526 – Negotiation and Conflict Resolution
Dr. Joaquin M. Angles
1. Outline the actions you would take to address major communication issues in a situation. Explain how these actions would improve the effectiveness of communications during the negotiation. The first action I would take to address major communication issues in a situation is to ask manageable questions. “Questions are essential elements in negotiations for securing information; asking good questions enables negotiators to secure a great deal of information about the other party’s position, supporting arguments, and needs” (Lewicki, Saunders, & Barry, 2011). Using manageable questions will help to gather more information, bring attention to the issue, help the other party to think differently about the situation and spur on further communication regarding the issue. This would improve the effectiveness of communication during the negotiation because it would help to manage stalling or difficulties and would allow for the other party to express their needs in a non-defensive manner. The next action I would take would be to listen. By being a good listener, I could recognize the different meanings of the communications and identify the issue without agitating or causing the communicator to become hostile. There are three major forms of listening that can be applied: passive, acknowledgement, and active. “Passive listening involves receiving the message while providing no feedback to the sender about the accuracy or completeness of reception”, (Lewicki, Saunders, & Barry, 2011). It is quite possible that just by listening to the other party they can work the issue out on their own. Acknowledgement involves just a little more action than that of passive listening. By simply nodding your head or interjecting a quick response like “okay” or “I understand” but nothing else, would...
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