COM 312 Final Exam Study Guide With Complete Solution

Tangible conflict issues - Answer Hard, physical or observable assets that are often scarce, such that conflicting parties either get what they want or nothing at all Win/lose Examples of tangible conflict issues - Answer Money, land, space (master bedroom) Kids in a divorce Negotiation - Answer Exchange of proposals and counter proposals as a means or reaching a satisfactory settlement Confront conflict Attempt to find mutually acceptable outcome - Answer Agreeing to negotiate means agreeing to Minimax principle - Answer In negotiation, people try to minimize their losses and maximize their gains Aspiration point - Answer What you want out of the negotiation Ex. 4 weeks paid vacation Resistance point - Answer What you're willing to give up; lowest you're willing to go in negotiation Ex. 2 weeks paid vacation Status quo point - Answer Position you were in prior to negotiation Ex. Paid vacation automatically given to you Bargaining range - Answer Zone of possible agreement between aspiration point and resistance point Ex. 2-4 weeks BATNA (Best Alternative to a Negotiated Agreement) - Answer If you stopped negotiating, where would you be? May change depending on other's offer Ex. Boss offers 3 weeks right away, resistance point is now 3 weeks and aspiration is now 5 weeks Does NOT always end in compromise Ex. You want 4 weeks vacation, ask for 5, get 4, you have made a concession but not compromise because you got your intended goal Competitive negotiation - Answer Exchange in which one starts high, concedes slowly, exaggerates the value of one's concessions, conceals information, argues forcefully, and outwaits the other -Conflict is a win/lose -Best used with no interpersonal connection (Ex. car salesman) Cooperative negotiation - Answer Formal bargaining techniques with many interpersonal skills such as listening, assertiveness, supportive communication and collaboration -Win/win is possible Rigid in goals pursuing, but flexible in means adopting for goals Equifinality - Answer One cannot necessarily predict how something is going to turn out based on the way it started Parties' goals are a mutual gain, but they are open to a number of ways to achieve a win-win Cost cutting - Answer One party reduces the price of an item so that they other is more easily able to afford it Compensation - Answer One party provides something of value to make up for lasses caused by their behavior Usually monetary Prioritizing - Answer Each side grants to the other those issues or objects that the other gives top priority Ex. You can have 1&2 on your list if I can have 1&2 on my list Objective criteria - Answer Guidelines we apply across a variety of situations to ensure fairness Fractionation - Answer Breaking the problem down into its smallest pieces and dealing with each piece one at a time Dispute - Answer A conflict that has reached a point where the parties are unable to resolve the issue by themselves due to a breakdown in communication Normal relations are unlikely until dispute is resolved ADRs (Alternatives to Dispute Resolution) - Answer Arbitration Adjudication Ombudsperson Conciliation Mediation Arbitration - Answer "Neutral" 3rd party considers both sides of dispute and makes decision Ex. Judge telling you the outcome/resolution if they didn't have lawyers. Both parties speaking on own behalf Adjudication - Answer "Neutral" judge or jury hears attorneys speak on someone's behalf and then a decision is made Ex. Law & Order trials Ombudsperson - Answer When someone cuts through red tape on behalf of individuals who feel abused by a government system Ex. One person can't go against a large system alone Conciliation - Answer 3rd party travels back and forth between conflicting parties that are unable or unwilling to meet Ex. Child between divorced parents Mediation - Answer "Neutral" 3rd party facilitates communication between disputing parties to work out acceptable agreement Ex. Wedding crashers Values of mediation - Answer Helps normalize relations Allows for full and equal participation by conflicting parties High success rate of reaching resolution Common types of mediation - Answer Parental mediation (siblings fighting) Divorce mediation (settle divorce prior to lawyers) Landlord-tenant disputes (security deposit, pet fee) Buyer-seller disputes (buying house; electrical updated) Gossip/rumor issues (school counselors) Mediator requirements - Answer No prior relationship with those involved Neutrality Equalize speaking time Suspend judgement Subjective neutrality (honor validity of each person) Confidentiality Competent in communication Trained in facilitation Open minded