Business Conflict Resolution
You will approach a current conflict situation that you face in your work (NOT a conflict that was addressed and resolved in the past). You may also choose a conflict outside of work if you like. Most importantly, choose a situation that is current, relevant and important to you. ORDER YOUR PAPER NOW
USE: ETHNOCENTRISM, WITHHOLD JUDGMENT, PARALANGUAGE, ATTEND TO NON-VERBAL CUES, BEWARE OF TRIGGER WORD, EMOTIONAL INTELLIGENCE, LIMIT DISFLUENCIES, WORKPLACE DIGNITY, NONVERBAL BEHAVIOR HAS COMMUNICATION VALUE. You will communicate with someone you have a current conflict with. You will identify your goal (for example, to get a certain action/outcome; to sway a decision; to influence a change in behavior; to be heard; etc), and you will decide what approach you want to take.
You will then communicate with that person (ideally face-to-face, but you can choose the most appropriate and available channel). Following your interaction, you will diagnose how it went and what you might have done differently to improve the chances of meeting your goal.
Submit a four-page write-up (double-spaced) in the appropriate folder. Include any reference to the reading that you feel is appropriate and use specific techniques and terminology from Chapters 3, 4 and 5. These and additional conflict management tips and strategies have been discussed in class. Go into depth in your write-up, provide support for key points and include specifics and examples where possible.
Your write-up should include the following (separate your paper into these three clear sections):
A. Description of how you prepared for the interaction, including:
- What is the nature of the conflict? Provide a brief description of what is going on and a brief history.
- What is your goal (desired outcome) in communicating with this person regarding the conflict?
- Your approach: what techniques, USE: ETHNOCENTRISM, WITHHOLD JUDGMENT, PARALANGUAGE, ATTEND TO NON-VERBAL CUES, BEWARE OF TRIGGER WORD, EMOTIONAL INTELLIGENCE, LIMIT DISFLUENCIES, WORKPLACE DIGINITY, NONVERBAL BEHAVIOR HAS COMMUNICATION VALUE. Use any of these and explain why? There are about forty techniques to choose from You should mention and describe at least six techniques in total. Note: the techniques in the textbook tend to be highlighted in There are over 25 techniques to choose from that can help you manage your encounter. For example: “Withhold Judgment” (page 66), “Talk and Interrupt Less” (page 68), “Choose the Optimal Degree of Powerful Language” (page 85), “Demonstrate Interest in Others” (page 101), “Focus on Solving Problems, Not Controlling Others” (page 114), and “Agree with the Criticism” (page 119). The most important of all may be “Use Descriptive ‘I’ Language” (page 114). It is important that you provide a concrete example or enough description (what you might say and why it might be helpful) for each technique so I can see that you understand the techniques.
B. Description of the Event:
- What happened? How did your interaction go? Provide a few quotes/examples of what you actually said. You do not need to provide every detail, but do provide a few specific examples that show what type of language and tone you used. For example, if you practiced the “Descriptive “I” Language,” (a powerful technique), what did you actually say? How did the other person respond or react? What did they say, and how did it play out?
- What techniques did you end up using?
- What went well or most effectively? Why?
- What did not go as well as you would have liked? Why?
C. Description of the outcome of the Interview:
- Discuss how you felt the interaction went. Did you achieve your goals? Why or why not?
- What strengths did you bring to the situation?
- Where were you most challenged?
- What might you do differently if you were to do it again?
Your write-up should be in clear, readable English. If you struggle with English writing, consider consulting GGU’s OWL service, which helps students strengthen their written English. Also, be sure to run Spelling and Grammar check in Microsoft Word or other document tool to correct any glaring mistakes.