Question

(a). With appropriate examples, discuss five (5) of the most effective conflict resolution strategies aimed at settling some instances of misunderstanding between two feuding factions in your organization? (10 marks) (b). Justify how five (5) interpersonal skills may help in negotiation? (10 marks)

Answer 1

a. The five resolution strategies are:

- Avoiding- in this strategy, the issue and factors of conflict are ignored hoping it to resolve itself. Such resolution is implemented when the issue cannot be resolved by agreeing to any one or everyone's demand and hence trying to resolve the issue will develop a more conflicting atmosphere. For example, A customer calls the customer care of the company complaining in an aggressive tone about a product which he is not using in the right way. You know that the product is not a problem but still, you don't counter back and instead avoid an argument calming the customer and explaining him the right way to use the product.

- Accommodating- in this type of resolution, the demands of other party are satisfied to resolve the issue not considering our own demands over them. This resolution is taken by a party when the party in the conflict is more important for them the solution to be in their favour. It could also be taken if the party is persuaded to consider other's demand over his own. For example, a customer wants to return a product after its return period but he is a regular customer and this situation has happened for the first time, also this customer could be lost if his demand is not addressed. The return could be accepted as a special case to resolve the conflict in an accommodating way.

- Compromising- It involves coming to a resolution where all parties are partly satisfied and complete accommodation or ignorance to any party is not given. It will leave the parties partly unsatisfied. These resolutions are made when resolving the matter is more important than giving time to finding the best resolution. For example, a customer makes a takeaway order at a food joint and only after reaching home he realises that the item was wrongly delivered. When complained about this on a call to the joint, as due to late hours it is not possible for the customer to go back and return or for the joint to make another delivery, they request the customer to compromise by having that item for now and taking a free item in their next order in future. Though both parties are at some loss they agree to a mutual resolution.

- Competing- In this resolution strategy, one party tries to satisfy their own demands in a competing manner which is at the expense of other involved parties. It is usually a situation when the party is standing up for their rights and having the resolution on his side is of utmost importance to him. For example, a customer breaks an item in the store and then behaves badly with a staff, abusing and trying to harm him. In this situation even if he is a prominent customer but losing him by having a competing attitude in the conflict will be right for stopping him from behaving that way and reacting on his bad behaviour with the store items and staff.

- Collaborating- it means coming to a solution that will satisfy all the parties equally and completely. It is the best strategy to keep everyone happy and resolve the conflict in a win-win position for everyone. Though it is not practically possible in all situation as conflict wouldn't arise otherwise, but when it is possible, it is the best approach to pursue. For example, a customer is not satisfied with a product they bought and gives negative feedback to the company also suggesting an idea to improve their product. The company understands the idea and likes it for implementation of product development. They resolve the issue by agreeing to the customer's idea which will make him a satisfied and happy customer and result in a better product for the company resulting in a win-win situation.

(As second question is of a different topic and not a part of the first question, please post it separately. Thanks)