Exam 11: Handling Difficult Conversations, Conflict, and Negotiation

____ refers to antagonistic interaction in which one party, in order to achieve its goals, will prevent or block the intentions or goals of another.

When having a negotiation, what is the key step and why?

A difficult conversation can be defined as a discussion between two or more people where ___.

When negotiating, what is the first thing you need to decide?

How can you learn more about your opponent's position?

___ requires that participants suspend their attachment to a particular point of view so that a deeper level of listening, synthesis, and meaning can emerge from the group.

It is generally best to ___ when it is time to consider offers.

Which of the following is a conversation killer?

If you own a company and there is a conflict among a few top managers, how should you deal with this?

Veejay wanted to understand why so many people on his staff were running behind schedule when he felt they had sufficient time and resources to complete their projects. He called them together and asked them to explain what was happening, and then he deliberately stated conflicting opinions to push the team to discuss these varying viewpoints. Veejay was attempting to use _________ to fully understand the situation.

Explain the five steps of the ILETS model for conducting difficult conversations and why they're each important.

The example in the book about the Zen master and tea proves what point?

Bargaining is appropriate when an issue is trivial, when there is no chance of winning, or when a delay to gather more information is needed.

You have been offered a new job you really want, and you are now negotiating your compensation package. You believe the hiring manager is being honest when she says she simply cannot pay the full salary that you've asked for. So instead, you ask if she'd be willing to give you three extra paid vacation days if you agree to the lower salary she has offered. What approach are you taking?

Which of the following are included in the preparation phase of handing difficult conversations?

The manager only has the responsibility of disclosure when he engages people in a dialogue.

As a manager, which of the following should you do when engaging people in dialogue?

If you don't prepare for a difficult conversation, you ___.

When delivering bad news, you should follow the ILETS model by listening first and speaking second.

The ___ style of handling interpersonal conflict can be described by the following attitude: "I tell others my ideas, seek out their ideas, and search for a mutually beneficial solution"