Page 309 - Effective Communication Soft Skills Strategies For Success by Nitin Bhatnagar, Mamta Bhatnagar

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14

Conflict Management and

Negotiation Skills

After reading this chapter, you will be familiar with:
• The nature of conflict
• Various conflict resolution styles
• Purpose of conflict resolution
• The collaborative versus the coercive conflict
• Conflict management skills
• Principles of ‘win-win’ negotiation

INTRODUCTION

Conflict is an inevitable part of any relationship. Conflict takes place between
parent and child, wife and husband, teacher and student. Conflict is a very
normal phenomenon. However, conflicts do not have to end with some one
losing and with both parties hating each other. Unfortunately, we have many
wars, political fights, divorces, lawsuits, business break-ups, strikes, effort-,
time- and money-wasting arguments at work, etc. Wise individuals are able
to resolve disagreements with both parties satisfied and respecting each
other. Hence, learning to resolve conflict, which yields a positive outcome, is a
real skill.
Each of us has his/her own way of dealing with conflicts in our lives.
Knowing our own style and motives of the other person with whom we are
in conflict will help us to handle situation. Also, it is obvious that self-serving
and hostile underlying emotions are often the cause of disputes. The conflict
may be power struggle, a need to prove you are right, a superior attitude,
a desire to hurt, or some other motive.

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