LISTEN
ACTIVELY
All people who participate with the My Voice, My Choice waiver option will reach goals faster by listening to the ideas and responses around them. The company called Community Activators (for more information on their programs, look for their website under Additional Resources) help teach conflict resolution skills to organizations. They emphasize the following points:
Listen for facts and use your heart to hear the emotions being conveyed. Get beyond your judgment and try not
to interrupt
people while they are talking.
Acknowledge what you hear without defending yourself.
Reflect
back the facts that were expressed as well as the
feelings
or emotions you experienced while listening.
Clarify with questions so you know you understand.
State your own contributions to the conflict by stating the truth,
not defensiveness.
Empathize with the speaker and imagine experiencing what he
or
she is concerned about.
When team members know that opinions are valued and respected, communication occurs no matter how the conflict is resolved.
BARGAINING TECHNIQUES
There are two primary types of bargaining techniques: Integrative and Distributive. Before we define them, know that Support Brokers will need to use both techniques and may create a combination of approaches to respond to the unique needs of their employers. For more information on this topic, look under Additional Resources for Negotiations and Resolving Conflicts: An Overview by Professor E. Wertheim.
Integrative - another word for this technique is Collaborative.
This technique is important to you because it emphasizes having
an on- going relationship with those involved in bargaining. You
are not competing with team members to win an argument; rather
you are collaborating on how to gain solutions.
Distributive - another word for this technique is Competitive.
This technique is best described using the car lot as an example.
When you buy a car, you want the lowest price, regardless of if
that price compromises the car dealer. At times, you will need to be
somewhat competitive on behalf of your employer-just be so in a integrative
way!
WIN - WIN SITUATIONS
Professor Wertheim explains that "the key to successful negotiation is to shift from win-lose to a 'win-win' situations. Almost all negotiations have at least some elements of win-win." One of the quickest ways to accomplish this is for you to approach a conflict with an attitude of reaching mutual gain and positive outcomes. Both you and your employer can reach greater goals if you can appeal to outcomes that acknowledge other team members' interests and feelings.
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