Negotiation, conflict resolution techniques, transaction analysis, assertive techniques
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Understanding Negotiation types and techniques, styles. Conflict styles and how to resolve conflict. Understanding Transactional Analysis in detail with Id, Ego and super Ego.as well Assertive techniques, meaning of assertive communication and types, as well intra organisational listening and communication. Barriers of Communication
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Negotiation, conflict resolution techniques, transaction analysis, assertive techniques
- 1. Communication 33% Verbal 60% Non- Verbal 7% Para Verbal
- 2. Conflict
- 3. Conflict Story…. Person vs. Person Person vs. Nature Person vs. Technology Person vs. Self Person vs. Society Person vs. Supernatural
- 4. 1 3 4 5 6 2
- 6. Competing I win, you Lose
- 7. Compromising win –win / lose- lose
- 8. Avoiding I lose you lose
- 9. Accommodating I lose you win
- 10. Collaborating I win you win
- 11. I win you win
- 12. 1 5 6 × × ×
- 13. Conflict Resolution I am Winner I am Mr. Right
- 14. Steps to Settle Conflict Safe Place & Time Empathetic Listening Win – Win Outcome List your concern Allow other person to talk Take Breaks Something you can agree on
- 15. Never Tell Someone What They Said, How They Felt, Or What They Did Communicate The Takeaways And Apply Learning For Next Time ओ स्त्री रक्षा करना
- 18. Types Of Negotiation Distributive Negotiations – The Fixed Pie No Previous Relationship
- 19. Distributive Bargaining Basics Play your cards close to your chest The opposite is equally true The only thing you should ever tell Let them make the first offer Be realistic
- 20. Integrative Negotiations Everybody Wins Something
- 22. Integrative Negotiation Basics Multiple Issues Sharing Problem Solving Bridge Building
- 25. Biggest Overseas Deal $ 50 Million Food Delivery Zomato Pickup Table Reservation HyperPure Corporate Catering Portal Zomato Gold Zomato Piggybank 22Grab and Pickingo
- 26. 4 Companies ,6 Months $90 Million
- 27. Fintech Industry
- 30. Health Care IT Consulting $89.5 million vs. 84.7% Healthcare Life Science
- 33. Integrated Negotiation Skill Linking Sequencing
- 34. Bad faith & BATNA Vs. WATNA
- 37. Tactics Good Guy/Bad Guy Highball/Lowball The Nibble Snow Job: Jargons Mirroring
- 41. Situation: My friend keeps borrowing my books and never returns them. Aggressive Response Your response: I will never lend you another one! Positive outcome: I would not lose my books. Negative feelings: I feel bad that I might hurt my friend’s feelings or even lose a valuable relationship over a simple book. Submissive/Passive Response Your response: I will ignore it. It’s only a book. Positive outcome: I keep my friend happy. He has the book and won’t hear a complaint from me. Negative feelings: I lost my books which costs me. I also need them as reference but now I cannot use them.
- 42. Assertive Response Your response: I lend you several of my books and I am happy to lend more to you. I understand that you may not have had enough time to read them. I use many of them as reference and I need them back. I appreciate if you can return them soon after I give them to you. Positive outcome: My friend now understands that I need the books back and I will get to keep my friend. Negative feelings: I feel good now but I understand being assertive requires courage, planning and skill.
- 43. Situation: A good friend of you, asking bike now and then, finishes petrol every time. Submissive/Passive Response Your response: Positive outcome: Negative feelings Aggressive Response Your response: Positive outcome: Negative feelings: Assertive Response Your response: Positive outcome: Negative feelings:
- 44. Fogging Assertive Techniques The Stuck Record Technique
- 50. Four Life Positions I'm OK and you are OK I'm OK and you are not OK I'm not OK and you are OK I'm not OK and you are not OK
Editor's Notes
- These are conflict styles..What do you think is best solution from above?
- Lets see in detail…. These are different styles, will see one by one in detail..
- This was for channel… TRP
- Two different serials, but same happened with lead role.. I mean, they left the serial, ultimately they lose and serial won.. Still continuing…
- Our most of the hindi movie climax….
- Who was other mazor acquisition? Instagram 2012, What app 2014
- So, what can be possible solution?
- Try to remember one incident, where you had conflict of thoughts, what was first thing in your mind? ASK While resolving conflict, our main intention is more on, I have to win, and I am only right…. Correct? Aur result kya hota hai? You know better. Below are five basic steps to follow in resolving a conflict. Identify a safe place and time to talk. ... Clarify individual perceptions involved in the conflict. ... Practice taking an active and empathetic listening stance. ... Generate options with the vision of a win-win outcome. ... Develop an agreement that works for all. ………….. Method 2 Resolving Your Conflict With Another Remain calm. Tempers will stand in the way of working through your differences. ... Make a list of your concerns. ... Allow the other person to talk. ... Ask questions. ... Be creative. ... Take breaks. ... Stay away from negative talk. ... Find something you can agree on.
- Let see, few steps which you can follow, to solve, see, bee on the wall is best solution in single step, but will show you tips, that will help you to come out of such situation.
- So far, we have seen conflict styles, conflict types and conflict resolution techniques….
- So, what is negotiation? If we see, in our day to day life whether it is school, college, home , office, market,everywhere is “negotiation”. Like, if you study well, you will get stars, good grades in college can probably will give you key to your favorite bike..is not it. Steps of Negotiation/ Stages in the Negotiation Process Preparation Discussion: common interests, mutual benefits, inquiry regarding the issue Clarification of goals Negotiate towards a win win outcome Implementation of a course of action.
- Types of Negotiation Distributive Negotiations – The Fixed Pie How many times has somebody shouted out, ‘Who wants the last piece of pizza?’ Everyone looks at each other, then the pizza slice, and two or more hands rush to grab it. The seller wants to go after the best price they can obtain, while the buyer wants to pay the lowest price to achieve the best bargain. A distributive negotiation usually involves negotiators who start from never having had a previous relationship, nor are they likely to do continue post negotiation with a longer term relationship in the future. Simple everyday examples, would be when we’re buying or selling a car or a house .
- Distributive Bargaining Basics Play your cards close to your chest – Give little or no information to the other side. The opposite is equally true – Try to pry as much information from the other side. Any additional information that we uncover can be used as leverage to negotiate a better deal. The only thing you should ever tell – The only information we should ever reveal are those alternative options, such as other sellers, which shows we are prepared to walk from the negotiation whenever it suits us. Let them make the first offer – Whatever is used as the first offer will generally act as a negotiation anchor upon which the rest of the negotiation will revolve. Try to get the other side to set the stage from which to start. Be realistic – Being too greedy or too stingy will likely result in no agreement, so keep it real.
- Integrative Negotiations – Everybody Wins Something (Usually) The word integrative means to join several parts into a whole. Conceptually, this implies some cooperation, or a joining of forces to achieve something together. Usually involves a higher degree of trust and a forming of a relationship. Both parties want to walk away feeling they’ve achieved something which has value by getting what each wants. Ideally, it is a twofold process.It is often described as the win-win scenario.
- Flipkart( Founded by Sachin Bansal & Biny Bansal) acquired its fashion-focused rival Myntra( CEO current, anath Narayan) in May 2014, a move which was in light of Amazon's expanding presence in India. Deal was of 300 to 350 million. Jabong by Flipkart-owned Myntra for $70 million in July 2016.
- Integrative Negotiation Basics Multiple Issues – Integrative negotiations usually entails a multitude of issues to be negotiated, unlike distributive negotiations which generally revolve around the price, or a single issue. In integrative negotiations, each side wants to get something of value while trading something which has a lesser value. Sharing – To fully understand each other’s situation, both parties must realistically share as much information as they can to understand the other’s interests. You can’t solve a problem without knowing the parameters. Cooperation is essential. Problem Solving – Find solutions to each other’s problems. If you can offer something of lesser value which gives your counterpart something which they need, and this results in you realising your objective, then you have integrated your problems into a positive solution. Bridge Building – More and more businesses are engaging in long term relationships. Relationships offer greater security.
- acquired mobile recharge service Freecharge in April 2015, estimated $400 million( biggest deal in E commerce in India) Snapdeal has now sold Freecharge to Axis Bank for $60 million. FB & Whats App, poltical gathbandhan is result of compromising, some time I win you lose,
- $200 million in a cash and equity deal in March 2015, Ola shut-down TFS in August 2016 and laid off 1,000 of its employees
- Zomato has expanded its offering to Online Ordering (Food Delivery), Take Away Services (Zomato Pickup), Table Reservations, B2B food ingredient supply for restaurants (HyperPure) Corporate Catering Portal (Food at Work) subscription-based programs like Zomato Gold, Click on 'Dining Out' or 'Nightlife' tab Zomato Piggybank,Loyalty Program, every month 5 orders get 10% saving on total value. Zomato acquired US-based rival Urbanspoon for $50 million, in what was one of the biggest overseas deals by an Indian startup. The acquisition marked Zomato's foray into the US, Canadian and Australian market, taking its worldwide presence to 22 countries. Zomato was a busy player in the mergers and acquisition space in 2015, as it went on to make investments in Indian hyperlocal delivery players Grab and Pickingo to strengthen its home-delivery service. x
- 2015 was an eventful year for Practo, as India's largest digital health service raised $90 million in Series C funding and acquired four companies in a short span of six months. One of these acquisitions was of hospital information management solution provider Insta Health Solutions, for $12 million. The deal, which gave Practo access to over 500 hospitals in 15 countries, was made soon after the Bengaluru-based startup's acquisitions of fitness solutions firm FitHo and product outsourcing firm Genii. The health service discovery company also acquired appointment booking platform Qikwell for an undisclosed amount in September 2015.
- Global payment service provider PayU acquired Indian payments tech company Citrus Pay for $130 million in September 2016, largest all-cash deal in the Indian fintech industry, Citrus Pay, a prepaid payment system (PPS) and payment gateway
- In February 2017, Telecom major Bharti Airtel acquired Telenor (India) Communications Private Limited. After the acquisition, Airtel owns and manages Telenor's spectrum, operations, licenses including its employees and customer base of 44 million
- Indian e-commerce major Flipkart acquired the Indian wing of eBay. The transaction was announced in April 2017 and completed in August 2017. eBay and Flipkart have also entered into an agreement for cross-border sale.
- Indian software company Tech Mahindra Ltd acquired US-based healthcare IT consulting firm CJS Solutions Group LLC. With the acquisition, Tech Mahindra Ltd. would have the ability to cross-sell Tech Mahindra's services to a new set of clients of CJS Solutions and thereby boost its revenues. The deal values CJS Solutions at an enterprise value of $110 million Tech Mahindra will make an upfront payment of $89.5 million for purchase of an 84.7% stake in the firm. The balance stake of 15.3% will be acquired over a period of three years, it said Healthcare and life sciences has been one of the focus areas for Tech Mahindra globally DAVID is short for digital, automation, verticalization, innovation and disruption, and Tech Mahindra,
- Wipro has entered into a pact to acquire Brazilian IT firm InfoSERVER S.A in 2017. InfoSERVER provides custom application development and software deployment services to clients. The company is mainly focused on the Brazilian market. The acquisition is in line with Wipro's aim to expand its presence in the Latin America market.
- Active listening – Listening is more than just hearing what the other side is saying. Active listening involves paying close attention to what is being said verbally and nonverbally. It involves periodically seeking further clarification from the person. By asking the person exactly what they mean, they may realize you are not simply walking through a routine, but rather take them seriously. Speak for a purpose – Too much information can be as harmful as too little. Before stating an important point, determine exactly what you wish you communicate to the other party. Determine the exact purpose that this shared information will serve.
- Integrated negotiation is a strategic approach to influence that maximizes value in any single negotiation through the astute linking and sequencing of other negotiations and decisions related to one's operating activities. Other examples of integrated negotiation include the following: In sports, athletes in the final year of their contracts will ideally hit peak performance so they can negotiate robust, long-term contracts in their favor.[17] A union needs to negotiate and resolve any significant internal conflicts to maximize its collective clout before going to the table to negotiate a new contract with management.
- Bad faith is a concept in negotiation theory whereby parties pretend to reason to reach settlement, but have no intention to do so, for example, one political party may pretend to negotiate, with no intention to compromise, for political effect WATNA (Worst Alternative to a Negotiated Agreement) and BATNA (Best Alternative to a Negotiated Agreement), BATNA is the alternative option a negotiator holds should the current negotiation fails and does not reach agreement. The quality of a BATNA has the potential to improve a party's negotiation outcome. Understanding one's BATNA can empower an individual and allow him or her to set higher goals when moving forward
- SoftThese people see negotiation as too close to competition, so they choose a gentle style of bargaining. The offers they make are not in their best interests, they yield to others' demands, avoid confrontation, and they maintain good relations with fellow negotiators. Hard:These people use contentious strategies to influence, utilizing phrases such as "this is my final offer" and "take it or leave it." They make threats, are distrustful of others, insist on their position, and apply pressure to negotiate. They see others as adversaries and their ultimate goal is victory. Additionally, they search for one single answer, and insist you agree on it. They do not separate the people from the problem (as with soft bargainers), but they are hard on both the people involved and the problem.PrincipledIndividuals who bargain this way seek integrative solutions, and do so by sidestepping commitment to specific positions. They focus on the problem rather than the intentions, motives, and needs of the people involved. They separate the people from the problem, explore interests, avoid bottom lines, and reach results based on standards independent of personal will. They base their choices on objective criteria rather than power, pressure, self-interest, or an arbitrary decisional procedure. These criteria may be drawn from moral standards, principles of fairness, professional standards, and tradition.
- Auction: The bidding process is designed to create competition.[33] When multiple parties want the same thing, pit them against one another. Taking advantage of someone's competitive nature can drive up the price. Brinksmanship: One party aggressively pursues a set of terms to the point where the other negotiating party must either agree or walk away. Brinkmanship is a type of "hard nut" approach to bargaining in which one party pushes the other party to the "brink" or edge of what that party is willing to accommodate. Successful brinksmanship convinces the other party they have no choice but to accept the offer and there is no acceptable alternative to the proposed agreement.[34] Bogey: Negotiators use the bogey tactic to pretend that an issue of little or no importance is very important.[35] Then, later in the negotiation, the issue can be traded for a major concession of actual importance. Chicken: Negotiators propose extreme measures, often bluffs, to force the other party to chicken out and give them what they want. This tactic can be dangerous when parties are unwilling to back down and go through with the extreme measure. Defence in Depth: Several layers of decision-making authority is used to allow further concessions each time the agreement goes through a different level of authority.[36] In other words, each time the offer goes to a decision maker, that decision maker asks to add another concession to close the deal. Deadlines: Give the other party a deadline forcing them to make a decision. This method uses time to apply pressure to the other party. Deadlines given can be actual or artificial. Flinch: Flinching is showing a strong negative physical reaction to a proposal. Common examples of flinching are gasping for air, or a visible expression of surprise or shock. The flinch can be done consciously or unconsciously.[37] The flinch signals to the opposite party that you think the offer or proposal is absurd in hopes the other party will lower their aspirations.[38] Seeing a physical reaction is more believable than hearing someone saying, "I'm shocked."
- Good Guy/Bad Guy: The good guy/bad guy approach is typically used in team negotiations where one member of the team makes extreme or unreasonable demands, and the other offers a more rational approach.[39] This tactic is named after a police interrogation technique often portrayed in the media. The "good guy" appears more reasonable and understanding, and therefore, easier to work with. In essence, it is using the law of relativity to attract cooperation. The "good guy" appears more agreeable relative than the "bad guy." Highball/Lowball: Depending on whether selling or buying, sellers or buyers use a ridiculously high, or ridiculously low opening offer that is not achievable. Another advantage is that the party giving the extreme demand appears more flexible when they make concessions toward a more reasonable outcome. A danger of this tactic is that the opposite party may think negotiating is a waste of time. The Nibble: Nibbling is asking for proportionally small concessions that haven't been discussed previously just before closing the deal.[35] This method takes advantage of the other party's desire to close by adding "just one more thing." Snow Job: Negotiators overwhelm the other party with so much information that they have difficulty determining what information is important, and what is a diversion.[40] Negotiators may also use technical language or jargon to mask a simple answer to a question asked by a non-expert. Mirroring: When people get on well, the outcome of a negotiation is likely to be more positive. To create trust and a rapport, a negotiator may mimic or mirror the opponent's behavior and repeat what they say. Mirroring refers to a person repeating the core content of what another person just said, or repeating a certain expression. It indicates attention to the subject of negotiation and acknowledges the other party's point or statement.[41] Mirroring can help create trust and establish a relationship.
- Attitudes Knowledge Interpersonal Skills
- How many of you feel, it is difficult to say “ No” to your friends? Hame ye lagta hai ki.. Friend ko bura na lage..correct? Assertive communication : Assertiveness is expressing your thoughts, emotions, beliefs and opinions in an honest, open and direct way. It recognizes our rights whilst still respecting the rights of others. It allows us to take responsibility for ourselves and our actions without judging or blaming other people. Use “I statements” to focus the conversation on you and not blaming others. Examples:“I feel hurt” rather than “You hurt me” “I don’t agree” rather than “You are wrong” “I feel ignored” rather than “You don’t care” “I am treated unfairly” rather than “You are so unfair”
- Consider a given situation and analyse it below based on various responses that you can give. Situation: My friend keeps borrowing my books and never returns them. Aggressive Response Your response: I will never lend you another one! Positive outcome: I would not lose my books. Negative feelings: I feel bad that I might hurt my friend’s feelings or even lose a valuable relationship over a simple book. Submissive/Passive Response Your response: I will ignore it. It’s only a book. Positive outcome: I keep my friend happy. He has the book and won’t hear a complaint from me. Negative feelings: I lost my books which costs me. I also need them as reference but now I cannot use them. Assertive Response Your response: I lend you several of my books and I am happy to lend more to you. I understand that you may not have had enough time to read them. I use many of them as reference and I need them back. I appreciate if you can return them soon after I give them to you. Positive outcome: My friend now understands that I need the books back and I will get to keep my friend. Negative feelings: I feel good now but I understand being assertive requires courage, planning and skill. Assertiveness Sheet Consider a given situation and analyse it below based on various responses that you can give. Situation: Aggressive Response Your response: Positive outcome: Negative feelings: Submissive/Passive Response Your response: Positive outcome: Negative feelings: Assertive Response Your response: Positive outcome: Negative feelings:
- Fogging is a useful technique if people are behaving in a manipulative or aggressive way Rather than arguing back, fogging aims to give a minimal, calm response using terms that are placating but not defensive, while at the same time not agreeing to meet demands. Fogging is so termed because the individual acts like a 'wall of fog' into which arguments are thrown, but not returned. “What time do you call this? You're nearly half an hour late, I'm fed up with you letting me down all the time.” Fogging response: “Yes, I am later than I hoped to be and I can see this has annoyed you.” “Annoyed? Of course I'm annoyed, I've been waiting for ages. You really should try to think about other people a bit more.” Fogging response: “Yes, I was concerned that you would be left waiting for almost half an hour.” “Well... why were you late?” Fogging A very useful technique is known as “fogging”. The idea is that when someone criticises you, you acknowledge something in their criticism that you agree with. However, you ignore the rest. For example: “I agree with you on how you feel about this, though let me explain…” “You are quite right about the recent management attitude. I totally agree with you. Let’s bear in mind though that the staff have not been ideal either…” “Certainly, you are entitled to you own opinion and I respect that. I interpret what happened differently though, because…” “You are right on the spot about the recent price increase. This is however out of my control. What I can do for you is…” Example Lets’ go through an example. Consider the following scenario: You have made plans to attend your best friend’s birthday party. Your boss asks you to stay over time and finish a job. You usually accept these last minute requests as you want to be in good terms with your boss, but tonight, you really have to go. How would you respond to your boss? Before reading further think of how you formulate your sentence. Ideally, you should respond assertively with confidence, calm and with adequate reasoning. Possible Response: “I understand that you want me to do the job. However I have already made arrangements for tonight and I really need to be somewhere else. I know how you feel about this job, so if it can wait till tomorrow, I am happy to stay overtime tomorrow to sort it out.” ;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;; The Stuck Record Technique The Stuck Record technique employs the key assertive skill of 'calm persistence'. It involves repeating what you want, time and time again, without raising the tone of your voice, becoming angry, irritated, or involved in side issues. Example Situation Imagine that you are returning something that is faulty to a store. The conversation may go as follows. “I bought these shoes last week and the heels have fallen off. I would like a refund please.” “It looks like they've been worn a lot and these shoes were only designed for occasional wear. Stuck Record technique response: I have only had them a week and they are faulty. I would like a refund please.” “You cannot expect me to give you your money back after you've worn them out.” Stuck Record technique response: “The heels have fallen off after only a week and I would like a refund please.” Read more at: https://www.skillsyouneed.com/ips/negotiation.html
- Can any one tell me, What is ID, ego and Super ego? Have you ever heard of? Accha, just hum class se aane ke pehle ka scene lete hai.. Class mein mam hai.. Wahi communication… jaau ya na jaau? Are chod na.. Kuch nya nhi wahhi purana.. Kon sa important subject hai… but attendence yaar( Super ego) aur kuch important pdha diya to..( Super Ego)..ja ja( Ego) are yaar friend ko puch lunga( ID) accha mat ja agar man nhi hai to( Ego) Soch le, saare friend to andar hai, tu akela canteen mein kya karega? Ja kuch sikh le( Super ego)
- Ego act as a referee between Id and super ego. Actually superego is on moral side, means what parenting we had, where Id is your own personality from childhood.
- Method of therapy wherein social transactions are analyzed to determine the ego state of the patient as a basis for understanding behavior. the patient is taught to alter the ego state as a way to solve emotional problems
- Live Assignment: Write you come under which Ego state and why. Parent ("exteropsyche"): a state in which people behave, feel, and think in response to an unconscious mimicking of how their parents (or other parental figures) acted, or how they interpreted their parent's actions. Like papa ke jaise gussa hona, papa ke jaise hi chalna etc. Adult ("neopsyche"): a state of the ego which is most like an artificially intelligent system processing information and making predictions about major emotions that could affect its operation, means jo hum apne life mein , society ko dekh ke, friend, film, ko dekh ke analysis kar ke sochte hai ya jite hai.. Child:a state in which people behave, feel, and think similarly to how they did in childhood. The Child is the source of emotions, creation, recreation, spontaneity, and intimacy.
- Live assignment: Write which is your position? There are four life positions that a person can hold, and holding a particular psychological position has profound implications for how an individual live his or her life I'm OK and you are OK. This is the healthiest position about life and it means that I feel good about myself and that I feel good about others and their competence. I'm OK and you are not OK. In this position I feel good about myself but I see others as damaged or less than and it is usually not healthy. I'm not OK and you are OK. In this position the person sees him/herself as the weak partner in relationships as the others in life are definitely better than the self. I'm not OK and you are not OK. This is the worst position to be in as it means that I believe that I am in a terrible state and the rest of the world is as bad
- Physical: phone rings, doodling, making sound with pen, tapping feet Emotional: mood swings, Eg:judwa 2: varun dhavan emotially blackmailing to jonny lever. Intellectual: like bhatti sir, gol gol ghumana..chize sir ke upar se jana…Eg: Shashi tharoor, 3 idiot’s chatur or professor Viru Shastri Ego barrier: Its hot today. No its very pleasant. Bad Timing: don’t start if prospect is preoccupied in something. wait for it undivided attention. There are good talkers, but they don’t know, when to stop. Eg: papa is angry, and you are asking money for party.