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Negotiation
Managing conflict is an important skill that needs to be mastered in order for those in leadership positions to become successful. In the world of sales, ensuring delivery of quality product is paramount for maintaining competitive advantage within an industry. My organization of choice to examine conflict negotiations is a construction materials distributor company. This company sells tools, steel, fasteners and hardware to smaller retailers. In this incident, a delivery of tools is being delayed due to logistical issues by the company to the customer. The customer has been a loyal for many years and gives the company most of its business. A promise by the sales representative was broken due to transportation troubles stemming from the weather. As a result, the retailer lost a sale valued at approximately $10,000. The customer is trying to recoup this loss by demanding a refund and other compensations.
The distribution company broke a promise to this customer and, in my opinion, should be held responsible for some compensation to this customer. I support the customer in fully refunding the sales order, and am open to the idea of further compensation and other means of repayment...
At this point the negotiation was started. Before negotiations began however, certain preparations were taken in order to figure out what the best solution to the problems that would actually apply in this situation. The sales representative looked at the history of the customer because it was essential to realize how much business he had given us historically. This was what was at risk in terms of losing this customer by not appealing to his demands. Not to mention, bad word as well as good word spreads fast within any industry and keeping customers happy scenes he a primary responsibility for those wishing to be successful in keeping sales relationships.
The customer, realizing the loss of profit from an error that could not effectively been treated by anyone other than nature itself, was obviously frustrated at the situation. Emotions often dictate any conflict and it's important to keep emotions in control and use them to your advantage and not let them trick your mind into making a silly…
Bibliography
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James, E. (Spring 2007). "Leadership as (Un)usual: How to Display Competence InTimes of Crisis." Leadership Preview. http://www.leadershipreview.org/2007spring/Article4.pdf. Seeger, M.W.; Sellnow, T.L., & Ulmer, R.R. (1998). "Communication, organization and crisis." Communication Yearbook 21: 231 -- 275.
Negotiation: A Required Skill in Leadership Negotiation as a Leadership Skill Negotiation A Required Skill in Leadership Negotiation A Required Skill in Leadership The purpose of this work is to write a memorandum to a colleague describing the characteristics of effective leaders for the public sector in the 21st century. Included will be negotiation and mediation skills and the reasons that these characteristics are important in today's leaders. In the work of Michael E. Siegel on
Negotiation and Conflict Management Third party interventions are often needed in order for conflicts to be effectively resolved. Whether or not a third party intervention is necessary depends on the severity of the conflict and whether the parties involved require outside assistance to maintain some sense of objectivity and reason while sorting through their dispute. Several skills characterize an effective third party in conflict resolution. The readings outline several helpful attributes third
Negotiation and Conflict Management to Resolve Power Struggles in Health Care Settings Many health care organizations, especially tertiary facilities, consist of large numbers of diverse professional and support staff. Not surprisingly, as with all types of organizations, turf battles take place on a regular basis, conflicts occur, and the potential for health care workers to place their self-interest above the organization's best interests is always present. To determine how managers
If I had utilized a more appropriate conflict management solution, I could have used this opportunity to consider alternate, and perhaps better, solutions to the product design. "Employees need conflict management skills to manage themselves, make decisions, and work effectively in the ever-increasing team environment of today's organizations" (Lang 241). Without these skills, I was unable to work effectively. In addition, my poor conflict management skills resulted in a
They both serve the purposes of the stakeholder category formed from clients, they just do this with different understanding. Then, the well-being of the stockholders was constantly on the minds of the negotiating CEOs at Wal-Mart and Procter and Gamble. In this order of ideas, all their endeavors were focused on increasing shareholder value. Basically, this materialized in an ongoing desire to increase profitability. Higher profits would result in larger
The employee could not however wait until the launch and directly entered in conflict with the manager, accusing him of conspiring to steal the employees' hard earned wages. 3. Framing of the Conflict Framing the conflict can be achieved from numerous standpoints, but given the characteristics of this particular conflict, the most relevant frame would be that of identity. This basically means that the two parties have different identities and the