Successful Strategies to Manage Conflict

Techniques for Negotiation and Mediation

TURN DISCORD INTO ACCORD

A – Acknowledge all perspectives

C – Contribute positive suggestions

C - Consensus-build

O - Offer information objectively

R - Respectfully respond

D - Desire to listen actively

“Managed conflict is a healthy way to bring important issues to light,

achieve positive change, and strengthen valued relationships.” 

-Mari Frank 

TURN HOSTILITY INTO OPPORTUNITY

Master the 10 Steps of “HARD LOVING” – a guide to garanteed solutions.

H – HALT: don’t be defensive

A – ANGER CONTROL: identify your reaction

R – REVERSE REACTION: consciously detach

D – DISENGAGE: release defensivness

L – LISTEN EFFECTIVELY: hear receptively

O – OPENLY MIRROR: restate neutrally

V – VOICE OPEN-ENDED QUESTIONS: clarify issues

 I – IMAGINE SOLUTIONS: jointly problem-solve

N – NON-AGRESSION: respond calmly

G – GO AWAY: leave before you lose it!

“To listen is to understand, to understand is to relate.”

- Mari Frank

COMMUNICATE FOR SUCCESS

L - Let others speak freely

I - Inquire sincerely with open-ended questions

S – Satisfy the need to be heard and understood

T – Treat all perspectives with respect

E – Encourage and empathize

N – Non-judgmental problem solving

“To listen well is as powerful a means of communication and influence as to talk well.”

- Chief Justice John Marshall

 COMMUNICATE YOUR WAY TO SUCCESS WITH DYNAMIC SPEAKING

 S - share your genuine self

P - positively use words

E – enthusiastically benefit listener

A - ask questions to relate

K – kindle respect, concern and courtesy

“Listen with your heart, but speak from your soul.”

-Mari Frank

NEGOTIATE YOUR WAY TO SUCCESS WITH POWERS

P - PREPARATION

       Practice ‘CPR’ to breathe life into your negotiations

       (CPR: research Content, Procedures, Relationships)

O  – OPTIONS

       Brainstorm mutially satisfying alternatives

W - WORTHINESS

       Develop trust, honesty, reputation, dependability and credibility

E - ENTHUSIASM

       Be committed to your service, beliefs, products, and a satisfying agreement

R – RELATIONSHIP

       Build bridges of understanding and mutual respect to achieve commitment

S – SATISFYING SOLUTIONS

       Propose problem-solving approaches based on the mutual interests of the negotiators

“Negotiation POWER is the ability to influence another to change perspectives

so you can achieve a successful agreement.”

-Mari Frank

THE “WIN-ABL” NEGOTIATION STRATEGY TO ACHIEVE SUCCESSFUL AGREEMENTS

W – WANTS: What is each side’s most favorable proposal? What is each side’s bottom line?  What is the best option for each if no agreement is reached?

I – INTERESTS: What are the needs of each side?  What are the underlying reasons for their proposals in (W) above?

N – NEEDED INFORMATION: What facts, opinions, data, documents and relationship information will insure information power?

A – ALTERNATIVES: What options for agreement will mee the interests of all stakeholders?

B – BENEFITS: How will each benefit from the offer of the other?

L – LEVERAGE: What will be the loss to each side if no agreement is reached?  How will each side educate the other as to all of the above?