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The Negotiation Process Assignment
The Negotiation Process Paper
Project managers often have to deal with difficult customers, as well as conflicts from external and internal sources. Most of the times, it is easy to handle such situations but on several occasions, the project manager or team member may have to utilize comprehensive negotiation skills to avoid bigger problems. Conflicts between an external customer and the organization may stem from different causes, such as poor communication, lack of satisfaction on the buyer’s part, and other frustrations. There are three ways of resolving conflicts: avoid the disagreement, defuse the conflict, and confront the cause of the argument. Judging from the situation, the dispute between the customer and the organization has already flared up; hence, negotiation skills are paramount to prevent damages or litigation. The first and most important aspect of negotiation is to avoid being provoked by feelings or emotional responses (Menkel-Meadow, 2017). It is normal for people to become angry towards the customer for being stubborn or uncompromising but business persons are required to maintain a cool head if they are to make sound decisions.
To avoid emotional responses, the negotiator or involved parties must take a break to control their feelings and identify their power plays in the conflict resolution process. Emotional responses are detrimental to the negotiations. For instance, either party can challenge the competence and expertise of the other or demean their ideas to shift the balance of power in their favour resulting in escalations in the disagreement. Do not forget the well-known mantra that the customer is always right. And, if you keep buyers satisfied, you earn a good reputation. Secondly, it is vital to use time as the organization’s advantage (Moore, 2014). The general perception is that the dispute resolution procedure may change over time as a consequence of dealing with the other party or the conflict. For instance, a customer whose needs are not addressed immediately by the product may become accustomed to its other benefits and become cooperative with time. Time allows the tension to die down and provides an opportunity to negotiate suitable offers for both the company and client.....................GET A PLAGIARISM FREE COPY