谈判与冲突管理英文

NEGOTIATIONSANDCONFLICTMANAGEMENTXUELIWANGSCHOOLOFECONOMICSANDMANAGEMENTTSINGHUAUNIVERSITY第一页，共二十三页。NegotiationNegotiation:aninterpersonaldecision-makingprocessbywhichtwoormorepeopleagreehowtoallocatescarceresources.Whyoccurtocreatesomethingnewthatneitherpartycoulddoonhisorherowntoresolveaproblemordisputebetweentheparties第二页，共二十三页。ManagerisnegotiatorDynamicnatureofbusinessInterdependenceCompetitionInformationageDiversity第三页，共二十三页。CharacteristicsofnegotiationTwoormorepartiesconflictofinterestbetweentwoormorepartiesvoluntaryprocessandastrategypursuedbychoicenofixedorestablishedsetofrulesorprefertoinventtheirowngiveandtakebothintangiblesandtangiblesareconcerned第四页，共二十三页。NatureofNegotiation---InterdependenceMutualdependency(goal)andmutualadjustment(process)ActualstructureofinterdependenceVs.perceivedinterdependenceDilemmainnegotiationdilemmaofhonestydilemmaoftrustBuildingtrust(effortsontheperceptionoftheoutcomeandeffortsontheprocess)第五页，共二十三页。ThemajorsinsofnegotiationLeavingmoneyonthetableSettlingfortoolittleWalkingawayfromthetableSettlingfortermsthatareworsethanyouralternative第六页，共二十三页。MythsaboutnegotiatorsGoodnegotiatorsarebornExperienceisagreatteacherGoodnegotiatorstakerisksGoodnegotiatorsrelyonintuition第七页，共二十三页。SometermsusedinN&CBATNA:(BestAlternativetoaNegotiatedAgreement)determinesthepointatwhichanegotiatorispreparedtowalkawayfromthenegotiationtableoryourfallbackposition.PositionVsInterest:apositioniswhatyousayyouwantormusthave.Whileaninterestiswhyyouwantwhatyouwant.Positionalbargainingisusuallydistributive------andmaybeinefficientinthesensethatvaluemaybeleftonthetableatthetimeofsettlementbecauseeachpartydidnotknowwhattheotherreallywanted---butitmayhelponepartygainmoreshort-termprofit.Interest-basedbargainingaddsintegrativepotential.第八页，共二十三页。SometermsusedinN&CReservationpoint:thepointatwhichtheBATNAbecomespreferabletostartingorcontinuinganegotiation.Targetpoint:yourobjectiveAskingofferandcounteroffer:thestartofthenegotiationBargainingRange:thedistancebetweenthereservationpointsoftheparties.第九页，共二十三页。PreparationworksheetfornegotiationSelf-assessmentAssessmentoftheotherpartyAssessmentofthesituationDetailsinthehandoutworksheet第十页，共二十三页。HowtoevaluatethenegotiationRelationshipbuildingConstructivecommunicationInterestsatisfied(includingtheotherpartyandthethirdparty)SolutionsReasonableBANTA(benchmark)COMMITMENT(understandingandfeasible)第十一页，共二十三页。DistributiveBargainingWhenanegotiatorwantstomaximizethevalueobtainedinasingledealandwhentherelationshipwiththeotherpartyisnotimportant.Targetpointandresistancepoint;askingpriceandinitialoffer;alternativeoutcome第十二页，共二十三页。TwotasksindistributivebargainingDiscovertheotherparty’sresistancepointinfluencingtheotherparty’sresistancepointwillvarydirectlywithhisestimateofyourcostofdelayorabortingnegotiationswillvaryinverselywithhiscostofdelayorabortingwillvarydirectlywiththevaluetheotherpartyattachestothatoutcomewillvaryinverselywiththeperceivedvaluethefirstpartyattachestoanoutcome第十三页，共二十三页。TacticaltasksToassesstheotherparty’soutcomevaluesandthecostsofterminatingnegotiationtomanagetheotherparty’simpressionofthenegotiator’soutcomevaluestomodifytheotherparty’sperceptionofhisownoutcomevaluestomanipulatetheactualcostsofdelayingorabortingnegotiationsplandisruptiveactionalliancewithoutsidersschedulemanipulation第十四页，共二十三页。PositionsduringnegotiationOpeningofferopeningstanceinitialconcessionsroleofconcessionspatternofconcessionmakingfinaloffer第十五页，共二十三页。CommitmentEstablishingacommitmentpublicpronouncementlinkwithanoutsideallyincreasetheprominenceofdemandsreinforcethethreatorpromise第十六页，共二十三页。CommitmentAbandonacommitmenttoindicatetheconditionsunderwhichitappliedhavechangedtoletthematterdiesilentlytorestatethecommitmentinmoregeneraltermstominimizeanypossibledamagetohisself-esteemortoconstituentrelationships第十七页，共二十三页。ClosingthedealProvidealternativesassumetheclosesplitthedifferenceexplodingofferssweeteners第十八页，共二十三页。Pie-slicingstrategiesKnowyourBATNAResearchtheotherparty’sBATNAsethighaspirationsmakethefirstoffercounterofferimmediatelyavoidstatingrangesmakebilateralconcessionsuseanobjective-appearingrationaletosupportyouroffersappealtonormsoffairnessdonotfallforthe“evensplit”ploy第十九页，共二十三页。TacticstouseindistributivebargainingDelaySilenceandBracketingLimitedAuthorityThebottomlineNoNibblingExpectationandcontrolAuctionConcessionsRationaleMessage-sendingDeadlines第二十页，共二十三页。HardballtacticsGoodguy/badguyhighball/lowballbogeythenibblechickenintimidationaggressivebehaviorsnowjob第二十一页，共二十三页。HowtodealwithhardballIgnorethemDiscussthem