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a process that involves people disagreeing

intergroup conflict

conflict that takes place among different groups, such as different departments or divisions in a company, or between union and management, or between companies, such as companies who supply the same customer

interpersonal conflict

a type of conflict between two people

intrapersonal conflict

conflict that arises within a person

conflict management

resolving disagreements effectively


a cooperative and unassertive conflict-handling style


an uncooperative and unassertive conflict handling style


a conflict handling style that is high on both assertiveness and cooperation


a conflict handling style that is highly assertive but low on cooperation


a middle ground conflict handling style in which a person has some desire to express their own concerns and get their way but still respects the other persons goals as well

alternative dispute resolution

includes mediation, arbitration, and other ways of resolving conflicts with the help of a specially trained, neutral third party without the need for a formal trial or hearing


stands for the best alternative to a negotiated agreement. determining your BATNA is one important part of the investigation and planning phase in negotiation


the last part of negotiation in which you and the other party have either come to an agreement on the terms, or one party has decided that the final offer is unacceptable and therefore must be walked away from


a process whereby two or more parties work toward an agreement


a process that involves bringing in a third party, the arbitrator, who has the authority to act as a judge and make a binding decision to which both parties must adhere


the fourth phase of negotiation


giving up one thing to get something else in return

distributive view

the traditional fixed pie approach in which negotiators see the situation as a pie that they have to divide between them

integrative approach

an approach to negotiation in which both parties look for ways to integrate their goals under a larger umbrella


the first step in negotiation in which information is gathered


a process in which an outside third party (the mediator) enters the situation with the goal of assisting the parties to reach an agreement


the third phase of negotiation

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