<p>Chapter 5 - Negotiation and Conflict Management</p><p>Good Practice/Bad Practice</p><p>(1) Follow the five-step approach to negotiate an agreement</p><p> select a specific issue or business transaction from the suggested list  before starting the negotiation evaluate your personal qualities as a negotiator  after the negotiation, evaluate your performance as a negotiator and make suggestions to improve your future performance</p><p> Training agreement with your supervisor  Roles and responsibilities for a new project with your team  Work contract with a client/customer  New work procedure</p><p>Personal Qualities of a good Negotiator Before After</p><p>Quality Strategy Action I will Action I can take now take in the future Ability to plan Plan before negotiating Setting clear objectives Capacity to think Know how to deal with stress clearly under stress Ability to be Flexible and focused on all practical interests Capacity to Listen, question, give communicate well feedback and speak clearly in the negotiating process Ability to act Approach the issue assertively and with assertively and negotiate with integrity empathy Ability to identify the Separate the people from the interests of each problem, focus on the party interests Capacity to identify Ensure that the result is standards based on objective standards Willingness to follow Check agreement and take up follow-up actions</p><p>0899ef10ec36a96227e8c8ea74503e6a.doc (2) You have identified a problem with:</p><p> client/customer  supervisor  work colleague  team members and because your relationship is important, you plan to use the six-step approach to negotiating a solution. Plan your strategy before the negotiation and evaluate the outcome for each step.</p><p>Step Planned Strategy Evaluate the outcome</p><p>1. select the best time</p><p>2. define needs</p><p>3. brainstorm solutions</p><p>4. evaluate solutions</p><p>5. choose solutions</p><p>6. carry out solutions</p><p>Actions I will take in the future: </p>