Resolving conflicts between
and so on is an important part of performance management activities...
Win-Win sees life as a
cooperative, not a competitive arena. Win-Win means that agreements or solutions are mutually
beneficial, mutually satisfying. With a Win-Win solution, all parties feel
good about the decision and feel committed to the action plan...
4 Types of
Problem Solving Strategies:
Creative Problem Solving
Solve People Problems
Turn Problems to Opportunities:
The No-lose Method produces a solution that
brings mutual need satisfaction. It is acceptable to everyone, so nobody
feels a loser...
Dealing with Rude and Unfair Clients
First of all, you need to set
aside sufficient time for solving the problem and give the client your
Also keep in mind that you don't
have to be rude or defensive even if you feel that your client is unfair.
Doing this would communicate that it is the client who is
the problem, not that the client has a problem that needs to be
Some clients are rude just because
they may believe that it is the only choice they have and they are used to
getting their way in this manner. In this case, you have an opportunity to
educate, to teach them new choices, and also discover new ways for keeping
such clients. You cannot change the past, but you can change the way it's
remembered. Similarly, you cannot change the future, but you can influence
it based on what you do now, in the present.
If you wish to salvage the
relationship, try to find a solution in cooperation with your client.
Rather than coming up with your all your own scenarios that don't match what
your client wants, ask him or her: "What is it that we can do right now to
make this right?" Such a question will help you to stop your client focusing
on the problem and start focusing on finding a solution. It also
communicates them that you are also attempting to solve the problem. Once
you get a response, you have a point to start negotiating from.
Resolving Conflicts Between Business Partners
"No one so
thoroughly appreciates the value of constructive criticism
as the one who is
giving it." ~ Arthur Robinson
If you succeeded in building
mutual trust with your business partner, it will serve as a strong
foundation that will free you to respond together to the unexpected,
which is essential for
mutual creativity in
Business is too complex to expect ready agreement on all issues, and trust,
thus, does not imply easy harmony. "However, in a trusting relationship
conflicts motivate you to probe for deeper understanding and search for
constructive solutions. Trust creates good will, which sustains the
relationship when one firm does something the other dislikes. Having trust
gives you confidence in a relationship and makes it easier to build even
more," says Jordan D. Lewis, the author of Trusted Partners.
Toshiba believes in a flexible approach because some tension is natural in
business partnerships, some of which may also sour over time. Toshiba
executives believe that the relationship between the company and its partner
should be like friends, not like that of a married couple. Toshiba senior
management is often directly involved in the management of
strategic alliances. This helps in building personal equations and
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