Conflict Resolution

What should you do before negotiation?

Converse informally

What is the BBB

Better business bureau

A consumer protection agency that can help support consumers

BBB

What form of conflict resolution has 6 steps

Mediation

1. Introduction

2. Telling the story

3. Identifying positions and interests

4. Identifying alternative solutions

5. Revising and discussing solutions

6. Reaching an agreement

Steps of mediation

They cannot impose a decision on the parties

Mediator

Who has the authority to make a decision for the parties?

Arbitrator

This form of conflict resolution may be binding or non-binding

Arbitration

What is the other word for demands

Positions

This form of conflict resolution involves a 3 step plan of action

Negotiation

What is another name for your interests

Wants

The person who has the power to investigate and help individuals achieve a settlement

Ombudsman

1. Prepare to negotiate

2. Negotiate

3. Post-negotiation

3 steps of negotiation

This method of conflict resolution is most common in contract and labor management disputes

Arbitration

The most informal conflict resolution

Negotiation

Settlement is another word for disagreement

False

Conflict can be productive

True

Disadvantages may be the result of going to court to resolve a conflict

True

Demands are what the parties really want in a negotiation

False

A decision is made for the disputing parties by a third law

Arbitration

The type of conflict resolution that the BBB is founded under

Mediation

This type of conflict resolution involves the largest number of people

Arbitration