This task requires you to explain principles of negotiation, mediation, conflict resolution and incident de-escalation
- Answer the following questions
| 1. What is the desired outcome of a negotiation process? |
| 2. Negotiation should not involve confrontation. What should it be a process of? |
| 3. If you take a “win at all costs” approach to negotiation with people, what can be the result? |
| 4. When preparing to negotiate, what questions would you ask yourself? |
| 5. Negotiation needs a rational, rather than emotional, approach. What type of ability do you need to use, in order to achieve this? |
| 6. Assertive people have the ability to negotiate fairly. What 2 types of behaviour are unacceptable and prevent effective negotiation? |
| 7. In order to properly understand another person’s point of view, what skill do you need? |
| 8. What is the difference between a negotiator and a mediator? |
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| 9. What is a mediator’s agenda? |
| 10. Conflict can be positive. When is workplace conflict healthy? |
| 11. When conflict becomes personal or emotional, or when it cannot be resolved, what is the likely impact on the workplace? |
| 12. What is the most essential high level skill for a mediator |
| 13. Why should mediation sessions be held in a private place? |
| 14. If you are mediating agreement between two people, what would you do at the beginning of the session? |
| 15. After a mediation session in the workplace, what should you do? |
| 16. You need to give each party to a mediation time to make their point without interruption. After each person has spoken, what should you do? |
| 17. What must a mediator never express? |
| 18. Explain the meaning of “work related violence” |
| 19. What is the in-built human reaction to a threatening situation? |
| 20. What is the key to avoiding this reaction? |
