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?
 

 

 

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?
 

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