1008HSV Lecture Notes - Lecture 9: Mind Map
20 Jun 2018
School
Department
Course
Professor
1008HSV Interpersonal Skills
Week 9
Week 9
Negotiation, problem solving, dealing with non-cooperative parties !
6 steps of problem-solving
1. Finding the problem and defining it (our perception will be different to the clients,
but find the clients view)!
2. Identify possible solutions (multiple solutions, brain storm)!
3. Select best solution that will meet both parties needs (clarify potential solutions and
choose the most appropriate, or mix of solutions, consensus is generally best end
result)!
4. Plan who will do what/where/when (determine specifics of how to implement the
solution)!
5. Take action (complete action plan on schedule to avoid problems)!
6. Evaluate (evaluate problem solving process and how well solution turned out, review
positive and negative aspects, possible changes to improve, is everyone satisfied with
the outcome?)!
Is/ is not analysis
#Mathematical process to figure out what it is/what it is not!
#Something is wrong at the end of the process, investigate each step to find out
where the problem lies (package arrives broken: is it the product, the packaging, the
mailing, the delivering?)!
Conflict mapping
#Who are the stakeholders? What is involved?!
#Visual process of where the problem lies !
#Similar to a mind map or brainstorm!
#Problem lies in the centre, all the people surrounding the “problem/situation” and
interview them!
#Problem with a course sits in the middle, tutors, head of school, admin, students,
lecturer etc and what they think of the situation !
#From this, what can we do to fix it? !
Negotiation
1. Preparation
#Be clear about what you want!
#Be flexible !
#Collect all the facts!
2. Discussion
#Include thoughts and feelings!
#Be assertive!
#Seperate issue from person!
#Know that you’re aiming for win/win!
3. Proposal/counter-proposal
#Attempting to reach common ground!
#Make an offer and receive counter offer!
#Be flexile !
find more resources at oneclass.com
find more resources at oneclass.com
Document Summary
6 steps of problem-solving: finding the problem and de ning it (our perception will be di erent to the clients, but nd the clients view) Mathematical process to gure out what it is/what it is not. Something is wrong at the end of the process, investigate each step to nd out where the problem lies (package arrives broken: is it the product, the packaging, the mailing, the delivering?) Problem lies in the centre, all the people surrounding the problem/situation and. Problem with a course sits in the middle, tutors, head of school, admin, students, interview them lecturer etc and what they think of the situation. Know that you"re aiming for win/win: proposal/counter-proposal. Be speci c and concrete about what/where/when/who/how much to close. Non-cooperative parties for more alternatives or base decisions on objective criteria. Not all parties separate person from problem, focus on shared interests, be eager. Manage your emotions and use cognitive/behavioural strategies to manage emotions.
