Communication and Personality in Negotiation - Research Paper Example

? Communication and Personality in Negotiation The paper describes a negotiation situation that one has participated in where the roles of communication and personality in negotiation are analyzed and clearly identified how these roles contributed to or detracted from the negotiation. Communication and Personality in Negotiation Scenario of Negotiation Situation A cousin of mine sought my assistance in resolving a conflict he got himself in. My cousin is currently taking up pre-dentistry course and one of the modules required purchasing a dental light cure unit costing an average of $300. He was able to purchase the unit from a dental supplies store just outside their university for $275. The class did not get the chance to use the unit fully until one month after the purchase. While he was using the unit, he observed that it was making an unnecessarily noisy sound which was not apparent with other dental cure units. After one or two more uses, the bearing in the unit gave way. He immediately went back to the dental supplies store to return the unit. The store clerk asked for his receipt and noticed that it was already one month after the purchase. The clerk also noticed that the unit did not have a label or tag that they said they normally place in all dental cure units released from their supplies store. He immediately wanted to talk to the manager but the sales clerk told him that the manager was busy and that if he wanted to have the unit repaired or replaced, he would have to pay for $50, which he did not have at the time. He left the dental supplies store and left a message that he would return. He then asked for my help since he knew I had some skills in negotiation. I accompanied my cousin back to the store the next day and confronted the manager. The manager recognized my cousin and asked what the problem was. So, my cousin relayed the scenario and wanted to have the unit replaced or repaired, whichever is most immediate. The manager first reviewed the receipt and questioned how come the unit was to be returned one month after purchase. The warranty period only stipulated 10 days after purchase. And, after further inspection, the manager questioned the lack of label or tag on the unit. He said that if my cousin wants to have it repaired, he needs to pay for $50. But if he wants to have it replaced, they do not have the same model of lower price and instead was offering another model where an additional $100 needs to be paid. This is where I came in. First, I thanked the manager for personally attending to our dilemma. Then, I explained to him that the reason why the unit was returned only now was because the class professor did not require them to use the unit completely previous to two days ago. I informed him that we have the cellphone number of the professor in case he wants to verify and validate our statement. Secondly, I informed him that as a dental supplies store, they have the obligation to check all their units for the labels and tags before their release. The fact that this unit does not have any tag or label means that it was defective in some way or the other – the reason why, only after one or two uses, the bearing gave in. In this regard, they have the obligation to the customer to replace the unit or repair it without extra cost to the customer. In the end, I noted, it is always good to accommodate the complaints of the customers and validate the contentions. The way that their positively resolve conflicts would put in a good image to their store. The manager was first insisting that my cousin must have replaced the unit with a defective one. My cousin interjected by saying that “why would I replace the unit with a defective one when I need the unit badly for my classes and I have no other access to other dental cure units? Why would I trouble myself to do something which would jeopardize my academic performance?” I am sure you remember me and I took the unit directly from you when I came here to purchase it, just a month ago. The manager excused himself and took the unit for examination to their technical department. The technicians confirmed the unit came from them and found the defective bearing. Having realized that the deficiency on quality assurance was their error, the manager replaced the unit with a brand new one and expressed his sorry for the inconveniences caused. We thanked the manager and left. Roles of Communication and Personality There were actually originally two parties to the communication process: the complainant (my cousin and eventually me) and the defendant (the dental supplies store manager and initially the sales clerk). As complainant, when my cousin presented the problem to the sales clerk, the conflict was not resolved due to the following reasons: (1) the sales clerk was not the decision-maker; (2) the manager was not available at that time; and (3) my cousin was not an effective negotiator. In the first scenario, if my cousin could have waited for the manager and insisted to talk to him, then, there is a possibility that the conflict would be resolved. If facts were objectively presented and if my cousin used more convincing and persuasive skills, then, a positive outcome could have emerged. In the second scenario when I had to assist my cousin in the negotiation process, a positive outcome resulted and eventually resolved the conflict due to the following reasons: (1) we were able to communicate directly to the manager, who is the decision-maker; (2) I used a calm and diplomatic voice; (3) I laid out the facts and offered validation through provision of the number of the professor to confirm that the dental cure unit was just recently used; (4) I argued that it is their responsibility to ensure that their dental supplies units are in perfect condition through quality assurance before being released; and (4) confirmation from supporting testimonies were present (from my cousin who directly received the unit from the manager and from their technical department who confirmed that the unit came from their store and was indeed defective). Analysis The positive outcome that resolved the conflict was an appropriate example of negotiation at its best. As confirmed by the Center for Applied Research (2000), “most people prefer a fair, negotiated settlement to a state of unresolved conflict, and that they are willing to invest some time and make some modest concessions in order to achieve a solution” (p. 2). After laying out the facts of the situation and by using a diplomatic and persuasive stance, we were able to negotiate for a replacement of the dental cure unit despite the expiry of the warranty period. After assessing the situation, the manager realized that by acknowledging that it was their mistake, they had to replace the unit so that a good image would prevail. By satisfying the need of the customer, the dental supplies manager conformed to the best way to solve the conflict presented by complaining customer. Reference Center for Applied Research. (2000). Role Negotiation Process. Retrieved 10 January 2012. Read More