Description of the Conflict Situation:The Receptionist desk at a pri

Description of the Conflict Situation:

The Receptionist desk at a private social service office always needs to be staffed to buzz clients only into the office building. There is no other allowable way to allow clients into the office. The Receptionist position has no formal policy or procedure to follow when the receptionist needs to leave their desk to use the bathroom. Currently the receptionist is tasked with going to one of their 20 coworkers (non-management level) to request that one of them cover the desk.
The receptionist has previously reported to the 2 Managers (one directly supervising Receptionist position) about having issues with staff members not wanting to cover the desk for varies reasons, & only being able to ask a small few of staff members. Those same few staff members that were sympathetic to the receptionist are starting to become resentful that their coworkers do not want to assist with covering the desk.

Purpose and Process of Paper:
This assignment provides with the opportunity to apply the knowledge and skills you develop in this course, and integrating them to conduct a diagnosis of a real-life conflict situation, and work a strategy to solve it. After a thorough understanding of the conflict, its nature, the issues and parties involved, students are required to identify the main elements to prepare a negotiation strategy (see Patton, 2005), which constitutes the first part of the report. They will then conduct a thorough analysis of the conflict case, including a negotiation process. The second part of the report should also describe the results of the negotiation, conclusions, evaluation, and other comments the student may have.

Completed paper should be in correct APA format. The above process should be documented in 10-12 pages, minimum, (excluding cover page and references). It should be a double-spaced report with the following components (section titles are italicized):

Description of Conflict Situation
Clearly delimits the boundaries of the conflict.
Identifies the parties involved.
Strategy Planning Elements
Narrative should identify the represented party or which side of the conflict the student was on. It is in this section that the incorporation of the 15 concepts from the attached sheet.
Identify and clearly denote each of the concepts.
Identify and evaluate the concepts and establish a hierarchy for their use in the strategy.
Objective: Describe what you want to achieve through the Negotiation process.
Negotiation Process
Describe the process used.
Describe outcome.
Final reflection on the Negotiation
Explain the parties’ responses to outcomes.
Assess the conflict outcome (conclusions).
Evaluate the process (including outcome). You may use theoretical perspectives, concepts, and models to contrast with your expectations (Strategy Planning) and Negotiation expectations.
Inclusion of the 7-point checklist from the Patton paper posted under the assignments tab on Blackboard.

The following 15 conflict management concepts must be included in the Strategy Planning Elements section:
Constructive and Destructive Conflict
Attribution Theory
Social Exchange Theory
Interaction Theory (Constructivism)
Systems Theory
Dialectical Tensions Theory (Connectedness versus Separateness)
Barnlund’s Six Views
Emotional Intelligence
Communication Climate
Process and Relationship Goals
Types of Power
Types of Listening
Mayer’s Wheel of Conflict
Unearned Criticism

Competencies and Standards
5 Think Strategically, 6 Build trust, 11 Demonstrate Adaptability

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