Negotiation and Conflict Resolution Approaches
for the 21st Century Nursing Professional
Robert J. Witheridge, Ph.D.
Assistant Professor of Conflict Resolution
The Werner Institute
Creighton University, School of Law
September 14th, 2012
Faculty Disclosure
Robert J. Witheridge, Ph.D.
Dr. Witheridge has listed no financial
interest/arrangement that would be considered a
conflict of interest.
Introduction
 Negotiation and Conflict Resolution
 21st Century Framing of Conflict and Communication
 Collaborative Negotiation in a Health Care Environment
 Diverse Modes of Conflict Resolution
 Conflict Resolution Research: Organizational Conflict
 Reflective Communication Techniques
Negotiation and Conflict Resolution
 Individual Conflict Mode Identification
 Leveraging Diverse Stakeholder Relationships
 Effective and Strategic Communication
 The Nature of Power in the Workplace
 Organizational and Structural Considerations
Modes of Conflict Resolution
Example: Modes of Conflict Resolution

Competing: “I value the point being made more than our relationship.” “It's them or
me.” “I've got to win this one!” “I'm sure they will see it my way if they just think about
it.” “I know I'm right.” This is the “I win, you lose” position.

Accommodating: “I value our relationship more than this point.” “Let's just get this over
with so we can get on to other things.” “This tension is very uncomfortable. I'll just do
what they want.” “Fine I give in, have it your way.” “I lose, you win.”

Avoiding: “I will be quiet and listen.” “It's not that big a deal.” “I'd rather just forget it.”
“It's not worth the trouble.” “What difference could I make anyway?” “I lose, you lose.”

Compromising:“This isn't important enough to fight over.” “I don't want to be
unreasonable.” “If I give her this, maybe she'll give me that.” “We could both live with
that.”

Collaborating: “I'm sure if we work together we can come up with a better answer than
either of us individually.” “I'm not giving in yet, but I am willing to hear your opinion,
and give you mine.” “I win, you win.”
4.00
3.00
2.00
4.65
4.65
4.64
4.57
4.51
4.46
4.40
4.38
4.22
4.18
4.17
4.17
3.96
3.92
3.90
3.79
3.69
3.63
3.53
3.52
3.51
3.50
3.49
3.42
3.26
3.23
3.20
3.18
3.17
3.17
3.03
2.98
2.95
2.94
2.89
2.81
2.81
2.70
2.69
2.66
2.60
2.49
2.47
2.45
2.42
2.34
2.20
2.13
2.11
2.08
2.07
2.00
1.91
1.85
1.74
1.67
1.66
1.64
1.44
1.40
5.00
Compassion
Compromise
Clear Communication
Collaboration
Compliance
Stress
Acceptance
Frustration
Sincerity
Control
Enhanced Reasoning
Focused Concentration
Calmness
Diplomacy
Excitement
Increased Competition
Increased Confidence
Anxiety
Anger
Nervousness
Fatigue
Headaches
Empowerment
Muscle Tension
Increased Heart Rate
Increased Perspiration
Sleep Loss
Decrease in Affection
Avoidance
Vulnerability
Elevated Blood Pressure
Facial Redness
Fear
Excessive Warmth
Excessive Appetite
Neck Stiffness
Pleasure
Gender Role Strain
Excessive Sleep
Irrationality
Depression
Back Pain
Emotional Numbness
Appetite Loss
Gastrointestinal Discomfort
Generalized Body Pain
Nausea
Dehydration
Sudden Coldness
Dry Mouth
Muscle Relaxation
Dizziness
Joint Stiffness
Memory Loss
Faintness
Impaired Breathing
Physical Numbness
Body Tremors
Rash
Hives
Responses to Organizational Conflict
Ranked Psychological and Psychosomatic Factors
6.00
1.00
Negotiation Styles and Concepts
 Distributive Negotiation
 Integrative Negotiation
 Reflective Listening
 BATNA
 WATNA
 MLATNA
Example: Communication Competency
Approachability
Unskilled:
May be a poor listener or appear
uninterested; may be tense
Skilled:
Builds rapport well; puts others at ease.
Overused Skill:
May spend too much time building
rapport with others; may have too
strong a desire to be liked
Adapted from:
Lombardo, M. M., & Eichinger, R. W. (2006). FYI, for your improvement: A guide for development and coaching; for learners,
managers, mentors, and feedback givers (4th ed.). Minneapolis, MN: Lominger Limited, Inc. [ISBN: 9780974589237]
Questions and Comments
 Questions?
 Comments?
 Thank you for your participation.
Robert J. Witheridge, Ph.D.
© 2012
References
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