1. “Conflict” “Why is there no conflict at this meeting?”
By : JUNI FITRI PASARIBU, S.Pd, M.Pd

2. Starting Up
How good are you at managing conflict? Answer the questions in the quiz.
Then turn to page 137 to find out. Compare your score with a partner.
You are in a meeting. People cannot agree with each other. Do you
a) say something?
b) intervene and propose something new?
c) take sides with those you like?
d) suggest a 10-minute break?
2. Your two closest friends have an argument and stop speaking to each other. Do you
a) behave as though nothing has happenend?
b) bring them together to discuss the problem?
c) take the side of one and stop speaking to the other?
d) talk to each on separately about the situation?

3. 3. You see two strangers. One begins to hit the other. Do you
a) prented to be an off-duty police officer, and ask them. What is going on?
b) call the police
c) shout at them to stop?
d) walk away quickly?
4. Your neighbours are playing very loud music late night. Do you
a) ask them to turn it down?
b) do nothing?
c) call the police?
d) play your own music as loudly as possible?
5. You are in the check-in queue at an airport. Somebody pushes in. Do you
a) ask them to go to the back of the queue?
b) say nothing?
c) complain loudly to everyone about pepople jump queues?
d) report them to an airport afficial?
6. A colleague criticises your work. Do you
a)consider carefully waht they say?
b) ignore them?
c) get angry and critice them
d) smile, but vait for an opportunity to get back at them?

4. Reading Negotiating Cross Culture
Work in group of four. You are each going to read an article about a different negotiating style. Choose either Article A or B below, or Article C or Ardticle D on Page Continuo.
Before you read, match the words from your article with their definitions.
Then, as one group, answer the questions in Exercise B on Page.
Article A
1. tactics a) be flexible
2. make compromises b) not changing your oponion or attitude
3. consistency c) the methods you use to get what you want

5. Negotiations are demanding and may become emotional
Negotiations are demanding and may become emotional. You may find your Russian negotiator
5 banging his or her first on the table or leaving the room. Accept such tactics with patience and calmness. They are
10 Designed to make it difficult for you to concentrate.
Russian negotiating teams are often made up
15 of experienced managers whose style can be like a game of chess, with moves palnned in advance. Wanting to
20 make compromises may be seen as a sign of weakness.
Distinguish between your behaviour inside
25 and outside the negotiations. Impatience, thoughness and emotion during the negotiations should be met with calmness,
patience and consistency. Outside the negotiating process you can show affection and personal sympathy.
From the Financial Times
FINANCIAL TIMES
World business newspaper.

6. FINANCIAL TIMES Article B
1. speak your mind a) when you find out what the other side wants
2. place great weight on b) say what you think
3. exploratory phases c) consider very important
As well as being formal, negotiation are direct. German managers speak their mind. They place
Great weight on the clarity of the subject matter and get to the point quickly.
Excessive enthusiasm
or compliments are rare in German business. You should give a thorough and detailed presentation, with an emphasis
on objective information, such as your company’s, hystory, rather than on clever visuals or marketing tricks.
Prepare thoroughly before the negotiation and be sure to make your position clear during the opening stage of the
talks, as well as during their exploratory phases. Avoid interrupting, unless you have an urgent question about
the presentation.
From the Financial Times
FINANCIAL TIMES
World business newspaper.

7. FINANCIAL TIMES Article C 1. small a) style of behaviour
2. protocol b) polite or social conversation
3. manner c) the way things are done on official occasition
Communicating is a natural talent of Americans. When negotiating partnes meet, the emphasis
Is on small talk and smiling. There is liberal use of a sense of humour that is more direct than it is in the UK.
Informality is the rule. Business partners is do not use their academics titles on their business cards. Sandwiches and drinks
In plastic or boxes are served during confidences.
This pleasant attitude continues in the negotia
tion itself. US negotiators usually attach little importance to status, title, formalities and protocol. They communicate
25 an in informal in directmanner on a first-name basis. Their manner is relaxed and casual.
The attitude ‘times is
money’ has more informence in the US that does anywhere e Developing a personal
relationship with the business partner is as inmportant asgetting result.
From the Financial Times
FINANCIAL TIMES
World business newspaper

8. FINANCIAL TIMES Article D 1. counterparts a) unplanned thoughts
2. spontaneous ideas b) give your opinion
3. put your point across c) the people on the other negotiating term
At the start of the negotiations you might want to decide whether you need you need interpreters. You should
have docummentation available in Spanish. Business cards should carry details is Spanish and English.
During the negotiations your counterparts may interrupt each other, or even you. It is quite common in Spain for this to
happend in the middle of a sentence. For several people to talk at the same time is accepted in Latin cultures, but is considered
rather unusual in Northern Europe.
The discussion is likely to be lively. In negotiations, Spanish business
people rely on quick thinking and spontaneous ideas rather than carefuly preparation may appear that employ
body is trying to put or her point across once. That can negotiations in the intense and lengthy
also enjoyably created.
From the Financial Times
FINANCIAL TIMES
World business newspaper

9. B. Work in your groups to answer these questions.
In which country (Russia, Germany, the US or Spain):
1. should you start a negotiation with general conversation?
2. do negotiators show strong emotions?
3. is it common for there to be several conversations at the same time a negotiation?
4. do negatiators focus on results rather than developing relationships?
5. do negotiators plan their tactics carefully?
6. should you not stop someone while they are talking?
7. is it usual for the atmosphere to be relaxed and friendly?
8. do negotiators prefer to think of ideas during a negotiation rather than before is starts?
9. do negotiators like to talk about business immediately?
10. should you not give to other side too much as they will not respect?
Discuss these questions.
If you are from one of the countries in the articles, do you agree with the article says?
If you are from another country, which of the countries is the nearest own country in terms of negotiating behaviour? Why?

10. Vocabulary Word building
Use the correct form of these words the articles to complete the first two coloumns of the chart. Use a good dictionary to help you.
Noun Opposite Adjective
1. patience patient
2. calmness nervous
3. weakness Strong
4. toughness
5. emotion
6. consistency
7. sympathy
formal informal
9. enthusiasm
creative

11. B. Opposite meanings of the adjecties above are foermed in one of two ways:
a) using a prefix un-, in-, im-; for example: formal, informal.
b) using a different word; for example: weak, strong.
Complete the right-hand column of the chart with opposites of the adjectives.
Use one of the adjectives or its opposite to complete the following sentences.
1. He gets very angry if people are late for negotiations.
He is very impatient.
2. She always has ideas and easily finds solutions to problems.
She is a very person.
3. He never shows anger, enthusiasm or disappointment during a negotiation.
He is totally
4. He always agrees with everything his negotiatingpartner suggests.
He is
5. She wants to get her own way,. She doesn’t like to compromise.
She is a very negotiator.
6. He likes people to feel comfortable and relaxed during a negotiation.
An Atmosphere is very important to him.
Look again the adjectives and their opposite. Choose what you think are the best and worst qualitoies for a negotiator. Then compare your ideas with a partner and try to reach an agreement.

12. Language review: Conditionals
First conditional
if + present simple, will + base form of the verb
This describes a possible condition and its probble result.it is often use to make promises.
If we meet our sales target, we’ll get a bonus.
Second conditional
if + past simple, would + base form of the verb
This describes an unlikely condition and its probable result. It is often used to discuss options.
If he listened more, he’d be a better manager.
Conditionals and negotiating
Conditionals are often used when negotiating.
If you give us an 8% discount, we’ll make a firm order.

13. 2. If I would have more money, I would go on a cruise.
A. Correct the grammatical maistakes in the sentences below.
1. If you give us a 10% discount, we would place our order today.
2. If I would have more money, I would go on a cruise.
3. If I will go to London next week, I’ll visit their sales office.
4. If I would work from home, I would have more time with my children.
B. Combine phrases from columns A and B to make conditional sentences.
For example: If you pay in euros, we’ll deliver within seven days. More that is answer may
be possible in each case.
A B
1. pay in euros a) pay you a higher commission
2. order today b) offer you a special discount
3. finish everything tonight c) reduce the price
4. deliver by the end of the month d) give you a signing-on bonus
5. give us a one-year guarantee e) pay all the transport costs
6. exceed the sales target f) give you a 5% discount
7. pay all the advertising costs g) deliver within seven days
8. sign the contract now h) give you the day off tomorrow

14. Skills Negotiating: Dealing with conflict What would you do if:
Discuss the following quetions in pairs.
What would you do if:
1. you saw two colleagues having a argument?
Answer : I wouldn’t get involve
2. a colleague criticised you?
3. you saw a colleague stealing something?
4. your boss never listened to your ideas?
5. your boss asked you to work till midnight?
Skills
Negotiating: Dealing with conflict
Which of the following are god ways of dealing with conflict in a negotiation?
1. avoid eye contact Say ‘I see what you mean.’
2. Smile a lot Find out why the other side is unhappy.
3. sit back an appear relaxed Focus on the issues, not on personalities.
4. Stop the discussion and come back to it later. 9. Say something humorous.
5. Say nothing for a long time Speak calmly and slowly.