Answer Key 1 1 F 2 B 3 D 4 C 5 E 6 A 7 G 2 e is the correct answer If a workers

Answer key 1 1 f 2 b 3 d 4 c 5 e 6 a 7 g 2 e is the

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Answer Key: 1. (1) (F), (2) (B), (3) (D), (4) (C), (5) (E), (6) (A), (7) (G) 2. e) is the correct answer. If a worker's psychological interests or needs with respect to their experience of the workplace are not acknowledged, unhealthy conflicts may arise in order to make others aware of these needs. 3. a) is the correct answer. While d) would seem like a plausible answer, the main goal of effective communication of one's interests and positions on different problems in the workplace is to increase the effectiveness of the workplace and prevent unhealthy conflict. This is done by understanding and acknowledging the different views that everyone in the workplace may have, and respecting them by finding a common ground, compromise, or understanding that also leads the organization to effectively achieve its goals. 4. 4.1 The business problem in this scenario is the decline in sales/business that the pizzeria is experiencing due to the opening of a new competitive restaurant nearby. Martin and Parker both have the same position. Their position is to increase business by creating interest for new potential customers and motivating old customers to come back to the pizzeria. 4.2 Martin and Parker's substantive interests are the same, as they both want their business to thrive and remain competitive in the service industry. These interests are shown in the way the discussion plays out. Martin and Parker have different procedural interests. Martin's procedural interests include capturing public awareness with advertisements, while Parker's procedural
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16 © University of Waterloo and others interests include capturing public awareness by providing higher quality customer service and creating new food items. 4.3 Martin's psychological needs include recognition/acknowledgement, success, and self- determination (i.e., recognition/acknowledgement from Parker, the pizzeria's success, and free will). Parker's psychological needs include success and security (i.e., the pizzeria's success and security, and the protection, well-being, and security of his brother.) 4.4 Martin and Parker should communicate to one another in an open, honest, and receptive way where both brothers are willing to listen to each other's positions, interests, and needs. Open communication will allow both brothers to understand each other's psychological needs and find a common ground or compromise between each other's values. This will prevent potential conflicts due to differences in positions, interests, and needs and will help the brothers to build a healthy personal and professional relationship. Explore the following (optional) sites to go deeper into the topics covered in this Unit. William Ury: The Walk From "no" to "yes" (TED, 18:37) for more on communication from one of the great negotiation theorists. Michelle Maiese (updated by Heidi Burgess): Interests, Positions, Needs, and Values for a great article with more thoughts on this topic. NEWS AND RESOURCES
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  • Conflict, Want, Conflict process, John fire Lee

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