Conflict Resolution Strategies and Methods

The provided assignment delves into the concept of conflict resolution strategies and methods, specifically focusing on the compromising style. It examines the importance of communication skills in resolving conflicts and utilizes a case study of Luna pens production by Global services company to illustrate the effectiveness of this approach. The report also highlights the relevance of conflict resolution techniques in various fields, including business, education, and social sciences.

Communication and Negotiation
Management Skills

Table of Contents
INTRODUCTION................................................................................................................................3
MAIN BODY.......................................................................................................................................3
Situation 1. Fax to Feng requesting a meeting with in Taipei next week. .................................3
Situation 2. Sending fax to Alven Feng over schedule a meeting and discussing the probability
of getting into partnership...........................................................................................................5
2. Explaining the conflict management styles that need to be used by Erika.............................7
3. Further, explaining the needed information before contacting Alven Feng and ways for
obtaining it..................................................................................................................................9
CONCLUSION..................................................................................................................................10
REFERENCES...................................................................................................................................12

INTRODUCTION
Communication and the negotiation management skills is the method where the people in
the organization settle down the differences. It is the process that provides for developing the
agreement reaching at the time of avoiding the argument and the dispute. Under this the individuals
drives for achieving the best outcomes in respect of their positions. The principle of the fairness,
mutual benefit and managing the relationship are the key points for attaining the successful
outcomes. In the business these skills are most important in the formal and the informal interactions
like negotiating the conditions of the sales, service delivery, legal contracts and leasing. The better
the negotiations, more the business can contribute towards the success of the business and enables
the firm in building the better relations within the work environment. The present study is based on
the case scenario which provides the deeper insights in relation to the conflict resolution method
and the negotiations' strategy. It will also depict the various methods of the conflict resolution that
need to preferred in accordance with the case. The study also describes the different styles of the
conflict management that had been adopted by the Erika and the information that might needed
before contracting the case is also included.
MAIN BODY
Situation 1. Fax to Feng requesting a meeting with in Taipei next week.
FAX
DGG Pty Ltd
To, Aleven Greg, Global service
Fax:
Tel:
RE:2
From: Erika Graeaper
Pages:
Date:
Sir,
This is to inform Mr Alven Feng that across the time period DGG company has come to
know about Luna Pens and its related increased demand by customers in the market across the

world. As the product named as Luna Pen of which the production and manufacturing functions has
been stopped years ago, is now available in the market with the same name, logo and product
features by Global Service Company. DGG comes to know about the production and manufacturing
function of Luna pens with the help of a letter which Cecil Armstrong, the current president of
Queensland Office Supply, Ltd., in Brisbane, Australia has written to Herr Heinrich Dumart,
president of Luna, in Frankfurt, Germany.
In the letter written by Armstrong to Luna Pens, he has mentioned what difficulties he has
been facing in obtaining the supply of Luna Pens for making further delivery of such pens to the
retailers with whom he was dealing with. But as the Luna was out of production from several years,
then how can one get regular delivery of products on time at every demand is a big question for
every employee including Erika Graeper of DGG Company. The company which was producing
Luna pens has stop production from many years and was acquired by the DGG company. After,
being acquired the DGG company has stopped it production function.
The case has been related to making use of production techniques and company product in
same name and of same feature with getting permission from the Luna Pens. Global services
company has been using the name and production technique from many years without any prior
intimation to the original Luna pens making company. Also, the Global Service Company is making
profit by producing and selling the product of Luna Company (now known as DGG Company)
from many years across the world.
The methodology used by Global Service Company is wrong as the company is making use
of the brand name and product with taking approval from the Luna company. This act of Global
service has been considered as misuse, fraudulent and wrongful business activities.
On behalf of DGG company, Erika Graeper has sends a fax message to Alven Feng for
requesting a meeting in Taipei next week related to setting the terms and conditions of negotiations.
The negotiation has been made by DGG company for Global Service Company as they had built a
considerable business by using the Luna name without their permission. In negotiation the DGG
company has demanded for back payments from the past misuse of the brand name as well as use of
the product of the company.
As per the negotiation made by DGG company, it emphasizes on having fix percentage
related to sharing of profit made by Global service company in the past few years. The company
named DGG wants to share the amount of profit earned by Global Service as it was made by using
the brand name as well as the production function of Luna. As Global Service has acquired large
market share and profit with the help of Luna pens, DGG wants to issue a license in respect of

production and manufacturing function of Luna pens to Global service for carrying own further
production function. After obtaining the licensing permission from DGG company, Global will be
able to carry on production operation related to Luna pens.
In negotiation made by DGG company to Global Service Company, it has been mention to
the Global service company to discontinue the operation related to the production and
manufacturing of Luna pens till it gets the licensing permission from DGG. Though all the efforts
and concepts for making the Luna pens popular in the market was made by Alven Feng. It was only
his marketing concept and skills which has made the Luna Pens so popular that it has increased its
demands and sales margin over the few year time period. But as this act was made without taking
into consideration permission from Luna Company (now DGG Company), it is considered as
wrongful act and hence the Global Service Company is liable for either to pay fixed and decided
proportion of share in profit made during last years or seeks licensing permission for carrying on
the further production process.
Thanks
Erika Graeper
DGG
Situation 2. Sending fax to Alven Feng over schedule a meeting and discussing the probability of
getting into partnership
FAX
DCG Pty Ltd
To, Aleven Greg, Global service
Fax:
Tel:
RE:2
From: Erika Graeaper
Pages:
Date:
Sir,
I Erika Graeper is currently working as an employee with the DCG company which have
acquired the firm Luna in the recent time. I have a responsibility to look into the matter of sales and
production in the company. I have come to know that you are currently residing in Taipia and and
keen to meet you. I am an visiting Taipai next week I would like to schedule a meeting with you. I
have recently discovered that fact that your organisation Global service company is selling and
distributing the Luna pen which is a authorised pen product of the Luna company which is being

taken over by my current organisation DCG. In this regard I want meet you an offer you a business
proposal over this matter to avoid the lengthy legal process and start a new business relationship.
To start I would like to extent my greeting to you and congratulate you over the success
your business have achieved in the direction of achieving great sales of the Luna pens. As far as I
have a knowledge over the Luna pen I know that they were the best part of my childhood and
school memoires. I Have used that pen to such a great extent and loved that pen so much. With I
time I had learned that company Luna have torn down the little factory where the pens were made
over five and six years age. This is a fact for sure with evidence and this made sure that Luna have
ceased to be in existence in context of there sales and production. For the fact is Luna pen are in
existence it is just on the papers. In the recent time I have received a letter from one your supplier
Armstrong over demanding the supplies as soon as possible for the Luna pen. This left me puzzled
as how a product can be in demand when its production have ceased fro past 5-6 years and I wrote
back to him for apologies. After this I went to Malaysia for a trip and on the duty free shop of the
Kuala Lumpur airport I spotted a indigo pen with Luna written on it and it was registered to for
production and warranty to your organisation Global service of Taipai. This also a fact that you
were a seals person in the Luna organisation long back for a extended time. This way I came it
know the presence of the Luna pen which was not known to DCG and for this company Luna pen
existed only in papers.
This was you Alven whose efforts have created such a vast market for the Luna pens. I
know this fact for sure a when I have received a latter from your supplier Armstrong he did not
missed to present the fact that the pen have gained much popularity in Australia and for the
Malaysia I have seen the popularity of the pen in person as well. I have been to Seoul recently and
there I tried to purchase the Luna pen but I came to know that Luna pen are not supplied by you
there as no one there also know about ere existence as well. This means that you haven't steeped in
the Korean market yet.
Alven, when I both the pen at the Airport of the Kuala Lumpur I have purchased the pen fro
a price of $42 and it was quite a price for the Luna pen. Also with detailed research I have gained a
insight over the popularity the Luna pen have got over time in the Australian and Malaysian
markets. This is all because of your clever operation and effective marketing strategy that in a span
of shot time you have expanded the sales into two developed economies I can see a delightful future
for your company and the Luna pen.
With all these research and great opportunities for the Luna pen in the other parts of the
world I would like to extent an offer to you over the sales and distribution of the Luna pens. The
management of the DGC company is highly interested in doing business with you. In this direction
I an offering you a partnership with the DCG company.

We would we delighted to work with Global Services as partners with DCG and continue to
sales the Luna pens. With this partnership both the organisation can enter the markets of Korea as
well as other continues to make this pen popular once against and this time in the global market.
Thanks
Erika Graeper
DCG
1. Suggesting the various conflict resolution methods.
Erika must adopt for various strategies for negotiating with the global services as they do not have
any proof of fraud that had happened against the DCF company. Several conflict resolution methods
that can be used by Erika are-
Collaborating- It is strategy that will be helping Erika in matching the needs of individuals
for building the commitment and reaching the consensus. Though, collaboration methods takes lot
of time and consumes ample of energy. It requires the environment of the mutual trust between the
companies and this leads to winning both the sides.
Compromising- Erika can use this strategy as it best suits to its case, it involves the giving
and the taking from both the sides. It results in the perfect outcome for global services and the DCF
company as it resolves the conflicts more quickly than the collaboration method.
Competition- This strategy focuses on keeping ahead the interest of both the parties. This
technique is not that suitable as the compromising is as per the case because it may resolve the
dispute for a while but the loser party might not be satisfied so this strategy is considered as the
riskiest strategy and the future cooperation could be minimized.
Avoiding- Under this strategy the conflict has been putted on back burner which will be
dealt at later time. This method is utilized in the situation where the conflicts do not comprise larger
issues or when there are some other issues that need to be looked on (Conflict Resolution Methods,
2019). In some cases, dealing the conflict with the use of avoidance method results in growing
issue.
2. Explaining the conflict management styles that need to be used by Erika.
With reference to this case, Erika must opt for the compromising method of conflict
resolution as through this method, the conflicts with the global services can be resolved with ease
and faster. Compromising style facilitates the willingness and the flexibility among the parties.
Thus, from the above different style the most suitable technique for this case is compromising.
There are given some following conflict management style that can adopted by the company
in order to meet out the business management goals (Bai, Sheng and Li, 2016). Conflict

management styles are the best approach to settle the business issues between Global service and
DCG. In other words, it also helps to bring new management styles and long lasting effectiveness
goals. Besides, Erica looking for the best style of conflict management that she can take some
decision on the case that helps to develop the new long lasting situational goals. In other words, it
also required to understand the goals and objectives to manage the issues. In order to take the
meaningful step and effective negotiation strategy it will help to motivate the long lasting results
and goals. For that Erica should need to select this conflict management in order to resolve the
conflict issue.
Conflict management is the management issue that or the process through disputes or
conflicts can be handled and also the disagreement between disputing parties can be managed. The
main objectives of the conflict management style in order to reduce the negative factors or elements
which leads to bring influences on the conflicts (Degefu, He, Yuan and Zhao, 2016). Apart from
that, it helps to bring the new challenging and effective management process. Apart from that, there
are explaining some conflict management styles to bring new goals and challenging sources.
Accommodating : In this conflict management style belongs to self sacrifice element is
involves under which both the parties has responsible to compromise something. The
accommodating style generally represents and indicates that there is a willingness for meeting the
needs of other party at the expense of self needs (Wu and et.al., 2016). The person who
accommodate everything is highly assertive and co-operative. This style works best when peace is
valued more than winning and issue matter more to other party of the dispute.
Compromising : this is the new conflict management style that can adopted by the Erica in
order to resolve the case. This style or conflict management issue is effective and suitable for those
parties which can partially satisfy both the conflicting parties. In this style both the parties has to
give up on something in order to get the best outcome and goals and results to meet out the result
goals (Kim and et.al., 2016). This style of conflict management is more suitable and efficient for
those people who having the same strengths and standstill. The compromising conflict management
style is good and effective when disputing parties need a quick resolution and both agrees on the
same page.
Collaborating : This conflict management style main target on fulfil the needs of the people
who are involved in the conflict. The people who chooses and implement collaborative style are
highly assertive and aims at co-operating effectively and also acknowledged that all the are the
parties are important. The people who chooses and implements collaborative this is the most
challenging that makes parties are important. This style is generally implemented when there is
need for bringing together the variety of view points so that best solution can be achieved.

This style or approach works best when disputes have time and they want to work out
something which satisfied all the sides of conflict (Rautiainen, Sippola and Mättö, 2017). In this
conflict management style all feelings and thoughts of the disputing parties are out on the table
apart from that apart from that it brings new style of management goals and brings the new
opportunity task. Mutual agreements are also looked for a searched in the collaborative approach.
Avoiding : Avoiding is the another conflict management style that helps to define the new
objective target goals in order to sustain in the most competitive market and through Erica can also
find out the new methods to resolve the new styles and new management target opportunity. Apart
from that, it also brings the new management styles and brings the new system through both the
party get make the good decision making approach. Management targets and long lasting
performing way helps to motivate the new style of management goals and new working
opportunities (Schneider and Lewicki, 2016). It helps to bring the new systematic goals and helps to
select the goals in order to bring the new management styles and new performing areas of new
management task. Moreover, these kinds of conflict management style can helpful to make the new
advancing goals and new opportunity makes the new process to get the final results. Moreover, this
makes the new working goals and influence the new working opportunities and goal. The disputes
tend to develop the new engagement styles and goals to take the effective outcomes results.
Avoiding style of conflict must be used when the situation is very much angry and make the most.
However, In many situational context that makes the most implementation and take the final
outcome goals.
Competing : This is the another conflict management style that helps to understand the
situation of both the parties and also influence other to take the better approach. Competing style is
also known as win lose approach (Singer, 2018). This is one of the most assertiveness way that
accomplish the company aims and objectives that indirectly win one party and lose another party.
Besides, this style of conflict management can harm to other party who stand its lose position. This
approach is the best approach in the emergency situations when time is of the essence, or when
parties want the quick decision. This present research approach is the user full approach that Erica
adopt.
Forcing : Forcing is the another approach that can be adopted by the Erica. This approach
basically focus on the solutions of conflicts very quickly. The force conflict management belongs to
result oriented, discouraging etc. In which parties pressurise each other for the solution.
On the basis of above conflict management styles Erica should have required to take the
collaborative conflict management style because this is considered as the best approach through
parties get the instinct solution without any violence and wrong practices. This style can more
effective and satisfied the needs of both parties (Staats and et.al., 2018). Issues arise between Global

Service company and DCG can be resolved by the collaborating approach. This will help to
recontinue the task and can take the better research from the overall performance.
3. Further, explaining the needed information before contacting Alven Feng and ways for obtaining
it.
Erica wants to gathered some more information before interrogate Feng about that issue. She
needs to focus on collecting information what actually the case was and work scenario according to
needs and wants. According to that, she more need to acquired data and facts from the places where
the Luna Pens have working. The all information has been collected from market demand of Luna
Pens. DCG needs to figure out the brand power and brand value of the Luna Pens. It is required to
be collect that how much this process or image has been affected from Global service company. So
that, all the information can help to get the effective decision making approach. This information
can be collected by the most leading and developing source (Stepanova, 2015). Apart from that, it
brings the new management goals and take the long term goals. This research can be taken from the
survey which gathered from the customers. These survey question that describes about the dealings
of customers for paying for the given pen with or without the brand name luna.
In order to make the future sales after partnership for that DCG can also conduct a survey to
identify the potential buyers who are desperate to buy Luna Trademark. This information is very
much required to looking for the potential buyers for Luna trademark. After getting the full
authority, DCG would net get any uncertain situation if they selling the Luna pens. Besides that, it
also helpful to take the long lasting results and brings the new management goals and opportunities.
The information is required for how much time the lawsuit about the legal situational goals. All this
information also very required and important to estimate the time or process will this case will be
taken (Tripathy, 2018). All this information or data is the key factors that needs to be taken in order
to meet out the objectives. All this information play the most crucial role in order to get the best
productive outcomes to analyse the goals objectives. Whether the lawsuit will lead to bring positive
and effective solution for DCG, it needs to file against the Global Service company. Overall, it
brings the negative impact on the other party. All collected information is beneficial to file the case
against the culprit party. Overall, this helps to settling the Luna matter and get the resolution for
both the parties. Besides, Eric fully tries to negotiate with the global service and Feng for having
co-operative solution and soft stand (Vasilopoulos and et.al., 2018).
CONCLUSION
From the above report it can be concluded that company should have adequate and proper
communication skills and flow in the workplace for betterment of both the company and its
employees as a whole. If the company is having good communication skills, it will be able to

dictate and also will be able to make its employees understand about the business strategies and
plans. The report was based on the case of Luna pens production by Global services company
without knowledge and permission of the real company whose is producing it earlier. On having
information about Luna pens sales and increased demand in the market across the world, the
original company which was producing it earlier, sends a fax message to the owner of the Global
service company. The message is related to the negotiation and against past misuse of the name.
Also, DGG asked for partnership with Global services company. The negotiation strategy made by
Erika related to conflict resolution with the global services can be done by adopting the
compromising method easily and fastly. Compromising style facilitates flexibility to both the parties
in resolving the conflict & is considered as the most suitable technique for this case.

REFERENCES
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Online
Conflict Resolution Methods. 2019. [Online]. Available through:<http://www.more-for-small-
business.com/conflict-resolution-methods.html>.