Communication and Negotiation Skills Report: Luna Pens Case Study

This report provides an in-depth analysis of the 'Luna Pen Puzzle' case, focusing on the communication and negotiation skills employed by Erika Graeper. The executive summary outlines the importance of effective communication in resolving business conflicts, specifically addressing the misuse of the Luna Pen name by Global Services and Alven Feng. The report details Graeper's strategies, including outlining the issue of back payments, preparing for a meeting with Feng, and exploring conflict resolution methods and management styles. It examines the distributive negotiation approach and the competing conflict management style chosen by Graeper. The report also identifies the need for further information before contacting Feng and suggests ways to obtain it. The core of the report revolves around the negotiation process, the potential for a partnership between DGG and Global Service, and the actions taken to resolve the issue of unauthorized product sales and trademark violations. The report concludes by highlighting the significance of communication and negotiation skills in achieving successful outcomes in complex business scenarios and includes references to support the analysis.

Communication
And
Negotiation Skills

EXECUTIVE SUMMARY
Communication skills is important and crucial for having an effective negotiation skill.
Coming across with credibility and confidence is required and acts as an essential part of subtle
mix of knowledge and skills that are required for getting success in the the complex business
world. The report will explain about the correct approaches taken by Erika Graeper in order to
negotiate with the Alven Feng. Erika Greaper is the one who is responsible for resolving the
Luna Pens Puzzle. The report will explain in detail about the role of Erika Graeper and Alven
Feng in the case scenario and also the actions taken against the Global services and Alven Feng.
Report will describe in detail about the conflict management style and conflict resolutions
methods taken by the Erika for resolving the Luna Pen Puzzle.

Table of Contents
EXECUTIVE SUMMARY.............................................................................................................2
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
1. Outlining the raising the issue of back payments for past misuse of the name possible
licence or sale for future use...................................................................................................1
4. Preparing the fax to inform Feng about the meeting in Taipei next week. .......................3
SITUATION 2.................................................................................................................................5
1. Conflict Resolution Method and reason for preferring it...................................................5
2. Conflict Management Style and reason for choosing it.....................................................7
3. Further information needed before contacting Alven Feng and ways for obtaining it....10
CONCLUSION..............................................................................................................................11
References......................................................................................................................................12

INTRODUCTION
The ability for listening accurately and in understandable manner and asking right
questions at the correct time helps in maintaining the meaningful and effective communication
within the business environment (Wallensteen, 2018). Different situations happens in business
that requires person to take some crucial actions and also requires effective conflict management,
negotiation and communication skills. For having an effective conflict management and effective
negotiation skill, effective communication skills are required. The case scenario is being
provided which explains about the Luna Pen Puzzle which is being resolved by the effective
efforts of Erika Graeper and she is the one who on her new position works with various Asian
suppliers of company who produces printer cartridges, diskettes and other products on which
DGG puts its label.
Erika Graeper has prepared certain options for negotiating and communicating with the
managing director Alven Feng who is said to be the rule of enterprise Global Services. The case
scenario describes about the importance of having effective communication and negotiation
skills in the professional context. Various optional approaches are being identified in the case
study, from which one will be selected and worked upon in the report. The report also explains
about the conflict resolution method which can be taken by the DGG company against Global
Services and Alven Feng. The explaination of conflict management style which will be adapted
by Erika Graeper is also given. Further the report explains about the more information which can
be needed before contacting with Alven Feng and how Erika can realistically obtain the same.
MAIN BODY
1. Outlining the raising the issue of back payments for past misuse of the name possible licence
or sale for future use.
To,
AlvenFeng
Subject: Requesting a meeting
In order to misconduct the business and using business name for selling the Luna pens without
the consideration of DCG, is the wrong business activity which is performed by Global Service
(Schneider and Lewicki, 2016). To resolve the issue, I would like to approach Alven Fend to
negotiate the case for the best output for both the parties. According to the case the best
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negotiation theory would be taking that discusses the nature of conflict and then negotiate the
best consideration amount. As per the case fact it has been concluded that, Erika Graeper is the
person who firstly got know that Global service company sells Luna pens without the
consideration of DCG. Luna Pens was the most popular product in the country for which
people highly demanding. But on the same side, when Erica got know by Armstrong that Alven
Freng was the person who sales Luna Pens behalf of Global Service. So on the basis of this case
scenario. This meeting is conducted to resolve all those issues with Global Service Company.
Erica rises the issue for past payments which going to be misused by the Global Service. Erica
also claim to Global Service for using the company product without the knowledge of DCG
company. This case must be solved by the negotiation approach of Distributive negotiation or
win-lose approach (Ingerson, DeTienne and Liljenquist, 2015). This approach also known as
zero sum, or claiming value approach. In this approach one seek to gain and advantage through
concealing information, misleading or using manipulative actions. Under this negotiation style
Global Service should take all the obligations and should pay the profit they earned before and
issue licensee to use the product or sale the product in the future. This negotiation approach is
the best way to resolve the conflict (Jeong, 2016). Overall, victim party should have right to
claim money for misuse of the name.
For negotiating the process and discussion among the parties to reach to an alternative solution.
For that, communication is the significant element. The main purpose of this distributive
negotiation approach is to get the most value. This process of negotiation can be
communicating with two mediums verbal communication and non-verbal communication
process. Verbal communication can help to define the effective results and growth. In other
words, the best communication style could be different in that Feng will only negotiate with the
execute of the company, not an employee.
This totally done wrong by Global Service to sell the product without the permission of DCG.
Erica also claim the company regarding licensee that if they want to sell Luna Pens so they
should take or purchase licensee from the DCG. This is the whole negotiation wants to done by
the DCG company in order to get the full claim because it reduces the global image of DCG and
give the negative impressions on the company stakeholders. This is the reason why they claim
for the negotiation process (Dunford and et.al., 2017). This bring less effective results on the
company goals and objectives. Apart from that, Erica also wants to take some action against the
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company intellectual property which is not secure, because DCG company claims that licensing
should be very much necessary if Global Service Company wants to sell the product in the
future. The reason behind intellectual property law deals with the rules for securing and
enforcing legal rights to inventions. Erica also wants to select the best approach of conflict
management to resolve the issue. She selects the competing approach to take the immediate
decision needs to be made or to resolve an unpopular issue. Competing style can be
appropriately used when the goal is quick action. Overall, the main purpose of the meeting is to
find out the best outcome and results for the results. On the other side, Erica also raise the issue
on the behalf of DCG. Erica just want to solve this issue with the good interest without letting
other party down. Overall, negotiation process and adopting the conflict management style
helps to resolve the conflict issue into the best approachable manner with Alven Freng. So this
is the least likely approach that taken by the Erica to just windup the losses which faced by the
DCG company (Lægreid and Rykkja 2018). Negotiation is the best way to recover the damages
for past trademark violations, negotiate settlement with Fend in respect to prior royalties and
right to future sales because DCG does not have time to take this case into long terms manner,
they want final and fast settlement. On the other hand, Erica also taking action against the
company towards the use of unauthorized Luna name and destroyed the reputation of Global
Service Company.
All the action taken by the DCG is the mandatory for Global Service to follow and settle the
whole situation. As per the legal term Global Service Company illegal which can be charge by
government punishments. The main purpose is to resolve the conflicts among both the parties.
4. Preparing the fax to inform Feng about the meeting in Taipei next week.
To,
Alven Feng
Hello,
Hi! Feng myself Erica representative from DCG company, I got to know by the third person that
Global service company sells Luna Pens which is totally inappropriate or illegal. I want to have
words with you, next week I will be in Taipei so that will be the best time to talk about this
whole scenario. After go through from this case I choose the best way to get out of this problem
that is partnership. I found out that Demand of Luna Pens are well in far east under the
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marketing strategy of Global service. DCG is interested to make you the partner of the company.
So that, the profit or the company both will going to be in the market as long. In other words,
DCG is ready to form a partnership with Global Service company. In order to resolve the issue in
between the parties’ partnership is the best option to settle down the whole conflict. In order to
get some more information about the concept of partnership so that, both the company can adopt
any of the part of negotiation (DeFleur and DeFleur, 2016). I have introduced some of the types
of partnership such as General Partnership in which all the partners in the business having equal
share of all profit, loss, investment etc. this is beneficial for those parties who are effectively
working task and better result goal oriented process. In other words, limited partnership is the
another effective method that can be adopted in which partners are unequal footing. On one side
is the general partner who manages the business and has the same rights and responsibilities as
the partner in a general one, including joint and several liabilities. On the other side, silent and
limited partner who only contribute money but not get involved in other activities. Overall, I as
per my concern DCG or Global Service should need to acquire General partnership where both
the parties have contributing the same amount of capital and enjoying their own identity and
goals. In other words, it helps to motivate the long effective result oriented goals. Benefits of this
partnership is fewer start-up costs, less paperwork, simplified taxes. But it also consists some
pitfalls such as Joint and several liabilities, Shared management and unattractive to investors
(Waisbord, 2018). This is the last way through both the company can easily regulate business
accordingly. Partnership deal with Global Service is become very fruitful for the company to
regain its share and company profits and goals into more prominent manner. partnership
agreement is effective for the both the company in terms of protecting the company growth. In
this case this is the best way to give the overall solution and make the ineffective outcomes.
Overall, this solution also beneficial for another part which is Global service company. Besides,
this is the best move taken by the Erica to in order to open a cordial conversation with Feng and
Global Service Company and to open up the possibility to form a partnership. Erica just want to
meet Feng in order to make a good deal and expected the good revert from the Feng. Erica Wants
to resolve this whole case with negotiation skills with conflict management approaches. This is
the best following manner to get the best way to improve the targets goals. Erica Presents the
very good deal with Global Service Company to the interest of the company. Overall, it has been
concluded that the meeting will conducted on the next week and then the whole process will be
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discussed for the good results. Besides, Erica make sure that this case is been solved with the
help of conflict management approaches so that both the party get equal amount of interest.
SITUATION 2
1. Conflict Resolution Method and reason for preferring it
In the Luna pen puzzle case, it involves DGG and Global Service companies. In this case,
DGG is planning to resolve the conflicts and come to the negotiation agreement and form some
sort of partnership with the Global Services company (Vasilopoulos and et.al., 2018). In many
business situations, conflicts are inevitable and thus, conflict resolution methods need to be
implemented. There are eight different methods through which conflicts can be resolved
effectively. The conflict resolution methods can be used by Erika for settling the disputes or
conflicts with Alven Fend regarding the misuse of trademark of the Luna Pen. The different
methods of conflict resolution are explained as follows:
 Self-serving fairness interpretations: In this type of conflict resolution, the conflicting
parties interprets about what would be fair for them instead of deciding what can be fair
from the neutrality position. And then preferences are made on the basis of fairness.
 Overconfidence: In the judgement, conflicting parties becomes overconfidence and their
tendency leads to an unrealistic expectations (What is Conflict Resolution, and How Does
It Work, 2019). The conflicting or disputing parties are generally very overconfident
about their winning odds of a lawsuit. For example, an error which can lead the disputing
parties for avoiding a negotiated settlement and that can save money and time for both.
 Conflict avoidance: The conflicting parties may try for tamping the conflicts down as
because they feel that conflicts creates negative emotions and cause distress and
discomfort as well. The conflict parties tend to avoid business or workplace conflicts and
hopes that such feeling will dissipate with time (Tripathy, 2018).
 Mediation: In this method of dispute resolution, disputing parties or disputants focuses
on enlisting a neutral third party who is trained and helps the party for coming to a
consensus. The professional and trained mediator does not imposes a solution but
encourages disputants for exploring their interest which is underlying in their positions
within conflict. The mediator works with both the disputing parties separately and
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together so that he can seek to help them for discovering an effective resolution. This
conflict resolution is generally very non-binding, voluntary and also sustainable.
 Litigation: This method is also called as civil litigation in which plaintiff and defendant
face off before judge and/or jury who focus on weighing various evidences and then
make a ruling. The case information is presented in the trials and hearings. In this
methods, lawyers are the ones who dominate and it often ends with the negotiation
settlement in the pretrial period.
 Arbitration: This conflict resolution methods resembles as a court trial in which a third
neutral party acts and serves as a judge. The third party focus on making an effective
decision to end the conflicts between the disputants. The arbitrator effectively listens to
the evidence and arguments of disputing parties and then he renders a binding and makes
confidential decision. The disputants cannot appeal on the decisions of arbitrator, but,
they can negotiate many aspects and elements of the arbitration process. This also
includes about whether lawyers will be present or not and also about which standards of
evidence can be used in the resolution process.
 Negotiation: This is considered as the best method for resolving conflicts in which
disputants can draw on similar principles of the collaborative negotiations which are used
in dealmaking. In this conflict resolution method, disputants needs to aim at exploring the
interest which underlies parties positions, such as repairing the damaged relationship of
businesses or desire for resolving the conflict without attracting any negative publicity. In
addition to this, disputants needs to determine about the Best Alternative To A
Negotiated Agreement which is referred as BATNA. This determines what disputants can
do if he fails for reaching to an agreement such as finding new partner or lawsuit filing.
The disputants can focus on brainstorming various options and look for trade-offs across
the problem. The disputant can be also comfortable for negotiating a satisfactory outcome
to the conflicts without adding any outside or third party (Staats and et.al., 2018).
Generally, the disputants can focus on having less-formal and less-expensive conflict
resolution method or procedure like mediation and negotiation. In this disputants or conflicting
parties needs not have to make any larger commitments for money and time which is often
demanded in the litigation and arbitration methods.
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In the case scenario, Conflict resolution process is selected by Erika Graeper and Cecil
Armstrong, the president of Queensland Office Supply Ltd. And decided to implement Conflict
resolution process for resolving the Luna Pen Puzzle. Erika Graeper can focus on choosing
effective negotiation method for resolving the conflicts with the Alven Feng. The negotiation
process considers about both parties conditions and needs then, comes up with creative and
effective resolution. Erika can focus also on implementing an effective negotiation process or
method that will help in finding creative option and comprise between both the companies. The
conflict resolution process can be referred as the formal or informal process in which parties are
involved for finding a peaceful resolution for their conflicts and disputes. Erika contacts with
Alven Feng about the discovery of that Luna Pen are still being sold in the markets under the
Global services and their marketing strategy. Doing partnership business with Global Services
and resolving the conflicts would lead to bring many important benefits and advantages in form
of friendly, long-term and profitable relationship.
The negotiation conflict resolution method is chosen as this is the best way for finding an
effective and peaceful resolution for the disagreement between the disputing parties (Singer,
2018). The main purpose for choosing the negotiation method is that it leads to produce a
solution to the problem which is generally agreed by both the disputing parties and it is in favour
of both. Negotiation seems to be the most preferred solution and decision making mechanism
which is chosen for having tailored solutions to the conflicts. Negotiations acts as an important
mechanism to arrive at the agreement that is acceptable by both and helps in resolving the
conflicts in effective and agreeable manner.
2. Conflict Management Style and reason for choosing it
Conflicts or disputes is generally uncomfortable, frustrating in any setting. The conflict
resolution methods are chosen and implemented in order to have peaceful resolution to a
problem and having an agreeable agreement between both the disputing parties. Erika Graeper
focuses on choosing the best conflict management style so that she can make some key decisions
regarding the Luna Pen Puzzle case. In order to have an meaningful and effective negotiation
strategy, Erika needs to select the best conflict management style. The negotiation method is
being chosen by the Erika for resolving the conflicts and the conflict management styles will
help in effectively managing the conflicts.
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Conflict management can be referred as the process through disputes or conflicts can be
handled and also the disagreement between disputing parties can be managed. The main
objective of the conflict management style is to reduce the negative factors or elements which
leads to bring influences on the conflicts. The conflict management style also helps in
encouraging the disputing parties or conflict participants for coming to an agreement. The
successful and effective conflict management leads to bring positive results and mutually
beneficial outcomes which are agreed by both the parties. The different conflict management
styles are:
Accommodating: In this style, self-sacrifice element is present. This style explains that one
accepts the view of other and he also lets view of other to prevail. 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 (Missotten And et.al., 2018). The person who accommodates is
highly co-operative and not assertive. This style works best when peace is valued more than
winning and issue matter more to other party of the dispute. This style is generally adapted by
the ones who puts relationship more valuable than issues, sacrifices own interest and also want to
keep the peace at any cost.
Compromising: This style is chosen and preferred by the persons who tries to find an effective
solution which can partially satisfy both the conflicting parties. The differences are spilt in this
conflict management style and disputing parties agree to meet at halfway. Both the parties
expected and agreed for giving up on something, the compromiser himself expects for
relinquishing something. This style is implemented when cost of dispute is higher or greater as
compared with the cost of losing ground. This style is generally implemented when the
opponents have equal strengths and standstill. The compromising conflict management style is
good and effective when disputing parties need a quick resolution and both agrees for giving up
something. The conflicts can be best resolved and managed by compromise or co-operation (Xu
and et.al., 2018.).
Collaborating: This conflict management style focuses on meeting the needs of all the people
who are involved in the conflict. The people who chooses and implements collaborative style are
highly assertive and aims at co-operating effectively and also acknowledges that all are the
parties are important. This style is generally implemented when there is need for bringing
together the variety of viewpoints so that best solution can be achieved (Menkel-Meadow And
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