Conflict and Negotiation Assignment - LSE Module 5 Unit 3 Activity

This assignment response addresses a conflict scenario involving a shipment of meat flour with unacceptable water and fat content. The solution includes three questions, with the first two focusing on drafting polite and professional responses to the client's complaint. These responses acknowledge the issue, apologize for the inconvenience, and explain the technical problems faced by the company while assuring that the products delivered met legal standards. The third question outlines the strategies used to convince the clients, emphasizing politeness, acknowledging fault, and offering future quality improvements. The author stresses the importance of clear communication, avoiding vague information, and taking responsibility to maintain a good relationship with the client. The response also includes references to relevant academic sources.

Running Head: Conflict and Negotiation
Conflict and Negotiation
Student Name
University Name
Date

1Conflict and Negotiation
Table of Contents
Table of Contents........................................................................................................................................1
Question 1:..................................................................................................................................................2
Question 2:..................................................................................................................................................2
Question 3:..................................................................................................................................................3
References...................................................................................................................................................5

2Conflict and Negotiation
Question 1:
Dear Sir,
We are extremely sorry for your disappointment regarding the dispute level of water and fat
contents. We are currently facing some technical problems in the production sector and we have
already informed your company about this serious matter. We still somehow manage to provide
the water and fat level in the products within the legally required range as per the guidelines1. We
surely resolve these problems as soon as possible and hope to deliver the products with the
correct level of ingredients in the near future.
Thank you.
Question 2:
Dear Sir,
Thank you for the information that the products were delivered in the right time as expected and
we are extremely sorry for your disappointment because of the high water content and low-fat
content in the delivered products.
We accept our fault and apologize in this regards but there is a valid reason behind these
incidents as we have faced some technical problems in the production section for few days.
But, we have still managed to provide the water and fat level within the legally required range
mentioned in the guidelines. We have already informed your company regarding this matter
1 Sanchayan Sengupta, Daniel Ray, Olivier Trendel & Yves Van Vaerenbergh (2018) The Effects of Apologies for
Service Failures in the Global Online Retail, International Journal of Electronic Commerce, 22:3, 419-
445, DOI: 10.1080/10864415.2018.1462951

3Conflict and Negotiation
before the shipment. We apologize for this unintentional fault and request you to take this matter
with the kind attention. We promise you the service improvement and high-quality product
delivery for the next shipment.
Thank you
(Name)
(Designation)
Question 3:
I have used the same strategies to convince the clients about these unwanted faults made by my
company. It is important to be polite to convince the arrogant clients to ensure them the reason
for the faults because the rude and arrogant reply to the email and the video message may cause
the loss of the good and regular clients of the organization. There is no wrong if we accept our
unintentional faults and promise them to provide better quality products in the future2.
I have also knocked them about the warnings which we have already sent to them before the
delivery to aware them about this matter so that they can consider the reminder and accept their
misunderstanding with us. This may somehow affect positively on the future responses from the
side of the clients3. I try to validate the feelings of the clients with my email and video and
inform them about the necessary steps to be taken regarding this matter to resolve this problem
as soon as possible. I try to be specific when answering the email and video message to
emphasize the issue4.
2 Jeanne Brett and Leigh Thompson, 'Negotiation' (2016) 136 Organizational Behavior and Human Decision
Processes <https://www.sciencedirect.com/science/article/pii/S0749597816303648> accessed 10 July 2019.
3 (Idr.iitkgp.ac.in, 2019) <http://www.idr.iitkgp.ac.in/jspui/bitstream/123456789/8396/1/NB15831_Abstract.pdf>
accessed 10 July 2019.
4 Jeffrey Russell, Wayne Pferdehirt and John Nelson, 'Critical Project Management Skill: Negotiation'
(Wisc.pb.unizin.org, 2019) <https://wisc.pb.unizin.org/technicalpm/chapter/negotiation/> accessed 10 July 2019.

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I try to avoid vague and fake information about the incident in my writing and I have taken the
responsibilities in my own arm without blaming others along with the promise to resolve this
problem as soon as possible.
These strategies will work for sure to convince the clients to ensure future orders of the products
and maintain the relationship by keeping trust on us as before.

5Conflict and Negotiation
References
(Idr.iitkgp.ac.in, 2019)
<http://www.idr.iitkgp.ac.in/jspui/bitstream/123456789/8396/1/NB15831_Abstract.pdf>
accessed 10 July 2019
Brett JL Thompson, 'Negotiation' (2016) 136 Organizational Behavior and Human Decision
Processes <https://www.sciencedirect.com/science/article/pii/S0749597816303648> accessed 10
July 2019
Russell J, W PferdehirtJ Nelson, 'Critical Project Management Skill: Negotiation'
(Wisc.pb.unizin.org, 2019) <https://wisc.pb.unizin.org/technicalpm/chapter/negotiation/>
accessed 10 July 2019
Sanchayan Sengupta, Daniel Ray, Olivier Trendel & Yves Van Vaerenbergh (2018) The Effects
of Apologies for Service Failures in the Global Online Retail, International Journal of Electronic
Commerce, 22:3, 419-445, DOI: 10.1080/10864415.2018.1462951