NEGOTIATION AND CONFLICT MANAGEMENT IN HEALTHCARE
June 9-12, 2007
Time Topic
Saturday Welcome and Introductions
Negotiation & Conflict Learning Objectives
♦ interest based negotiations
♦ the role of power in negotiations
♦ strategies for dealing with difficult behavior
Importance of Negotiation and Conflict
Management Skills
Role of Conflict in Healthcare Organizations
♦ functions and dysfunctions
♦ personal behavior in conflict situations
♦ personal bargaining inventory
The Role and Method of Integrative Negotiations
♦ alternatives to negotiations: power and rights
♦ separating the person from the problem
♦ focus on interests
Preparing for Negotiations
♦ identify each party’s interests
♦ BATNA and WATNA
♦ prepare proposals and arguments
CME Learning Objective: I am better able to use
integrative negotiations to manage conflict in a
healthcare organization.
* Included in pre-course readings.
Articles, Cases and Exercises Faculty
R. Lewicki, Essentials of Negotiation, 4th edition,
McGraw-Hill Irwin: *
♦ Ch. 1, “The Nature of Negotiation”
♦ Ch. 2, “Strategy and Tactics of Distributive
Bargaining”
♦ Ch. 3, Strategy and Tactics of Integrative
Negotiation”
♦ Ch. 9, “Relationships in Negotiation” Marie Chevrier, PhD
David Winter, MD, MSc
L. Thompson, The Mind and Heart of the Negotiator, John McCracken, PhD
3rd edition, Prentice Hall, Chapter 6, “Establishing
Trust and Building a Relationship.”
M. Williams, “Don’t Avoid Conflicts—Manage
Them,” Harvard Management Update, 1997.
Exercises:
♦ Personal Bargaining Inventory
♦ The Alpha Project
♦ Oil Pricing Exercise
Video: R. Cialdini, “The Power of Persuasion”
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 NEGOTIATION AND CONFLICT MANAGEMENT IN HEALTHCARE
June 9-12, 2007
Time Topic Articles, Cases and Exercises Faculty

Sunday Practicing the Art and Process of Negotiation
♦ identifying interests
♦ making and evaluating proposals
♦ reaching agreement
♦ discuss sequentially, decide holistically
R. Lewicki, Essentials of Negotiation, 4th edition,
McGraw-Hill Irwin *:
♦ Ch. 4, “Negotiation, Strategy and Planning”
♦ Ch. 7, “Finding and Using Negotiating Power”

Jean Poitras, Robert E. Bowen “A Framework for

Role of Power in Negotiations Understanding Consensus-Building Initiation”
♦ traditional and non-traditional sources of Negotiation Journal. Vol. 18 No.3, July, 2002 pp. Marie Chevrier, PhD
power 211-232. David Winter, MD, MSc
♦ power imbalances John McCracken, PhD
♦ how the weaker party gets what it wants A. Tenbrunsel, “Are You too Powerful for Your
Own Good,” Negotiation Newsletter, Harvard
Business School, 2005.

L. Thompson, The Mind and Heart of the Negotiator,

3rd edition, Prentice Hall, Chapter 7, “Power,
Persuasion and Ethics.”

Role Plays and Exercises:

♦ Town of Tamarack
♦ The Power Exercise
CME Learning Objective: I am better able to
identify the sources of power in a negotiation and
how to use them.

* Included in pre-course readings.

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 NEGOTIATION AND CONFLICT MANAGEMENT IN HEALTHCARE
June 9-12, 2007
Time Topic Articles, Cases and Exercises Faculty

Monday Dealing with Difficult People R. Lewicki, Essentials of Negotiation, 4th edition,
♦ handling emotions: our own and other’s McGraw-Hill Irwin: *
♦ consequences versus threats ♦ Ch. 8, “Ethics in Negotiation.”
♦ the science of persuasion ♦ Ch. 10, “Multiple Parties and Teams”

Ethics in Negotiations Jonathan R. Cohen “The Ethics of Respect in Marie Chevrier, PhD
Negotiations” Negotiation Journal, April, 2002. John McCracken, PhD
Complex Negotiations
♦ levels of complexity Recommended Reading: W. Ury, Getting Past No,
♦ process differences Bantam Books, 1993.
♦ managing group dynamics

Role Plays and Exercises:

♦ Blown Apart: A Bitter Battle Between an
CME Learning Objectives: Insurer and Doctors
♦ The Hospital Committee
I am better prepared to identify interests and deal
effectively with difficult people in negotiations and
conflict situations.

I am better able to use principled negotiations to

resolve contentious patient care issues in a fair and
ethical manner.

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 NEGOTIATION AND CONFLICT MANAGEMENT IN HEALTHCARE
June 9-12, 2007
Time Topic Articles, Cases and Exercises Faculty

Tuesday Third Party Intervention (Mediation) R. Lewicki, Essentials of Negotiation, 4th edition,
♦ formal intervention McGraw-Hill Irwin, Ch. 12, “Best Practices in
♦ manager intervention Negotiations”*
♦ peer intervention

R. Lewicki, Negotiation, 5th edition, McGraw-Hill Marie Chevrier, PhD

Graded Exercise: Multi-Party Negotiation
Review of Lessons Learned
CME Learning Objective: I am better able to
judge when and how to use informal mediation
to manage conflicts
Irwin, Ch. 19, “Managing Difficult Negotiations: David Winter, MD, MSc
Third Party Approaches.” John McCracken, PhD
C. Liebman, “A Mediation Skills Model to Manage
Disclosure of Errors and Adverse Events to
Patients,” Health Affairs, July/August 2004.
Case: Blueville Health Foundation