subject : negotiation and conflict management please answer to section A and B

SECTION A (20 MARKS) There are THREE (3) questions in this section. Answer ALL questions in the Answer Booklet. 1. a) b) Assume that you were to market one of your favourite products. Discuss the THREE (3) things that you would sure to include to persuade the buyers. (3 Marks) There are three theoretical frameworks that underpin persuasion such as in question 1 (a). Briefly explain ONE (1) of the theories. (2 Marks) (Total: 5 Marks) 2. Dealing with family in a business setting is more difficult because of the lines between business and family become blurred. Describe TWO (2) of these challenges and develop a plan for addressing them. (5 Marks) 3. Global negotiations are admittedly complex and uncertain. Therefore, planning is crucial to the process. Imagine that your employer has asked you to handle a contract negotiation with a coffee supplier from a country in South America, Discuss the steps to take in order to ensure a successful cross-cultural negotiation. (10 Marks) Mini Case study 1 International Gas Services (IGS) Donna has recently begun handling the affairs for her ninety-year-old aunt who has Alzheimer's disease and is on a fixed income. As Donna was paying the bills for her aunt, she discovered that auntie was getting her natural gas for heating her home through IGS, a third party provider, and paying 46% more per cubic foot than the regular utility provider was currently charging. Donna was outraged that the company was still charging such exorbitant rates when gas prices had fallen over the last couple of years. She called to cancel the third-party arrangement and ask for a credit for the difference in rates for the current bill. She explained the situation to the customer service representative who said IGS can't give credit, but suggested she speaks to a supervisor. When Donna spoke with the supervisor, Mike, he said it was up to the customer to check the rates because IGS does not give credit and the auntie had a contract so there was nothing he could do. Donna explained that since her aunt has Alzheimer's, she wouldn't have understood what she was agreeing to and certainly wouldn't be able to stay on top of current rates for natural gas. Mike said he was sorry, but there was nothing he could do. Donna, then calmly told him that she was going to write letters to the state attorney general and the public utility commission, as well as letters to the edition of every major newspaper in state exposing how is operates and warning people to check their bills, Mike asked that she hold off on the letter writing until he could check and see if there was anything that he could do. He said he would call her back with an answer within twenty-four hours. Within that time period, he called her back saying IGS would be issuing a refund check for the difference of $263.34 within four to six weeks. Donna was happy with the refund but wondered if she should still write a letter to the editor to war others that they should check their utility bills. Questions 1. Describe the distributive tactics used by Donna and Mike. (3 Marks) 2. Discuss whether the use of distributive tactics are appropriate in this situation. (4 Marks) 3. Suggest TWO (2) other alternatives that Donna could have done to keep from threatening IGS to publicize the situation. (8 Marks)