Problem solving is when two or more parties encounter a problem and mutually want to reach an agreement. As the parties look for an agreed on solution, they assess different avenues until a mutual solution can be agreed on. First, they must find the underlying cause of the problem in order to identify it. Sellers and buyers can solve almost any problem if they are willing to put aside their personal interest and differences in the interest of seeking a common solution. Just the act of entering into a business transaction together is a motivating force for finding a viable solution to the problem. While each side takes a stance, in most cases, the gap between them is not very wide and can be bridged easily. It’s just a matter of finding common ground between different perceptions. I see it in my interest, he sees it in his interest, the two are not that far apart. Both buyer and seller must agree to view the situation from the same perspective. When this happens, each side will stand to benefit from the transaction. All problems contain their own solution, if the parties involved are willing to accept them.
Consider this example:
A prospective buyer goes to a dealership to purchase a car. The buyer has a particular model in mind and knows what options he wants. The salesman tries to steer the buyer to a more expensive model. The buyer stands firm and demands the salesman give a quote on the model he wants. The salesman agrees but points out the model the buyer wants does not have an extended warranty and has been found to be underpowered. The buyer realises he would be better-off with the other model and the two come to an agreement.
This example would be problem solving. If the disagreement involved price, then it would be a matter of negotiation. In each situation involving conflict and resolve, someone has to concede in order for there to be a solution.
It serves no purpose to take a hard-headed position; always remember, everything and anything can be agreed on. In order to deal with conflict and resolve, you should know the process of negotiation and be able to use a positive, planned approach to overcome conflicting interests of the issue. You must be able to recognise the situation as a problem and be ready to offer a beneficial solution. When problem solving becomes hard or impossible, it is best to review your strategy and offer a tender resolution. Problem solving is no more than finding an answer that benefits everyone.
Negotiation happens when two or more parties who have been in agreement on an issue are confronted with a conflict and begin to seek an alternative resolution. The solutions must bridge the differences between the conflicting parties.
You must listen to the other party. Look for the real cause of the conflict. Many times the announced issue is not the real issue at all. A person may say they don’t like a specific thing when that’s not the issue at all. To get past the issue, simply remove it or replace it with something of greater value.
Learn to listen and consider the other person's point of view.
Donald Yates
FEB MARCH 2012
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