AuraCall, Inc.: Negotiating a Dispute Resolution Process Simulation
In R. Lewicki, D. Saunders, & B. Barry (eds.), Negotiation: Readings, exercises & cases (6th ed.) Burr Ridge, IL: McGraw-Hill/Irwin (2009)
12 Pages Posted: 2 Mar 2014 Last revised: 13 Sep 2016
Date Written: 2009
The AuraCall simulation is a tool for teaching two subjects, and the relationships between them: alternative dispute resolution (ADR) process choice and design, and negotiation regarding this issue. Designed for to be used at the intermediate level, it sets participants into the role of disputants, who must set their main conflict aside momentarily in order to decide what the best dispute resolution process would be for settling it.
In the simulation, a telecommunications company has retained an instructional design expert to create an online training course for its call center staff. Despite a good start, the parties are now disappointed with each other, and each is angry that the other did not keep to the agreement. Unable to come to agreement on their own, they initiate a discussion regarding the dispute resolution process best suited to settle the issue – only to realize that they have different preferences on this issue, with each party leaning towards a different type of ADR process. Only by using their negotiation skills will parties be able to reach agreement on process choice.
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