Email Negotiation Simulation: AuraCall (Origin)

11 Pages Posted:

See all articles by Noam Ebner

Noam Ebner

Creighton University Graduate School - Department of Interdisciplinary Studies

Date Written: 2020

Abstract

A telecommunication company’s customer service center requires negotiation training in order to improve their handling of internal conflict and conflict with angry customers. The center’s manager has reached out to an expert in online training course design, to negotiate the price and terms of providing such a course. The negotiation takes place via email.

This document includes the simulation’s role information as well as a Teaching Guide detailing its setup conduct, and debriefing.

A version of this simulation adapted for negotiation via videoconferencing can be found at https://papers.ssrn.com/sol3/papers.cfm?abstract_id=3560558

This simulation is designated as AuraCall (Origin) to distinguish it from AuraCall, Inc., a different simulation which is referenced below. The two simulations can be used independently, but they are designed to work well when used sequentially. In the first, AuraCall (Origin), parties negotiate a deal for the design and provision of an online course. In the follow on, AuraCall, Inc., the original deal parties negotiated has gone sour. Displeased with each other’s performance, parties now have conflicting claims against each other; the purpose of this follow-on interaction is to negotiate a suitable dispute resolution process for the conflict between them.
See Ebner, N. 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). Available at https://papers.ssrn.com/sol3/papers.cfm?abstract_id=2403173

Keywords: negotiation, simulation, roleplay, video, videoconference, videoconferencing, experiential learning, technology, ADR, online, distance, pedagogy, experiential

Suggested Citation

Ebner, Noam, Email Negotiation Simulation: AuraCall (Origin) (2020). Available at SSRN: https://ssrn.com/abstract=

Noam Ebner (Contact Author)

Creighton University Graduate School - Department of Interdisciplinary Studies ( email )

2500 California Plaza
Omaha, NE 68178
United States

Here is the Coronavirus
related research on SSRN

Paper statistics

Downloads
17
Abstract Views
69
PlumX Metrics