04. How to Arrive at a Collaborative Solution to a Conflict (Part 4)
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1. Question
100 point(s)Which of the six markers that lead to a best possible negotiated agreement can be observed in the conversation excerpt below?
(Please note that you must choose all possible correct options to earn the points for this quiz. Missing out any correct option, or choosing any incorrect option will lead to you not earning any points on the quiz.)
Customer: This is very disappointing. Now I honestly regret being with you for so many years. After all we’ve been through, if I’m being treated like a common villager…I don’t know what to say.
Service Provider: Sir, I’m really sorry if that’s how we made you feel. Not what we wanted at all. I assure you that your business and patronage is every bit appreciated. And I understand your annoyance. You have been with us for a long time and have a record with us. And we’re still not able to give you the credit limit increase that you want on your credit card, so you have good reason to feel the way you do.
Service Provider: Sir, what we really want to do is find a way to help you. We understand you’ve come to us in a time of need, so as far as we can help it, we don’t want you to have to run elsewhere from pillar to post to get help.
Customer: Thank you. I’m sorry I yelled earlier.
Service Provider: Don’t worry about it, Sir. Now, as we mentioned, basis your financial records and credit history, we can’t increase your credit limit to 5 lakhs like you’re asking for. What we don’t want is to create unnecessary legal complications that will definitely result if we make exceptions here. It will expose us to audit findings and will get us into trouble.
Customer: Okay. So then what do I do?
Service Provider: If I may ask, why you seeking a specific limit increase of 5 lakhs?
Customer: Yes. I have additional expenses coming up. There are multiple family obligations headed my way, and I want to be able to revolve my expenses on credit. I do not have liquid cash to use, and I don’t want to break my FDs. You have been my bank of preference all along; I don’t know who else to approach.
Service Provider: I see. (thinks for a bit) Hmmm…let’s see. There might be a way for both of us to satisfy our concerns. Basis documentation received from you, our records indicate that we can increase your credit limit to 4 lakhs at the most. That leaves us with a deficit of Rs 1 lakh.
Service provider (Continues): Tell me, Sir. Do you have any investments in equities and stocks?
Customer: Yes. But I don’t want to sell.
Service Provider: You don’t have to. We have a finance scheme available where we could loan you money against equities and shares. You can stay invested, and the bank wouldn’t be doing anything illegal. How much is your portfolio worth?
Customer: About 1.5 lakhs totally, I think.
Service Provider: That might work. Here’s what I’ll do. I’ll make arrangements to get your credit limit increased upto 4 lakhs, as per your eligibility. I’ll need to see paperwork on your stock portfolio. If all goes well, we’ll be able to get you the additional Rs. 1 lakh within the week. Does that work for you?
Customer: Yes!
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