Consumer Dispute Negotiation

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In many places, consumers can seek redress from merchants and companies, either on-line or in person, through direction negotiations or with the help of a mediator or an ombudsperson, if they are dissatisfied with a service or a product. Sometimes these arrangements are stipulated in purchase agreements or contracts. Small business associations often arrange and sustain these services.

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Role Simulations

Role Simulation
The Consensus Building Institute
Six-party nonscorable negotiation among nonprofit, business, and community representatives regarding the most appropriate methods for fund raising and distributions
Role Simulation
Business and Commercial Dispute Negotiation Role-Play:

Alplaus Supply Company

Duncan MacLaren
Two-party negotiation between a company field representative and a large corporate customer over a possible product return
Role Simulation
Business and Commercial Dispute Negotiation Role-Play:

Bentley Convertible

Roger Fisher and Bruce Patton
Two-party distributive negotiation over the sale of a rare automobile
Role Simulation
Consumer Dispute Negotiation Role-Play:

Blender, The

Bruce Patton
Two-party, single-issue negotiation between a customer and a department store clerk about the return of a defective blender
Role Simulation
Mediation Role-Play:

Broken Benches

Author(s): Marjorie Corman Aaron and JAMS/Endispute
Four-person mediation and/or arbitration of a personal injury claim, among plaintiff, plaintiff's lawyer, and counsel for defendant's insurance company; arbitrator roles include possible plaintiff or defense bias
Role Simulation
Pat Aaron
Three-person mediated small-claims dispute between a dry cleaning business and a customer over compensation for torn shirts
Role Simulation
Law / Courts Negotiation Role-Play:

Eazy's GarageTwo-party (lawyers only) version

Bruce Patton
Two-party negotiation between lawyers for an auto mechanic and a customer over a disputed auto repair bill
Role Simulation
Consumer Dispute Negotiation Role-Play:

Eazy's GarageFour-party (lawyers & clients) version

Bruce Patton (adapted by Sheila Heen)
Four-party, two-stage negotiation between an auto mechanic and a client and their respective attorneys over a disputed repair bill; first stage involves lawyer-client interviews and second stage involves negotiation
Role Simulation
Law / Courts Negotiation Role-Play:

Gator v. City of Quincy

Karen Falkenstein Green
Three-person small-claims mediation between a motorist and a city attorney regarding liability for damage to the motorist's automobile due to a pothole
Role Simulation
Business and Commercial Dispute Negotiation Role-Play:

Least-Cost Planning Exercise

Clinton Andrews and Lavinia Hall
Six-party, multi-issue mediation among electric utilities, consumer interests, environmentalists, and mediator with technical expertise, over the best way to meet increased demands for electricity
Role Simulation
International Relations Negotiation Role-Play:

McMillin - SOS

Harvard Law School Board of Student Advisors, with refinements by Guhan Subramanian and Melissa Manwaring
Two-team, multi-issue negotiation between representatives of a restaurant conglomerate and a neighborhood organization over zoning requirements for a possible fast-food restaurant in a historic university neighborhood
Role Simulation
International Relations Negotiation Role-Play:

Monroe Energy Assistance Game I

Allan Morgan and Lawrence Susskind
Six-party, four-issue negotiation among representatives of consumer groups, political leaders, and public utilities to develop a statewide energy assistance plan for low-income residents
Videos and Audio, Role Simulation
International Relations Negotiation Role-Play:

National Energy Policy Simulation

Eric Jay Dolin, Daniel Greenberg and Lawrence Susskind
Highly complex multi-party, multi-issue negotiation among political, industry, environmental, and consumer leaders and lobbyists to develop a detailed proposal to reduce U.S. vulnerability to changes in energy prices and supply
Role Simulation
International Relations Negotiation Role-Play:

Onembo and Benjamin Rug Co. v. Runyon and Lebeau

Karen Falkenstein Green
Three-person small claims court mediation between a rug company owner and a customer over the return of a made-to-order rug
Role Simulation
Consumer Dispute Negotiation Role-Play:

Rosenberg v. Lincoln Landscaping

Pat Aaron
Three-person small claims mediation between a landscaping company and its client over a disputed bill and quality of service
Role Simulation
International Relations Negotiation Role-Play:

Smithfield v. Rudfurd's Home Repairs

Pat Aaron
Three-person small claims mediation between a homeowner and repair company regarding unfinished roof repair
Role Simulation
Consumer Dispute Negotiation Role-Play:

Software Return

Bruce Patton
Two-party negotiation between a customer and a returns clerk about the return of a defective software package
Role Simulation
Health / Medicine / Pharmaceutical Negotiation Role-Play:

Teflex Products

Lawrence Susskind and James Lawrence
Five-party, multi-issue negotiation among representatives of a pharmaceutical company, a medical drug manufacturer, and three consumer organizations over the delayed release of a new drug

Video and Audio

original
Videos and Audio

Robert H. Mnookin and Susan Hackley

An illustration of interviewing and listening techniques appropriate for lawyer-client interviews, featuring Harvard Law School Professor Robert Mnookin
original
Videos and Audio

Marjorie Corman Aaron and Dwight Golann

An unscripted, realistic demonstration of the mediation of a commercial legal dispute
Videos and Audio, Role Simulation
International Relations Negotiation Role-Play:

National Energy Policy Simulation

Eric Jay Dolin, Daniel Greenberg and Lawrence Susskind
Highly complex multi-party, multi-issue negotiation among political, industry, environmental, and consumer leaders and lobbyists to develop a detailed proposal to reduce U.S. vulnerability to changes in energy prices and supply

Books

original
Book

Iris Bohnet

A "game-changer" that demonstrates how research is addressing gender bias, improving lives and performance.

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