When you finish studying the material in this chapter, you should be able to:

• Explain the concept of mutuality of interest.
• Name at least three ‘soft’ and two ‘hard’ influence tactics, and summarise the practical lessons from influence research.
• Identify and briefly describe French and Raven’s five bases of power, and discuss the responsible use of power.
• Explain why delegation is the highest form of empowerment, and discuss the link with delegation, trust and personal initiative.
• Define organisational politics, and how it is triggered.
• Distinguish between favourable and unfavourable impression management tactics.
• Explain how to manage organisational politics.
• Define the term conflict, distinguish between functional and dysfunctional conflict, and identify three desired conflict outcomes.
• Explain how professionals can stimulate functional conflict, and identify the five conflict-handling styles.
• Explain the difference between distributive and integrative negotiation, and discuss the concept of added-value negotiation