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It is a dialogue intended to resolve disputes, to produce an agreement upon courses of action, to bargain for individual or to craft outcomes to satisfy various interests. Primary method of alternative dispute resolution. Occurs in business, non-profit organizations, government branches, legal proceedings, among nations and in personal situations such as marriage, parenting, and everyday life.
Negotiation: Process of bargaining with one more parties at arrive at solution acceptable to all Two types of negotiation:
Distributive when two parties with opposing goals compete over set value Integrative when two groups integrate interests, create value, invest in the agreement (win-win scenario)
Negotiating Styles
2.
3. 4. 5.
Planning Interpersonal relationship building Exchange of task related information Persuasion Agreement
Negotiation Tactics
Preparation
Negotiation Communication
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NITB
6.
Not doing your homework. Neglecting the other sides problem. Letting positions drive out interests. Letting the numbers bulldoze other interests. Neglecting BATNAs. Failing to correct for skewed vision.
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2.
3.
4.
5.
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Be as flexible as possible
Clarify your terms Dont assume anything Be encouraging at all times Engage in brainstorming Show concern for your counterpart
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NITB
Poor communications Hardball attitudes / inflexibility Unable to build a deal that has value for both parties Negotiating with the wrong people Unrealistic demands / expectations Lack of trust
NITB
You must Consistently Communicate that you are Competent and that you truly Care about your counterpart
C
o n c e r n
Affection
TRUST
Respect
Distrust
Competence
NITB
3.
4. 5. 6.
Emotion in Negotiation
Positive affect in negotiation: People in a positive mood have more confidence. Higher tendencies to plan to use a cooperative strategy. Use less aggressive tactics. Negative affect in negotiation : Anger is the primary emotion. Angry negotiators plan to use competitive strategies . Cooperate less. Anger disrupts the process by reducing the level of trust. Pay less attention to opponents interests . Achieve lower joint gains.
PRAGMATICS
CHARACTERISTICS:
Win - lose approach. Orientated towards time management and business. DECISIONS made QUICKLY, based on FACTS. Practical and take charge.
Wants to win, even if it means that someone has to lose. Dominates and threatens people.
COMMON EXPRESSIONS :
"This isn't a religion, it's a business." "The bottom line. "How will this effect our claim and the results?
WAYS OF DEALING :
Don't waste time with small talk. Don't overload with information. Be genuine and don't be overly enthusiastic. Use "Tit for Tat" approach. Be prepared for fast decisions based on the facts.
EXTROVERTS
CHARACTERISTICS : Want to influence. Are personable and enthusiastic in orientation. Like informality, warmth, friendless, openness. Short attention-span, not organized. DECISIONS made QUICKLY, based on EMOTIONS.
WHAT THEY WANT? Wants to get excited about the issues. Loses perspective, ignores others. Less sensitive to what is happening around them.
COMMON EXPRESIONS :
"This is great news." "Fantastic! "We can really do things with this.
WAYS OF DEALING :
Get them excited with an enthusiastic picture of the benefits to them. Talk about their hobbies and interests outside of the work environment. Tell stories. Personalize the process. Expect fast decisions based on emotions and level of excitement about the issue or project.
CHARACTERISTICS:
AMIABLES
Want to reach peace and agreement. Avoid conflict. Do not like change, pressure or feeling forced into decisions. Do not like to force opinions on others. Need time to think matters through, long attention span. DECISIONS made SLOWLY based on EMOTIONS.
WHAT THEY WANT ? Wants everyone to be happy. Develops relationships. Accepts losses and gives in too easily.
COMMON EXPRESSIONS :
"We have to think about the impact on the people." "I don't want to offend or upset people." "What about loyalty?
WAYS OF DEALING :
Go slowly, develop trust. Show that you really care about them and the "fairness" of the process. Be careful not to offend. Don't use high pressure tactics. Expect slow decisions based on working things through and comfort level with you.
ANALYTICS
CHARACTERISTICS : Executive approach, wants to bring about order. Orientated towards facts. Curious, soaks up information, fascinated by analysis, very precise. Loves gadgets. DECISIONS made SLOWLY based on FACTS. WHAT THEY WANT ? Wants all the facts to make a decision. Rigid organization and detached from other aspects of the process. Wants to win but based on principles and facts.
COMMON EXPRESSIONS :
"I need all the information you can get." "I need to think about this. "I don't want to jump into this, let's prepare an in-depth report.
WAYS OF DEALING :
Be accurate. Give information and go into as much detail as you can. Build rapport by talking about their interests. Expect slow decisions based on accumulating and analyzing of all data.
Conclusion
Every person usually has all types of personality style, but one style in dominance.
One should learn from a chameleon who changes its color according to the situation.
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Negotiation Styles
Compromising
Uses Cooperation Concedes minor objectives Divides needs to satisfy both parties Mutually exclusive objectives
Negotiation Styles
Accommodating
Relationship over objectives Sacrifice now / gain later Dont use on key issues Dont use if other party is lying
Negotiation Styles
Collaborative
Working together win/win Time-consuming
Problem solving / brainstorming
Negotiation Styles
Competing
Aggressive style win/lose Intimidation / threats / hostility
Use if you need a quick decision
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Tactics
Delay
Time pressure
Stonewalling
Bad temper Split the difference Good guy / Bad guy
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Challenging Conversations
How to handle difficult, emotional, stressful, angry and confrontational conversations
NITB
The Evil People What is your purpose? WS Is it important to you? You can only fix you This takes practice and work
NITB
NITB
engaged You have contributed to building a higher level of trust You get the results you were after
NO
Facts Truth Reality Logic
STORY
EMOTION
SILENCE
Masking Avoiding Withdraw
Effective Communication
VIOLENCE
Threats Name Calling Globals
really happened? How did it really make me feel? What do I guess they intended?
I - statements
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Reflection
Relationship is top priority Sincere effort to understand Active listening
I can see that you are upset and you feel like there is a lot of pressure on you. You mentioned that you are working on eight different projects, including the annual budget. That is very challenging. I can understand that you feel stressed.
I - statements
Relationship is important Build understanding by sharing Non-judgmental
I feel uncomfortable when you throw files down on my desk and raise your voice.
Diplomatic Disagreement
Reach understanding in a gentle way Mutual understanding Disagree agreeably Preserve relationship in conflict
I appreciate your position and realize you feel it will improve productivity. I believe we should wait until we get the new computers and make sure the software is compatible.
Gentle Confrontation
Build relationship / change behavior Validate / direct Non-threatening tentative Show concern and understanding
I know you think the Tampa project is a waste of time. I understand your feelings and appreciate that it may not seem like a top priority to you. Tom, you are one of the key people on our team, however, I feel frustrated when you agree to deadlines on that project and then turn work in days late. I am trying to manage all of our projects well, and this situation is causing me a lot of stress and extra work. If you continue to delay the project, it may mean that we dont meet our quarterly goals and we will all lose our chance for bonus.
Firm Confrontation
Focus on changing behavior Maintain / preserve relationship Desire a firm resolution Clear consequences for noncompliance
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GAP
Ideal You
Response
Not the person you are now, but the person you want to become!
Realize you are telling a story it is not the truth You create your own emotions you make yourself mad Identify and manage emotions express them rationally Use the Gap act like the Ideal You Use I statements assertive not aggressive Ask good questions listen and summarize What is your purpose?
What do I want? What do I not want? What do I want from the relationship? Am I acting in a way that will get me that?