Contains:
* Module One : Negotiation … an overview.
* Module Two : Successful Negotiation Skills …
* Module Three : Best Practices in Negotiation .
Module One :
Contents :
* What is negotiation? .
* Five approaches to negotiation .
* Phases of negotiation .
* Preparation and planning .
* Doing the deal .
* Looking for non-verbal messages .
* Some tactics for you .
What is Negotiation … ?
Negotiation is a process through which parties .
Move from their initially divergent position to a point where agreement may be reached .
It includes :
* Talks .
* Discussion .
* Bargaining .
* Trading .
* Compromising .
* Conferring .
* Arguing .
* Positioning .
It can fail if parties cannot or will not move .
Five Approaches To Negotiation …
1. Compromise :
* Take an extreme but credible position .
* Use as a last resort .
2. Bargaining :
* Do not indicate you will move quickly from your position .
* Move very slowly … make them work .
* Avoid putting a marker down .
* Get a return for every concession you make .
* Five key approaches to negotiation .
3. Coercion :
* Think before you threaten .
* Use mirrored or emotional threat rather than real ones .
4. Emotion :
* Control your emotions … don't let them control you .
5. Logical Reasoning :
* Careful with nit-picking .
* Get your logic in first .
* Maintain the credibility of your logic .
The Phases of Negotiation …
1. Preparation and planning .
2. Openings :
* Be polite .
* Outline your position (high) .
* Never accept their first offer .
* Avoid markers .
3.Testing / looking for variables / understand their weaknesses :
* Questions .
* Probe facts/inconsistencies .
* Get them worried on back foot .
* Silence … get them talking .
* Challenge .
4. Moving to making concessions :
* Getting maximum movement .
* Positive summary .
* Hypothetical links .
* Put on pressure .
* Emphasize that you have moved .
5. Making concessions :
* When should I do it?
* How much should I give?
* What do I get in return?
6.Conclusion and agreement … finalizing the negotiation :
* Make a final offer with total conviction .
* Watch for closing signals before you move .
* Deadlock is in place … you break it to your advantage .
* Use closing techniques .
* Make sure everybody knows what has been agreed .
Preparing and planning …
* Set your targets .
* Putting a cost on concessions .
* Think about strengths and weaknesses (yours and theirs) .
* Plan the phases .
* Prepare lots of variables/outcomes/opening etc .
* Use wide sources of market intelligence .
* Make sure your team is joined up and clear .
Doing The Deal …
* Listen like mad :
- What is and is not said .
- Active listening .
- Encourage and support .
- Build/test .
- Reflect back and summaries .
* Loads of questions :
- Open .
- Closed .
- Probing .
- Leading .
- Understand their feelings/position .
- Hypothetical questions .
* Hard to get :
- Prepare/prepare/prepare! .
- Know your subject .
- Have the authority .
- Use silence/facial expressions .
- Control meeting .
- Reject inducements .
* Warm :
- Be interested in them/be polite .
- Admit mistakes .
- Be positive .
- Find common ground .
- Respect confidence .
- Show pride in your company .
- Get trained! .
Looking For non-verbal Messages …
* Very powerful … but hard to read .
* It will corroborate what you are hearing or not .
* Look for patterns not isolated gestures .
* Your personal appearance/office/building says a lot .
* Watch for changes … when getting too close .
* Study body language … vital in business and private life .
¾ Non verbal signals :
* Dominance/aggression :
- Hands clasped behind head .
- Legs extended .
- Head well back .
- Ankles crossed .
- Coat is buttoned .
* Open Mindedness :
- Legs uncrossed .
- Front of seat .
- Head raised .
- Knees apart .
* Contemplation :
- Head raised .
- Chin stroking .
- Hand on cheek .
- Pinches bridge of nose .
- Glasses in mouth .
- Glasses removed and cleaned .
* Expectancy :
- Rubs palms together .
- Clicks fingers .
- Sits on edge of chair .
- Hands spread, gripping table .
- Knees apart .
* Cooperation :
- Head inclined to one side .
- Body leans forward .
- Sit next to them .
- Palms of hands open/ up turned .
* Confidence :
- Erect standing or sitting position .
- Plenty of eye contact .
- Leaning back … hands behind head .
- Steeping or pyramiding fingers .
- Feet on desk .
Positive Attitudes :
* Defensive/non acceptance :
- Tightly folded arms .
- Ankles locked .
- Head on chest .
- Twiddles with nose/ears .
- Clenches fist .
- Buttons coat .
* Boredom :
- Drums table with fingers .
- Taps feet .
- Clicks pen .
- Doodles .
- Rest head in hands .
- Blank stare .
* Anxiety/nervousness :
- Clears throat .
- Fidgets in chair .
- Tugs earlobe .
- Hands over mouth when speaking .
- Fingers tie etc .
* Frustration :
- Rubs back of neck .
- Runs fingers through hair .
- Breaks pencil .
- Short breaths .
- Wringing or clenching hands .
- One index finger pointed .
Negative Attitudes
Negotiation Tactics … For You
* Silence .
* Onus transfer .
* Armageddon .
* Messenger .
* Get it wrong .
* Recessing .
* Hypothetical question .
* Deadlines .
* Personal favor .
* PDT .
* Dunce .
* Why .
* Dumbstruck .
* One more thing .
* Full Disclosure .
* Let's go for lunch .
* Divide and rule .
* Salami .
* Cry .
* Pre-emptive strike .
Module Two :
Contents :
* Preparation : Setting goals and limits .
* Communication skills :
- Listening skills .
- Clarity .
- Body language .
* Emotional control .
* Final negotiations – “Closing the deal” A ‘Win / Win’ .
* Application workshop.
Preparation : Setting Goals and Limits …
Preparation Importance :
* Develops a position of strength .
* Understand the issues and potential hidden agendas .
* Know the people/personalities you’ll be negotiating with .
* Establishes a foundation for success and builds confidence .
Preparation Goals :
Set goals with a specific purpose of negotiation in mind :
* Example – Purpose : Fully staff the department by January of next year .
* Example – Goal : Increase wages/benefits to meet or exceed local standards .
Preparation Limits :
Define minimum and maximum limits
* What you’re willing to give up .
* What will cause you to walk away .
* Know that you have other choices .
* Know what those choices are .
* Know your ‘or else’ position .
* Know how to enforce your limits .
Preparation Caution :
* NEVER begin a negotiation .
* Until you are fully prepared! .
Communication Skills …
Active Listening :
Tips to demonstrate active listening:
* Clear away distractions .
* Sit up straight .
* Face the speaker .
* Make eye contact .
* Uncross arms/legs .
* Lean forward .
* “THINK” before you respond…pause, to make certain you understand and are responding to the message delivered .
* Barriers :
- Pre-conceived ideas .
- Defense mechanism (don’t want to hear information) .
- Fatigue .
- Poor listening habits .
- Lack of respect for ideas/people .
- Lack of self confidence .
Clarity :
Tips to clarify information :
* Ask questions to identify key issues and topics .
* Plan questions in advance to narrow issues and topics .
* Tailor questions to the listener using appropriate terminology .
* Follow-up general responses with specific questions .
* Keep responses short and concise .
Tips to present information more clearly :
Present information in a logical format that is easily understood :
- Point to be made: Our wage scale is too low .
- Reason supporting the point: Low wages result in job dissatisfaction and the loss of technologists .
- Example emphasizing the reason: In the past three months, we have lost four technologists to local community hospitals with wages exceeding our top range by $5.25 and have been unsuccessful in recruiting new technologists to fill those vacant positions .
- Summarize the point: Our wage scale is too low .
* Barriers to Clarity :
- Fear of rejection .
- Fear of hurting someone else .
- General distractions/interruptions .
- Sidebar discussions .
- Poor preparation .
- Too busy to be clear .
Body Language :
Body language plays a critical role in communication .
Accurate interpretation of body language is required for successful negotiations Body language is expressed by :
- Eye and facial expressions .
- Arm and hand positions .
- Leg and foot positions .
- Posture and body position .
Body language signaling receptive communication :
- Direct eye contact .
- Body position relaxed – arms and legs uncrossed .
- Alert and smiling facial expression .
- Movement of head to indicate interest (nodding in agreement or tilting with interest) .
- Attentive posture or slightly leaning forward .
Body language signaling barrier to communication :
- Slouched posture indicating boredom or lack of interest
- Lack of eye contact .
- Body position tense, crossed arms and legs .
- Neutral or frowning facial expression .
- Movement of head in a distracted manner (turning away) .
Emotional Control …
Emotional Control = Emotional Distance
- Understand your personal strengths and weaknesses .
- Identify your ‘hot buttons’ and know how to control them .
- Call for a ‘time-out’ whenever necessary to maintain control and confidence .
- Express enthusiasm…but not at the expense of others .
- Be assertive, not aggressive .
- Learn to deal with frustration and discouragement .
- Learn to deal with difficult people .
Difficult People :
People come with all types of personalities :
* Bully .
* Rude/insensitive .
* Passive/aggressive .
* Manipulative .
* Understanding and addressing specific personalities can assist in a successful negotiation process .
Techniques to address difficult people :
* Encourage participation .
* Discourage dominators and ramblers .
* Be firm and assertive .
* Maintain focus and a clear direction .
* Give people the benefit of the doubt .
* Use ‘time-outs’ whenever necessary to maintain emotional control .
Final Negotiations …
“Closing the Deal” A ‘Win / Win’
* Relies on each side accepting responsibility for achieving their own interests .
* Is a subjective perception .
* Relies on honesty and respect .
* A successful negotiator recognizes when to ‘close the deal’ or walk away from negotiations .
* Once an agreement has been reached, the negotiator should briefly summarize the discussion and conclude the meeting.
Final Tips : Traits of A Great Negotiator :
* Empathy .
* Respect .
* Personal Integrity .
* Fairness .
* Patience .
* Responsibility .
* Flexibility .
* Sense of Humor .
* Self Discipline .
* Stamina .
Final Tips : Successful Techniques :
* Avoid personal attacks .
* Break up large ideas/issues into smaller parts .
* Stress facts from simple to complex .
* Use informality :
- Talk face-to-face
- Use humor
- Illustrate ideas with real world examples
Final Tips : Techniques to Avoid :
* Starting negotiations before you are ready .
* Negotiating with the wrong person .
* Inflexibility early in negotiations .
* Losing control, feeling powerless .
* Losing sight of fixed goals and limits .
* Being concerned about the ‘other guy’ .
* Failure to focus on the end result – a successful outcome .
Application Workshop …
Select 4 individuals from the audience to act as a committee representing the technologists in the department .
Select 1 individual from the audience to act as the department administrator .
Note : the department administrator has no clinical experience and is only interested in the financial bottom line .
* Problem to be addressed :
Overtime has been determined as ‘excessive’ in a fully staffed department and normal patient volume .
Management’s solution: begin rotating 2 technologists to a later shift (10 am – 7pm) - current department hours: 8 am – 5:30 pm .
* Extenuating Circumstances :
All technologists have either family or evening commitments (school, etc.) and cannot work the later shift.
* Goal :
Reduce overtime by a minimum of 80% within 60 days .
Solution : The committee will determine alternative solutions to the 10 am-7 pm shift and negotiate an acceptable resolution that meets management’s mandate of a reduction in overtime by 80% while maintaining working hours acceptable to the technical staff .
Module Three
Best Practices in Negotiation …
What is “NEGOTIATION”?
What is “NOT NEGOTIATION”?
* What are characteristics of negotiation ? :
- Interests of parties may conflict or disagree.
- Usually a face to face and oral process .
- No one person knows all the facts .
- Parties expect to reach an agreement .
• No hidden agenda .
• Failure to reach agreement may be an acceptable solution .
* Theories of Negotiation :
- Win-Win .
- Zero Sum .
- Synergy .
Psychological :
* Since the process of negotiation is based on behavior of people we should consider various physiological theories of behavior .
* Psychology allows us to understand behavior in terms of “reaction” to stimulus and “motivation” to seek certain goals .
Psychological Theories of Goals :
Maslow’s Hierarchy :
* Physical -- Need for survival--food, water, shelter .
* Safety -- The need to not be threatened, to have trust.
* Love and Friendship--To have a sense of belonging .
* Self Worth-- To feel important, to be respected .
*Self Fulfillment--The need to fill your creative potential as a person .
Morrison’s Types of Behavior :
Type ‘A’ Seeks resolution through conflict .
Type ‘B’ Seeks resolution through cooperation .
Psychological Theories of Motivation :
Macgregor’s Theory :
‘X’ People have to be made to do something .
‘Y’ People want to do something .
Hertzberg’s Theory of Satisfiers :
* Satisfiers are not always motivators.
Adding more of a satisfier does not always help
* Dis-satisfiers are not always demotivators .
Removing a dis-satisfier does not always help
Psychological Theories of Behavior :
Myers-Briggs Type Indicator :
I……….E Where you process data
S………N How you receive data
T………F How you process data
J……….P How you reach decisions
Ethics :
* What are the ethical aspects of a negotiation strategy?
- What is “ethics” in a negotiation ?
- What is your organization's position on ethical behavior?
- What is your organization’s policy?
- How can you determine the policy and position of the other party?
Tools :
* Listening Skills .
* Problem Solving .
* Creative Thinking .
* Power .
*Logic .
* Emotions .
* Tactics and Strategy .
Listening Skills :
* Listening is the ability to understand and respond effectively to oral communication .
* Listening is hard work .
* Good listeners :
- Make better decisions, because they have better information .
- Learn faster .
- Encourage others to listen better by their behavior .
- Prepare to listen--STOP Talking!!! .
- Recognize your own biases .
- Resist distractions .
- Keep an open mind .
- Find areas of interest .
- Acknowledge the speaker .
- Show some empathy .
- Listen critically and delay judgment .
- Judge content not delivery .
- Exercise your mind, but don’t let it wander .
- Capitalize on thought speed vs. speech speed .
- Be aware of barriers .
• Fear .
• Relevant to only you .
• Rejecting new ideas .
- Limit your own talking .
Tools – Listening Skills :
* Active Listening :
- Repeat verbatim .
- Rephrase .
- Paraphrase .
- Fill in blanks come to speakers conclusion. Verify this with the speaker .
- Take notes .
- Follow-up .
Perceptions :
* Perception is always organized and meaningful .
* Perception is selective .
* Perception of anything is done in its context .
* There are opportunities to make large mistakes in a negotiation .
* More of these errors are due to Assumptions than any other cause .
* Assumptions are the result of incorrect perceptions or filtering data and eliminating correct or significant data .
*An assumption is an “untested fact” :
- If you need to know more about a statement before you can say that it is true or false, then it is an assumption .
* Classes of assumptions :
- Extensional
- Our internal world
- Their internal world
Know Don’t Know
Know
Don’t
Know
* Assumptions can be avoided by asking questions .
* Use of questions can be a tactic .
- To gain information .
- To focus thinking .
- To delay .
- Start thinking .
- Bring to a conclusion .
Questions :
* Forcing Questions .
* Non-forcing questions .
* Areas of questions .
- Problems Implementation
- Facts Rationale
- Assumptions Rationalization
- Solutions Unknown
Answers :
* Assume that the question has been answered .
* Answering incompletely .
* Answering inaccurately .
* Overdose of info/data .
* Act as if no question was asked .
Telephone Negotiations :
* You must concentrate more. Because non-verbal signals are reduced or missing altogether .
* Practice CPR in telephone negotiations .
- Be CALM .
- Be PREPARED .
- Be READY .
* Be calm :
- If you are upset it is hard to listen effectively .
- Your problem solving abilities suffer when you are under stress .
- A big advantage of telephone negotiations is that you can postpone negotiations or hang up when necessary .
• When do you hang up?
* Be prepared :
- Have all materials ready .
- Prepare an agenda of talking points .
- Clear your work area of distractions or go into another room .
- Make sure no one interrupts you .
* What happens if you don’t do these?
* Be Ready :
- Hum before you call .
- Anticipate the others reactions to your negotiation agenda and talking points .
- Take very good notes .
• Can you record the conversation?
* All comments in a telephone negotiation are one of these.
- Statement
- Objection
- Question
* What is this “ Your prices are a little higher than I thought they would be.”
S____ O______ ? ______
* If it was a statement.
- Acknowledge and move on to the next step
* If it was an objection :
- Provide and immediate response (why your offer is better) .
* If it was a question :
- Get a clearer understanding of the basis for the question .
* Ask questions to make sure if it was a statement, objection or question .
* When you choose or recommend a course of action be straight forward and specific .
* Remain positive and customer oriented But be assertive .
* In a long series of telephone negotiations—use this format for your agenda .
- What has changed since last call ?
- What actions you have done ?
- What responses you are looking for ?
- What the environment is ?
* Leave the ball in their court .
* Ending the conversation :
- Than the other party for calling or for being there .
- Let them know you appreciate them .
- Provide assurance you will do what you promised ( review all planned actions at this point) .
- Leave them with a positive feeling .
- Let them hang up first .
Principles of Persuasion :
* Reciprocity- governs the making of concessions. If you give up something get something in return :
- Give the incentive to go along with you .
- Elevate the value of the concession .
- Stop the grinding away process .
* Scarcity-items that are rare or uncommon have a greater value .
* Authority--the willingness of people to follow :
- Quotation, or references .
- Legitimate authority .
* Consistency—predictability :
- Reduces uncertainty (and associated stress)
- Makes reliability easier to justify
* What are the opposites to these principles and how do they affect negotiations?
* Nothing offered in return .
* No authority .
* Common/ Readily available .
* Inconsistency .
Conflict / Stalemate Avoidance :
* Differences of opinion, outlook and values :
- Clarify and agree on problem statement, and alternatives that could be acceptable to both
* Needs that are denied or ignored or seem to clash :
- Identify and express requirements, desires or wants
- Ask open-ended questions .
* Perceptions that differ and misperceptions :
- Ask fact related questions, ask for expansion of the interpretation of these facts. Explore the consequences of these interpretations .
* Misuse of power, inequalities in power :
- Reconsider or add to alternatives .
* Emotions :
- Take a break, postpone, get a substitute .
* Internal Conflicts :
- Confused feelings or perceptions can affect your behavior, get help from a friend -- not necessarily the one you are negotiating with.
* Unresolved conflict :
- Every disagreement does not require solution. Sometimes we must agree to disagree, can a bigger solution include both points of view?
Escalating and De escalating conflict :
Summary :
* Lottery rules—you can’t win unless you negotiate
* You don’t have to accept a bad deal
- Stay in business only with your good customers
* Goal is to search for the best agreement under the circumstances
* Last question in the negotiation-- ”Is there anything else we should discuss?”
* Module One : Negotiation … an overview.
* Module Two : Successful Negotiation Skills …
* Module Three : Best Practices in Negotiation .
Module One :
Contents :
* What is negotiation? .
* Five approaches to negotiation .
* Phases of negotiation .
* Preparation and planning .
* Doing the deal .
* Looking for non-verbal messages .
* Some tactics for you .
What is Negotiation … ?
Negotiation is a process through which parties .
Move from their initially divergent position to a point where agreement may be reached .
It includes :
* Talks .
* Discussion .
* Bargaining .
* Trading .
* Compromising .
* Conferring .
* Arguing .
* Positioning .
It can fail if parties cannot or will not move .
Five Approaches To Negotiation …
1. Compromise :
* Take an extreme but credible position .
* Use as a last resort .
2. Bargaining :
* Do not indicate you will move quickly from your position .
* Move very slowly … make them work .
* Avoid putting a marker down .
* Get a return for every concession you make .
* Five key approaches to negotiation .
3. Coercion :
* Think before you threaten .
* Use mirrored or emotional threat rather than real ones .
4. Emotion :
* Control your emotions … don't let them control you .
5. Logical Reasoning :
* Careful with nit-picking .
* Get your logic in first .
* Maintain the credibility of your logic .
The Phases of Negotiation …
1. Preparation and planning .
2. Openings :
* Be polite .
* Outline your position (high) .
* Never accept their first offer .
* Avoid markers .
3.Testing / looking for variables / understand their weaknesses :
* Questions .
* Probe facts/inconsistencies .
* Get them worried on back foot .
* Silence … get them talking .
* Challenge .
4. Moving to making concessions :
* Getting maximum movement .
* Positive summary .
* Hypothetical links .
* Put on pressure .
* Emphasize that you have moved .
5. Making concessions :
* When should I do it?
* How much should I give?
* What do I get in return?
6.Conclusion and agreement … finalizing the negotiation :
* Make a final offer with total conviction .
* Watch for closing signals before you move .
* Deadlock is in place … you break it to your advantage .
* Use closing techniques .
* Make sure everybody knows what has been agreed .
Preparing and planning …
* Set your targets .
* Putting a cost on concessions .
* Think about strengths and weaknesses (yours and theirs) .
* Plan the phases .
* Prepare lots of variables/outcomes/opening etc .
* Use wide sources of market intelligence .
* Make sure your team is joined up and clear .
Doing The Deal …
* Listen like mad :
- What is and is not said .
- Active listening .
- Encourage and support .
- Build/test .
- Reflect back and summaries .
* Loads of questions :
- Open .
- Closed .
- Probing .
- Leading .
- Understand their feelings/position .
- Hypothetical questions .
* Hard to get :
- Prepare/prepare/prepare! .
- Know your subject .
- Have the authority .
- Use silence/facial expressions .
- Control meeting .
- Reject inducements .
* Warm :
- Be interested in them/be polite .
- Admit mistakes .
- Be positive .
- Find common ground .
- Respect confidence .
- Show pride in your company .
- Get trained! .
Looking For non-verbal Messages …
* Very powerful … but hard to read .
* It will corroborate what you are hearing or not .
* Look for patterns not isolated gestures .
* Your personal appearance/office/building says a lot .
* Watch for changes … when getting too close .
* Study body language … vital in business and private life .
¾ Non verbal signals :
* Dominance/aggression :
- Hands clasped behind head .
- Legs extended .
- Head well back .
- Ankles crossed .
- Coat is buttoned .
* Open Mindedness :
- Legs uncrossed .
- Front of seat .
- Head raised .
- Knees apart .
* Contemplation :
- Head raised .
- Chin stroking .
- Hand on cheek .
- Pinches bridge of nose .
- Glasses in mouth .
- Glasses removed and cleaned .
* Expectancy :
- Rubs palms together .
- Clicks fingers .
- Sits on edge of chair .
- Hands spread, gripping table .
- Knees apart .
* Cooperation :
- Head inclined to one side .
- Body leans forward .
- Sit next to them .
- Palms of hands open/ up turned .
* Confidence :
- Erect standing or sitting position .
- Plenty of eye contact .
- Leaning back … hands behind head .
- Steeping or pyramiding fingers .
- Feet on desk .
Positive Attitudes :
* Defensive/non acceptance :
- Tightly folded arms .
- Ankles locked .
- Head on chest .
- Twiddles with nose/ears .
- Clenches fist .
- Buttons coat .
* Boredom :
- Drums table with fingers .
- Taps feet .
- Clicks pen .
- Doodles .
- Rest head in hands .
- Blank stare .
* Anxiety/nervousness :
- Clears throat .
- Fidgets in chair .
- Tugs earlobe .
- Hands over mouth when speaking .
- Fingers tie etc .
* Frustration :
- Rubs back of neck .
- Runs fingers through hair .
- Breaks pencil .
- Short breaths .
- Wringing or clenching hands .
- One index finger pointed .
Negative Attitudes
Negotiation Tactics … For You
* Silence .
* Onus transfer .
* Armageddon .
* Messenger .
* Get it wrong .
* Recessing .
* Hypothetical question .
* Deadlines .
* Personal favor .
* PDT .
* Dunce .
* Why .
* Dumbstruck .
* One more thing .
* Full Disclosure .
* Let's go for lunch .
* Divide and rule .
* Salami .
* Cry .
* Pre-emptive strike .
Module Two :
Contents :
* Preparation : Setting goals and limits .
* Communication skills :
- Listening skills .
- Clarity .
- Body language .
* Emotional control .
* Final negotiations – “Closing the deal” A ‘Win / Win’ .
* Application workshop.
Preparation : Setting Goals and Limits …
Preparation Importance :
* Develops a position of strength .
* Understand the issues and potential hidden agendas .
* Know the people/personalities you’ll be negotiating with .
* Establishes a foundation for success and builds confidence .
Preparation Goals :
Set goals with a specific purpose of negotiation in mind :
* Example – Purpose : Fully staff the department by January of next year .
* Example – Goal : Increase wages/benefits to meet or exceed local standards .
Preparation Limits :
Define minimum and maximum limits
* What you’re willing to give up .
* What will cause you to walk away .
* Know that you have other choices .
* Know what those choices are .
* Know your ‘or else’ position .
* Know how to enforce your limits .
Preparation Caution :
* NEVER begin a negotiation .
* Until you are fully prepared! .
Communication Skills …
Active Listening :
Tips to demonstrate active listening:
* Clear away distractions .
* Sit up straight .
* Face the speaker .
* Make eye contact .
* Uncross arms/legs .
* Lean forward .
* “THINK” before you respond…pause, to make certain you understand and are responding to the message delivered .
* Barriers :
- Pre-conceived ideas .
- Defense mechanism (don’t want to hear information) .
- Fatigue .
- Poor listening habits .
- Lack of respect for ideas/people .
- Lack of self confidence .
Clarity :
Tips to clarify information :
* Ask questions to identify key issues and topics .
* Plan questions in advance to narrow issues and topics .
* Tailor questions to the listener using appropriate terminology .
* Follow-up general responses with specific questions .
* Keep responses short and concise .
Tips to present information more clearly :
Present information in a logical format that is easily understood :
- Point to be made: Our wage scale is too low .
- Reason supporting the point: Low wages result in job dissatisfaction and the loss of technologists .
- Example emphasizing the reason: In the past three months, we have lost four technologists to local community hospitals with wages exceeding our top range by $5.25 and have been unsuccessful in recruiting new technologists to fill those vacant positions .
- Summarize the point: Our wage scale is too low .
* Barriers to Clarity :
- Fear of rejection .
- Fear of hurting someone else .
- General distractions/interruptions .
- Sidebar discussions .
- Poor preparation .
- Too busy to be clear .
Body Language :
Body language plays a critical role in communication .
Accurate interpretation of body language is required for successful negotiations Body language is expressed by :
- Eye and facial expressions .
- Arm and hand positions .
- Leg and foot positions .
- Posture and body position .
Body language signaling receptive communication :
- Direct eye contact .
- Body position relaxed – arms and legs uncrossed .
- Alert and smiling facial expression .
- Movement of head to indicate interest (nodding in agreement or tilting with interest) .
- Attentive posture or slightly leaning forward .
Body language signaling barrier to communication :
- Slouched posture indicating boredom or lack of interest
- Lack of eye contact .
- Body position tense, crossed arms and legs .
- Neutral or frowning facial expression .
- Movement of head in a distracted manner (turning away) .
Emotional Control …
Emotional Control = Emotional Distance
- Understand your personal strengths and weaknesses .
- Identify your ‘hot buttons’ and know how to control them .
- Call for a ‘time-out’ whenever necessary to maintain control and confidence .
- Express enthusiasm…but not at the expense of others .
- Be assertive, not aggressive .
- Learn to deal with frustration and discouragement .
- Learn to deal with difficult people .
Difficult People :
People come with all types of personalities :
* Bully .
* Rude/insensitive .
* Passive/aggressive .
* Manipulative .
* Understanding and addressing specific personalities can assist in a successful negotiation process .
Techniques to address difficult people :
* Encourage participation .
* Discourage dominators and ramblers .
* Be firm and assertive .
* Maintain focus and a clear direction .
* Give people the benefit of the doubt .
* Use ‘time-outs’ whenever necessary to maintain emotional control .
Final Negotiations …
“Closing the Deal” A ‘Win / Win’
* Relies on each side accepting responsibility for achieving their own interests .
* Is a subjective perception .
* Relies on honesty and respect .
* A successful negotiator recognizes when to ‘close the deal’ or walk away from negotiations .
* Once an agreement has been reached, the negotiator should briefly summarize the discussion and conclude the meeting.
Final Tips : Traits of A Great Negotiator :
* Empathy .
* Respect .
* Personal Integrity .
* Fairness .
* Patience .
* Responsibility .
* Flexibility .
* Sense of Humor .
* Self Discipline .
* Stamina .
Final Tips : Successful Techniques :
* Avoid personal attacks .
* Break up large ideas/issues into smaller parts .
* Stress facts from simple to complex .
* Use informality :
- Talk face-to-face
- Use humor
- Illustrate ideas with real world examples
Final Tips : Techniques to Avoid :
* Starting negotiations before you are ready .
* Negotiating with the wrong person .
* Inflexibility early in negotiations .
* Losing control, feeling powerless .
* Losing sight of fixed goals and limits .
* Being concerned about the ‘other guy’ .
* Failure to focus on the end result – a successful outcome .
Application Workshop …
Select 4 individuals from the audience to act as a committee representing the technologists in the department .
Select 1 individual from the audience to act as the department administrator .
Note : the department administrator has no clinical experience and is only interested in the financial bottom line .
* Problem to be addressed :
Overtime has been determined as ‘excessive’ in a fully staffed department and normal patient volume .
Management’s solution: begin rotating 2 technologists to a later shift (10 am – 7pm) - current department hours: 8 am – 5:30 pm .
* Extenuating Circumstances :
All technologists have either family or evening commitments (school, etc.) and cannot work the later shift.
* Goal :
Reduce overtime by a minimum of 80% within 60 days .
Solution : The committee will determine alternative solutions to the 10 am-7 pm shift and negotiate an acceptable resolution that meets management’s mandate of a reduction in overtime by 80% while maintaining working hours acceptable to the technical staff .
Module Three
Best Practices in Negotiation …
What is “NEGOTIATION”?
What is “NOT NEGOTIATION”?
* What are characteristics of negotiation ? :
- Interests of parties may conflict or disagree.
- Usually a face to face and oral process .
- No one person knows all the facts .
- Parties expect to reach an agreement .
• No hidden agenda .
• Failure to reach agreement may be an acceptable solution .
* Theories of Negotiation :
- Win-Win .
- Zero Sum .
- Synergy .
Psychological :
* Since the process of negotiation is based on behavior of people we should consider various physiological theories of behavior .
* Psychology allows us to understand behavior in terms of “reaction” to stimulus and “motivation” to seek certain goals .
Psychological Theories of Goals :
Maslow’s Hierarchy :
* Physical -- Need for survival--food, water, shelter .
* Safety -- The need to not be threatened, to have trust.
* Love and Friendship--To have a sense of belonging .
* Self Worth-- To feel important, to be respected .
*Self Fulfillment--The need to fill your creative potential as a person .
Morrison’s Types of Behavior :
Type ‘A’ Seeks resolution through conflict .
Type ‘B’ Seeks resolution through cooperation .
Psychological Theories of Motivation :
Macgregor’s Theory :
‘X’ People have to be made to do something .
‘Y’ People want to do something .
Hertzberg’s Theory of Satisfiers :
* Satisfiers are not always motivators.
Adding more of a satisfier does not always help
* Dis-satisfiers are not always demotivators .
Removing a dis-satisfier does not always help
Psychological Theories of Behavior :
Myers-Briggs Type Indicator :
I……….E Where you process data
S………N How you receive data
T………F How you process data
J……….P How you reach decisions
Ethics :
* What are the ethical aspects of a negotiation strategy?
- What is “ethics” in a negotiation ?
- What is your organization's position on ethical behavior?
- What is your organization’s policy?
- How can you determine the policy and position of the other party?
Tools :
* Listening Skills .
* Problem Solving .
* Creative Thinking .
* Power .
*Logic .
* Emotions .
* Tactics and Strategy .
Listening Skills :
* Listening is the ability to understand and respond effectively to oral communication .
* Listening is hard work .
* Good listeners :
- Make better decisions, because they have better information .
- Learn faster .
- Encourage others to listen better by their behavior .
- Prepare to listen--STOP Talking!!! .
- Recognize your own biases .
- Resist distractions .
- Keep an open mind .
- Find areas of interest .
- Acknowledge the speaker .
- Show some empathy .
- Listen critically and delay judgment .
- Judge content not delivery .
- Exercise your mind, but don’t let it wander .
- Capitalize on thought speed vs. speech speed .
- Be aware of barriers .
• Fear .
• Relevant to only you .
• Rejecting new ideas .
- Limit your own talking .
Tools – Listening Skills :
* Active Listening :
- Repeat verbatim .
- Rephrase .
- Paraphrase .
- Fill in blanks come to speakers conclusion. Verify this with the speaker .
- Take notes .
- Follow-up .
Perceptions :
* Perception is always organized and meaningful .
* Perception is selective .
* Perception of anything is done in its context .
* There are opportunities to make large mistakes in a negotiation .
* More of these errors are due to Assumptions than any other cause .
* Assumptions are the result of incorrect perceptions or filtering data and eliminating correct or significant data .
*An assumption is an “untested fact” :
- If you need to know more about a statement before you can say that it is true or false, then it is an assumption .
* Classes of assumptions :
- Extensional
- Our internal world
- Their internal world
Know Don’t Know
Know
Don’t
Know
* Assumptions can be avoided by asking questions .
* Use of questions can be a tactic .
- To gain information .
- To focus thinking .
- To delay .
- Start thinking .
- Bring to a conclusion .
Questions :
* Forcing Questions .
* Non-forcing questions .
* Areas of questions .
- Problems Implementation
- Facts Rationale
- Assumptions Rationalization
- Solutions Unknown
Answers :
* Assume that the question has been answered .
* Answering incompletely .
* Answering inaccurately .
* Overdose of info/data .
* Act as if no question was asked .
Telephone Negotiations :
* You must concentrate more. Because non-verbal signals are reduced or missing altogether .
* Practice CPR in telephone negotiations .
- Be CALM .
- Be PREPARED .
- Be READY .
* Be calm :
- If you are upset it is hard to listen effectively .
- Your problem solving abilities suffer when you are under stress .
- A big advantage of telephone negotiations is that you can postpone negotiations or hang up when necessary .
• When do you hang up?
* Be prepared :
- Have all materials ready .
- Prepare an agenda of talking points .
- Clear your work area of distractions or go into another room .
- Make sure no one interrupts you .
* What happens if you don’t do these?
* Be Ready :
- Hum before you call .
- Anticipate the others reactions to your negotiation agenda and talking points .
- Take very good notes .
• Can you record the conversation?
* All comments in a telephone negotiation are one of these.
- Statement
- Objection
- Question
* What is this “ Your prices are a little higher than I thought they would be.”
S____ O______ ? ______
* If it was a statement.
- Acknowledge and move on to the next step
* If it was an objection :
- Provide and immediate response (why your offer is better) .
* If it was a question :
- Get a clearer understanding of the basis for the question .
* Ask questions to make sure if it was a statement, objection or question .
* When you choose or recommend a course of action be straight forward and specific .
* Remain positive and customer oriented But be assertive .
* In a long series of telephone negotiations—use this format for your agenda .
- What has changed since last call ?
- What actions you have done ?
- What responses you are looking for ?
- What the environment is ?
* Leave the ball in their court .
* Ending the conversation :
- Than the other party for calling or for being there .
- Let them know you appreciate them .
- Provide assurance you will do what you promised ( review all planned actions at this point) .
- Leave them with a positive feeling .
- Let them hang up first .
Principles of Persuasion :
* Reciprocity- governs the making of concessions. If you give up something get something in return :
- Give the incentive to go along with you .
- Elevate the value of the concession .
- Stop the grinding away process .
* Scarcity-items that are rare or uncommon have a greater value .
* Authority--the willingness of people to follow :
- Quotation, or references .
- Legitimate authority .
* Consistency—predictability :
- Reduces uncertainty (and associated stress)
- Makes reliability easier to justify
* What are the opposites to these principles and how do they affect negotiations?
* Nothing offered in return .
* No authority .
* Common/ Readily available .
* Inconsistency .
Conflict / Stalemate Avoidance :
* Differences of opinion, outlook and values :
- Clarify and agree on problem statement, and alternatives that could be acceptable to both
* Needs that are denied or ignored or seem to clash :
- Identify and express requirements, desires or wants
- Ask open-ended questions .
* Perceptions that differ and misperceptions :
- Ask fact related questions, ask for expansion of the interpretation of these facts. Explore the consequences of these interpretations .
* Misuse of power, inequalities in power :
- Reconsider or add to alternatives .
* Emotions :
- Take a break, postpone, get a substitute .
* Internal Conflicts :
- Confused feelings or perceptions can affect your behavior, get help from a friend -- not necessarily the one you are negotiating with.
* Unresolved conflict :
- Every disagreement does not require solution. Sometimes we must agree to disagree, can a bigger solution include both points of view?
Escalating and De escalating conflict :
Summary :
* Lottery rules—you can’t win unless you negotiate
* You don’t have to accept a bad deal
- Stay in business only with your good customers
* Goal is to search for the best agreement under the circumstances
* Last question in the negotiation-- ”Is there anything else we should discuss?”
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