The Art of Negotiation

The Art of Negotiation
The Art of Negotiation
Objectives:
• To list examples that require successful
negotiating skills in your personal and
professional life
• To explain the elements of successful
negotiation
• To describe the barriers to successful
negotiation
The Art of Negotiation
Outline:
Elements of Successful Negotiation
Preparation
Communication Skills
Emotional Control
Final Negotiations - Closing the Deal
Final Tips
Negotiations
The Art of Negotiation
Exercise #1: List 2 examples where
negotiation skills might be required in your
professional life.
1. ________________________________
__________________________________
2. ________________________________
__________________________________
Elements of
Successful Negotiation
Preparation
• Setting goals and limits
Communication Skills:
• Listening skills
• Clarity
• Understanding body language
Emotional Control
Final Negotiations – ‘Closing the Deal’
Preparation
Preparation develops a position of strength
• Understand the issues and potential
hidden agendas
• Know the people/personalities you’ll be
negotiating with
Preparation establishes a foundation for
success and builds confidence
Donaldson, M. Negotiations for Dummies. New York, NY: Hungry Minds, Inc, 1996.
Kramer, H. Game, Set, Match: Winning the Negotiation Game, A Step-by-Step to Getting What You Want From
Any Negotiation. New York, NY: ALM Publishing, 2001.
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
Donaldson, M. Negotiations for Dummies. New York, NY: Hungry Minds, Inc., 1996.
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!
Donaldson, M. Negotiations for Dummies. New York, NY: Hungry Minds, Inc., 1996.
Communication Skills
Successful communication requires:
Active listening
Open, two-way communication
Clarity – understanding and being
understood
Ability to correctly interpret body
language
Maddux, R. Successful Negotiation: Effective “Win-Win” Strategies and Tactics.
Los Altos, CA: Crisp Publications, Inc. 1988.
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
Active Listening
 Exercise #2: List two additional examples
that demonstrate active listening.
1. ______________________________________
________________________________________
2. ______________________________________
________________________________________
Active Listening
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
Donaldson, M. Negotiations for Dummies. New York, NY: Hungry Minds, Inc., 1996.
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
Maddux, R. Successful Negotiation: Effective “Win-Win” Strategies and Tactics. Los Altos, CA:
Crisp Publications, Inc. 1988.
Clarity
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
Clarity
− 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
Clarity
Barriers to Clarity:
• Fear of rejection
• Fear of hurting someone else
• General distractions/interruptions
• Sidebar discussions
• Poor preparation
• Too busy to be clear
Donaldson, M. Negotiations for Dummies. New York, NY: Hungry Minds, Inc., 1996.
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
Donaldson, M. Negotiations for Dummies. New York, NY: Hungry Minds, Inc., 1996.
Body Language
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
Donaldson, M. Negotiations for Dummies. New York, NY: Hungry Minds, Inc., 1996.
Body Language
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)
Donaldson, M. Negotiations for Dummies. New York, NY: Hungry Minds, Inc., 1996.
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
Kolb, D. Everyday Negotiation: Navigating the Hidden Agendas in Bargaining. San
Francisco, CA: A Wiley Imprint, 2003.
Emotional Control
Emotional Control = Emotional Distance
• 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
Kolb, D. Everyday Negotiation: Navigating the Hidden Agendas in Bargaining. San
Francisco, CA: A Wiley Imprint, 2003.
Emotional Control
 Exercise #3: Give two additional examples
of techniques to maintain emotional control.
1. ______________________________________
________________________________________
2. ______________________________________
________________________________________
Emotional Control:
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
Kolb, D. Everyday Negotiation: Navigating the Hidden Agendas in Bargaining. San
Francisco, CA: A Wiley Imprint, 2003.
Emotional Control:
Difficult People
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
Kolb, D. Everyday Negotiation: Navigating the Hidden Agendas in Bargaining. San
Francisco, CA: A Wiley Imprint, 2003.
Difficult People
 Exercise #4: Give one tactic for
successfully interacting with each of the
following personality traits:
Bully: _______________________________________
Rude: _______________________________________
Know-it-all: __________________________________
Passive: ______________________________________
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
Kramer, H. Game, Set, Match: Winning the Negotiation Game, A Step-by-Step to Getting What You Want
From Any Negotiation. New York, NY: ALM Publishing, 2001.
Final Tips:
Traits of A Great Negotiator
Empathy
Respect
Personal Integrity
Fairness
Patience
Responsibility
Flexibility
Sense of Humor
Self Discipline
Stamina
Maddux, R. Successful Negotiation: Effective “Win-Win” Strategies and Tactics. Los Altos, CA:
Crisp Publications, Inc. 1988.
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
Kolb, D. Everyday Negotiation, Navigating the Hidden Agendas in Bargaining. San Francisco, CA: A Wiley
Imprint, 2003.
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
Donaldson, M. Negotiations for Dummies. New York, NY: Hungry Minds, Inc., 1996.
Summary
Successful negotiations rely on:
• Preparation: Setting specific goals and
limits
• Communication skills
• Emotional control
• Closing the deal
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.
Application Workshop
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.
Application Workshop
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.