11.48M

Категория:

Психология

Negotiations Overview. Negotiation Skills. Communication

Introduction
Education
◦ MSc: Economics and Social Sciences
◦ PhD: Management and Business Administration
Professional experience
◦ Middle Manager in International Company
◦ Internal consultant and trainer
◦ Executive coach
◦ For profit and not-for profit organistation
Private
◦ Strong charity involvement
◦ Mother of 3 (2007, 2009, 2011)

3.

Topics of the Course
Negotiations Overview
Negotiation Skills
Communication

4.

Evaluation and Grading
oWork during the class
oTask
oFinal work

5.

Negotiation Overview
Definition
Negotiation is a dialogue between two or more people or parties
intended to reach a beneficial outcome.
www.wikipedia.com
Negotiation is a method by which people settle differences. It is a
process by which compromise or agreement is reached while
avoiding argument and dispute.
www.skillsyouneed.com

6.

Negotiation Overview
Definition
Negotiations is a bargaining (give and take) process between two or
more parties (each with its own aims, needs, and viewpoints)
seeking to discover a common ground and reach an agreement to
settle a matter of mutual concern or resolve a conflict.
www.businessdictionary.com

7.

Negotiation Overview
o Strategy
o Process
o Tools
o Tactics

8.

Communication Overview
Definition
Communicare (latin): share, divide, receive
„meaningful exchange of information between two or more
participant”
Activity, skill and art

9.

Communication Overview
Communication is
much more of an art
than a science.

10.

Communication Overview
Process

11.

Communication Overview
Noise: can disrupt or distort communication
Context
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Intrapersonal
Interpersonal
Group
Organisational
Mass
◦ Intercultural
◦ Gender
◦ Computer mediated

12.

Communication Channels

13.

Communication Channels
Channel
Verbal
Non-verbal
Facial
Expressions
Oral
Written
Gestures
Speaking
Writing
Body
Language
Listening
Reading
Proximity
Touch
Personal
Appearance
Silence

14.

Verbal Communication
Oral Communication
Speaking

15.

Verbal Communication
Oral Communication
◦ Speaking
◦ Face-to-Face
◦ Video conference
◦ Phone

16.

Verbal Communication
Meeting
◦ Place
◦ Time
◦ Accompanying documents

17.

Verbal Communication
Face-to-face
Video
Phone
Place
1
2
3
Time
4
5
6

18.

Verbal Communication
Oral Communication
Listening

19.

Verbal Communication
LISTENING
◦ Advantages
◦ Disadvantages
◦ Expected business impact
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Not listening
Pretend listening
Partially listening
Focused listening
Interpretive listening
Interactive listening
Engaged listening

20.

Verbal Communication
Written Communication

21.

Verbal Communication
WRITTEN COMMUNICATION
◦ Invitation
oFunction
◦ Agenda
◦ Hand-outs
◦ Minutes
◦ To Do List
oContent
oTiming

22.

Verbal Communication
WRITTEN COMMUNICATION
◦ E-mail
◦ Chat
◦ Social media

23.

Verbal Communication
WRITTEN COMMUNICATION
Official letters
oOffer
oContract
oRelease

24.

Non-verbal
Communication

25.

Non-verbal Communication

26.

Non-verbal Communication
Facial Expressions
Facial expressions are among the most universal forms of body
language. The expressions used to convey
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fear,
anger,
sadness, and
happiness
are similar throughout the world.

27.

Non-verbal Communication
How to read faces?
◦ Eyes
◦ Lips
◦ Nose
◦ Eyebrows

28.

Non-verbal Communication

29.

Non-verbal Communication

30.

Non-verbal Communication
Gestures
◦ Stiff hands discourage
◦ Stay in the box!!!
◦ “Jazz” hands
=
lack of control

31.

Non-verbal Communication

32.

Non-verbal Communication

33.

Non-verbal Communication
Gestures
◦ Gestures can be some of the most direct and obvious signals.
◦ Some gestures may be cultural!

34.

Non-verbal Communication

35.

Non-verbal Communication

36.

Non-verbal Communication

37.

Non-verbal Communication

38.

Non-verbal Communication

39.

Non-verbal Communication

40.

Non-verbal Communication

41.

Non-verbal Communication

42.

Non-verbal Communication

43.

Non-verbal Communication

44.

Non-verbal Communication

45.

Non-verbal Communication

46.

Non-verbal Communication
Body Posture
◦ The term posture refers to how we hold our bodies as well as overall
physical form of an individual.
◦ Standing
◦ Sitting
◦ Walking

47.

Non-verbal Communication

48.

Non-verbal Communication
Blog

49.

Non-verbal Communication

50.

Non-verbal Communication

51.

Non-verbal Communication

52.

Non-verbal Communication
Proxemics
◦ Highly cultural!

53.

Non-verbal Communication

54.

Non-verbal Communication
Touch
◦ Touch is not a widely used form of communication in western society.
Touch is usually reserved for most intimate relationships and for
communication between close friends.
◦ If used it usually expresses positive relationship. In situations when
used for guiding can be authoritative!
◦ BUT: handshake!

55.

Non-verbal Communication

56.

Non-verbal Communication
Silence
◦ By using silence at strategic times, you can sometimes get your
decoder to reveal certain feelings and attitudes that may be
hindering effective communication.
◦ Silence can be an effective technique to encourage feedback.
◦ Silence can give weight to your words.
◦ Silence can trigger help.

57.

Non-verbal Communication
Tricks and tips
◦ Stand straight at all times
◦ Release tense, tiredness
◦ Maintain eye contact
◦ Triangle method
◦ Purposeful gestures
◦ Centered positioning
◦ Handshake!

58.

Non-verbal Communication

59.

Non-verbal Communication

60.

Non-verbal Communication

61.

Non-verbal Communication

62.

Non-verbal Communication

63.

Non-verbal Communication

64.

Non-verbal Communication

65.

Non-verbal Communication

66.

Negotiation Overview
o Strategy
o Process
o Tools
o Tactics

67.

Negotiation Strategy

68.

Negotiation Overview
Dual Concerns Model

69.

Negotiation Overview
Situation
◦ Buying a car
◦ Strategic supplier
◦ Job offer
◦ Traffic situation
◦ Relationship/Marriage

70.

Negotiation Overview
Understanding the goal
o Direct effects
o
o
o
o
Wishes vs. goals
Linked goals
Boundaries
Concrete, specific, measurable
o Intangible goals
o Procedural goals

71.

Negotiation Overview

72.

Negotiation Overview
BATNA – Best Alternative to a Negotiated Agreement

73.

Negotiation Overview
Find the BATNA!
o Negotiating driver fare: University – Red Square
o Buying phone: iPhone 7

74.

Negotiation Overview
Reservation Price
Bargaining Zone
Reservation Price

75.

Negotiation Overview

76.

Negotiation Overview
Situations:
Observers:
◦ Buying a jacket
◦ Renting an apartment
oWhat went well
◦ Selling old bicycle
oWhat could be improved?
◦ Selling fruits

77.

Negotiation Overview

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Negotiation Overview

79.

Negotiation Overview

80.

Negotiation Overview
o “I can not go beyond this
point in this issue!”
Distributive
o“Can you explain why this
issue is so important to
you?”
Integrative

81.

Negotiation Overview

82.

Negotiation Overview
o Leather jacket
o Flat rental
o Bicycle
o Melons

83.

Negotiation Overview

84.

Negotiation Overview

85.

Negotiation Overview
o Strategy
o Process
o Tools
o Tactics

86.

Negotiation Process

87.

Negotiation Overview

88.

Negotiation Overview

89.

Negotiation Overview

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Negotiation Overview

91.

Negotiation Overview

92.

Negotiation Overview
1. Prepare: Know what you want. Understand them.
2. Open: Put your case. Hear theirs.
3. Argue: Support your case. Expose theirs.
4. Explore: Seek understanding and possibility.
5. Signal: Indicate your readiness to work together.
6. Package: Assemble potential trades.
7. Close: Reach final agreement.
8. Sustain: Make sure what is agreed happens.

93.

Negotiation Overview
1. Prepare: Know what you want. Understand them.
o Know what you want from the process
o understand the needs of the people involved
o be able to understand different positions and interests
o know your priorities and be able to identify boundaries

94.

Negotiation Overview
o Determine how to get there:
o know what resources you can tap into
o develop a strategy that you can work with
o have a walk-away position

95.

Negotiation Overview
o Set a time and place: Once you have all the information
you need, set up an appropriate time and place for the
negotiation to take place.

96.

Negotiation Overview
2. Open: Put your case. Hear theirs.
o Be confident.
o Demonstrate to the other party that you know what you
are doing.

97.

Negotiation Overview
o State your case:
o paint the context of your negotiation
o verify your need and what you want as a result
o position yourself to frame the outcome appropriately

98.

Negotiation Overview
3. Argue: Support your case. Expose theirs.
o Respond to the other party’s views or argument by
o minimizing their benefits to you
o weakening their argument
o managing their needs all the same

99.

Negotiation Overview
o Strengthen your argument by
o maximizing the benefits for them
o strengthening your truth
o legitimizing your needs

100.

Negotiation Overview
4. Explore: Seek understanding and possibility.
o Find areas where you both agree.
o Both parties can agree on some things, so make sure to
find areas of difference that can be amplified into
agreements.

101.

Negotiation Overview
o Once you know where you agree and disagree, then you
can work to find ways to reach an agreement by looking
into criteria and outcome.

102.

Negotiation Overview
o Move forward by
o seeking variables
o managing information
o keeping your main goal clear and flexible

103.

Negotiation Overview
5. Signal: Indicate your readiness to work together.
o Show the other party that you are ready to move forward,
wait for their signal, and move towards concession.

104.

Negotiation Overview
6. Package: Assemble potential trades.
o Identify agreeable trades and put together potential
agreements.
o Make proposals that offer concessions.
o Have your trade package ready that you believe satisfies
both sides of the table.

105.

Negotiation Overview
7. Close: Reach final agreement.
o Agree on the details and confirm the agreement.
o Sign a legitimate contract.
o Closing a negotiation deal can also be shaking hands, or
agreeing to what has been said.

106.

Negotiation Overview
8. Sustain: Make sure what is agreed happens.
o Burning bridges: Ensure there is no way that either party
will back out of the negotiation.

107.

Negotiation Overview
o Evidence stream: Show whoever you negotiate with that
the change they want to take place is happening.

108.

Negotiation Overview
o Golden handcuffs: Keep key people in the process around
with delayed rewards.

109.

Negotiation Overview
o Involvement: Give each person who is important to the
negotiation an important role.

110.

Negotiation Overview
o Reward alignment: Align the rewards with the desired
behaviours or actions that you want to see take place.

111.

Negotiation Overview
o Rites of passage: Use formal rituals to confirm change is
taking place.

112.

Negotiation Overview
o Strategy
o Process
o Tools
o Tactics

113.

Negotiation Tools, Tactics
Ask for more than you expect to get!
1. You might just get it.
2. It makes it easier to get what you really want.
3. It raises the perceived value of what you’re offering.
4. It prevents deadlocks with an egotistical person who wants to “win”.

114.

Negotiation Tools, Tactics
o Never talk about price before you have built an emotional connection with
the other side.
o Project to the other side that you are prepared to walk away.
o Fall in love with three, not just one.

115.

Negotiation Tools, Tactics
o The Monkey on your Back
o I can only afford 10,000 EUR. The budget will not stretch any further…
o What to do?
o Find out if the budget is real without getting embarrassed!

116.

Negotiation Tools, Tactics
o The Use of Higher Authority
o I need to have this agreed by my Board of Directors.
(1) the negotiator really does lack authority and will have to bring the proposed agreement back
to the individual or group with the final authority,
(2) the negotiator states that their authority is limited when in fact they could conclude the
proposed agreement, or
(3) the negotiator technically lacks the authority but knows that in all probability the "higher
authority" will approve their recommendations.
o What to do?
o If you can't make the decision, let me talk to the person who can.

117.

Negotiation Tools, Tactics
o Nibbling
o Just one more thing…
o What to do?
o Give in if it does not hurt.
o Insist on revising the terms of agreement.
o Make them look cheap.

118.

Negotiation Tools, Tactics
o Good Guy / Bad Guy
o Hurt and rescue principle
o What to do?
o Fight fire with fire
o Expose the technique

119.

Negotiation Tools, Tactics
o The use of Silence
o -
o What to do?
o Ask open ended question

120.

Negotiation Tools, Tactics
o The Vice
o You will have to do better than that!
o What to do?
o Ask to be more specific:
o “Where in particular do we need to be better?”
o “Exactly how much better than that do I have to do?”

121.

Negotiation Tools, Tactics
o Take It or Leave It
o This is our best and final offer. Take it or leave it!
o What to do?
o Use a big question:
o “What will happen if we do not get this dispute resolved?”
o Call you bluff
o “Okay then, you might as well leave now.”
o Ignore and continue negotiating

122.

Negotiation Tools, Tactics
o High Ball / Low Ball
o What to do?
o Low Ball:
o Walk away
o Repeat your original offer
o Withdraw your offer and start with a higher new one
o High Ball
o Know the market!
o Know your BATNA (or bluff it)
o Ask for price break down