Do you find negotiation difficult? Believe it or not, you’re doing it every day. And you can learn the skills to make you better at it. Here are my key tips for getting great results from your negotiations.
Here’s how we’d help Mina deal with this problem. You can use the same strategies when handling difficult phone calls from your own customers.
Verbalise nonverbals
The nonverbal ways Mina shows she’s listening when face-to face – body language, nodding, eye contact –aren’t much use on the phone. Mina must use her voice as a verbal equivalent of these visual signals. Saying things like ‘OK’, ‘I understand’, or ‘uh-huh’ regularly will tell her customer that she’s listening.
Do you work with someone whose reasoning defies logic? Does your boss go off the deep end at the slightest thing? Is a client driving you to distraction with unreasonable demands? You can learn to deal with people who are driven by emotions rather than logic. Here are four things to keep in mind.
Fortnightly tips and videos to inspire Difference Makers and Future Shapers as their efforts change the world.