First-rate negotiators are adroit influencers. They know how to subtly guide their counterparts’ thinking by making smart linguistic choices. These are word choices that prime a listener to give a positive reaction. Think about the most influential people you know. I bet they’re skilled in the art of priming. They keep others on-side by framing their messages in positive and collaborative language. This means they get ‘yes’ responses more frequently.
When you think of win-win negotiation, what comes to mind? Obviously, a key tenet of the win-win approach is the idea of winning together, or mutual gain. But in practical terms, what exactly does this mean? For inexperienced negotiators, striving too hard to show a co-operative approach can blur the line between collaboration and capitulation. What’s the difference? And why does it matter?
What’s the difference between negotiators who cave in at the first sign of opposition and those who persist, are assertive and create win-win deals? It’s not just skill-set, it’s mindset. I’ve observed thousands of negotiation role plays. And I’ve noticed that people with positive, can-do attitudes tend to get better deals than those with less resilient mindsets. So what is resilience, and how can you apply it in your real-life negotiations?
I love people-watching. As a trainer, of course, I have ample opportunity to do so. While groups are completing roleplays or activities, it’s my job is to observe their body language patterns and communication habits. Many years of closer observation have brought my attention to a problem which creates ‘glass ceiling moments’ for female negotiators. Here’s what I’ve noticed, when women step into senior roles, body language patterns that previously helped them in negotiation begin to backfire. For example, patterns of smiling frequently often can help a woman be successful in a junior role. When she’s attempting to negotiate as a leader, however, smiling too often will reduce her credibility and be perceived as an anxious habit.
There are many situations where you need to express disagreement tactfully. For example, you might need to express concern about an idea promoted by your boss. Your parents might have expectations you can’t meet. Or you might need to keep your partner on-side, whilst telling them your opinion differs from theirs. In these situations, you can use the following process.
Speak their language
People listen to what makes sense to them. This means you need to frame your message from their perspective. For example, there’s a big difference between the following two statements. Which would you be most likely to listen to?
This technique involves repeating your message until it is heard. The name ‘Broken Record’ refers to what happens when old fashioned vinyl records are scratched – the needle of a record player loops over the same section of the recording indefinitely. There are six steps involved in using Broken Record.
Be clear about your company’s policy
Your employer has a duty of care. You should be protected from being bullied or harassed. This means having a policy on how abusive customers are handled. A good policy should outline how you can respond to abuse, when you should transfer a caller to someone more senior and how to end a call if abuse is unreasonable. Make sure you’re familiar with your company’s policy. If they don’t have one, draft one and propose it to management.
Here are four tips that make talking to angry customers easier.
Remember that customers aren’t always right
No. The old saying isn’t true – customers aren’t always right. But they are always customers. Without them, you wouldn’t be in business. So treat all customers respectfully, even when they’re wrong. Never say “you’re wrong,” “that’s wrong” or “you’ve made a mistake.” Words like this trigger a shame reaction – which many customers deal with by becoming angry. Instead say “I’m sorry you got that impression,” “I’ll talk you through what happened” or “I’d like to clarify something.” Quickly move on to solving the problem, rather than dwelling on what caused it.
Psychologists recommend ‘calling out’ passive aggressive people on their tactics. How can you do this without creating conflict?
There are four steps involved in calling out poor behaviour assertively and calmly.
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