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5 Negotiating Tactics – Number Four: Take the High Road

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5 Negotiating Tactics – Number Four: Take the High Road

In a previous post, What is Negotiation?, we discussed the Five Negotiating Tactics. This is the fourth installment of  going in-depth with an explanation of each of them. This post covers why it is important in negotiations, as in life in general, to be trustworthy and honest.

Take the High Road

 

If the other negotiator becomes argumentative, the best approach is to let them talk themselves out and simply take notes. This will keep you from getting emotionally involved and will give you time to gather your thoughts. Listen carefully and verify that you understand their position. Sometimes just this simple verification brings the negotiations closer to your position, just because you listened. Sometimes that’s all people want to know — that you’ve listened to their side of the story. It’s a powerful feeling to know that you’ve really been heard.

 

On the other hand, the argumentative negotiator may be using this as a tactic to get you to bend. Don’t. Let them talk themselves out and actively respond through verification of your notes. This reiteration of their side disarms them.

 

Remember, you’re looking for a long-term relationship here; that means finding ground where both parties can come out winners. If you sense hard feelings of any kind, attempts to break the ice and smooth the process will work in your favor.

 

Negotiations include a series of turns until finally both parties come to an agreement. Most importantly, trust must not be broken within negotiations. Things may feel strained if they’re not handled properly. That is why doing your homework and understanding both sides of the negotiations will eliminate most, if not all, of the issues.

 

Give to Get

 

Be trustworthy and honest in your negotiations. Be fair. If others are unfair to you, let them know. Don’t allow unfair treatment. This will break down the relationship, so confront the issue immediately. Generosity begets generosity. Fairness begets fairness. Unfairness brings about a lack of trust and a break down in the relationship.

 

When negotiating, if you give something away once, don’t give away anything else until the other negotiator gives you something in return. Sometimes we get nervous and think we need to keep talking, when in actuality you already gave and already talked plenty.

 

Always take turns. After you make a move, wait until the other party reciprocates before you move again.

 

Look for the next post on the Five Negotiating Tactics which will cover Closure: Putting it all Together.

 

Learn more at Entrepreneur You

 

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9
APR
0

Categories: Business Training, Negotiation

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5 Negotiating Tactics – Number Three: Listen and Communication

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5 Negotiating Tactics – Number Three: Listen and Communication

In a previous post, What is Negotiation?, we discussed the Five Negotiating Tactics. This is the third installment of  going in-depth with an explanation of each of them. This post covers why it is critical to listen and then communicate but also to communicate and then listen.

Listen in Negotiating

 

Listening Keeps Communications Open

Without communication, there are no negotiations; things simply become a push and shove match. If you simply state your side without listening to the other side, your position is weakened. If you become argumentative, you lose. Laying down your cards without understanding the players and their positions weakens your position and your ability to negotiate. Once the communication bridge is burned, you’ll pay Hell getting it back.

 

Any time you’re communicating in business, whether it’s during a negotiation or in the middle of a sales meeting, listen 80% of the time and speak only 20% of the time. You may think that negotiations require you to speak more. However, you’ll find that the more the other party talks, the more you learn of their position and the easier it becomes to retain your position.

 

Silence is also a negotiating tactic. If you remain silent after your offer, especially if you let the silence linger for a few minutes until it begins to feel uncomfortable, you can sometimes get what you want. Just be aware that the other negotiator may try the same thing with you!
 

Find Out More

The more you work with the other negotiator, the stronger your negotiating stance becomes. Always be honest and respectful in your negotiations. This will be remembered during and after negotiations. Since you have already done your homework, there should be few surprises. Listen carefully and always make sure you understand their position by asking questions and obtaining clarification before you respond.

 

You’ll want to develop questions prior to your meeting. The questions you ask must be thought-provoking and must help you to understand the other party’s point of view. Once you have developed this list, obtain as many answers to the questions prior to the negotiations as you can. These answers will provide to you the ammunition you’ll need in your negotiations. Remember this diagram from our discussion of high gain questions? Use the same principles to outline your questions and answers for your negotiations as well.
 
Look for the next post on the Five Negotiating Tactics which will cover Taking the High Road.

 

Learn more at Entrepreneur You

 

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Categories: Business Training, Negotiation

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5 Negotiating Tactics – Number Two: Portray

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5 Negotiating Tactics – Number Two: Portray

 

In a previous post, What is Negotiation?, we discussed the Five Negotiating Tactics. This is the second installment of  going in-depth with an explanation of each of them. This post covers the importance of how to Portray yourself in the interaction of Negotiation.

Portray

 

It’s important to be positive both in your attitude and in your body language throughout the negotiations. How you come across is 90% of negotiating successfully. Words are not nearly as important as actions.

Face-to-face negotiations can be much more effective than over the phone or in writing. The reason is because the body speaks for itself.

Posture

We all have our own natural way of standing or sitting. Some of us may have developed the habit of slumping or hanging our shoulders over the years.

When entering negotiations, posture is one of the first things someone will notice. You don’t want to look tense, but you also don’t want to look like you’re not attentive to the situation. You want to look like you’re in charge and ready to move forward.

This means shoulders back, head sitting square on your shoulders and looking straight ahead. Keep your arms to the side and your hands relaxed. Be careful not to cross your arms — even if it’s a natural posture for you. In negotiations it closes you off from communications with the other person. Also be careful not to cross your legs. The more open your stance the more open the communication will be. You’re in charge — keep your posture in charge as well.

Watch your opponent; where they may be closed at first, you may notice them opening up as you begin to formulate the negotiations for them.

Handshake

This is the beginning of any negotiation, so make sure your handshake is strong and firm. This one touch will immediately let the opponent know what kind of person you are. If your handshake is weak, half-hearted or condescending, your negotiations will already be off to a bad start. A strong firm handshake is what’s needed.

Head Movements

Do your best to keep your head steady. Sometimes we have a tendency to show agreement to statements when we don’t mean to do so. Showing agreement be- fore understanding the situation weakens your position. It may also cause you to inadvertently agree to something that isn’t in your best interest! Instead of simply nodding without thinking during the negotiation, listen attentively, analyze the data and respond to it.

Nervous Habits

Nail biting, playing with your hair, squirming in your seat, making off-handed comments or jokes, or adjusting your clothes — take all of these and any other nervous habits you have and put them away. Each one of these habits displayed during negotiations will weaken your position. Add to that list nervous hand movements and tapping of a pen as well!

Eye Contact

Direct eye contact is best in negotiations, even if this isn’t your normal way of conversing. Direct eye contact means power. Shifting eye contact means uncer- tainty or distrust. People can feel messages very quickly based upon how well you connect visually.

 

Look for the next post on the Five Negotiating Tactics which will cover Listening.

 

Learn more at Entrepreneur You

 

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12
MAR
0

Categories: Business Training, Negotiation

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5 Negotiating Tactics – Number One: Prepare

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5 Negotiating Tactics – Number One: Prepare

 

In our last post, What is Negotiation?,  we discussed the Five Negotiating Tactics. Starting in this post we will go in-depth with an explanation of each of them. This post covers the importance of Preparation.

PREPARE

Prepare, Prepare, Prepare. Before you begin any negotiations, remember that the person who understands the issues the best will be the strongest. Understand not only your side, but theirs as well, and all the other choices that could occur in the middle.

When developing a negotiation plan, make it simple. Remember, in every negotiation there is a beginning, middle and end. Understand each step and know where you want to be.

BE OPEN

The more you believe there is only one solution for you, the more you’ll be in a losing position. Why? Because your mind becomes so focused on one outcome, that you cannot accept any other position. Ever hear the saying, “You can’t see the forest through the trees?” If you’re too focused on one particular outcome, you could be missing an even bigger or better outcome. Make sure you look at all your options.

SET YOUR INITIAL OFFER

Carefully set the parameters of your initial offer before you begin your negotiations. Remember what is driving you; is it the price or is it a principal you’re negotiating? If price is the driving factor, know where you want your end number to be. Set your negotiation zone. You set one end of the negotiation zone; the other party sets the other end.

GO FIRST OR SECOND

What’s the best order? It depends on the situation. Going first may give you the power to set the parameters to your benefit. Or maybe you’re in a situation where you want your opponent to go first; you never know, they may come in at a better place than what you would have thought. They may also provide additional information that will support your side of the negotiation. So look at the whole situation before you commit to going first or second.

PLAN TO MAKE CONCESSIONS

While preparing for your negotiations, identify in advance those areas where you would be willing to make concessions. Note that when you’re willing to make concessions (not get run over), you’ll find that it triggers the law of reciprocity. Each side needs to see the satisfaction of movement in their direction. Choose which areas you’re willing to concede before you negotiate, and have a strong story as to why the points you’re going to keep remain.

LEVERAGE

Negotiation leverage points include: needs, wants, competition, and time. These factors can be used as leverage either against your position or in your favor.  Always look for these four leveraging points; you’ll be surprised to know that the other person will likely be experiencing at least one, or more, of these factors as well.

 

Look for the next post on the Five Negotiating Tactics which will cover Portray.

 

Learn more at Entrepreneur You

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6
MAR
0

Categories: Business Training, Negotiation

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Customer Service – 7 Things Not to Do!

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Customer Service – 7 Things Not to Do!

What is Customer Service? - Creating Long Term Clients

I can’t state enough how important customer service is to your business. This customer-focused approach should permeate everything that everyone in your company does! Consider the difference that outstanding service makes to you when you are a customer. Think of a recent time where you called a company help line but you didn’t receive the help you had expected. Think of those things that the person said on the other end of the line that almost immediately led you to lose trust in the company. Well, reverse this role and remember how you wanted to be treated, so that you can treat your client the same way.

 

7 Things Not to Do:

1. Allow Interruptions

Stay focused on the call. Don’t let other calls or other people around you interrupt the call. It’s important to stay focused.

2. Make up Answers

Don’t be afraid of not having the answers on the spot. If you don’t have the answer, don’t make it up. Even little white lies will come back to haunt you. Always tell the client you’ll get back to them — don’t guess.

3. Act Like you Know More than the Client

This will cause you to interrupt or dismiss or even resolve the call before you have completely heard the issue. Wait until you have heard the issue in its entirety before you talk. This will allow the client to get it off of their chest and will clear the path for you to provide the solution.

4. Interrupt a Client

Unless the client is completely out of control (never take abuse from a client), stay focused and write down your interpretation of the problem. Don’t internalize the complaint; keep it business related.

5. Over-React

A client may hit your “hot buttons,” but don’t let them push you out of control. Any time you lose control, you lose. Remember, this is a business. Your reaction must be of the highest caliber of profes- sionalism. If it’s not, you lose in a big way — not only the client, but your trust and credibility. These are not easy things to get back.

6. Pseudo-Listen

If you’re not listening with all your senses, then you’re not listening. Trust me, the client can tell if you’re slumped in your chair or thinking about something else or typing an email to a friend while they are on the phone. The client is very intuitive, just like you. Focus.

7. Assume Something Can’t Be Done

Always take the extra time to think outside the box. If an issue has come up once, it will probably come up again. So come up with a new solution, and make sure to document your solution so people who are new to your company will know how to handle the situation in the future.

 

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18
OCT
0

Categories: Business, Customer Service

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Business Administration – The Gatekeeper

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Business Administration – The Gatekeeper

Getting Through the Front Door

 

We are interviewing Patricia Pollmann from Office Max today. Patricia has been an Administrative Professional for more than 40 years. Why? Because she loves it. Her ability to connect with people and establish trust is one-of-a-kind. Over a nice piece of apple pie and many other tasty treats we discussed everything from learning how to type on a manual Royal Typewriter to the power an Administrative Professional has in an organization. Why? Because her job is “The Gatekeeper” both inside and outside the organization. She is the go-to person. If anyone needs something or wants to know something, they know where to go – Pat. But don’t let this fool you. Her job is also to protect. Did you know that the word “secretary” (the outdated term for Administrative Professional) came from “the keeper of secrets”? It is her job to ensure her boss is protected and she will only provide that information necessary for you to get your job done.

 

Pat shared some great insights with her stories:

The Gatekeeper from the Outside

A fellow called the office one day and pretended to be my boss’s best friend. He said “Is Jim in? I’m a good friend of his”. Pat said, “Can I tell him what it’s in regard to?” He said, “No that’s o.k. just put me right through, he’ll know who I am.” We went back and forth until I finally put him on hold and went in and asked my boss if he knew this guy. My boss picked up the phone and said, “If you can’t tell Pat what you want then you sure can’t tell me and hung up.” 

Most of the time the front person controls the boss’s appointment book. He or she has just as much power and, in fact, more over the boss’s appointment book than the boss. If you want to see the boss, you need to treat the front office person like the boss or you will never get in the door.

The Gatekeeper from the Inside

Pat shared another story about inside the office. All communication to her boss from others came through Pat. Her boss let everyone know that if you don’t get the reports in to Pat on time, then you will be speaking to me (and I’m sure you would rather talk with her – she’s nicer than I am) – which was not a good thing. Having a gatekeeper helped enforce the rules and the necessity for timeliness and focused decisions. Everyone in that company knew that their story would not be heard unless Pat screened it. This gave her boss the strategic time he needed to build the company.

 

Pat and I discussed how joining an Association had increased so many of her skills. Pat has been a member of the International Association of Administrative Professionals for almost 25 years. This organization has more than 21,000 members across the world. Pat has served as President of her local chapter for 3 terms and many other positions along the way. Pat mentioned how running an association was like running a business. There are budgets and Parliamentary procedure to learn. In fact, she is one of the few people who have read most of the Robert’s Rules of Order! Through her dealings with the Association she learned fiduciary responsibility and how to effectively manage groups.

 

Pat states, “One of the most important things I have learned, and stand by still today, is to listen and implement new ideas from all members. Even if the idea doesn’t work – so be it. Do not criticize; instead learn from what didn’t work and help build up the person and move forward in recreating the idea. Recognize the person for their hard work and help them create the next great idea.”

 

Just like in running your own business. Always be optimistic and build others up; don’t tear down. You will get much more done in the long run with the same players instead of having to find new ones.

 

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1
OCT
3

Categories: Business, Business Administration

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Business – Three Questions to Ask Yourself about Your Passion?

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Business – Three Questions to Ask Yourself about Your Passion?

Management of time and space can be very difficult. Many times I find myself still sitting at my desk still working or writing well before or after the so-called normal business workday. So what’s wrong with this picture … or maybe the question is what’s right with this picture?
 

When you think of all the greats in the world and the accomplishments they have made. Do you hear that they shut off their minds at 5:00 and stopped working on their passion? No you don’t. Do you hear that while Michelangelo was painting the Sistine Chapel he said – Well, it looks like it’s time to take lunch or go home and stop painting – no you don’t.

 

Do you think Hemmingway or Albert Einstein packed up their bags and said – ok it’s 5:00 let’s go home? No. If you have a passion for what you are doing… If you truly believe in your heart of hearts that you need to get your message out to the masses no matter what time of the day – then you are in the zone – then you are living your passion.

 

Here are three questions to ask yourself:

  • Is what I am doing fulfilling my dreams?
  • Is getting this task accomplished important to my passion?
  • Will taking these steps help someone?

Answering other than yes to these questions tells you that you need to find the passion in what you do. But until then – you are simply living a mundane life from day-to-day. Stop and look at every day of your life. Are you fulfilling your dream or simply following a path because it’s easy? It may be easy now, but as the years pass and you find yourself with your nose pushed against the window and looking for a way back into a life of greatness you may start to feel – it’s too late.

 

Let me tell you this — it is never, never too late. Your path may look a little different, but taking action off the beaten path you have made can reignite your dreams. Do it and do it now.

 

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18
SEP
0

Categories: Business, Entrepreneur

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Six Rules for Customer Service

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These six rules for customer service are critical to maintaining a high level of
customer service satisfaction. Holly Katko discusses what it takes to establish
strong client relationships.

 

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SEP
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Sales – Selling and Understanding Personalities

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Sales – Selling and Understanding Personalities

Understanding Two of the Important Personalities
You are Selling To

 

While these important players may have different titles or no title at all, it is critical to establish the relationships to solve their issues or problems. This is why you are there.
 

The Driver: The Business Owner or CEO

 

This person is like the lighthouse, guiding their company through the rocky shores of the business world. The Driver wants to know how your solution fits into the big picture of the company. They’ll make their decision based on bullet points of information, so don’t bother them with the details. Usually they’ll have someone else analyze the fine points of your product anyway. When you’re working with the Driver, give them your concept, your value proposition, and why your product or service will alleviate their pain. If you can show the Driver why you can solve their problem, then you’ll have a sale. But that means observing their personality type.

 

If you walk in that door with the wrong approach — say you’re all chatty or making too much small talk about things that have nothing to do with their business or him or her personally, then you might as well stay home. Do your homework before you walk in the door. If you don’t feel that you know what the Driver is looking for, then be prepared to ask high gain questions that will make the difference in your ability to close the deal. These high gain questions will give you the credibility you need to make the sale.

 

The Analytic: CFO, Accountants, Engineers, IT

 

The description alone pretty much explains this person. The Analytic wants all the details. Again, when you walk in the door, no messing around. Of course in all situations you want to develop rapport, but not too much small talk. The Analytic wants to know why you’re there. Can you increase their bottom line? Can you decrease their cost? Do you offer a higher quality product than what they already use? Their job is to analyze all the options, so be prepared and have ALL your facts ready.

 

Your high gain questions may well be the same with any of the personalities, but the difference will be in how you approach each conversation. Like the Driver, the Analytic isn’t one for small talk. You’ll gain immediate credibility by providing a lot of facts, figures and information that isn’t fluff.

 
 
It is critical in sales to understand and study who you are establishing relationships with. This information is all about helping them solve problems whether it is a small business, a corporation, or an entrepreneur just getting started.

 

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7
AUG
0

Categories: Entrepreneurship, Sales, Sales Training

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Management – Coaching with C.A.R.E.

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Coaching Means C.A.R.E.

Collaborate
Acknowledge
Responsibility
Engage

 

In the Management Arena, my definition of coaching is to help create an environment that will give your employees an opportunity to grow, develop, and pursue new goals. This is accomplished in collaboration with the goals of the organization and setting the level of leadership.
 
The steps in coaching are as follows:

Collaborate:

Coaching means the ability to work together. Instead of telling your employees what to do and how to do it, ask them. The more you involve them in decisions and give them the opportunity to take ownership of the coaching matter, the more success you and your employee will have.

Acknowledge:

If you have a coaching matter, acknowledge it with your employee. Do not scoot it under the rug and hope it goes away. Acknowledge that it exists and help your employee get to the next level in their lives by providing the structure necessary for them to excel.

Responsibility:

As a Manager or employer, it is your responsibility to coach your people to excel in their position. It is your employee’s responsibility to take what you coach and implement it immediately. Ensure timelines are set and goals are achieved that are measurable and achievable.

Engage:

Keep your employees engaged. Coaching is not a one-time event. It is a process that is put into place until it’s completion and new habits are formed. Engage your employees in the process and have fun with it!

 

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9
JUL
0

Categories: Leadership, Management

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