Negotiating with difficult people, Part V

When your boss makes an inconsiderate request, you need to speak up and say no respectfully. You want your client’s procurement head to know that you value his business, also while you ask him to stop demeaning you for the excellent business relationship. How do you let your opponent save face and view the outcome as at least a partial victory, while not giving in? Change the scene to point your opponents’ intends in the direction you want them to act.

A senior sales executive in a telecom company was persistently harassing the head of the customer service organization.  The head of the customer service organization realized his inability to get anywhere discussing the issues with the sales executive. The dialog always ended up in a circular argument. Therefore, he changed the scene. He requested the senior sales executive to lead an upcoming negotiation with the customer service representatives’ union.  The sales executive selected the negotiating team members. After the month-long talk was over, the senior sales executive became one of the most reliable allies of the customer service organization.

The example above demonstrates a key concept: involve your opponent in finding a solution. It is unlikely that a problematic person is going to accept your proposal fully, no matter how reasonable it is. Give him some options: Would you prefer quick delivery or low price? I can airship the product, or deliver it on an ocean freighter.

There is a common denominator in all successful negotiations. It is active listening. I mean not only to hear what the other person is saying but also to listen to what is behind the words. I will address that in “Negotiating with difficult people, Part V.”

For developing an ability to negotiate skillfully, check out “The World Is A Bazaar – Life Is A Negotiation.”