Talks like form of communication between members of society, always pursue a specific goal.
During negotiations, people consciously and deliberately exchange views, adhering to a strategy of behavior.
Through negotiations, you can resolve a conflict situation, find a compromise, conclude an agreement on cooperation or partnership, regulate your activities or activities of your opponent, etc.
What does effective negotiation mean?
Conversation This is not just one of the ways to communicate.
It is informed and focused. opinion exchange.
People resort to this form of communication, when it is necessary to resolve a conflict situation or agree with the interlocutor, to jointly find the best way out of the situation.
Negotiations can be considered successful in case if:
- every negotiator was able to speak out and was heard;
- each opponent has compiled a reality-based view of the position, approach to solving the problem, interests and expected results of another opponent.
What is effective negotiation? Negotiation Indicators:
- Solution to the problem. The outcome of the negotiations may correspond to the "win-win", "win-lose" and "lose-lose" models.
Only the first model closes the conflict and indicates 100% satisfaction of each of the opponents within the conflict.
- Subjective assessment of the total. Even if one / each of the parties did not achieve the desired result, but at the same time the opponents are satisfied with the compromise solution and consider the results of the negotiations to be fair, we can talk about effective interaction.
- Execution of obligations. If, after negotiations, one / each of the parties does not fulfill the terms of the agreement, high success indicators are canceled due to the lack of actual results of the interaction.
Constructive
In order for the interaction to be constructive, it is necessary follow basic principles:
- Rationality. The mind must prevail over the emotions, even in the case when the opponent is in a state of extreme disturbance, irritation or anger. Otherwise, the constructive interaction will turn into a normal quarrel.
- Understanding. It is useless to try to impose your position without understanding the wishes and views of your opponent.
Find a compromise solution is possible only if we consider the expectations of a partner in the negotiations.
- Communication. It is necessary to build a dialogue, and not try to speak out.
- Work on trust. Find a common solution is possible only in fair negotiations. And for this it is necessary to form a trust relationship with your opponent.
- Failure pressure. Constructive contact is built on conviction, but not on pressure. It is necessary that the opponent wants to accept and fulfill the terms of the agreement. If you force a person to an agreement, he will not be concerned about further compliance with the conditions.
- Adoption of the position of the opponent. Within the framework of constructive interaction, you need to take a partner’s position and look for a solution taking into account this position. And attempts to convince an opponent that his point of view is wrong will be ineffective.
Psychology
Structure of the negotiation process includes 4 steps:
- training;
- direct negotiations;
- analysis of the results;
- the fulfillment of the agreed terms by the parties to the agreement.
For each opponent two possible outcomes of negotiations: win or lose
At the same time, the refusal of the initial position is not considered as a loss, if the person is completely satisfied with the alternative solution to the conflict.
Results of the negotiations always imply an agreement and further fulfillment of the terms of this agreement.
Therefore, communication should have the character of cooperation, because the opponents have interdependent relations (if one does not do something, then the other will be powerless).
During the negotiations appear two important conceptswhich must be distinguished to distinguish between each other:
- Position. This is a set of specific requirements that can often be stated in a rather rigid and unambiguous form. Each side puts forward its position and tries to make the opponent accept the conditions.
- Interests. This is the root cause of a mature position, a set of attitudes, beliefs and hidden benefits and motivators. It is interests that explain why the opponent wants to achieve the conditions he claims.
Techniques of reference
During the negotiations, the person in relation to the opponent may be in a strong position, if he holds a high post, has a significant social status or has the benefits / resources necessary for an opponent.
An example of a strong position is a boss who negotiates with a subordinate or an investor who negotiates with a businessman who relies on help and funding.
For a representative of a strong position
Receptions for a representative of a strong position:
- Focus on incompetence. If your opponent is not well versed in the subject of negotiations, you can use this as an advantage. The abundance of terms, statistical data and specific clarifications will cause the interlocutor to retreat from an aggressive offensive strategy and submit to a more experienced opponent.
- Emphasis on vanity. If a person is prone to self-admiration, you can gently offer him a solution that is favorable to you. At the same time, the situation must be beaten so that your opponent is confident in his own competence and importance of personal opinion. When a person loses vigilance and assumes the role of a competent specialist, it will be easy to replace his opinion with the help of hints.
- Emphasis on greed. It is necessary to indicate the material and personal benefits that your opponent will receive in the case of an agreement with your terms.
The prospect of benefits and incited interest will play into your hands.
- Emphasis on contrast. If you have advantages over your opponent due to your status, you can break into negotiations in a hard and uncompromising style. When the interlocutor is depressed, it will be possible to slightly soften the requirements and make minimal concessions. Due to the sharp contrast, the interlocutor will appreciate the proposed benefits much higher than in other conditions.
- Pressure. This is not the most profitable way to negotiate in the long term. But in order to solve the conflict in an emergency, you can resort to pressure. It is necessary to emphasize the shortcomings and weaknesses of the interlocutor, put pressure on his complexes and exert psychological pressure (drill with a look, use an imperative tone, take a steady posture, towering above the interlocutor, etc.).
For a representative of a weak position
Weak position implies a certain dependence on the opponent or the opponent has special privileges. This happens in cases where a subordinate enters into negotiations with a director, an ordinary citizen addresses a government official, etc.
- Emphasis on pity. Demonstration of dependence on someone else's decision and pressure on pity helps to emphasize the strength and significance of the opponent. If the negotiating person is inclined to demonstrate his strength, this strategy will help to achieve a positive result. Consent to the specified conditions on his part in this case will be regarded not as a pity, but as a gesture of "goodwill" and even charity.
- Emphasis on incompetence. Feigned nonsense will relax your opponent. As a result, it will be easier to incline to the necessary decision.
- Emphasis on honesty. Directness and openness help negotiate with people accustomed to "kneeling" by opponents. Sincerity in this situation will be equated with courage and competitive potential.
After all, openness does not just disarm the interlocutor, who is used to cunning, but also helps to quickly identify the interests of the parties.
- Focus on awareness. This technique is especially good when dealing with officials. Demonstrating legal knowledge and knowledge of the laws, a person puts his opponent in a position where the use of social advantages does not bring a positive result and can lead to disastrous consequences.
- Focus on support. Entering into negotiations with a significant person can enlist the support of an influential person. The principle of “there is control for everyone” does not allow to cooperate with an opponent, but it works perfectly in emergency situations.
Techniques
Negotiation techniques are a set of specific tricks and tricks (templates), allowing the opponent and disorient the opponent. When entering into contact, people usually keep in mind a potential plan for the development of events and act (think through moves) based on their expectations.
- Small steps. Entering into negotiations, each person tries to prepare "trumps in the sleeve" in order to incline the opponent to the correct decision. The basic technique of “small steps” is focused on tracking the extent of its impact on the interlocutor. Strong arguments are dosed. Thus, the opponent immediately builds a defense, assuming that the interlocutor gave significant reasons at the beginning of the negotiations. But the offensive is on the rising line, and quickly breaks the protective barrier.
- Observer. People who are passionate about the dispute often end negotiations in a position of absolute disorientation. Excitement absorbs attention, as a result of which the opponent can “cling” to inaccurate formulations, random phrases and abstracts taken out of context.
If you observe each reaction of the interlocutor, you can stop the offensive in time and refute any attempts to catch you from mistakes.
- "If a". The “If” technique implies the rejection of the word “no” in favor of the word “if”. It is enough time to suggest alternative and convenient options for you. On the basis of alternative moves, the opponent will put forward his own proposals, focusing on the basic (proposed by you) option.
- Forced assignment or equipment "Empty Cabinet". This technique helps in cases where opponents bargain and set a price. It is necessary to limit the cost of the proposed goods or services, denoting the available amount. Those. when the seller voices a check of three thousand, you must inform him that you are limited in funds. Directly state that there are only two thousand in the wallet, but you are ready to purchase the product / service. Most likely the seller will make concessions.
- "The gun is always loaded." Even before the negotiations begin, it is worthwhile to recreate a negative scenario of events. Based on this scenario, the moves and arguments are being thought out that will help overcome the barriers that have arisen. Formulate in mind the idea that the other person will resist, and then prepare a convincing speech.
How to learn to negotiate?
In order to learn how to negotiate, it is necessary to work on two levels (practical and theoretical).
As a theoretical preparation you can read relevant literature, study cases and take lessons from experienced craftsmen.
During the interaction it is very difficult to act within the framework of any technique, since the reaction of the opponent can be unpredictable (inconvenient). But a general understanding of the psychology of negotiation will allow you to navigate in any situation.
Practical level bring up in you the perception of the situation in real time. Any conflicting dialogue can be the basis for developing theoretical material.
After practicing this or that strategy, you can “feel” the technique and isolate the most important and truly effective elements from it, and then modify the pattern based on the situation.
Training
To conduct negotiations at a professional level, you must prepare in advance. Three main areas of training:
- informational (gathering data about a partner, analyzing one’s own position and studying the external environment);
- psychological (work on personal psychological preparation and the study of the general laws of effective negotiations);
- tactical (the preparation of certain patterns of behavior, the study of basic techniques of negotiation and the development of negative scenarios).
It is very important to establish contact with an opponent before negotiations begin.
It will help identify the strengths and weaknesses of a person, analyze the nature and position, as well as to work out the negative and positive options for developments.
Pre-communication (in the form of a personal meeting, telephone conversation, etc.) will help make a psychological portrait of the interlocutor.
Start
The beginning of negotiations sets the tone, helps opponents determine the strengths and weaknesses of the other.
The optimal scheme of the stage:
- introductory part (acquaintance or greeting, demonstration of position and readiness / unwillingness to make concessions, exchange of theses and judgments, building a line of conduct, analysis of mutual expectations, work on the formation of positions in conditions of "objective reality");
- defining controversial issues and agenda (participants find a point of contact and a common interest, and then discuss controversial points regarding which the opinions of opponents do not agree);
- identifying the fundamental interests of the parties (in order to eliminate misunderstandings, participants go deeper into studying each other’s interests, find new points of contact and develop possible action plans);
- development and proposal of possible options for agreement (as a result of data collection and discussions, the parties receive suggestions about potential and optimal solutions to the problem, which each party offers at this stage);
Completion
Contracts are completed with a formal or documented agreement. But this is preceded by:
- evaluation of proposed solutions to the problem;
- the choice of the best option, taking into account the interests of each party;
- reaching agreement and clarifying the plan for the implementation of specified conditions (development of methods of control, coercion and obligations).
Business negotiations by phone: an example
Below is template for telephone conversationswhich conveys the essence of the negotiation process:
Secretary: Center "Dream". Good evening.
Responsible person: Good evening. My name is Alexey Petrovich, I represent the company "Classic". I am calling for a business forum.
S: I listen to you.
OL.: Do you have the opportunity to provide an interactive platform, with a capacity of 120-150 people from March 13 to 21?
S: You can book a room for 160 people.
OL. Thank you, it suits us.
S: In this case, it is necessary to make an advance payment and send warranty documents.
OL. Can I send documents by mail?
S: Yes, but they will go 5 days.
OL.: It's too long. Are there alternatives?
C: You can send by courier.
OL. L: Well, that's what we do. Thanks for the information. Goodbye.
S: Goodbye. We will be glad to cooperate with you.
During the negotiations, it is very important to control emotions and be polite.
After all, it is a reasonable approach to the situation and the "cold head" ensure successful compromise searches even in a situation where there was no time or opportunity to thoroughly prepare.
2 best negotiation techniques:
