L1-L2 Communication & Negotiation Flashcards
What is a negotiation?
Negotiation involves a trade of some sort, in order to result in mutual gain - each has something the other would like
Each party must feel they have reached an acceptable agreement
Process of deciding WHO captures WHAT share of the benefits of the deal
Aim of the negotiator is to capture the largest possible share for his or her constituency (e.g. organisation, project)
When focusing on a win-win outcome, what can the negotiation process offer?
separating the people from the problem
focusing on interests not positions
generating a variety of options before settling on an agreement
basing the agreement on objective criteria
What makes a successful negotiation?
Have the facts - good preparation
Keep good records
Develop a common ground
Have a fair result in mind with an upper, lower, medium range
Take the views of the other party into consideration
Hold meeting in a calm environment
Make a decision and be firm with it
Do you know of any theory on negotiation?
The Thomas and Kilman approach
What is the Thomas and Kilman approach?
To take a more ‘people approach’ to disputes, with 5 types of RESPONSES:
- COMPETE whereby you pursue your own interests
- ACCOMMODATE whereby you satisfy the other parties interests
- AVOID whereby you try to avoid the conflict all together
- COLLABORATE whereby you reach and agreement to satisfy both parties
- COMPROMISE whereby you reach a mutually agreeable solution for both parties
What is a Win/Win outcome?
Where all parties view the outcome as beneficial
What is a Win/Lose outcome?
Where one party perceives the deal as inequitable (unfair)
Why do Win/Lose outcomes eventually become Lose/Lose outcomes?
The unhappy party may back out
The other party may not deal with the ‘Winner’ again
The ‘Loser’ will seek ‘payback’ in the future
If the ‘Loser’ cannot meet their obligations because of cash flow problems or go out of business the ‘Winner’ has won nothing
How would you conduct a negotiation?
Preparation = KEY; I will always review my arguments, produce and provide back-up information for each point. This allows me to negotiate my points confidently. This allows me to know my bottom line
Rehearse my opening – ask the opening question to control negotiation
Convey confident, congruent communication – match body language and terms used, maintain eye contact
Manage expectations – Trade at low value, do not give a concession without trading it with
reluctance
Be respectful but persistent – Assess offers on the spot and be courteous
Questioning – Ask open and closed questions to exert control
What are the SIX stages of negotiation?
- Planning
- Build relationship
- Exchange information
- Develop solutions and bargain
- Concessions and agreement
- Documenting the agreement
What should you consider when PLANNING for the negotiation?
Organise logistics – when, where and who will be attending
Set negotiation objectives with relevant stakeholders
Identify the elements to be negotiated
Prepare negotiation strategy
Understand balance of power and BATNA (Best Alternative to a Negotiated Agreement)
What should you consider when BUILDING the RELATIONSHIP during the negotiation?
Establish rapport and move past ‘conversational wallpaper’
Gradually move towards the subject of the negotiation
Understand any cultures, behavioural ‘norms’ or social rituals beforehand
It is better to decline to give particular information, rather than lie
What should you consider when EXCHANGING INFORMATION during the negotiation?
Each side states their situation and interests. Ask open questions – What? Why? Where? When? How? Who?
Aim = try find out as much about the other side’s situation as possible, listen actively and
pay attention to verbal and non-verbal (body language) cues
Acknowledge the other sides’ perspectives – some interests will be shared and some will
conflict
What should you consider when DEVELOPING SOLUTIONS & BARGAINING during the negotiation?
Parties start to generate and test possible solutions, and bargaining process begins
Where an idea cannot be adopted, aim to offer an alternative in a positive way
If conflicts arise, the wise negotiator remains calm and, does not ‘cave in’ or respond in a
confrontational way
What should you consider when developing CONCESSIONS & AGREEMENT during the negotiation?
Concessions should always be traded, and never given away with nothing in return
Neither party will get exactly what they want, therefore realism rather than perfection is needed to secure a final agreement
Once agreement reached, emphasis on mutually beneficial aspects of the deal will end
negotiation on a positive note
What should you consider when DOCUMENTING THE AGREEMENT during the negotiation?
Verbal summaries and note-taking during negotiation are important to keep track of
progress and check understanding
At the end of negotiation; one side documents the agreement e.g. a ‘subject to contract’
memorandum, to ensure both sides have a mutual understanding of what has been agreed
Then followed by a draft contract - eventually becomes the final, signed, legal agreement
What is the purpose of maintaining good records during negotiation?
To ensure that if a disagreement arises between two parties, evidence for your side of the argument can be provided
What is an example of a negotiation in your workplace?
You ask an agent to quote their fees and TOBs for selling a property
Agent submits TOBs and commission charged at 1.75% + VAT
Therefore, you initially believe this is quite high
You then consult the market and get three different rates, but you know you normally achieve 1.25% with your agents
Then negotiate with the agent the best position being 1.25% and the most reasonable being 1.5% and hopefully you can come to a mutual position
What is your personality type?
I am extraverted, outgoing and energised by others. I communicate widely and openly with colleagues.
I am extraverted, thinking, sensing, judging and achieving
Likely to take lead in organising how work is done
What is your communication style?
Assertive - A person using this style is confident in their convictions but makes sure that they do not belittle or steamroll others in the conversation.
What is communication?
The means by which information or instructions are exchanged, by speaking, writing or using some
other medium
When is communication successful?
Successful communication occurs when the received meaning is the same as the transmitted meaning
This is where good grammar and correct spelling are key
What can poor communication lead to?
Poor communication can lead to: o misunderstood requirements o unclear goals o alienation of stakeholders o ineffective plans o other factors that will cause a project, programme or portfolio to fail
What is a communication management plan?
Used in projects, programmes and portfolios
Spells out what needs to be communicated: why, how, when and to whom
Also contains;
o Stakeholder of interest
o Content (strategy meetings, reports, budgets etc.?)
o Media (face to face meetings, emails, conference call?)
o When (fortnightly, weekly?)
o Desired outcome
o Responsible (PM, party 1, party 2?)
