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Apply Your Negotiation Skills To Help Handle Challenging Conversations
The most significant thing we learn from effective negotiations skills training is the importance to establish a specific frame for a discussion, otherwise we are beginning our discussions within the default frame of the other party. The following is a couple of points to think about as you get ready for a tough discussion.
1. Remember that you are dealing with a person who has ambitions, expectations and goals similar to everyone.
When you have to deliver unpleasant news, make sure that you frame it sensitively. It is important for individuals to maintain their self-worth and there is no reason to build resentment & resistance within your counterparts.
For instance, let's say you have had a poor performing employee whom you have decided to let go.
One way of delivering the message could be:
Larry, after carefully reviewing your track record and considering our previous discussions regarding your poor overall performance, I have reached a decision to discontinue your services. Unfortunately my assessment is final and I would like you to hand over any outstanding items and leave with immediate effect.
Another way of delivering the information could be:
Larry, it saddens me to inform you that I have decided to terminate your services. I reached this decision since it is essential that we have a 100% fit between our requirements and your ability to deliver and I feel strongly that your knowledge will be more valued in a different type of function instead of this one.
If you feel that you really wanted to continue in this kind of role then I would like to advise that you pay attention to the following, or perhaps commit to further development in this regard. Thank you for having made the effort to meet our requirements and good luck with your future endeavours.
In the 2nd instance you are at least recognising the belief that an effort was made on the part of the worker and that you are willing to help them improve their approach so that they can become more effective in future.
2. Effective negotiation training confirms that we must recognize our weaknesses.
If you have done something for which you need to apologise, do not shift the blame, but accept complete responsibility. We have much more regard for those who admit their mistakes than those who dodge responsibility. Follow up your admission of guilt by asking the question how you can remedy the problem. Very few people have the belief that everything needs to be perfect at all times. After all, we are all human and it is inevitable that you or anyone else for that matter are going to be making mistakes from time to time.
If you ask what it is that can be done to remedy the situation you will be amazed to learn that in most cases people will be more than happy with the fact that you apologised and will not demand anything additional apart from an assurance that the mistake will never be repeated.
Remember to treat individuals with dignity and compassion. Even those folks who appear to be hard as nails often act this way as a defence against getting hurt.
It is certainly not always easy to treat others with respect and dignity however it is certainly a target worth pursuing, but use this advice and add to your sales training objectives, the results will speak for itself.
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