Qualities of Effective Negotiators môn Quản trị chiến lược hàng không | Học viện Hàng Không Việt Nam

Qualities of Effective Negotiators TOPIC 7
Qualities of Effective Negotiators
• questioning and probing skills • sincerity and integrity • ability to persuade others • patient and flexible The Negotiator’s Probe...
• is a type of consultative, questioning tool
• is used in the Exchange Stage and the Bargaining Stage
• elicits additional information about the
other party’s interests and motivation, or
why they want to achieve a particular outcome
• builds trust, not to find out weaknesses
• communicates the wish to work together to explore creative options • involves active listening
Ask about circumstance, not about
what a person did or did not do. NOT BUT
• “Why didn’t your staff order it
“Why was the shipment on time?” delayed?” • “With virtual meeting
“With virtual meeting software on everyone’s
software on everyone’s
devices, why are you insisting
devices, help me understand that we travel to conduct why you want quarterly quarterly reviews?”
reviews to be in person?” Other ways to ask...
“Can you help me understand why ...?”
“If I understood the reasons, I might be able to help.” Tips on the Art of Probing (1/3) 1. Keep asking.
But be sensitive and not flood (pile/overwhelm) the other
side with question after question.
2. Allow questions from the other side too.
3. Anticipate their questions. Tips on the Art of Probing (2/3)
4. Use open-ended questions.
The more open-ended the question, the more likely it will
lead to discussion and creative solutions.
5. Be direct but polite.
However, in some cultures, you may need to be more
indirect, so you do not appear confrontational or rude. Tips on the Art of Probing (3/3) 6. Plan ahead.
Prepare your questions beforehand.
Start with those you do have some information on before
moving to those where you lack sufficient information. 7. Actively listen.
Hear the complete answer to any Probe. Do not interrupt. Tactical Empathy 1
• To show an understanding of the other side’s position and
interest so they would consider collaborating with you.
• You may not agree with the other side, but you understand
where they are coming from (idiom: understand their attitude and point of view)
1 https://www.youtube.com/watch?v=ZrOKjIPDnsM Tactical Empathy Uses 1 1. correct tone of voice, 2. label ing, 3. mirroring, and 4. dynamic silence
1 https://www.masterclass.com/articles/how-to-use-tactical- empathy-to-negotiate 1. Correct Tone of Voice
Very important as it impacts the other party:
— aggressive tone  builds up angry response
— a gentle tone  diffuses tension, is calming 2. Labelling
Put a name (label) on the emotion that you hear:
 Sounds like you are upset with me.
 Sounds like this has hurt you. 3. Mirroring
Repeat last 1-3 words of what the other party just
said or something in the middle of their statement(s).
But of course, do not use it so often that it
irritates or comes across as false or patronizing. 4. Dynamic Silence
• This is a short “pause” in a negotiation where one
side listens actively, absorbs what is being said
and allows responses from the other side.
• It is a time where the conversation shifts to a
more reflective mode so that both sides have
time to consider what has been said.
Document Outline

• Slide 1: Qualities of Effective Negotiators
• Slide 2: Qualities of Effective Negotiators
• Slide 3: The Negotiator’s Probe...
• Slide 4: Ask about circumstance, not about what a person did or did not do.
• Slide 5: Other ways to ask...
• Slide 6: Tips on the Art of Probing (1/3)
• Slide 7: Tips on the Art of Probing (2/3)
• Slide 8: Tips on the Art of Probing (3/3)
• Slide 9: Tactical Empathy 1
• Slide 10: Tactical Empathy Uses 1
• Slide 11: 1. Correct Tone of Voice
• Slide 12: 2. Labelling
• Slide 13: 3. Mirroring
• Slide 14: 4. Dynamic Silence