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Apply Your Negotiation Skills To Help Manage Very Difficult Discussions
The most important issue most of us learn from effective negotiations skills training is the value to establish a specific frame for a conversation, otherwise we are starting our discussions within the default frame of the other party. Here is some aspects to take into account as you get ready for a stressful discussion.
1. Remember that you are dealing with an individual who has dreams, hopes and aspirations much like everybody.
When you have to convey terrible news, make sure that you frame it sensitively. It is necessary for people to maintain their dignity and there is absolutely no reason to create resentment & resilience within your counterparts.
For instance, let's say you have had a poor performing member of staff who you have decided to let go.
One way of delivering the news might be:
Tony, after carefully monitoring your track record and considering our previous conversations about your poor performance, I have taken a final decision to discontinue your services. Regrettably my assessment is final and I would like you to submit any outstanding items and depart with immediate effect.
Another way of delivering the news could possibly be:
Tony, it saddens me to inform you that I have have decided to cancel your services. I reached this resolution because it is important that there is a 100% match between our expectations and your ability to deliver and I feel genuinely that your expertise will be more appreciated in a different kind of role rather than this one.
If you believe that you really would like to continue within this kind of role then I would really like to recommend that you pay attention to the following, and perhaps invest in further improvement in this respect. Thank you for having made the effort to meet our demands and good luck with your future initiatives.
In the second example you are at least recognising the fact that an attempt was made on the part of the member of staff and that you are willing to guide them improve their approach to enable them to be more effective in future.
2. Effective negotiation training confirms that we must acknowledge our weaknesses.
When you have done something for which you should apologise, do not shift the blame, but acknowledge complete responsibility. We have a lot more respect for those who own up to their errors compared to those who dodge responsibility. Follow up your admission of guilt by thinking how you can remedy the problem. Very few individuals have the expectation that everything must be perfect each time. After all, people are all human and it is unavoidable that you or anyone else for that matter are going to be making mistakes from time to time.
If you ask whatever it is that you can do to remedy the situation you will be surprised to discover that generally people will be more than happy with the fact that you apologised and will not need anything additional apart from an assurance that the error will not be repeated.
Remember to treat people with dignity and compassion. Even those individuals that seem to be hard as nails often act in this way as a defence against getting hurt.
It is certainly not always easy to treat other people with respect and dignity but it is certainly an objective well worth seeking, but use these recommendations and add to your sales training objectives, the results will speak for itself.
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