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Home / Negotiating

Category Archive for: ‘Negotiating’

On Whose Turf Should You Do The Negotiation? 0

Negotiation Location

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Since I teach negotiation skills as part of an effective personal brand, I often get a very simple, yet complex question.  People often wonder where is the best location/premise for them to hold face-to-face negotiations.  There are two schools of thought on this topic.

Some claim that you should always invite the other party to your turf and negotiate at your own office or at the place of your choosing. Many believe this gives you a “home court” mental and physical advantage.  You have access to your own staff and documents as well as having the comfort and familiarity of your own space.  Plus, you set the initial rules starting with where you meet to negotiate.

Others are of the belief that you should negotiate at your opponent’s premises/office/location. The logic here is that you get to have your opponent comfortable on their own turf so that you can get concessions on items they don’t see coming.  In addition, some prefer to be out of their own office so they don’t have any interruptions or distractions like calls and emails.  I never found either of these “benefits” to truly be benefits when negotiating.  To avoid distractions, just turn off your emails and your phone. As far as getting your opponent too cushy, if your opponent is one to fall prey to this distraction, then I don’t think you had much of a difficult negotiation anyway.

Perhaps the biggest reason people like to negotiate on opponent’s premises is because if you are thrown a tough question/topic you can use the excuse that you left certain documents/information at your office, thus you’ll have to “get back to them” and i.e, stall.  While I suppose this logic is possible, it fails on its merits.  Negotiations are successful when you are honest and have integrity.  Thus, you preserve and strengthen your personal brand.   If you’ve done your homework well and are ready for a negotiation, you’ll never be caught off so much that you’ll need to stall.  And if it does happen to you, just be honest and stay authentic.

So what does this mean for you?  I’ve never been involved in a negotiation that was won or lost due to the turf.  In my opinion, it really doesn’t matter where you negotiate as long as you know how to negotiate well and do so with integrity.

 

Posted on: 07-4-2011
Posted in: Negotiating, Personal branding, Uncategorized

Communicating With Aggressive Customers 0

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As a business owner or employee, we all have this problem sooner or later: a customer becomes aggressive, and even hostile, during a business interaction or negotiation.  What should we do?

First, I can tell you what NOT to do from my years of personal experience and observation of others in action.  Rarely does it work to interrupt the customer and offer up reasons as to why they are wrong.  I see this technique happen all the time with my clientele when I am working one on one with them.   My clients often tell me they feel the need to try to stop the customer and make them feel better by giving them the correct version of what happened.

The problem here is that by doing so you are: 1)angering the customer even more because you have interrupted their rant/rave 2) offering up what sounds like poor excuses to justify screwing up, leaving a very poor personal brand of yourself for the customer and 3) showing the customer that you are not able to “confront” them and have an intelligent conversation with them.

When you encounter an aggressive customer, I recommend you do the following:

1. Realize this situation is NOT personal to you- the customer isn’t aggressive with you.  They hardly know you. They are aggressive with the situation and you just happen to be the face of the situation upon whom they can vent. They don’t know you. They don’t know you are a kind person and on their side.

2.  Allow the customer to fully vent or finish their cycle of aggressiveness- Of course, this makes sense so long as they are not physically threatening you. But 9 times out of 10, people just want to be heard.  If you just allow them to be heard, you have given them 90% of what they need and want in that moment.

3. Acknowledge their reason for being aggressive- no matter how nuts you think the customer is being, remember that to them their aggressiveness is very real and right. They may go home and realize they were a jerk, but in that moment they feel hurt and thus, aggressive.  Realize this fact and say something to acknowledge them as humans. It could be as simple as saying, “I totally understand how you would feel this way”.  This statement doesn’t mean you agree with them, but that you get them.

4.  Look them in the eyes and don’t let your gaze drift- holding your own and being able to confront a situation means being able to be with a person in that very moment and looking them in the eyes. I’m not saying stare them down. In fact, that is exactly what NOT to do. But looking with compassion into another human’s eyes, immediately deflates any tense situation. Non-verbal communication is at least 78% of all communication. So by holding a steady gaze, you are saying volumes without saying a word. In fact, a firm and compassionate gaze sets you up for a completely effective and confident and strong personal brand.

WHAT EXPERIENCES HAVE YOU HAD WITH AN AGGRESSIVE CUSTOMER? EMAIL US AND LET US KNOW.

Posted on: 06-19-2011
Posted in: aggressive customers, Behavior, Communication, Confrontation, nonverbal communication

Your Personal Branding & Negotiation Basics: Confronting 0

negotiations and confrontations and your personal brand personal branding

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I define negotiations as when we work side by side with another party to come to a mutually beneficial result.   Being able to successfully negotiate speaks volumes about your personal brand, as I discussed in this blog post.

In all my years as a lawyer negotiating various agreements with tons of parties, I always found the best way to approach a successful negotiation was with the intention of having a peaceful interaction.  That said, the problem always comes up when we look at one of the fundamentals of negotiation:  confronting another party.

The term “confront” has a really bad vibe and meaning in our every day language.  We often hear people refer to someone as being “confrontational”.  What image or personal brand does that conjure up in your mind?  For most of us we envision someone being very aggressive, even angry, with their finger pointing at the other party and barking orders.  Am I close?

In my world,  “confront” is a great term. It means you can stand up to a situation and handle it successfully.  There is nothing wrong with confronting a situation as long as you do so peacefully with the intention that both you and the opposing party succeed and walk away content.    Standing up for yourself and explaining your wants and needs requires looking people in the eye, being totally present to them and the situation, and communicating effectively by using your words carefully.  I’m always encouraging clients to look at negotiations and confrontations as a way of connecting with people in a positive way.

Any situation you can’t confront and handle, handles you and leaves you without control.  That translates into an unsuccessful personal brand.

Posted on: 06-6-2011
Posted in: Anger, Behavior, Communication, Confrontation, Negotiating, Personal branding, Poor Image
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