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The Art of Negotiation

The Art of Negotiation


Objectives: To list examples that require successful negotiating skills in your personal and professional life To explain the elements of successful negotiation To describe the barriers to successful negotiation

The Art of Negotiation


Outline: Elements of Successful Negotiation Preparation Communication Skills Emotional Control Final Negotiations - Closing the Deal Final Tips

Negotiations

The Art of Negotiation


Exercise #1: List 2 examples where negotiation skills might be required in your professional life.
1. ________________________________ __________________________________ 2. ________________________________ __________________________________

Elements of Successful Negotiation


Preparation Setting goals and limits Communication Skills: Listening skills Clarity Understanding body language Emotional Control Final Negotiations Closing the Deal

Preparation
Preparation develops a position of strength Understand the issues and potential hidden agendas Know the people/personalities youll be negotiating with Preparation establishes a foundation for success and builds confidence

Donaldson, M. Negotiations for Dummies. New York, NY: Hungry Minds, Inc, 1996. Kramer, H. Game, Set, Match: Winning the Negotiation Game, A Step-by-Step to Getting What You Want From Any Negotiation. New York, NY: ALM Publishing, 2001.

Preparation: Goals
Set goals with a specific purpose of negotiation in mind Example Purpose: Fully staff the department by January of next year Example - Goal: Increase wages/benefits to meet or exceed local standards

Donaldson, M. Negotiations for Dummies. New York, NY: Hungry Minds, Inc., 1996.

Preparation: Limits
Define minimum and maximum limits What youre willing to give up What will cause you to walk away
Know that you have other choices Know what those choices are Know your or else position Know how to enforce your limits

Preparation
Caution:
NEVER begin a negotiation until you are fully prepared!

Donaldson, M. Negotiations for Dummies. New York, NY: Hungry Minds, Inc., 1996.

Communication Skills
Successful communication requires: Active listening Open, two-way communication Clarity understanding and being understood Ability to correctly interpret body language
Maddux, R. Successful Negotiation: Effective Win-Win Strategies and Tactics. Los Altos, CA: Crisp Publications, Inc. 1988.

Active Listening
Tips to demonstrate active listening:
Clear away distractions Sit up straight Face the speaker Make eye contact Uncross arms/legs Lean forward THINK before you respondpause, to make certain you understand and are responding to the message delivered

Active Listening

Exercise #2: List two additional examples that demonstrate active listening.
1. ______________________________________ ________________________________________ 2. ______________________________________ ________________________________________

Active Listening
Barriers Pre-conceived ideas Defense mechanism (dont want to hear information) Fatigue Poor listening habits Lack of respect for ideas/people Lack of self confidence
Donaldson, M. Negotiations for Dummies. New York, NY: Hungry Minds, Inc., 1996.

Clarity
Tips to clarify information:
Ask questions to identify key issues and topics Plan questions in advance to narrow issues and topics Tailor questions to the listener using appropriate terminology Follow-up general responses with specific questions Keep responses short and concise
Maddux, R. Successful Negotiation: Effective Win-Win Strategies and Tactics. Los Altos, CA: Crisp Publications, Inc. 1988.

Clarity
Tips to present information more clearly:
Present information in a logical format that is easily understood: Point to be made: Our wage scale is too low Reason supporting the point: Low wages result in job dissatisfaction and the loss of technologists

Clarity
Example emphasizing the reason: In the past three months, we have lost four technologists to local community hospitals with wages exceeding our top range by $5.25 and have been unsuccessful in recruiting new technologists to fill those vacant positions.
Summarize the point: Our wage scale is too low

Clarity
Barriers to Clarity: Fear of rejection Fear of hurting someone else General distractions/interruptions Sidebar discussions Poor preparation Too busy to be clear
Donaldson, M. Negotiations for Dummies. New York, NY: Hungry Minds, Inc., 1996.

Body Language
Body language plays a critical role in communication Accurate interpretation of body language is required for successful negotiations Body language is expressed by: Eye and facial expressions Arm and hand positions Leg and foot positions Posture and body position
Donaldson, M. Negotiations for Dummies. New York, NY: Hungry Minds, Inc., 1996.

Body Language
Body language signaling receptive communication: Direct eye contact Body position relaxed arms and legs uncrossed Alert and smiling facial expression Movement of head to indicate interest (nodding in agreement or tilting with interest) Attentive posture or slightly leaning forward
Donaldson, M. Negotiations for Dummies. New York, NY: Hungry Minds, Inc., 1996.

Body Language
Body language signaling barrier to communication: Slouched posture indicating boredom or lack of interest Lack of eye contact Body position tense, crossed arms and legs Neutral or frowning facial expression Movement of head in a distracted manner (turning away)
Donaldson, M. Negotiations for Dummies. New York, NY: Hungry Minds, Inc., 1996.

Emotional Control
Emotional control = emotional distance Understand your personal strengths and weaknesses Identify your hot buttons and know how to control them Call for a time-out whenever necessary to maintain control and confidence
Kolb, D. Everyday Negotiation: Navigating the Hidden Agendas in Bargaining . San Francisco, CA: A Wiley Imprint, 2003.

Emotional Control
Emotional Control = Emotional Distance Express enthusiasmbut not at the expense of others Be assertive, not aggressive Learn to deal with frustration and discouragement Learn to deal with difficult people
Kolb, D. Everyday Negotiation: Navigating the Hidden Agendas in Bargaining . San Francisco, CA: A Wiley Imprint, 2003.

Emotional Control
Exercise #3: Give two additional examples of techniques to maintain emotional control.
1. ______________________________________ ________________________________________ 2. ______________________________________ ________________________________________

Emotional Control: Difficult People


People come with all types of personalities: Bully Rude/insensitive Passive/aggressive Manipulative Understanding and addressing specific personalities can assist in a successful negotiation process
Kolb, D. Everyday Negotiation: Navigating the Hidden Agendas in Bargaining . San Francisco, CA: A Wiley Imprint, 2003.

Emotional Control: Difficult People


Techniques to address difficult people: Encourage participation Discourage dominators and ramblers Be firm and assertive Maintain focus and a clear direction Give people the benefit of the doubt Use time-outs whenever necessary to maintain emotional control
Kolb, D. Everyday Negotiation: Navigating the Hidden Agendas in Bargaining . San Francisco, CA: A Wiley Imprint, 2003.

Difficult People
Exercise #4: Give one tactic for successfully interacting with each of the following personality traits:
Bully: _______________________________________ Rude: _______________________________________ Know-it-all: __________________________________ Passive: ______________________________________

Final Negotiations: Closing the Deal


A win/win: Relies on each side accepting responsibility for achieving their own interests Is a subjective perception Relies on honesty and respect A successful negotiator recognizes when to close the deal or walk away from negotiations Once an agreement has been reached, the negotiator should briefly summarize the discussion and conclude the meeting
Kramer, H. Game, Set, Match: Winning the Negotiation Game, A Step-by-Step to Getting What You Want From Any Negotiation. New York, NY: ALM Publishing, 2001.

Final Tips: Traits of A Great Negotiator


Empathy Respect Personal Integrity Fairness Patience Responsibility Flexibility Sense of Humor Self Discipline Stamina

Maddux, R. Successful Negotiation: Effective Win-Win Strategies and Tactics. Los Altos, CA: Crisp Publications, Inc. 1988.

Final Tips: Successful Techniques


Avoid personal attacks Break up large ideas/issues into smaller parts Stress facts from simple to complex Use informality: talk face-to-face use humor Illustrate ideas with real world examples
Kolb, D. Everyday Negotiation, Navigating the Hidden Agendas in Bargaining. San Francisco, CA: A Wiley Imprint, 2003.

Final Tips: Techniques to Avoid


Starting negotiations before you are ready Negotiating with the wrong person Inflexibility early in negotiations Losing control, feeling powerless Losing sight of fixed goals and limits Being concerned about the other guy Failure to focus on the end result a successful outcome
Donaldson, M. Negotiations for Dummies. New York, NY: Hungry Minds, Inc., 1996.

Summary
Successful negotiations rely on: Preparation: Setting specific goals and limits Communication skills Emotional control Closing the deal

Application Workshop
Select 4 individuals from the audience to act as a committee representing the technologists in the department Select 1 individual from the audience to act as the department administrator. Note: the department administrator has no clinical experience and is only interested in the financial bottom line.

Application Workshop
Problem to be addressed: Overtime has been determined as excessive in a fully staffed department and normal patient volume Managements solution: begin rotating 2 technologists to a later shift (10 am 7pm) - current department hours: 8 am 5:30 pm Extenuating Circumstances: All technologists have either family or evening commitments (school, etc.) and cannot work the later shift.

Application Workshop
Goal: Reduce overtime by a minimum of 80% within 60 days Solution: The committee will determine alternative solutions to the 10 am-7 pm shift and negotiate an acceptable resolution that meets managements mandate of a reduction in overtime by 80% while maintaining working hours acceptable to the technical staff.

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