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Apply Your Negotiation Skills To Help Manage Very Difficult Conversations
The most significant issue we can be taught by effective negotiations skills training is the value to establish a specific frame for a discussion, otherwise we are starting our discussions within the default frame of the other person. The following is some aspects to consider as you prepare for a stressful discussion.
1. Remember that you are dealing with an individual who has dreams, expectations and goals much like all of us.
In case you have to convey terrible news, make sure that you frame it sensitively. It is important for people to preserve their self-worth and there is absolutely no reason to build animosity & resilience within your counterparts.
For instance, let's say you have had a poor performing member of staff who you have decided to discharge.
One way of delivering the message might be:
Jack, after thoroughly monitoring your track record and considering our previous conversations about your inadequate overall performance, I have taken a decision to terminate your services. Regrettably my assessment is final and I would like you to submit any outstanding items and depart with immediate effect.
An alternative way of delivering the information could possibly be:
Jack, it saddens me to let you know that I have have decided to cancel your services. I reached this decision because it is essential that we have a 100% match between our requirements and your capacity to deliver and I feel genuinely that your expertise will be more appreciated in a different kind of function instead of this one.
If you believe that you really wanted to carry on within this kind of role then I would like to recommend that you pay attention to the following, or perhaps commit to further improvement in this regard. Thank you for having made the effort to meet up with our demands and good luck with your future endeavours.
In the second instance you are at least recognising the belief that an attempt was made on the part of the employee and that you are happy to guide them improve their approach so that they can be more successful in future.
2. Effective negotiation training confirms that we must recognize our weaknesses.
When you have done something for which you need to apologise, you should never shift the blame, but acknowledge complete responsibility. We have much more respect for individuals who admit their errors than people who dodge responsibility. Follow up your admission of guilt by thinking how you can remedy the problem. Very few people have the expectation that just about everything needs to be perfect each time. After all, we are all human beings 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 what it is that you can do to remedy the circumstance you will be amazed to discover that in most cases people will be more than pleased with the fact that you apologised and will not need anything additional apart from an assurance that the mistake will not be repeated.
Make sure you treat individuals with dignity and compassion. Even those individuals that appear to be hard as nails generally act in this way as a defence against getting hurt.
It is certainly not always easy to treat others with respect and dignity but it is definitely a target well worth pursuing, but deploy these recommendations and add to your sales training objectives, the results will speak for itself.
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