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Use Your Negotiation Skills To Handle Very Difficult Conversations
The most significant thing we can be taught by effective negotiations skills training is the significance to establish a specific frame for a conversation, otherwise we are starting our discussions within the default frame of the other person. The following is a couple of points to consider as you prepare for a complicated discussion.
1. Remember that you are dealing with someone who has dreams, desires and goals similar to all of us.
In case you have to convey unpleasant news, make sure that you frame it sensitively. It is necessary for people to preserve their self-worth and there is no reason to build animosity & resilience within your counterparts.
For instance, let's say you have had a poor performing staff member who you have decided to discharge.
One way of delivering the message could be:
Jack, after thoroughly considering your track record and considering our previous meetings about your inadequate overall performance, I have reached a decision to terminate your services. Regrettably my assessment is final and I would like you to give in any outstanding items and depart with immediate effect.
An alternative way of delivering the information could be:
Jack, it saddens me to let you know that I have made a decision to terminate your services. I reached this resolution because it is necessary that we have a 100% fit between our requirements and your capacity to deliver and I feel genuinely that your knowledge will be more sought after in a different kind of position instead of this one.
If you feel that you really wanted to carry on within this kind of role then I would really like to suggest that you pay attention to the following, possibly even commit to further development in this regard. Thank you for having made the effort to meet up with our standards and good luck with your future initiatives.
In the second situation you are at least recognising the belief that an effort was made on the part of the employee and that you are happy to guide them improve their approach to enable them to be more successful in future.
2. Effective negotiation training confirms that we must declare our weaknesses.
If you have done something for which you need to apologise, you should never shift the blame, but take complete responsibility. We have a lot more respect for individuals who admit their mistakes than people who dodge responsibility. Follow up your admission of guilt by thinking how you can remedy the problem. Very few individuals have the expectation that just about everything needs to be perfect at all times. 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 whatever it is that you can do to remedy the circumstance you will be amazed to learn 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 error will not be repeated.
Make sure you treat individuals with dignity and compassion. Even those folks who 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 other people with respect and dignity but it is definitely a target worth pursuing, but deploy these recommendations and add to your sales training objectives, the results will speak for itself.
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