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Apply Your Negotiation Skills To Handle Stressful Discussions
The most significant thing most of us learn from effective negotiations skills training is the significance to create a specific frame for a discussion, otherwise we are starting our discussions within the default frame of the other person. The following is a couple of points to take into account as you get ready for a tough conversation.
1. Remember that you are dealing with a person who has dreams, desires and goals similar to everybody.
When you have to deliver terrible news, make sure that you frame it sensitively. It is important for people to preserve their self-worth and there is no reason to create resentment & resistance within your counterpart.
For instance, let's say you have had a poor performing employee who you have decided to discharge.
One way of delivering the message could be:
Jayson, after carefully considering your track record and taking into account our previous discussions about your inadequate overall performance, I have reached a final decision to discontinue your services. Unfortunately my decision is final and I would like you to hand over any outstanding items and depart with immediate effect.
An alternative way of delivering the information could be:
Jayson, it saddens me to inform you that I have made a decision to cancel your services. I reached this decision because it is necessary that we have a 100% fit between our expectations and your ability to deliver and I feel strongly that your expertise will be more valued in a different kind of position instead of this one.
If you feel that you really would like to continue in this type of role then I would like to recommend that you pay attention to the following, possibly even commit to further development in this respect. Thank you for having made the effort to meet our standards and all the best with your future endeavours.
In the second situation you are at least recognising the belief that an effort was made on the part of the member of staff and that you are willing to help them refine their approach so that they can be more successful in future.
2. Effective negotiation training confirms that we must recognize our weaknesses.
If you have done something for which you should apologise, do not shift the blame, but take full responsibility. We have much more respect for individuals who admit their mistakes compared to those who dodge responsibility. Follow up your admission of guilt by asking the question how you can remedy the situation. Very few people have the expectation that just about everything needs to be perfect at all times. After all, people are all human and it is inevitable that you or anyone else for that matter will 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 learn that generally people will be more than happy with the fact that you apologised and will not demand anything additional aside from an assurance that the mistake will not be repeated.
Make sure you treat individuals with dignity and compassion. Even those folks who seem to be hard as nails often act this way as a defence against getting hurt.
It is not always easy to treat others with respect and dignity but it is definitely a target worth seeking, but use this advice and add to your sales training objectives, the results will speak for itself.
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