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Use Your Negotiation Skills In Order To Deal With Stressful Conversations
The most significant issue we learn from effective negotiations skills training is the importance to create a precise frame for a conversation, otherwise we are beginning our discussions within the default frame of the other person. The following is some aspects to consider as you get ready for a difficult conversation.
1. Remember you are dealing with an individual who has ambitions, desires and goals same as all of us.
When you have to deliver bad news, make certain you frame it sensitively. It is necessary for individuals to preserve their self-worth and there is absolutely no reason to build resentment & resistance within your counterpart.
As an example, let's say you have had a poor performing member of staff whom you have decided to discharge.
One way of delivering the message might be:
Jack, after carefully reviewing your track record and taking into account our past conversations regarding your inadequate overall performance, I have taken a decision to discontinue your services. Unfortunately my decision is final and I need you to submit any outstanding items and leave with immediate effect.
An alternative way of delivering the information could possibly be:
Jack, it saddens me to inform you that I have decided to discontinue your services. I arrived at this resolution since it is necessary that we have a 100% match between our requirements and your ability to deliver and I feel strongly that your skills is likely to be more appreciated in a different type of position instead of this one.
If you believe that you really wanted to continue in this type of position then I would really like to suggest that you pay attention to the following, possibly even commit to further improvement in this regard. Thank you for having made the effort to meet our requirements and all the best with your long term initiatives.
In the 2nd situation you are at least recognising the belief that an attempt was made on the part of the employee and that you are willing to help them refine their technique to enable them to become 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, do not shift the blame, but accept full accountability. We have a lot more regard for individuals who admit their errors than those who dodge responsibility. Follow up your admission of guilt by asking the question how you can remedy the situation. Not many individuals have the belief that just about everything needs to be perfect each time. After all, we are all human and it is inevitable that you or anyone else for that matter will be making mistakes every once in awhile.
If you ask whatever it is that can be done to remedy the circumstance you will be amazed to discover that in most cases people will be more than happy with the fact that you apologised and will not demand anything additional aside from a guarantee that the error will never be repeated.
Make sure you treat individuals with dignity and compassion. Even those individuals that appear to be hard as nails often act this way as a defence against getting hurt.
It is not always simple to treat other people with respect and dignity however it is definitely a target well worth pursuing, but use this advice and add to your sales training objectives, the results will speak for itself.
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