the language of negotiation
TRANSCRIPT
T h e
Language of
Negotiation
?
To confer with another so
as to arrive at the settlement of some matter through conference,
discussion, and compromise.
READING
Read the following text
Summarise the main points as a list of guidelines on negotiating
The Art of Negotiation
There has been a great deal of research into the art of negotiation, and, in particular, into what makes a 'good' negotiator.
One point most researchers seem to agree on is that good negotiators try to create a harmonious atmosphere at the start of a negotiation. They make an effort to establish a good rapport with their opposite number, so that there will be a willingness - on both sides - to make concessions, if this should prove necessary.
Good negotiators generally wish to reach an agreement which meets the interests of both sides. They therefore tend to take a long-term view, ensuring that the agreement will improve, or at least not harm, their relationship with the other party. On the other hand, a poor negotiator tends to look for immediate gains, forgetting that the real benefits of a deal may come much later.
Skilful negotiators are flexible. They do not "lock themselves" into a position so that they will lose face if they have to compromise. They have a range of objectives,- thus allowing themselves to make concessions, for example, "I aim to buy this machine for £2,000" and not "I must buy it for £2,000". Poor negotiators have limited objectives, and may not even work out a "fall-back" position.
Successful negotiators do not want a negotiation to, break down, If problems arise, they suggest ways of resolving them. The best negotiators are persuasive, articulate people, who select a few key arguments and repeat them. This suggests that tenacity is an important quality.
Finally, it is essential to be a good listener and to check frequently that everything has been understood by both parties.
The Art of Negotiation
(from Business Class: David Cotton, Sue Robbins. Pearson Education)
5 points for summary
Good negotiators try to create a harmonious atmosphere at the start of a negotiation
5 points for summary
Good negotiators try to reach an agreement which meets the interests of both sides
Good negotiators try to create a harmonious atmosphere at the start of a negotiation
5 points for summary
Skilful negotiators are flexible
Good negotiators try to reach an agreement which meets the interests of both sides
Good negotiators try to create a harmonious atmosphere at the start of a negotiation
5 points for summary
Skilful negotiators are flexible
Good negotiators try to reach an agreement which meets the interests of both sides
Good negotiators try to create a harmonious atmosphere at the start of a negotiation
Successful negotiators do not want a negotiation to break down
5 points for summary
Skilful negotiators are flexible
Good negotiators try to reach an agreement which meets the interests of both sides
Good negotiators try to create a harmonious atmosphere at the start of a negotiation
Successful negotiators do not want a negotiation to break down
It is essential to be a good listener
5 points for summary
A negotiation involves…
More than one person
A negotiation involves…
Bargaining
More than one person
A negotiation involves…
Solving problems
Bargaining
More than one person
A negotiation involves…
Solving problems
Bargaining
More than one person
Agreement and disagreement
A negotiation involves…
Solving problems
Bargaining
More than one person
Agreement and disagreement
Closing the deal
A negotiation involves…
Who Negotiates?
Married couples
Bargain hunters
People in difficult situations
Government leaders
Gangsters
The secrets of good negotiators
Planning
The secrets of good negotiators
Planning
Preparation
The secrets of good negotiators
Planning
Preparation
Technique
The secrets of good negotiators
Planning
Preparation
TechniqueLanguage
The secrets of good negotiators
Planning
PreparationResearch
TechniqueLanguage
The secrets of good negotiators
Planning
PreparationResearch
TechniqueLanguage
The secrets of good negotiators
Preparation Planning
Preparation Planning
The more you do the better
Preparation Planning
The more you do the better
Know your negotiating limits
Preparation Planning
The more you do the better
Know your negotiating limits
Set your goals at the planning stage
A goal without a plan is just a wishAntoine de Saint-Exupery
A goal without a plan is just a wishAntoine de Saint-Exupery
Do as much as possible
Techniques
Establishing a good rapport
Techniques
Confirming your negotiation theme
Establishing a good rapport
Techniques
Confirming your negotiation theme
Establishing a good rapport
Listening carefully
Techniques
Confirming your negotiation theme
Establishing a good rapport
Listening carefully
Avoiding conflict
Techniques
Confirming your negotiation theme
Establishing a good rapport
Listening carefully
Avoiding conflict
Summarising
Techniques
Confirming your negotiation theme
Establishing a good rapport
Listening carefully
Avoiding conflict
Summarising
Agreeing
Techniques
Confirming your negotiation theme
Establishing a good rapport
Listening carefully
Avoiding conflict
Summarising
Agreeing
Confirming
Techniques
Confirming your negotiation theme
Establishing a good rapport
Listening carefully
Avoiding conflict
Summarising
Agreeing
Confirming
Techniques
Language
Language
Language
Soften language
Be clear so as to avoid misunderstandings
Language
Soften language
Be clear so as to avoid misunderstandings
Language
Soften language
Ask questions
Be clear so as to avoid misunderstandings
Language
Soften language
Make proposals and concessions
Ask questions
Be clear so as to avoid misunderstandings
Language
Use words you know well
Soften language
Make proposals and concessions
Ask questions
SomeExamples of
Negotiation Language
Customer
Customer Supplier
Price
Price
Price
What’s the cost per item?
Price
The unit price is $600.
What’s the cost per item?
That seems rather high.
Price
The unit price is $600.
What’s the cost per item?
That seems rather high.
Price
What sort of price were you looking for?
The unit price is $600.
What’s the cost per item?
That seems rather high.
Price
We were expecting something around $500.
What sort of price were you looking for?
The unit price is $600.
What’s the cost per item?
That seems rather high.
Price
I think you will find our prices are
standard for this market.
We were expecting something around $500.
What sort of price were you looking for?
The unit price is $600.
What’s the cost per item?
Quality & discounts
Quality & discounts
If we ordered say 1000 units, what sort of discount
would you give?
Quality & discounts
Our normal discount is 3%.
If we ordered say 1000 units, what sort of discount
would you give?
Quality & discounts
Isn’t that a little low?
Our normal discount is 3%.
If we ordered say 1000 units, what sort of discount
would you give?
Quality & discounts
What kind of discount were you looking for?
Isn’t that a little low?
Our normal discount is 3%.
If we ordered say 1000 units, what sort of discount
would you give?
Quality & discounts
Something nearer 5%.
What kind of discount were you looking for?
Isn’t that a little low?
Our normal discount is 3%.
If we ordered say 1000 units, what sort of discount
would you give?
Quality & discounts
Delivery time
Delivery time
What’s your usual delivery time?
Delivery time
About six weeks.
What’s your usual delivery time?
Delivery time
I didn’t expect it to be so long.
About six weeks.
What’s your usual delivery time?
Delivery time
What exactly did you have in mind?
I didn’t expect it to be so long.
About six weeks.
What’s your usual delivery time?
Delivery time
If you deliver in four weeks, we will place an order.
Can you do that?
What exactly did you have in mind?
I didn’t expect it to be so long.
About six weeks.
What’s your usual delivery time?
Delivery time
That’s a little short for us, but we could deliver
locally in five weeks.
If you deliver in four weeks, we will place an order.
Can you do that?
What exactly did you have in mind?
I didn’t expect it to be so long.
About six weeks.
What’s your usual delivery time?
Delivery time
Terms of Payment
Terms of Payment
Can you tell me about your terms of payment.
Terms of Payment
30 days after delivery.
Can you tell me about your terms of payment.
Terms of Payment
Couldn’t you be a little more flexible?
30 days after delivery.
Can you tell me about your terms of payment.
Terms of Payment
What do mean?
Couldn’t you be a little more flexible?
30 days after delivery.
Can you tell me about your terms of payment.
Terms of Payment
Well we’d prefer, say, 60 days credit.
What do mean?
Couldn’t you be a little more flexible?
30 days after delivery.
Can you tell me about your terms of payment.
Terms of Payment
We normally only offer these conditions to
regular customers, but for you we can do this!
Well we’d prefer, say, 60 days credit.
What do mean?
Couldn’t you be a little more flexible?
30 days after delivery.
Can you tell me about your terms of payment.
Terms of Payment
Softening your language
Softening your language
Using negative questions
Softening your language
That seems rather high
Using negative questions
Softening your language
That seems rather high Isn’t that a little low?
Using negative questions
Softening your language
That seems rather high
Isn’t that a bit low?
Isn’t that a little low?
Using negative questions
Softening your language
That seems rather high
That’s quite low, isn’t it?
Isn’t that a bit low?
Isn’t that a little low?
Using negative questions
Softening your language
That seems rather high
Not very + positive adjective
That’s quite low, isn’t it?
Isn’t that a bit low?
Isn’t that a little low?
Using negative questions
Softening your language
That seems rather high
The hotel was dirty
Not very + positive adjective
That’s quite low, isn’t it?
Isn’t that a bit low?
Isn’t that a little low?
Using negative questions
Softening your language
That seems rather high
The hotel was dirty
Not very + positive adjective
That’s quite low, isn’t it?
Isn’t that a bit low?
Isn’t that a little low?
The hotel was not very clean
Using negative questions
Asking direct questions
Asking direct questions
Can you tell me about your terms of payment?
Asking direct questions
Can you tell me about your terms of payment?
What sort of discount would you give?
Asking direct questions
Can you tell me about your terms of payment?
What sort of discount would you give?
What kind of discount were you looking for?
Asking direct questions
Can you tell me about your terms of payment?
What sort of discount would you give?
What kind of discount were you looking for?
What exactly did you have in mind?
Avoiding Misunderstandings
Avoiding Misunderstandings
What exactly do you mean?
Avoiding Misunderstandings
What exactly do you mean?
When did you say you can do that?
Avoiding Misunderstandings
What exactly do you mean?
When did you say you can do that?
I’m sorry, I don’t quite understand
Making concessions
Making concessions
We normally only offer these conditions to
regular customers, but we can do this for you
Making concessions
We normally only offer these conditions to
regular customers, but we can do this for you
That’s a little short for us, but we could
deliver locally in two weeks
Making proposals
Making proposals
Making proposals
If you deliver in four weeks, we will place an
order. Can you do that?
Making proposals
If you deliver in four weeks, we will place an
order. Can you do that?
If we ordered, say one thousand units, what
sort of price would you give us?
Ways of saying “No”
Ways of saying “No”
People say lots of different things when they really mean "No."
Ways of saying “No”
People say lots of different things when they really mean "No."
I'll see what I can do
Ways of saying “No”
People say lots of different things when they really mean "No."
I'll see what I can do
I'll let you know
Ways of saying “No”
People say lots of different things when they really mean "No."
I'll see what I can do
Maybe
I'll let you know
Ways of saying “No”
People say lots of different things when they really mean "No."
I'll see what I can do
I'll ask
Maybe
I'll let you know
Ways of saying “No”
People say lots of different things when they really mean "No."
I'll see what I can do
I'll find out
I'll ask
Maybe
I'll let you know
Ways of saying “No”
People say lots of different things when they really mean "No."
I'll see what I can do
You could call my superior; he has more authority than me
I'll find out
I'll ask
Maybe
I'll let you know
Ways of saying “No”
People say lots of different things when they really mean "No."
I'll see what I can do
You could call my superior; he has more authority than me
I'll find out
I'll ask
Maybe
I'll let you know
In most cases, a clear and honest "No, I'm afraid not," is the option that causes least problems, if accompanied by an explanation of the reasons why
Remember!
Remember!
Ask for more than you expect to get
Remember!
Ask for more than you expect to get
Put yourself in the other party's shoes
Remember!
Ask for more than you expect to get
Put yourself in the other party's shoes
Negotiate the "PACKAGE" not just the price
Remember!
Ask for more than you expect to get
Put yourself in the other party's shoes
Never give without asking for
something in return
Negotiate the "PACKAGE" not just the price
Remember!
Say "NO" one more time
Ask for more than you expect to get
Put yourself in the other party's shoes
Never give without asking for
something in return
Negotiate the "PACKAGE" not just the price
Finally...
A Story
A sales-woman was driving home in the rain when she saw a little old lady walking by the roadside, heavily laden with shopping. Being a kindly soul, the sales-woman stopped the car and invited the old lady to climb in. During their small talk, the old lady caught sight of a brown paper bag on the front seat between them. " If you are wondering what's in the bag, " said the sales-woman, " It ' s a bottle of wine. I got it for my husband. " The little old lady was silent for a while, nodded several times, and said "Good trade."
Thank you for
yourAttention