Topic 1.12.2 Conflict Resolution in Negotiations
CONFLICT RESOLUTION IN NEGOTIATIONS
1.Warm up
Discuss the following questions.
- In what kind of situations would it be necessary to negotiate?
- Have you ever negotiated anything? Why/Why not? What happened?
- Do you consider yourself a good negotiator? Why/why not?
- If someone was preparing to negotiate for the first time, what advice would you give them?
2.The negotiation process
Complete the following typical stages of a negotiation:
3.Listening
Listen to the following extracts from a negotiation and decide in which extract each stage (from the previous exercise) happens.
Click here to listen.
4A.Negotiation tactics
- Can you think of any dangers in using the above negotiation tactics?
- Which type of negotiation do they represent?
4B. Which negotiation tactic above would you ‘neutralise’ with the following responses?
- Probe each interest thoroughly, e.g. by asking how each one helps your opponent.
- Focus your efforts on Mr./Mrs. Nasty and ignore Mr./Mrs. Nice. Alternatively, just ignore the tactic altogether.
- Be very clear about what is included and excluded in the deal. Resist the temptation to make the final concession.
- Show your surprise and allow yourself to laugh. Mention other deals you have made to persuade your opponent to adjust his/her expectations.
- Ignore the threat and continue the negotiation as if you have not heard it.
- Restate your offer. Do not make any suggestions or concessions. In extreme cases, get up and walk out the door in the hope that your opponent will call you back and continue in a reasonable manner.
- Make sure you know what your competitors are offering and be prepared to explain how your product or service differs in terms of value.
- If you make this concession, make sure you get something back. Alternatively, focus on how your product or service will save your opponent time or money in the long-term.
5. Useful expressions
6.The grammar of diplomacy
In order to negotiate more effectively, various grammatical features are used to keep your options open, soften ‘bad news’ and generally make remarks and questions more diplomatic and persuasive.
7.Role play
Work with a partner. Imagine you are negotiating a deal with one of your actual customers. Use language from this lesson. Take turns to be supplier and customer.