The Hindu Business Line : The art of negotiation

In a successful negotiation, everyone wins. The objective should be agreement, not victory. Every desire that demands satisfaction and every need to be met is, at least, potentially an occasion for negotiation; whenever people exchange ideas with the intention of changing relationships, whenever they confer for agreement, they are negotiating.

Negotiation is not always between two people: It can involve several members from two parties. Communication is the link that will be used to negotiate the issue/argument whether it is face-to-face, on the telephone or in writing.

Important considerations during negotiation are: Show respect; recognise and define the problem; seek a variety of solutions; collaborate; be reliable; and preserve the relationship.

Keys to a win-win negotiation

Orient yourself towards a win-win approach: Your attitude going into negotiation plays a huge role in the outcome.

Plan and have a strategy. Be clear on what is important to you and why it is important.

Separate people from the problem.

Parent-child conflict

It's Friday. Rahul and his mother are arguing again about the teenager's weekend curfew. Mrs Kumar has grown increasingly distressed by her son's continuing resistance to the 11 pm curfew. Rahul insists that this is unfair. Both become so angry and frustrated that they storm off to separate areas of the house to avoid each other and further conflict.

Effective approach: Compromise. Mrs Kumar has retreated to her room to calm down. It is time to discuss the issue with Rahul directly. She is careful to listen to Rahul and give him time, attention and respect. He can express feelings without fear that his mother will ignore or reject them. Rahul admits that he had grown frustrated by her seeming lack of respect for him, thus making him angry. Mrs Kumar and Rahul agree to a 11:30 pm curfew. Rahul had asked for a midnight curfew, but settles for the additional half-hour. Mother and son have found a middle-ground that both can live with.

Workplace conflict

Rajesh has been late for work several times in recent weeks. He has failed to turn in several important project outlines on time; he has not explained or apologised, thus annoying his employer. Until recently, Rajesh's attendance and performance at work had been consistent, motivated, and highly productive. Rajesh's recent behaviour has been so uncharacteristic that his employer decides to confront him, demanding a meeting the next day.

Effective approach: Consensus. At the meeting, Rajesh explains that he has been caring for his elderly father, who is suffering from Alzheimer's disease. Attempting to maintain a schedule at home and at work has proven difficult. Rajesh is concerned that he will lose his job. Rajesh's employer reassures him that his job is not in jeopardy. However, alternative and more flexible scheduling must be considered to resolve family-work conflicts. A consensus is sought. The employer values Rajesh's training and experience, and Rajesh values his job and his employer's understanding. Both are willing to discuss options and try out alternatives that best serve mutual needs.

Focus on interests, not positions; consider the other party's situation.

Create options for mutual gain.

Generate a variety of possibilities before deciding what to do.

Aim for an outcome based on some objective standard.

Pay a lot of attention to the flow of negotiation.

Take intangibles into account; communicate carefully

Use active listening skills; rephrase, ask questions and then ask some more.

Softspan (India) Pvt. Ltd, New Delhi

SoftSkillsSpeak@gmail.com

http://MentorQA.blogspot.com

Sarvesh Gulati

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