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DEALING
WITH DIFFICULT PEOPLE AND DIFFICULT SITUATIONS
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Negotiate your ways from confrontation to cooperation
How do you deal with any angry consumer, a boss who blows
up at you, a peer who threatens to go over your head, someone
who won't negotiate or just says "no" or a party
who imposes last minute demands on an existing agreement ?
Dealing with difficult people and difficult situations offers
an opportunity to become more proficient at turning aside
attacks and dirty tricks, handling emotional ourbursts, escaping
from seemingly impossible situations, and moving from face-to-face
confrontation to side-by-side negotiation problems that arise
daily both inside the organization and when dealing with outside
parties.
This workshop is designed for all those who have successfully
completed the first program : Effective
Negotiation Skills.
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OBJECTIVES
Dealing with difficult people and difficult situations introduces
five steps which can substantially increase your ability to
confront and disarm hard bargainers and succeed in difficult
negotiations.
While discovering this five-step strategy,
you will learn how to :
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Prepare
for difficult negotiations, even when you don't have much time,
Neutralize threats, lies and insults,
Deal with others more powerful than you,
Handle power more constructively,
Strengthen interpersonal relationships,
Regain control of the negotiation,
Learn to recognize common manipulative tactics
used by hard bargainers and difficult people, as well as the
key to neutralizing their effects.
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PROGRAM
1 DON'T REACT : GO TO
THE BALCONY
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Take time to prepare
Keep a balanced approach
Name the game : identify the tactics and neutralize them
Avoid making important decisions on the spot
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2 DON'T
ARGUE : STEP TO THEIR SIDE
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Acknowledge the person
Build a working relationship
Accumulate yeses
Make "I" statements, instead of "you" statements
Acknowledge your differences with optimism
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3 DON'T
REJECT : REFRAME
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To change the game,
change the frame
Reframe tactics and expose tricks
Negotiate about the rules of the games
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4 DON'T
PUSH : BUILD THEM A GOLDEN BRIDGE
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Involve the other side
satisfy unmet interests
Help them save face
Go slow to go fast
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5 DON'T
ESCALATE : USE POWER TO EDUCATE
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Let them learn the consequences
Demonstrate your BATNA
Use your BATNA to defuse their reaction
Keep sharpening their choice
Even when you can win, negotiate
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6 TURNING
ADVERSARIES INTO PARTNERS
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Forge a lasting agreement
Aim for mutual satisfaction, not victory
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Number of days
: 3
Coaching of difficult negotiation is also available |
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