HOW TO DESCRIBE A PROCESS

PARAPHRASING AND SUMMARIZING

BASICS OF NEGOTIATION

• An interactive communication process that may take place whenever we want

something from someone else or another person wants something from us
• To confer with another or others to come to terms or reach an agreement
• From Latin: to transact business

• Negotiation is basically “deal-making ”

• You are one of ten people at a conference table, each person sitting across from
another..Someone comes in the room and says “I will give Rs. 1,000 to the first person
who can persuade the person sitting across from them to come and stand behind his/
her chair.”

1. Avoider: says I don’t want to play, look foolish

2. Compromiser: both offering Rs. 500, starts running to other side
3. Accommodator: runs to other side, negotiates later
4. Competitor: sits tight, demands other person move
5. Problem-Solver: “let’s both get behind each others’ chairs, we can each make Rs.
1,000.”
Positions are WHAT we want

Interests are WHY we want something

Negotiate the WHY….not the WHAT

THE STEPS:

1. What is the negotiating style of the other party?

2. What are our/my interests?
3. What are the interests of the other side?
4. What do I have to trade that is low value to me, but high value to the other side?

5. What are three options I can use to move the negotiation to joint problem-solving?
6. What is the very least that is acceptable?
• What do we aspire to?
• What will we be content with?
• What can we live with? Make sure that this is better than the next st
 important negotiation skills to have :
1. Communication balance between being a rm negotiator
and a collaborative one.
Essential communication skills include
identifying nonverbal cues and verbal skills 5. Patience
to express yourself in an engaging way.
Skilled negotiators can change their Some negotiations can take a long time to
communication styles to meet the listener’s complete, occasionally involving
needs. By establishing clear renegotiation and counteroffers. Rather
communication, you can avoid than seeking a quick conclusion,
misunderstandings that could prevent you negotiators often practice patience to
from reaching a compromise. properly assess a situation and reach the
best conclusion for their clients.
2. Active listening
6. Adaptability
Active listening skills are also crucial for
understanding another’s opinion in Adaptability is a vital skill for a successful
negotiation. Unlike passive listening, which negotiation. Each negotiation is unique, and
is the act of hearing a speaker without the situation within a singular negotiation
retaining their message, active listening may change from one day to the next. For
ensures you’re able to engage and later example, an involved party may change
recall speci c details without needing their demands abruptly. While it's dif cult
information repeated. to plan for every possible situation, a good
negotiator can adapt quickly and determine
3. Emotional intelligence a new plan, if needed.

Emotional intelligence is the ability to 7. Persuasion

control your own emotions and recognize
others' feelings. Being conscious of the The ability to in uence others is an
emotional dynamics during negotiation can important skill of negotiation. It can help
allow you to remain calm and focused on you de ne why your proposed solution is
the core issues. If you're unsatis ed with bene cial to all parties and encourage
the current negotiation, express the need for others to support your point of view. In
a break so you and the other party can addition to being persuasive, negotiators
return later with refreshed perspectives. should be assertive when necessary.
Assertiveness allows you to express your
4. Expectation management opinions while respecting the other side’s
perspectives.
Just as you should enter a negotiation with
a clear goal, the other side also likely has 8. Planning
its own de ned expectations. If you believe
you might not be able to agree to each Negotiation requires planning to help you
other's terms, you could try adjusting your determine what you want. You should
expectations. Skilled expectation consider what’s the best possible outcome,
management involves maintaining a what’s your least acceptable offer and what
you will do if an agreement isn’t reached.
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The ability to prepare, plan and think ahead is in short supply, what can be done to
is crucial to a successful negotiation. increase it? Being able to nd unique
Planning skills are necessary not only for solutions to problems may be the
the negotiation process but also for determining factor in compromise.
deciding how the terms will be carried out.
12. Decision making
The best negotiators enter a discussion with
at least one backup plan, but often more. Good negotiators can act decisively during
Consider all possible outcomes, and be a negotiation. It may be necessary to agree
prepared for each of these scenarios. For to a compromise during a bargaining
negotiators, this is known as the “best arrangement. You need to be able to react
alternative to a negotiated agreement” decisively. Keep in mind that your
(BATNA). decisions may have lasting effects on
yourself or your company. It is important to
9. Integrity think through your options carefully
without overthinking your decision. Going
Integrity, or having strong ethical and back and forth between your options
moral principles, is an essential skill for without a clear answer might bring
negotiations. Being thoughtful, respectful unnecessary stress.
and honest allows the other side to trust
what you say. As a negotiator, you should Types of negotiation
be able to follow through on commitments.
To demonstrate trustworthiness, avoid over- Most negotiation outcomes will fall into
promising. one of two categories: "win-win" or "win-
lose." By understanding the different types
of negotiations, you can determine the most
relevant skills for your role and work to
improve them. Distributive and integrative
10. Rapport building negotiations are the most common types of
negotiation.
The ability to build rapport lets you
establish relationships with others where Distributive negotiations
both sides feel supported and understood.
Building a rapport requires you effectively In distributive negotiations, also called
communicate your goals but also "distributive bargaining," both sides try to
understand the other side’s wants and gain control of a limited amount of
needs. Rapport helps ease tensions, resources. This is considered a “win-lose”
promotes collaboration and increases the negotiation. One side’s gain equals the
likelihood of reaching an agreement. To other side’s loss. For example, a client may
build rapport, showing respect and using feel that if Company XWZ does not lower
active listening skills are critical. the price for a service, they will be paying
too much. The company may feel if it
11. Problem-solving decreases its price, it will lose money.

Negotiation requires the ability to see the Integrative negotiations

problem and nd a solution. If a price is too
high, how can it be lowered? If a resource
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Often referred to as a “win-win,” an Negotiations often require each side to
integrative negotiation occurs when compromise. Determine what is most
everyone bene ts from the agreement. important and what you are willing to settle
There is usually more than one issue to be for in its place. Setting your priorities ahead
negotiated so there are opportunities for of time can help you evaluate what you
tradeoffs. To reach an agreement, each side refuse to give up as well as where you’re
receives value. For example, a client willing to budge.
believes Company XWZ should reduce the
cost of its service to $800, and the company 3. Consider the opposition
believes it should maintain the cost at
Consider the potential opposition to your
$1,000. Both sides may negotiate a $900
negotiations. Do you think that your
service. In this case, both “win” $100.
manager will object to a pay increase
because of declining sales? Will you be
denied a higher starting salary for a
How to skilfully prepare for a position because your requested rate is
negotiation above the average range? Write down all
By considering these steps ahead of time, the potential opposition
you can be prepared to use your negotiation
to argue your case.
skills
4. Know when to walk away
to your full potential.
One of the hardest parts of negotiation can
1. Do your research
be knowing when to walk away from a
Before entering a negotiation, evaluate all deal. It is important to enter all negotiations
sides and consider their goals. For example, recognizing that you may not be able to
if you’re nearing the end of the hiring agree. Once you realize no further
process, you may be preparing to negotiate compromises can be made and one or
a salary. The employer likely wants to hire neither side is willing to accept the terms,
someone who can complete the required it’s probably time to walk away.s and then
job duties for a competitive salary. You gather the information you cause
likely want to offer your experience and
5. Keep your timeline in mind
knowledge to a company in return for what
you perceive to be fair pay. A timeline can signi cantly impact your
position of power in the negotiation
It can also be helpful to research the person
process. The same rule can apply for a
with whom you are negotiating. Understand
longer time period. If a company is
the limitations of the negotiator. Do they
considering partnering with a vendor but
have the ability to give you what you want?
they do not yet need their services, the
Sometimes the person you are negotiating
vendor may have a harder time convincing
with will be unable to meet your demands.
the company to meet their terms. The
Understanding these limitations can help
company may push harder for discounted
you strategize.
rates and more value because if the vendor
2. Know your priorities does not agree, they still have time to nd
another solution.
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 Challenges to negotiating in the 1) De ne the concessions you're willing
workplace to accept in advance.

The workplace is ever-changing, but In the heat of the moment, a 30% discount
negotiation remains constant. Keep in mind or additional six months of support might
that changing business practices can seem perfectly acceptable. It's only when
present new challenges. In addition to you get back to your desk and start drafting
learning negotiation skills, it also necessary up the contract that you realize you agreed
to know how to adjust them to a speci c to terms you can't or shouldn't accept.
situation. Clearly de ning the limits on price
discounts, freebies, or other add-ons before
For example, many meetings today are you meet with your prospect will ensure
entirely on the phone or over the internet, you come to a mutually bene cial
and some negotiations may occur via email. agreement.
These methods of communication can
inhibit your ability to read non-verbal cues, 2) Let the prospect go rst.
so you might suggest interacting through a
video chat instead. You've presented the terms of the deal, and
the prospect would like to negotiate them,
Negotiation skills can help you develop so let them start the conversation. In the
your career, secure a higher salary and meet spirit of being accommodating, salespeople
critical business needs. Continuous practice are often tempted to offer a discount or an
is key to improve your negotiation ability. adjustment before the prospect even opens
their mouth.
Negotiation Skills to Develop
But you don't know what they're going to
The most important negotiation skills in say! Just as in other areas of sales, it pays
sales are: to listen rst, and then speak.
1. Clearly de ning concessions 3) Don't give a range.
2. Speaking second If the customer would like money knocked
off your product's price tag, don't say,
3. Steering clear of ranges
"Well, I could probably reduce the cost by
4. Refusing to "split the difference" 15 or 20%." Who would accept 15% when
20% has been offered? Always quote one
5. Writing terms at the right time speci c number or gure and then go
higher or lower as necessary. The word
6. Speaking with the decision maker "between" should be avoided at all costs.
7. Getting for a give 4) Avoid splitting the difference.
8. Talking more than money According to sales expert Art Sobczak,
offering to split the difference can do more
9. Being human
harm than good. For example, if the
10. Knowing when to walk away product or service costs $100 and the
prospect wants a 50% discount, the
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 salesperson shouldn't counter with $75 The most commonly negotiated aspect of a
although it seems logical to do so. If the sales deal is price, so salespeople should be
salesperson offers a slight discount but still prepared to talk discounts. However, since
keeps the number in the neighborhood of price is tied to value, and value tied to a
the original price, the prospect will likely customer's perception of and satisfaction
accept, and the margin takes less of a hit. with a product, salespeople might consider
offering other add-ons or freebies in lieu of
5) Don't put anything in writing until the a smaller price tag. But bear in mind that
conversation is over. this is not a hard and fast rule -- the speci c
concessions a salesperson can offer
Negotiations can swing back and forth and
depends on the situation.
around again. Many ideas will be proposed,
and while some will be accepted, others
will be shot down. A salesperson would be 9) Keep the conversation light.
wise not to revise the contract until the
meeting has ended, and all parties have Although prospect and salesperson sit on
verbally agreed to the terms. opposite sides of the table during a
negotiation, they will be partners if the deal
6) Negotiate with the decision maker. is signed. Keep the talk light and jovial to
avoid creating bad blood.
This tip might seem obvious, but according
to John Holland, many salespeople make 10) Walk away if necessary.
the mistake of negotiating with the wrong
person. And this means that when talks Salespeople shouldn't be willing to accept
begin with the true decision maker, they'll any curveball a prospect throws at them. If
likely start at the already discounted price demands become unreasonable or
quoted in the rst meeting. A great outcome unpro table for the company, don't be
for the prospect, but a poor outcome for the afraid to walk away from the deal. A
seller. customer who only agreed to sign if the
contract was radically amended or the price
7) Get something in return for was drastically dropped is bound to cause
concessions. problems down the road. And since they
clearly don't see much value in the offering,
Healthy salesperson-customer relationships
it's only a matter of time before they
are borne out of mutual respect and trust.
become dissatis ed. Get out for your and
With this in mind, salespeople shouldn't
your prospect's saKE..
accept every single one of a prospect's
demands without making some requests of
their own. By keeping the negotiation a
win-win for both sides, salesperson and
client remain on equal footing, which lays
the groundwork for a mutually bene cial
relationship.

8) Expand the conversation beyond

money.
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 Con ict Management Skills

Con ict is a natural part of any workplace, especially in those with many people of varying
responsibilities and personalities who must work together. You can nd con ict between
groups, individual employees and even between members of management. It's important to
manage con ict so the workplace can continue to be a positive and collaborative
environment where employees are happy and productive at work.

What are con ict management skills?

Con ict management skills are abilities that help you manage how con ict affects you,
those you work with and the workplace as a whole. Knowing that con ict is inevitable,
con ict management aims to make con ict a productive part of the workplace, and if you
have the skills do to so, you can contribute to an environment where con ict is accepted,
managed and used positively.

Examples of con ict management skills

There are skills you can build to become successful at managing con ict in the workplace.
The most effective con ict management combines many of these skills. Here are six con ict
management skills you can use to keep all con ict from negatively affecting the workplace:

Effective communication

One of the most important skills you can have for con ict management is the
communication skills to resolve con ict effectively. Effective communication may involve
having a friendly yet straightforward way of speaking to others during a con ict. It also
means speaking clearly and precisely in an attempt to avoid any miscommunication.

Effective communication means you take notice of who you're speaking to and adjust the
language you use and body language you exhibit to communicate better with them. Refrain
from using language that's hurtful or inappropriate.

Active listening

When you practice active listening, you are letting others know that you want to hear what
they have to say and that it's important to you to understand their thoughts. Active listening
shows respect and involves looking the other person in the eye, nodding as they speak and
then taking a moment to comprehend what they've said before you respond or ask questions.
When you take the time to actively listen, you are hearing other perspectives that can help
you manage con icts better.

Practicing empathy

Empathy means you understand how another person feels because you consciously take the
time to see their perspective. With empathy you can also understand more what your
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 counterpart's needs, wants, motivations and goals are, but you're also able to consider their
pain points.

While empathy may come naturally to some, it's also a skill you can develop by asking for
and providing feedback, asking questions to understand a different viewpoint, being open to
differences of opinion and building trust with your coworkers and managers.

Problem-solving

A lot of con icts occur, or become worse, because of the lack of a viable solution. With
great problem-solving skills, you can come up with a creative solution that will work well
for the parties involved in the con ict. To display problem-solving skills, you may
brainstorm solutions to the problem, collaborate with others, seek to completely understand
the underlying issue and then provide a fair resolution.

Positive attitude

Maintaining a positive attitude can help you process and work through con ict so that the
result is a more cohesive workplace. Positivity helps you realize that mistakes happen and,
therefore, you can gure out how to avoid con ict over it and move on.

Level-headedness

When you are level-headed, you're able to control your emotions in the workplace. This
level of emotional intelligence can help keep a con ict from getting unnecessarily worse.
With it, you're able to approach con ict with a calm demeanor that works with con ict so
the workplace is better for it. If you lack this skill, then con icts can escalate and create
more intense con ict that is not as easily resolved.

How to improve con ict management skills

1. Sign up for a workshop. You will could feel, which can help you
likely be able to nd plenty of understand the people you work
classes and workshops hosted by with and customers you support.
experts in con ict management.
They'll be able to give you the tools
to approach con icts in the 3. Ask for feedback. When you're
workplace and manage them so the going through the con ict
of ce can operate as it should. management process, ask your
superior for feedback on how you're
2. Do a role-playing exercise. Role- handling the situation. They'll be
playing can be particularly effective able to give you tips for how to can
to improve your con ict approach con ict management better
management skills because it forces in the future.
you to put yourself in someone else's
situation. Through role-playing,
you'll be more aware of how
someone in a particular position
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 4. Collaborate. One way to improve 5. feel more comfortable working with
your con ict management skills is others on resolving issues and
by collaborating with others. When nding solutions to move forward
you have experience collaborating with.
and know the importance of it, you'll

Con ict management skills in the workplace

Here are some ways you can show your con ict management skills in the workplace:
Have patience between a close friend and a new employee
you don't know well. If you don't feel you
Managing con ict requires that you're able can be impartial, then consider asking
to have patience with everyone you're someone else to step in and manage the
communicating with about a current or con ict instead. Impartiality means you
potential con ict. You need to have the advocate for what's right in a particular
patience to be able to hear everyone's point situation and nd a way through the
of view, and the patience to take the con ict that's helpful for all involved.
necessary time to manage the con ict
moving forward. Patience can also help you Be open to discussion
avoid con icts because you're less likely to
succumb to a frustrating scenario. To manage con ict, you must be willing to
discuss the circumstances and situation
Understand body language you're in. Discussion is a valuable part of
managing a con ict so that the workplace
You can pick up on cues from others doesn't feel negative effects from the
through their body language. You may be con ict. Discussion also helps everyone
able to understand if they are frustrated, understand each other's perspective and feel
mad, upset or happy just by viewing if they comfortable sharing their own opinions.
cross their arms, roll their eyes or display
any other movements that indicate how Reference the company values
they are feeling. Also, be sure to understand
how others may perceive your body Everyone gets hired understanding the
language. company values, and it's important to
adhere to them when working through a
Be impartial con ict. Company values serve as a
reminder of the kind of culture the business
One of the best ways to manage con ict is is trying to build and how everyone has a
by staying impartial, even if the con ict is responsibility to adhere to company policy.
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 How to highlight con ict management skills

Con ict management is a crucial part of any workplace, but it may not be a skill that
managers are actively looking for when they are going through the hiring process. However,
you should think about how to highlight these skills if you know the role may require it.
Here's how:

Con ict management skills for resume

Especially if you're applying for a human resources or management role, consider including
your con ict management skills in the skills section of your resume. Doing this will help a
hiring manager who may be scanning your resume understand how you will be able to
manage con ict and help the workplace function well with you as a guide. Use words
associated with con ict management throughout your resume as they t without seeming
forced.

Con ict management skills for cover letter

Your cover letter is your opportunity to expand on something in your resume, or include
something more detailed about your work personality that may not have an appropriate
place in your resume. Even though your cover letter shouldn't be too long, you can still
describe a situation from a prior role where you were able to contribute to a positive work
environment because of your con ict management skills.

Con ict management skills for the job interview

The job interview is often where you will be making your nal impressions to a hiring
manager before they make their decision on which candidate to bring into the role. Make
sure to look your interviewer in the eye, actively listen to what they say about the position,
carefully regard the questions they ask, keep your body language open and communicate
your answers clearly.

The hiring manager may even ask about a time where you were in con ict with someone
else, either a coworker or customer, and how you managed this con ict. In this case, you
have the freedom to share more about your experience and how effective you were at
turning a potentially negative con ict into a positive for the workplace.
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