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ACKN OWLEDGE M ENTS
Preparedfor OW by StarflshDesignE&torial ondPrqed MoBgefist Ltd
Thepublisherwouldlikt to lhanktheJonwing for tlwir lcitrdpem.Lsnotto
reproducephotograpfu:Alamy Ltd. pp.12 (Executive discussion/@Richard
Vdovjak),27 (Inductio4o PhotoAlto), 30(Corporateparty/@PhotoAlto),
59 (Cinema/o Aardvark). OLIPpp.5 (Executives/Sigrid OlssonPhotoAlto),
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LondoniCorel),p.20(Secretary/Stockbyte),p.22(BusinessIntroduction/
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stockbyte), 60 (A meeting/sigrid olssonphotoAlto), 51 (A meeting/
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Stockbyte).
Cwcr photoscoururyof Getty Images(handsfhe Image Bank/Biggie
Productions), (girl at table/Digital VisionfJIlIRA.F); OUP(meeting/Photo
Alto/Sigrid OIsson).
IIhtsVotlmsby: Stephen May
di
Engtl$fotrilqffing isaccompaniedbyr l&ffiOtl
whlchhaso numberoffeatures.
lfflf|ctlw Grcillrri to pmcti$eu6sfulphfssss,sabulary,
andcommunlcationthroughyourcomputGr,
4. Gontents
I
7
I
I
I
t4
4t
Preparatlon Settlngobjectives
TheHITtable
Thesuccessfu[ negotiator
Setting obiectlvec Priorltlzlngobjectlves
Drawlnguptheagenda
Geftlngto knowtheotherslde
The meetlngl Invltatlonto a meetlng
last-mlnutechangesto theagenda
Themeetlng'sgoals
Thebestapproach
Proporals Maklngaproposal
Respondingto a proposal
Offerlngacounterproposal
A new offer Typesof negotiatlon
Cladfylngposltions
Introduclngnewideas
Resolvlngdlfferences
f'
Handllngconfllct
Deatlngwlthdlfferences
Settllngmatterc
Ag!eement Finallzlngtheatreement
Settingupanactlonplan
Closing
Askingforinformation
Planninga meeting
Providingexplanations
Arranginga meeting
Statingandaskingaboutinterests
Agreeingagendapoints
Sendingacoverletter/email
Amendingandconfirmingthe
agenda
Statinggoalsata meeting
Meetingandgreeting
Presentingproposalsand
counterproposals
Ctari[tinginformation
Expressingpossibilitiesand
impossibilities
Linkingoffersto conditions
Enquiringaboutoffers
Expressingopinions
Suggestingasolution
Expressingagreementand
disagreement
Askingpertinentquestions
Makingandobtainingconcessions
Encouragingagreement
Describingcurrentandfuture
situations
Conveyingcommitment
Statingprogressmade
Settingdeadlines
Summarizing
Deallnt wlth
deadlock
68
7o
72
74
8o
8t
loot yourrlf!
Pailner fller Partner A
Partnerfiler Partner B
Anrwol koy
lramcrlptr
Ur€tu| plraner
9. 8lUNlTl Preparation
4 Youareworkingonaproiectwithsomecolleagues.Onecolteagueneedsthefollowlng
lnformationandsomehelpwithtasks.Askapartnerforassistance.Usetheinformationbelow.
Exomple:CouldyoupleasesendmeWestworld'saddrese?
A.sksom*odYfo'
We,rtworld'saddrets
Asknmrhody if thzy arebwy
Ask.lomehodytoftni.shorcalculahow
AsksoYnrhodYfor hdPowa ProPosal
ArksovnehodYto1et sornz.
tvdtrwvtwwaut'Pwz: for Yot
Asksom*odyfa, thz yeilow
folde* wvh the sotmpler
Ask soynebady
-[o,
thc yurneof a persow
frarn thz prodou{wnobpartmet
AsksomehodYfo'
the addrus of a
ddiverYcotw?qvtl
kk sovn&odyfor avt
uplavuiwwfor the
word'hagjllvg'
Ausksom*ody fo, morctnforrvtahowabouttlrw
vnatcrwlrqnLred (i'e' 'ri'zz'colonr'fufut)
GETTIilGIIIFORMATIO]I
Gettinginformationfrombusinesspartnersisalwaysimportant.Thiscansometimesbemore
difficuttwhennegotiatingwithpeoplefromothercultures.Forthisreason,it isnecessaryto try
andkeepculturaldifferencesinmind.
Doyouknowthesegroups?
Groupr: Thosewhodoonethingat a time.Theyptaneachstepoftheirnegotiations,meetings,and
discussions,andareexcellentat organizingtheirthoughts.
Groupz: Thosewhodo manythingsatthesametime.Theyareveryflexibleandpreferto adaptto the
situation.Schedulesandagendasmeanlittleto them.
Group3: Thosewholistenquietlyandcalmlybecauserespectiskey.Theseculturesreactcarefullyto
other'sproposals.Theylistenfirst,establishtheother'sposition,andthenformulatetheirown.
However,don'tmakequickgeneralizationsaboutothercultures,andavoidculturalstereotypes!Your
businesspartnerswillappreciateit.
What experience have you had negotiating with people from other cultures? Doyou recognize
any of the groups above?
14. mReadthearticleaboutgoodnegotiatingpractice.
-
ExcerptfromGhrisJames,
NegotiationCoachforExecutivesinNewYork
Thesuccessful
negotiator
Whennegotiating,it'sextremelyimportant
to understandhowcommunicationworks.
Accordingto communicationtheoristPaul
Watzlawick,for communicationto take
place,youhaveto havesomeoneto send
the message- a sender- andsomeone
who receivesthe message- a receiver.
lnshort,therearetwobasiclaws:
1 lt'snotwhatthesendersays,butwhatthereceiverunderstandsthatistrue.
2 Thesenderis responsiblefor whatthereceiverunderstands.
Asaresult,twotruthsfollow.
1 'Onecannotnotcommunicate.'Wearealwayscommunicating.Evenif we stop
speakingandsaynothing,we wouldstillbecommunicatingsomething.Most
peoplewouldprobablyinierpretthisasdisinterestor perhapsdislike.Normally
we askthem,'Whatiswrong?'
2 'Communicationtakesplaceat two levels:thecontentlevelandthe
relationshiplevel.'Thecontentlevelis whatis said- thefacts&figures.
Therelationshiplevelishow it'ssaid- thefeelingsandtheatmosphere.
It'slikean iceberg.80-90 % of communicationtakesplaceunderwater- at
therelationshiplevet.
So if youwantto be a successfulnegotiator,getto knowtheothersidewell.
Onlyafterthat,startplanningyouroffer.
@
. Canyouthinkofa situationwhereyoudonotcommunicate?Discussthiswitha partner.
. Doyouagreethatmostcommunicationisbasedonrelationshipandmuchtessoncontent?
r Whatmakesyoua goodnegotiator?
UNITI Preparation| 13
15. L4l
Setting obiectives
Chooseoneof the situatlonsbelow.Brainstormwith a partnera list of pointsthat bothpartners
might want to includein a negotiation.Thequestionsbetowwill helpyou.
Situation1 Sltuatlonz
Employeesandemployer: Twocompanies:
thecompanyfindsitselfineconomicdifficultyandten onecompany(animportantcustomer)
employeeshavealreadylosttheiriobs.Theemployees owestheothercompany€zo,ooobut
areunhappywithemploymentandsalaryissues. cannotpayit now.
. Whyshouldeachparty negotiate? r Whatareeachside'salternatives?
o Whatdoeseachsidewant to achieve? r Whatis their nextbestsotution?
Afterwardsdiscussyourllst wlthanotherstudentwhohasthesamescenario.Thenreadyour
llst totheclassandexplainthereasonsforyourchoices.
t Readthefollowingnote.
OracleBank, Lawia and Dominions Bank' Britain' haveagreedto merge'
However,manydetailsstill needto beformalized' The banksarearranging
to me€tand finalize arrang€ments'Both partiesarecunently working on the
agendafor themeeting'
Whatissuesmight beimportantin sucha merger?
16. UNIT2 Settingobiectives| 15
THEAGENDA- THEKEYTOSUCCESS
Anygoodbusinessmeetinghasanagenda.Anygoodnegotiationhasanagenda,too.
Organizingandplanninganagendahelpsyouinthreeways:
r Youidentifyyourownissues,priorities,andgoals.
z Youidentifyyouropponent'sissues,priorities,andgoals.
3 lt helpsyoumaintaindiscipline.
'Whenyouknowwhereyouareandwhereyouwanttogo, it'sa lot easierto makethetrip.'
2 Readthe followingmemo.
From: D.DaVita(CEO)
Tgr'. H.Gosling(CFO)a;.DaVita(PublicRelationsConsultant)
Date 18lanuary2010(CFO)
Subjech Mergermeeting- Urgent
Harold,I needyouandIo,|annestodiscussthismergermeetlng.Wedonot6avetoacceptalltheirideas.
ButI amquitehappyifthey choosethevenueandappointthechairperson.I hopel8 Februaryis a
WemustappointIohdnnesasourpublicrelationsexpert.Withallthebadpublicitythat,panksaregetting
fglfowingthecreditcrunch,wearegoingto needso{neonetomakeuslookgoodin thepress.
Concerningthecorporatecentres,I thinkwewitl havetoagreetocloseours.Londonis a muchbigger
finanoialcentre.In addition,wepangeta goodpricefortheoldbuilding.Perhapswecouldlocatethe
marketingdepartmentin LaWia.
IohannesandI feelthatweneedto notifycustomerswellbeforethe merger,asmanyLatvianemployees
wiltlosetheirjobs.Wecannotrisk a negativeeffectgnthesharepriceasthemergergoesahead.,,
Now,fortheadvertising,I amwillingtoaccepttheuseof a Britishexpert.However,I will agreeonlyif
theyagreeto reducethenumberofOraclebranchesthathavetoclosein Britain.Ourintentiorlis tokeep
at leasta fewopen.
Bytheway,mysonis interestedin combiningandupdatingthecomputersystefus.Perhapswecould
tradethisideaagainstthenewcorporateimage.It will lookveryBritishanywayduetotheBritish
advertisingagency.I wouldalsoliketo addournameto Dominions'.It wouldbegoodcorporatebranding.
I refuseto acceptanyredundanciesamon!themarketingstaff.I will notcompromiseonthis.Someofour
peoplehavebsenwith usfor20years.It maymeanthatqurcallcentresandsomecomputercentreswill
haveto close.However,thesepeopleshouldsoongetnewjobs,asthereis a needfor goodpeoplein IT.
Harold,pleaselet mehaveyourthorfhts and,aproposedagendabythemorning.
DD
Didyou mentionanyof the issueswhichMrs DaVitafindsimportant?
17. 16 | UNIT2 Settingobjectives
3 Arethe fotlowingstatementstrue (rz) or false(,x)?Correctthe falsesentences.
r MrsDaVitawantsto bethechairpersonatthemeeting.
z Shewantsthemeetingto beinthesummer.
3 lt isimportantforherto haveJohannesatthemeeting.
4 Shethinkstheheadquartersshouldbein Latvia.
5 Sheishappyto accepta Britishadvertisingcompany.
6 lt isOKwithherifatltheBritishbranchesarecloseddown.
7 Closingthecallcentresisnota problemforher.
4 Haroldhasstartedto writeOracleBank'sproposedagenda.HelpHaroldbyfilling in the missing
words.Youwitl findsomewordsto helpyouin the memoin exercisez.
OracleBank
CEOMrsD.DaVita
CFOMr HaroldGosling
AdministrationDirectorGeoffPutinski
MrsShirleySmithson-.Minutes
OracleBankP.R.ConsultahtJ
Meetingdate:18February2010
Venue:Tobeagreed
Agenda
- Apologiesforabsence
- Corporatecentres
- M 2Departmentin Latvia
Appointmentof
Consultant
C
r Relations
AdvertisingandCorporateimage
A Have (H) t: sovnetltLn4that ts
aw usental'
An tntenl (l) r'ssonzthln4 thzt u
Le:sessenttal,but JTLLItmPortant'
ATradqbLe (7) ttewt u somd644
you are wiLling to Mtve on'
6branding
AOB(Anyotherbusiness)
USEFULPHRASES- EXPRESS]I{GHIT
n
n
T
n
n
I]
n
P
E
- Callcentres
- Computerc
anotification
5closures(in Britain)
7&updating
lntend
Ourintentionis...
C
Have
Wemust...
Ourmainconcernis... Iwouldtiketo ...
Itisvital/crucialthat... Wemighttiketo ...
I refuseto acceot...
Tradable
I amwillingto accept...if...
I thinkwewillhaveto agreeto ...
Itwouldbeanalternativeto ...
Wecantradethisagainst...
A fewthingswecancompromiseonare...
18. 5
UNIT2 Settingobiectives| 1?
Rereadthememoonpage15.
a Whlchofthe HITphrasesfromtheboxcanyoufindin thc memo?Underlinethem.
b Decidewhicharetheessentlalpolntsfor trs DaYlta(H),whlcharethelmportantpolnts(l)
andwhlchpolntslsshepreparedto erchangeforanotherpolnt(!), andlabelthen H,l, orT.
llowputthemIntothetable.Tlrohavebeendoneforyou.
Esccntfd0il Itqrsgryo --Tryqlqe$: 0,
PublicRelationsConsultant
l'--'
i
I
l
l
T-_ --- --
iI
I
lI
i
I
Keepname
:
I
u64
It'sveryimportanttounderstandthedifferencebetweenthesethreepoints.Clarifythem
beforeyoufinalizeyouragenda!Thiswillhelpyourpreparationbecomeeffective.
lssues:Thepointsthatactuallygoontheagenda- whatistobenegotiated.
Posltlons:Yourpositioniswhatyousayyouwant- whatyouwanttoaskfor.
Interests:Yourinterestanswersthequestion'Why?'-whyyouwantwhatyouwant.
It'sessentialtoanalysethesepointsfromyoursideaswellasfromtheopponent'sside.
l|rs DaYltahasnotyet recelvedtheagenda.Ustento Harolddlscussthls matterwlth her.
trs DaYltachangestheorder.HelpHarttdputthepolntsIntheorderchewants.
IGETDA
I .Apol-oslggLo-l?-osJ-nc€_
2
4
6
7
8_
I
10
11
il?-P"?p9l.l9l![r9-9It'_s- ,
I
19. 18 | UNIT2 Settingobjectives
USEFULPHRASES- A5KIl{GFORAGEI{DAPOIilTsAI{DAGREEIIENTS
Doyouhaveanypointsyouwishto add?
Fromourpointofviewtherearesomepointsmissing.
lf youhaveanyspecificpointsyouwouldliketo include,please...
lsadding...OKwithyou?
7 Harotd has sent his agenda. Howeyer,in the meantlme Oracle has receivedthe following letter
from DominionsBank.
DominionsBank . 1UpperBankStreet. London814
The CompanySecretary
OracleBank
OracleSquare
Riga
Latvia
lB,lanuary2010
DearSirs
Duringourlastmeetingon 19December,it wasdecidedtoholdafurthermeetingin theNewYear.
Wehavenot,asyet,teceivedanagendafromyoulcompany.Therefore,wehavepreparedthe
enclosedagendacoveringtheremainingopenpoints.Wefeelit is in ourjointinteresttoresolve
thismatterspeedilyin viewofthecurrentworldwidebankingcrisis,
If thereareanyareaswhereyoufeelh0 negotiationis necessary,pleaseinformus.Ifyou wishto
makeanychangestoouragehda,or if you.haveanypointsyouwouldliketoinclude,pleasecontact
theundersignedby27Ianuary.I canbereachedbyphoneon0044020799966or bymailatthe
aboveaddress.My emailaddressis mdaniels@dominionsbank,uk.
I lookforwardtohearingfromyou.
Yoursfaithfully
lvl"arrsaDawdr
MarisaDaniels,Ms
Chief FinancialOfficer
;
ilil:;i.i:I r
'r: ,rI tr
llllilill|il r.
lilililliltit
llllllllliiir
20. UNIT2 SettingobjectivesI 1.S
Dorrinions Bank
:.
AGENDA
Agendaformeeting- ll l-elruary
Time:9.00am- 5.00pm.
Location:Dominio4sBankBoardRoom,London--/
-..
Particinants
MC*ing Chairman- Mf Geor$iBorristerM.A.
DominionsBank
-;;ghief ExecutivcQfficqrlt{r beorgi Borrjstei U..q,.
' ChiefFinancial'OfficerMsMarlsaEariiels
ChiefInformationOfficerMr DonaldHardy'
MsMadelineDoualdson:P.A.- Minutes
Topics -' ,
1 Apologiesfor absence
! Decisions'oqamalgamntiohof headquapters
. Redundancypayments
. Returnofcompanycars
. Branchclosures
' . Computeramalgamation,supervisionbyD)Hardy
I . Cubtomeiissues
. Advertising&branding
.AOB i
OracleBank
CttiililJuu"r officer
Chieiptnaniiaofii""
OneotherDifecbt
, 'i
'l
"rr'. i
i
,t_ i
l{owanswerthefollowlngquestlons.
r WhenwasthelastmeetingwithOracle?
z Whatisthedateofthenewmeetingandwherewiltit beheld?
3 HasDominionstakenaccountofanyspecialOracleBankissues?
4 WhatreasondidMarisaDanielsgiveforwritingtheletter?
5 Whenistheclosingdatefornewagendapoints?
_u,sllurPHRASES
Arranginga meeting
I amcallingto arrangethe...meeting.
Whowillbecomingfrom...?/Whowitlattendfrom...?
Let'smeeton/next...
Howabout...?0r is...a bettertimeforyou?
Couldyouconfirm...inwriting,please?
Agreeingtheagenda
Weneedto discusstheagenda...
It isextremelyimportantforusto include...
...hasa lowerpriority.
21. AUDIO
a5
20 | UNIT2 Settingoblectives
I TheCFO'ssecretaryat DominionsBanklsrlngingOracletoarrangethemeetingin February.
listenandcompletethetablebelow.
Meetingdetails
Date:
Time:
Ptace:
Use the informatlon above to write a formal emaiI from
Domlnions Bank to Oracle. Confirm the items agreed.
To:
From:
Date:
Subiect:Meeting- OracleandDominions'arrangements
9
Dear
Regards
DominionsBank
THECUTTURAIICEBERG
Thereismuchmoreto culturethanwhatwesee.Manyexpertscompareit to aniceberg.Likeaniceberg,
cultureis notstatic.lt shiftsanddriftsaround.lt hastwooarts.Abovethe'waterline'arebehaviours-
bodylanguage,gestures,actionsthatwesee.However,belowthe'waterline'wefindvalues,beliefs,and
normsaswellasculturalassumptions,whichshapethebehaviourswesee.Understandingcultureunder
the'waterline'isonekeyto becominga successfulinternationalnegotiator.
10 ABritisharchitectistryingtoarrangeabusinessmeetingfornextweekwlthrepresentatives
fromothercountries.Theserepresentativeswouldliketoselltheirproducts,i.e.newsoftware
PartnerA tile :, p.7o
PartnerB tite 2, p.72
for designinghouses.Workwith a partner.
22. @|[
Readthefollowinsarticle.
Gettingtoknowtheotherside- aPreparationGheclktisr
trr'Thereis no substitutefor thehardwork of preparation'
(Winston Churchill)
The most difficult aspectin negotiation preparationis finding out about the
other side.It is demandingwork, but it will pay off in making your negotiation
successfuland effective.Here are somekey points to check off beforeyou start
your negotiation:
O Do you know who the opponent is? Find out their namesand positions.
Have you (or membersof your team) met them? What elsedo you know
aboutthem?
O Wheredoesyour opponent cornefrom? Do you know their cultural
background,languageability, personalattitudes?
O What experiencedoesyour opponent have? How did they behavein other
negotiations?Are theynew in their job(s)?Do theyneedto provesomething?
O What approachesand tactics did they usein the past? Can you identify any
patternsor characteristicsthat help you understandthem better?
D Does the opponent have the authority? Will the agreementstick or does
your opponentneedpermissionfrom someoneelse?
O Do you know what your opponent wan$? What aretheir needsand wants?
What arethey willing to give in order to reachthoseneedsand wants?
D What kind of pressare (tirge, mdilrey)is your opponent under? Doesyour
opponent havea time limit or arethey under pressurefinancially?
O What possible hidden agenilasanil motioes are there? What hidden factors
might influencethem?What motivatesthem and 'tums them on' or'off '?
Negotiationstake placebetweenpeoplewho often view the exactsamefactsand
statementsdifferently.So put yourself in their shoes.Preparea list of questions
you can ask which will help you find out more. Remember,in the words of
Richard Nixon, 'Fact-finding is the mother'smilk of negotiation.'
Whichthreepointsabovedoyouthinkarethemostimportant?Whatotherkeypointswouldyou
addtothischecklist?Discuss.
Thinkaboutyourlastnegotiations.Howmuchtimedidyouspendonpreparation?Wouldyou
preparedifferentlyif youdidit again?
DoyouagreewithRichardNixon'squoteattheendofthechecklist?Why,orwhynot?
UNIT2 SettingobjectivesI Zf
23. 221
Themeeting
Whichof thesesuggestionsfor the earlystages
of a businessmeetingdoyou agreewith?
Exptainwhy.
. Shakehandsandexchangebusinesscards.
o Keeptheconversationonbusinesstopicsonly.
. Aska lotofquestions.
. Makenotesontheanswersgiven.
r Atwaysbefriendly.
o Stayformat.
. Tatkabouthowyoufeel.
7 A chainof Europeanbookshops,BookmarkPLC,is discussinga distributioncontractwith Books
to Go,a cut-price,Americanbookstore.Readthe coverletter.
To: JoannaDuncan- Booksto GoCorp.,NewYork
From: MarkTaylor- BookmarkPLC,London
Date: 29October2o1o
Attachment:Agendaforfirstorganizationalmeetin$
Re: Finatversionoftheagenda
DearMsDuncan
Wearewritingto confirmthatourCEO,JosephDaniels,hasagreedto meetwithyourdirectors
to discussdistributionpossibilities.Asyoumayknow,ouraimisto internationalizeBookmark's
range.Weunderstandthatyouwishto havea high-profileEuropeanpresence.Pleasefindattached
ourproposalfortheagendaforthisinitialmeeting.
Followingourrecenttelephoneconversation,wesuggestthatthemeetingtakeplacein Paris,
asit isa neutralvenue.Wecanthencombinethismeetingwitha visitto theParisBookFair,which
takesplacefrom4 to 16April.WehopethatFriday,r3 Apritisa suitabledateforyou.
Ourdirectorshavea reservationattheH6tetdeLafayetteandwehavechosenit asthelocation
forthemeeting.A meetingroomfora maximumoftenpeopleandtwosmallseparateroomshave
beenreservedforthatdate.
0ur companywillactashostsforthemeetingandwittthereforecoverthecostsinvolved.
lfyouhaveanyqueriesaboutthis,pleasecontactmeono2o989798or byemail.
I lookforwardto finallymeetingyouonr3 April.
BestRegards
MarkTaylor
24. AGENDA
Participants:
BookmsrkPLC
fosephDaniels- chairmanofthesupervisoryBoard(willchairmeeting)
RachelPhilips- FinanceDirector
MarkTaylor- SalesDirector
BrianNewson- OperationsDirector
TBA- Minutes
Participants:
Booksto GoCorporatlon
ValentineStevens- CEO
GeorgeEast-CFO
PaulRichardson- SalesDirector
DennisGriffith-WebsiteController
JoannaDuncan- PersonalAssistant(pA)toMrStevens
Dateandvenue
Meetingdate:r3April2o1oat1o:ooam
Venue:H6teldeLafayette,paris
Agenda
ro:ooWelcomeandshortoveryiewoftheday(JosephDaniels)
ro:3oApologiesforabsence
Coffee
ro:45Shorthistoryofcompany- theposslbilitiesasseenbyJosephDaniels
11:45openingstatement- reviewofavailabletitlesforEurope- BookstoGo
rz:45 Lunchinhotelrestaurant *,
r4:ooPrivatemeetingforeachc0mpanyinseparaterooms
r5:oo Returntomeetingroom- firstproposalsfromeachside
r7:ooAdvertisingandwebsiteissues
r7:3oInitialschedule
Dateofnextmeeting
AOB
Close
UNIT3 Themeeting| 23
2 Uslngthe emallandthe agenda,answerthe followlng questlons.
r HaveMarkandJoannametbefore?
z HasParisbeenchosenforthemeetingbecauseofthebookfair?
3 lsBookmarkbasedin NewYork?
4 WillMarkwritetheminutesofthemeeting?
5 lsAPrit13thOKforalt?
5 lsMrStevensstayingattheHOteldeLafayette?
Don'tknow
T
T
l
tr
I
T
No
tr
T
n
T
tr
T
Yes
T
l
T
T
T
T
t,
25. 24 lUNIT3 Themeeting
Formalopeningsentences Formalcloslngsentences
Iamwritingtoconfirm... Ilookforwardtomeeting/seeingyou...
Thisistoconfirm... lfyouhaveanyqueries,pleasecontactmeat...
Followingourtelephoneconversation... ltwillbenicetoseeyouatthemeetingin/on...
Followingourrecentdiscussions... Donothesitatetocontactusif...
Attachedyouwillfind...
3 Rrt thewordsIntherlghtorderto makesentencesthatareoftenusedIncovorletters.
r theto confirmmeetingthisdateis theof next
z thetelephonearea followingfewagendaopenthereourstillpointsconversationfor
3 of summarycompanya attachedfinancialthe youfindcurrentwiltof statusthe
4 meetingto youtopicI withdiscussinglookandtheforwardyou
Formalguetlomto conffrmdetalls
Couldyoupleaseconfirmthatyouhavereceived
therevisedagenda?
Doestheagendameetyourneeds/expectations?
Doyouagreewiththeotheritems? '..
Shallwemoveforwardonthisbasis?
Closlngerpresslons
Ilookfonvardtomeetingyou.
Itwillbenicetoputafacetoaname.
Addlnglnaffnalpolntandlustlfflnglt
I believewewillneedtospeakabout...aswell.
...hasremindedusthatwemustdiscuss...
because...
Ithasoccurredtousthatweneedtoadd...to
.theagenda.
...mustbediscussedbecause...
Couldweput...ontheagendaafterpoint...?
Atthebeginningofthenegotiation,gothroughtheagendaandaskforagreement.
Aclearagendathatbothpartiesagreetoisveryhelpfulinkeepinganegotiationeffectiveandconcise.
Theagendahelpsbothpartiesinthreeways.lt:
. setsapositiveatmosphere.lt isthefirstagreementbothpartieshavereached!
r prioritizesthepointstobediscussedandprovidesacleartimetable.
o allowsbothsidestoincludeallpointstobediscussed.
Don'tunderestimatethepoweroftheagenda.ltsavestimeandbuildstherelationship!
26. s46
5
6
UNIT3 Themeeting| 25
tlark makesa courtesytelephonecall to foanna.Listento the conversationandtake notes
on the notepadbelow.
caller-
Listenagalnandticktheexpressionsyouhearin
thesecondUsefulPhrasesboxonpage24.
PuttheexpressionsbelowInthetable.
Usethecoveremailonpagezeto hetpyou.
2.3op.m.. Januaryr ...timeo ...timer
theriioming. thrueif:W4:,.,$e
ureekend. lumh'ffie:;,m€ ernoonr
2o1o. 4.4op.m.. Ir4onday
7 FltlInthecorrectprepositions.
r Wewillmeet_ Wednesday 5.oop.m.
z Iamgoingtoseemyboss_ animportantmatter.
3 | donotlikewritingemails_ night.
IngeneralI preferworking themorning.
4 Whereshallwego_ lunchtime
Monday?
5 lfyoucannotbe_ time,pleasegive
mea call.
6 Themeetingwiltbeheld_ our
headquarters_ myoffice
Tuesdayafternoon.
company-
comments-
contact-
tnet
Thepresentationwill
be_onFridayaf 9.00
in the morning.
OK,I'll makesure
everyonearrivesat
the conferencecentre
27. 26 | UNIT3 Themeeting
I Arrangeanappolntmentwlth apertnertodlscussbusiness.Planthecaltbyfollowlngtheflow
dlagram.Donotforgetto practlsesomesmalltalk.
BookmarkandBookstoGoeachdlscussthelralmsforthemeetlng.Llstentoeachmeetlngand
answerthequestlonsbelow.
r WhatareBookmark'smaingoalsforthemeeting?
z WhatareBooksto Go'smainobjectives?
CallerA
, Calltoconfirmagenda
Askwhy
Agreeandcheckdateandvenue
Thankcallerandendcallpolitely
CallerB
Sayyouneedtoaddpoint
Givereason
Confirmdateandvenue
Endcallpolitely
ite7
3 Dotheyhaveanyconflictingaims?
4 Whichcompanyhasfinancialproblems?
5 Whichcompanyhasa problemwithunsoldolderbooks?
10 ilatchthesentenceparts.Whlchsentenceissaldbywhlchcompany?Wrlte'B'for Bookmark
and'BTG'forBookstoGo.
r lfweincreasetherangeofstockavailable, a I won'tinsistonincludingfictionaswell
z lfwesaywe'vealreadycoveredallthecosts,
3 lftheygiveusa gooddealonourlistof
b it witlhelpwithsales.
non-fiction,
4 lftheyworkwithusonthewebsite, d
c
5 lfwecangeta quickagreement,
28. UNlT3 Themeeting| 27
TIAI(EYOURGOATSREAL
Defineyourgoals!Theclearertheyare,theeasierit isto reachthem.lnaddition,besureto letthe
otherpartyknowexactlywhatyouwant.
HerearefourquestionsyoucanaskyourselftocheckhowREALyourgoalsare.
CanyouRatethem? Howimportantarethegoals?- Whatprioritiesdo theyfollow?
AretheyExact? Howclearlydefinedarethegools?- Canyoumeasurethem?
AretheyAchievable? Howrealisticarethegoals?- Cantheybereachedin thetimeframeT
AretheyLogicat? Dothegoalsmakesensefor bothporties?
;" 11 Bookmarkand Booksto Gostart to developa goodrelationship.Llstento the beginningof the
Y meetingbetweenBookmarkandBooksto Goandanswerthe following questions.
r WhatisMrGriffith'siobatthebookstore?
z WhatdoesMrNewsondo?
3 WhydoeshesayheusedtoworkforMega-Online?
4 HaveMrDanielsandMrStevensmetbefore?
!2 Listenagainto howthe participantsareintroduced.
Tickthe phrasesyou hearin the boxbelow.
TIEETITIGA1{DGREETI1{G
Howdoyoudo?(answeredwith'Howdoyoudo?')
Verypleasedto meetyou.
It isa pleasureto meetyou...
MayI introduce...He/Sheis...
Thisis...He/Sheheadsour...
Haveyoumet...?
I don'tthinkyouhavemet...
73 Writea fewshort sentencesaboutyourselfandgivethemto a partner.Takeit in turns to
introduceeachotherusingthe expressionsabove.
29. t
28 lUN|T3 Themeeting
t4 ReadtheChairman'swelcomingspeechandfill inthegapswiththewordsbelow.
comeupwith o fallinwith o goalongwith o lookforward1s o putup
%""/"n,*rr/"g/6
Mr Joseph Daniels - Chairman of the Supervisory Board
Venue: Hotel de l€fayette, Par$
Chairman's speech
Good morning ladies and gentlemen. It's my g[eat pleasure to welcome you
to our fust meeting. I hope you had good flights and you've'all managed
to check into your hotels, where I 'm sure you wili be well looked after. We
' all our guests in an excelient hotel and I think
most of the Iocal hotels have 2some good ideas to make
a business traveler's stay satisfactory.
I hope you can all 3the agenda, which was
circulated and agneedbefore the meeting. We feel the meeting. should
be held in a friendly and co-operative spirit, and hope that you can all
'' 4our decision to take these values forward into the
new venture. This attitude will, I beli6re, be beneficiat Jor our business and
" our co-operalion.
t5 Matchtheexpressionswiththeirmeanlngs.
Expresslons
r goatongwith
z fatlinwith
3 lookforwardto
4, putup
5 comeupwith
Answers:
ileanlngs
thinkof
setupin hotel
notargueagainst
anticipate
accept
d
b
c
o
e
EXCHAilGtX6tUStilEgS GARDS
Thewaybusinesscardsareexchangedvaries
fromcountryto countryandcansetthetonefor
therestof thebusinessrelationship.When
someonehandsyoutheirbusinesscard,makea
goodimpressionlTakethecardwhilethanking
theperson.Thenreadthecard,beforeputtingit
away.lt notonlyshowsthatyouareinterested;it
alsogivesyoua chanceto learnsomethingabout
thepersonandthecompany,which,inturn,may
helpyouto understandthepersonbetter!lfyou
grabthecardandsimplyplaceit intoyourpocket,
youmayshowdisrespect.
PartnerA FileLp.70
PartnerB File3, p.72
t6 A buyerandsellerIn the fashionindustryarrangeto meet.Firstcall to set upthe flnal agenda
for the meetlng.Then,beforethe meetlng,lntroduceyourselfto the peoplewhoyou havenot
metbeforehand.
30. Readthe fotlowingarticle by DrStanleyCarter,a bankdirectorIn London.
Leavemoneyonthenegotiatingtable!
Herearefive keytipsto helpyou losemoney,coffise your ov)nteam
andhelptheotherparty gaintheadvantageat thenegotiatingtable:
I Avoid making an agenda
The last thing you want is for both sidesto know
about what points come next. There'splenty of
time for chattingaboutwhatevercomesto mind -
especiallywhenthe other party asksyou what you
want to talk about.Theywill beimpressedby your
flexibility.
2 Go into the negotiation unprepared
Preparationisa wasteof time.Besides,youalready
know everythingthereis to know.It doesn'tmake
anydifferencewhoelseisat thetable.Youhaveyour
priceandterms.They simplywill haveto takeit or
leaveit. Your conditionsarethe bestanyway.And,
of course,you'll impressyour bosswith the ability
to think on yourfeet.
3 Alternatives only complicate the negotiation
Besureto stickto youroneandonlygoal,nomatter
what! Finding alternativesto the problem only
makesthe whole negotiation more complicated,
extendsthe length of the negotiationanf,keeps
you awayfrom more important problemsat your
desk.Don't consideranyalternativesfrom theother
party,either!They'reonlytryingto hidesomething
fromyouandobscuretheissueat hand.
4 Focus on your own interests
Don't worry aboutlisteningto whattheotherparty
wantsor needs!It's only important that you reach
your goal,regardlessof what theywant.Aboveall,
don't ask any questions!Thisjust bringsin more
details,which will distract you from your goal.
UNITS Themeeting129
Remember,time is money. So get directly and
immediatelyto your goal.Interrupt if you haveto.
It's not important whattheothersidesays,anyway.
5 Avoid clear roles
Always haveat leastfive membersof your team
at the negotiationtable!The more,the better!But
be sure that everyonespeaks- preferablyat the
sametime!Savetimebeforehandby first discussing
your internalviewpointswhileat the tableand not
before.But be sureto whisper,so that the other
party doesn'thearwhat youre saying.Remember
also to keep key information from your own
membersfor aslong aspossible.Theywill applaud
you on your ability to keepa secret.
@
r Whattipswouldyougiveto helpsomeonenegotiatesuccessfully?
o Thinkabouta negotiationthatbrokedownor becameverydifficult.
Whatcausedit andhowcouldit havebeenavoided?
. Whencanyougointoa negotiationwithoutpreparingproperly?Defendyouropinion.
31. 30l
Proposals
lmaglneyouareorganlzingthecompanysummerpartywlthacolleague.Youdlscussaltthe
thlngsthatcanmakethlsdayasuccess.Checkthenotepadandplckyourfavourlteltems.
r theme:Asian[, LatinAmerican[, westernI
r location:atworkfl, onashipfl, formalvenuel-l
e entertainment:colleagues'bandfl, professionalgroupf-1,discof-l
. typeoffood:fingerfoodl--],barbecue[-1, formalmeatI
. attire/dresscode:casual[, format[, fancydressI
. budget:companysponsoredl*1, purchasedticketsf-l
o timeofyear:summerl-1,winter[--l,springI
Compareyournoteswlthapartner.DldyouhavemuchIncommonordoyouhaveto negotlate
a lotof ltems?
PROPOSATY5. COUilTERPROPOSAL
A proposalisanoffermadebyonepartyto theother.Proposalscanbemadeinwrittenand/or
verbalform.Theyprovidethebasisforthenegotiationanda possiblesetttement,i.e.thedeal.
A successfulproposalisonethatresultsinanagreement.
A counterproposaloffersanalternativeproposalthatmaysuitbothparties.Thiscanhappen
whenonepartyrefusesordoesnotagreewiththeoriginalproposal.
32. rnJl
CI
t
UNITI Proposab| 31
Llstento thefollowlngnegotlatlon.SomeofthepolntrnentlonedInthcdlscugclonerellcted
below.Tlck'P'lf thestatementls aproposal,and'CF foracounterproposal
PCP
Oneshipmentforallthegoods I n
Productiontimeofr5worfingdaVs
n Iandfourdaysfortransportation -
Pick-upbycustomer I n
Part-shipment n I
Deliverybyairfreight I f
Deliveryofthree(notfour)shipmentsI I
Workinglongerhours n tr
Productiontimeofr5workingdays
andtwodaysfortransportattn I I
2 Rerdthetrrn*rlpt of thenectlngonpr& tr. Undcrllnetheprcponl endclrclcthctwo
countcrprcpoob.Shercyourllrt wlththerert ofthecl.u.
l/Wepropose...
l/Wesuggest...
Howabout...?
Wouldit bepossible...?
Howdoyoufeelabout...?
Would/Coutdyouconsider...?
Would/Coutdyouaccept...?
...iscorrect,isn'tit?
Canyoutellmehow...?
lsitatrightwithyouif...?
Woulditbepossible...?
Itseems...Whatisyouropinion?
Aruthcctrtcmcntr belowtruok/l o: fllln (D? llrtcn .gtln rnd checkyourrn3wrrs.
TF
r Theinitialofferstatedz5daysforproductionandfourdays'deliverytime. I I
z Aproposalwasmadetoproducethegoodswithintenworkingdays. il I
3 Afurtherproposalwastoworktwoshiftsinsteadofthree. I I
4 Analternativewaspart-shipmentsatseven-dayintervals. t] t]
5 Deliveryofamountsinfewershipmentswassuggested. tr []
6 Oneshipmentforthewholeamountwasdiscussed. f n
1
2
AgPnda
- apologiesforabsence
- detiverytimeforcontainers
- deliveryterms
- price
* confidentialityagreement
3
4
5
6
7
8
3
34. UNIT4 Proposats| 33
6 Putthewordsintherightorderto makequestions.
r ordercouldincreasingby imagineamountyouro%the?
2 you order5oo how per feel do piecesabout?
3 are you how goodscan storedme the telt?
4 by aboutrail of how truck insteadby transport?
5 containerwith is loada in atrightif you we it ?
6 alternativean freightbe wouldsea?
7 yourpart-shipmenta is on opinionwhat?
iD
7 Themeetingcontinues.Listento theconversationandfilt in thegapswlththewordsyouhear.
io
loson ...That'sright.Thismorningwe ' earlierdelivery,part-shipment,an
additionalshift,andincreasedorderquantities.Wehavelookedateachalternativevery
carefully.Weare ' a thirdshift.
MarcyWel[,I guessedyouwouldn'twantthat,becauseoftheincreasein price.However,it isa
solutionifthereisa majorincreaseindemandwhichneedsto bemetquickty.
lason Atthemoment,thisis : to happen.Butwhoknows?
MarcyThereisalsothepossibitityofshippingthegoodsat intervals.Whatdoyouthinkofthat?
lason Unfortunately,thatis 4either,becauseonceagainwewouldbe
lookingata priceincrease.Transportisreallygettingmoreandmorecostlythesedays!
Morcyfrue,butthatdepends,then,onwhichforwarderyouuse. slwouldbe
ableto helpyounegotiateaverygoodpricewithourforwarder.Wouldyoulikemetotry?l'm
surehe'l[beinterestedindealingwithyou.
lason Ofcourse!lfyouthinkthat 6that.Butwewouldhaveto tookatthat
againata laterdate,though.
Marcy0K,l'vemadea noteof it andwe'l[letyouknow.
loson Thankyou,Marcy.Good.NowCraigwantsto discussthefinalproposalwithyou.Craig?
35. 34 1UNIT4 Proposals
Craig Yourquestionwasaboutstoragecapacity. zdo it.Wehavecheckedand
withalitttecarefulplanningwecouldstorethreecontainers.
MarcyGoodtohear.However,Ihaveanothersuggestion.Thereisalsothepossibilityofadjusting
, orderquantitiesaccordingtoyourneeds.Let'ssay,threecontainersinoneshipmentas
discussed,twoinanother,orevenfour,if necessary.Thiswouldbe0Kaslongaswestickto
theoverallorderquantitiesweagreedto.
Craig Thatisa niceoffer.But 8storefourcontainersunlesswebuildanother
warehouseand e.Still...orderingtwocontainersisanalternative,
shouldtherebeanychanges.
I Readthefollowlngconversetlon.FlltInthegapowlthwordgfromthebor
A Inordertomeetyour ,1abouttheprice,canyou
increasein orderquantityof z5o/o?.
B No, l, wecannot.Wedid,however, Janincreaseby
roololastweek.
A
B
A
B
A
Wasthatyour
Yes,it was,becauseit is
An
Tobehonest,it is
Another
whenneeded.Whatisvour
Thatisoutofthe
5?
6ifitis zforustostoremore.
.8wouldbetodeliverthegoodsatshorterintervals.
gthatwewillfavourthat
11wouldbeto storethegoodsata lowerpriceandcallofftheorder
B
A
Expresslngpossibllities/probabilltles
Itispossible/probable/conceivable(that)...
Thereisapossibility(that)...
Itmaybe...
Itcouldwellbethat...
Inatlprobability...
Itistobeexpected...
Expressingimpossibllltles/lmprobabllltles
Itisimpossibleto...
Itisoutofthequestion...
Unfortunately,thatcannotbedone!
Wecanruleoutthepossibilityof...
Itisdoubttulwhether/if...
Itis(hardly)likely...
OK,then,whatexactlydoyou
72?
36. UNIT4 Prooosa,s 35
9 t{owflndthewordsusedInthegapsInexercise8 inthewordsearch.
THEPOWEROFBATI{A
TheexpressionBATNAwasinventedbyR.FisherandW.UryintheirbookGettingto Yes.
ItstandsforBestAlternativeToa NegotiatedAgreement.lt meansthatyouknowwhat
youwilldoif youdonotreachanagreement.ThecleareryourBATNAisto you,the
strongeryouwillbeatthenegotiatingtable,becauseyouwillbeableto demandfrom
theotherpartyexactlywhatyouwant.Theprincipaladvantageof knowingyourBATNAis
thatyouwillknowwhento stopnegotiating!However,alsoestimateyouropponent's
BATNA- andyou'ilestimatetheirpower,too.
t,
1O Duringthe lunchbreakfason,Richard,andGraigdiscussthe currentstatusof the negotiation
via email.Readtheir correspondenceandcompletethe misslngInformatlonusingrason'snotes.
Note^r
- 15daysfir produrttottunhl ofupatclt - 10produAtw dayt unttl dtspatch???
- Not porstblebetqure of rcf-up tLyne,chzck-r!!!!
- Nternattvar?
l
KrE
YT
EO
IB
ti*
NiT
--t
UlA
,{
Erc
t'
ViE
olH.l
z iv
AT
to
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ii
rLll
,N,P
.U L
s5
LO
PEi1
i'--"i
ivla+. ;,--
tX,P
TI
l- +..
NI
ri
iL EI
1 I'
IU N
il
ST
l
TI
:U
lP
R
o
P
o
I
15
i-.,
iE
]AI
il
i-
IA
I
iT
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i.
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i
I
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P
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s
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i
ip
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io
t
ls1
r"
lsI
il
l'"'
1B
i o-o iu it i i I
j-il;iririri
iIiMfMl;i'r
lififnl"ole
ii itG.u ui r -'r' i '
lNlcrriN I
l.i^ir,r'r:r-r'- t I
iTlMtA Y E
ioirir'i,n
l"j'rielol'1.'- | 1- i -r- i.
iP R oiPloi
-l l I r---r- -t..
A urNiFioi
r
.---f I l' r"-.-.-1-
laix RlEia
I'l^,eIrjc'
1-- ' I
LYZ
. 1--
H E N
U:TiO
L,E
rT
sisie
i-' i
EiNiF
'-'-r- I -
W LtA
I -r--'
TrO;Y
ri
NiriA
- I l-''-
0iuiN
i - 1 .,.....
ciLrL
ELY
NES
C EW
- ( workivgdays'rdppivg nme - Not a lot we cavt,do!
- 3 th.tftsiwtead of z? - Pottlble, but what about thL prtLe?
- Tooexpewtve,w doqbt!
- Part-ilttpment every 7dayt - Trawport costs?Shall we chzck?
- StoragecapacLty - How ynatlt cawwe ftore?
- 3 containrrs ... - Shtuld (Cawwe) cut trqwpart imt cnl .:&e fturof?
- CarLthL mqteral be storel ufdy .ft, bnler p<:&ds?
- ProdwtLonwoqld rwn marc snuat*Jy.
- Mows firuard pkoniry.
37. 36 -rr
-4 ,-39osa.s
O sena O contact lD Rcply O RcplyAll O Forsard lD prinr O Delctc
Hithere
Beforewego backto themeeting,pleasetakea lookatthenotesI'vewrittenupsofar!
Ifeelthatthemeetingisgoingratherwell.Whatdo youthink?Everybodyseemsto be
comfortableandwehavealreadyagreedononemajorpoint.Wegotwhatwewanted.Whatmore
canyouask?
Unfortunately,thereissomedisagreementonthedeliveryandweshouldlookatthealternatives
beforewedecideifwecanworksomethingoutthatwillsuitbothsides.
1 Inmyopinion,thereis 1we can do about
Productiontimeremainsat 3unlessweaskthemto work
a.lf we do that,then we'll haveto considerthe priceincrease.Shift
allowancesareexpensive.
2 Arepart-shipmentsreallyanoptionforus?lftheyare,thenwould
a problem?
3 Deliveryof
wecan
6iscertainlymyfavouritesolution.lf weagreeto that,then
7.Thequestionis:canwestorethematerialsafelyforlonger
periods?lf storageispossible,thenproductionwould 8and that
wouldhelpuswith einthefuture.
Howdo youfeelaboutit? <
lf possible,pleaseletmehaveyouranswerby 1pm.Hopefullywecanfinda viablealternative
beforewereturnto themeeting.
Jason
tl lt ls n.3o p.m.andyou flnalty havetime to study the proposals.Writean answerto fasonand
tet him knowwhatyou think. Doyou agreewith fason?
To: Jason
From:
Subject Today'smeeting
5be
38. UNIT4 Prooosals137
Weoftenusef sentencesto expressrequirementsandtheirpossibleresults.
t2 Readfason'semailagaln.Flndthe sentencesuslng'lf'and underllnethem.
t3 Belowisalist ofrequirementsandpossibleresutts.tlatchtherequlrements(r-7)tothe
posslbleresutts(a-S).Thenwrlteyouranswersincompletesentences.
T
n
T
n
n
T
n
Requirements
'lf weagreeto that,
'lfthereisspace,
'lf | leavenow,
requirement
r ...winthelottery...
z ...gettheworkdone...
3 ...gettheorder...
4 ...goto themeetingin London...
5 ...dotheresearch...
6 ...attenda PowerPointcourse...
t ...allgotogether...
Possibteresults
thenwecansavetimeandmoney.'
thenwecanstoremoregoods.'
thenIwillbeableto catchthebus.'
possibleresult
a ...preparethepresentationsmyself.
b ...threeshiftsa day.
c ...workallweekend.
d ...stopworking.
e ...savea lotof money.
f ...visitthetradefair.
g ...9ohomeearly.
T
2
3
4
5
6
weworkthroughtheweekend,thenwe'll
be readyfor the meetingon Monday.
...then
won't be
ableto go
to Paris.
I..thenI
ban'tgo to
the dentist
afterall!
39. 38 | UNIT4 Proposals
t4 Ayearandahalflater,RlchardisvisitlngllarcyInorderto lookatthenewproductlonllne.
Theyaredlscusslngthelrsuccessfulbusinesspartnershlp.Hetakesthisopportunltyto ask
someimportantquestlons.RewritethequestionsbetowusingtheUsefulPhrasesonpagetf
andanswerthequestlonsontlarcy'sbehalf.
Ricliard:Canwereducetransportationtimebyseafreightfromsixtofourweeks?
(impossible/because/shippingroutes)
r Richard
z Marcy
Richard:Do
(because
youthinkwecanhavea furtherdiscountof z.5o/o?
/price/unfortunately/rawmaterials)
3 Richard
4 Marcy
Richard:lsthepriceincreasingonthecommoditiesmarket?
(wilt/increase/price/year)
5 Richard
6 Marcy
Richard:Witltherebea shortageofcontainerspaceonshipsinthenearfuture?
(because/volume/export/rise)
7 Richard
8 Marcy
Richard:lstheexchangeratestayingat itscurrent[eve[?
(dueto/continue/decline/stay/dottar)
9 Richard
ro Marcy
Richard:Areyouopeninganotherproductionplant?
(avaitabte/because/no/suitable/property)
n Richard
rz Marcy
AUOIO
@11
l{ow listen to the correctanswers.
40. UN'4
t5 Workwith a partner.llake upguestionswith the informationbelow.Thenanswerthese
questionsby usingthe UsefulPhraseson page3t.
borrowyourcarr finishproductiontomorrowo buildanewproductionhall
. havefabricinpink o speaktothebosso checkstocklevelsfortheproduct
o doubledeliveryquantity
Exomple:DoyouthinkIcanborrowyourcar?
Forrowingmycariaout of thequestion!
1
AVO!DTHEPITFAIISOFBODYTAIIGUAGE
Bodylanguagecanneverbeabsolutely
straightforward.Therearethreereasons.
1 A gesturemaybephysicalandhaveno
psychotogicalmeaning.lfyouscratchyour
nose,youmaybefeelingdishonest,
uncomfortable- or it maybethatyoujusthave
anitch.
z Theinterpretationof a gestureisoftenvery
vague.Youmaynoticethatwhensomeone
touchestheirface,it isa signof nervousness.
Butnervousnessaboutwhat?Onlvthecontext
cantellyou.
3 PeoptearenotnatVe.Theymaydeliberately
changetheirbodylanguageto conveythe
impressiontheywantto give.
;h:,1:i:i rt.:,
76 A cardealeris discussingthesaleof a fleetof carsfor a newcompanycustomer.
41. 4 :'::os:.s
Readthe questionnaire.Tickthe mostappropriatephrase.Addthe pointsandcheckyour score.
Results or relationships?
Get the deal or build trust?
Whatkindof negotiatorareyou? Do youfeelit's moreimportantto
havea good relationshipwith the otherpady or is it moreimportant
to win the contract?Formost people,buildinga relationshipand
gettingthe dealareimportantaspectsof an effectivenegotiation.
I How important are your feelings in a negotiation?
l__l a lf I revealmy truefeelings,the otherpartywilltake advantageof them.
f-] O t don't considerthe consequencesmy feelingsmay haveon my opponem.
Ll "
I hidemy feelingsfrom my opponentby usingthe correctbody language.
2 What priority does building a relationship have in a negotiation?
| | a Keepinga good relationshipis moreimportantthan makingsomebodyangryby
rejectinga marginallyacceptabledeal.
U b A good relationshipis essentialin any negotiation.
l-l c Myinterestsaremoreimportantthanbuildlnga relationship.
3 When is it important to clore a ileal?
fl a A marginallyacceptabledealis betterthan no dealat all.
| | b 'Somethingfor nothing'is alwaysbetterthan 'somethingfor something'.
I "
t lookaftermyinterests,butI alsolookaftertheirs,too.
4 How do you deal with how the other party views you?
f-] a I don'tworryaboutrejectionwhennegotiating.
I i b I am willingto give in whena relationshipis important.
f_-j c lf the otherpartyletsme takeadvantageof a situation,then I do.
5 VUbatrole does power play for you?
f_l a lt isbestto beopenabouttrueintentions.
f-l O tttheotherpartyisunderpressure,I pushharder.
| | c Poweris moreimportantthan a good cause.
What kind of negotiator are you?
r-5 points:
Youareconcernedwith relationships
andyouseekco-operation.Yourtarget
isto winthewar,evenif it meanslosing
the battte.Butbecareful,or youmaybe
takenadvantageof.
6-ro points:
Youbelievethat a negotiated
outcomecanbenefitbothsides.
Youptacevalueon bothrelationship
andresults.Rememberthat
preparationis stillkey!
z-)ir-q:t-e b z-l:6-q :I-P
u-r5 points:
Youareconcernedmorewithresutts
thanwith retationships.Inorderfor
onepartyto win,theothermayhave
to lose.Youpreferto takesomething
for lessthanyou give.
€ €-r:r-qt.-e. z-t:€-q:1-p r
:alo)s inol
€-)iz-q:r-e S
42. lce
iDl
A new offer
Youshareanofflcewlthacolleague.lt lsqultecoldoutslde,buttheheaterlssetto mark3and
youfeelcomfortable.Whenyoureturnfromyourlunchbreak,younotlcethattheroomisvery
warm.Youchecktheradlatorandseethatit hasbeenturnedup.Youturntheradlatordown
agaln.Flveminuteslater,yourcolleaguegetsupandturnslt backup,and...
o Whatdoyouthinkhappensnext?
. Howwouldyougoaboutfindinga solution?
. lsit possibleforeachofyouto 'win'?
DwlghtRobinsonheadstheDepartmentof InternatlonalSalesat llacatomlCorporatlon.
Hels oneofthemostInnovatlvemanatgrsInthecompanyandplayedamaforroleInmaklng
l{acatomlsuccessful.Hewantsto'negotlateapayralsewlthhlsboss,ilr Yamamoto.
Llstento thelrconversatlonandflll Inthegapsforthefivestatementsbelow.
cannotagreeto roolo!
myfirstpayraisein morethanfouryears.
thatwecancometo anagreement.Unfortunately,though,Ifust
forthis.lfyouremember,noneofthestaffhavehada payraisein
thelastfouryearsbecausebusin
a
esshasbeendifficult.
higherpayraise?
So,
4
5 youcorrectly,youaretellingmethatI cantakeit or leavelt?
l{owllsten agalnandcheckyour answels.
43. 12 -T5
Anewoffer
2 Turntothetranscriptonpages8l-81. UnderllnetheexpressionsusedInthedialoguetoclofity
informotionandcirclethelanguageusedto expressoplnlons.
usEFuLPHRASE ,, .:..,
Clarifyinginformation
Doyousuggest...?
Areyousuggestingthat...?
Doyoumean...?
Doesthatmean...?
lf I understandyoucorrectly...?
Whatdoyoumeanby...?
Expressingopinions
Inmy/ouropinion...
Frommy/ourpointofview...
Wearetalking/speakingabout...
I am/Weareoftheopinionthat...
l/Westrongtybelieve/feelthat...
I amconfidentthat...
l/Weimagineit'ssomethinglike...
.. _--""1
l
l
l
3 InUnit4 welookedat proposalsandcounterproposals.Therearetwocounterproposalsinthe
dialogue.Whatarethey?
l{owmaketrvonewproposalswhichclarifyandexpressyouropinion.Usethe expressionsabove.
7
4 Completethesentencesonpage43withthephrasesbelow.
Anotheroptionwouldbe...
I imagineitl somethinglike...
Areyousuggesting...? Doesthatmean...?
Wearetalkingabout...
Doyouthinkwecan...?
Inmyopinion...
lf I understandyoucorrectly...
lfyoucouldhelpmewith...,
,A
1
2
{
46. UNITS A newoffer | 45
Respondingto proposals
Thereareseveraloptions...
Thatwoulddependon...
Nowthatyoumentionit,...
Consideringthis,l/wewould...
Itsoundslikeanalternative
option/possibility...
Suggestingsolutions
l/Wecoutdimagine...
l/Wethinkweshould...
Iwas/Wewerethinkingthat...
Itwouldbehetpfut/anoption...
It mightbepossibleto/a possibility...
Frommy/ourexperience,thebestway...
Doyouthinkwecan/could...?
Couldtheproblembesolvedby...?
7 LookatWarren'sinformationataan.HelpDwightrewritetheemail.Usetheboxabove.
To:H.Yamamoto
From:D.Robinson
Sublect:Proposals
DearMr Yamamoto
Furtherto ourconversation,andasagreed,hereareseveralpossibleoptions:
1 I Additionalmonthtypaymentof 3.5o/ointoa pensionscheme.
2l I Companycarcanbeusedprivately.
3 [ ffrreemoredays'paidholiday.
4 | | Languagecoursecanbepaidforbycompany.
5 l-l Breakfastandlunchvoucherscanbeprovidedforthecanteen.
6 l__l Useof thefitnessandchildcarefacilitiesforfreeor,alternatively,subsidized.
I havereceivedtheinformationfromyoursecretary.I amavaitableandamlookingforward
to ourconferenceonFridayat1o.3oam.
Bestregards
D.Robinson
Ilwight'sfriend,Warren,suggestedorderingthesestatementsaccordingto priority.Whichof
the alternativeswouldbeat the top of your list? Rankthemanderplain wiry.
47. 46 | UNITS Anewoffer
8 Afterfurtherconsideration,Dwlghthasdecidednottosendhisemall.Insteadheiustdecidesto
presenthistoptwochoicesto Mr Yamamoto.LookagalnatWarren'slnformation.Howwould
youorderthestatements?HelpDwightmakehistwofirstchoicesandrewritetheemail.
. To:H.Yamamoto
From:D.Robinson
SubiechProposals
DearMr Yamamoto
Asdiscussedandagreed,Iwould[iketo presentthefollowingalternatives:
7
Iamavailabteandamlookingforwardto ourforthcomingconferenceonFridayat 1o.3oam.
Bestregards
D.Robinson
TEADERSflrPIt{ ilUtTrcUtTUlALT.EAIS
Ina multiculturalteamtherearethreebasicdiificuttiesa leaderfaces.Theyare:
r Taskconflict:Differentculturescanviewataskdifferently.Forthisreason,it isimportantto clarifythe
task,outlineitsparticularfeaturesandtheintendedresults.
z Proceduralconflict:Difficultiescanarisedueto differingconceptionsthroughouttheworldwithrespect
to hierarchy,communicationstylesandproblem-solvingguidelines.Therefore,howtheiobisdonemust
beclearlydefinedandagreedto throughouttheproiect.
3 Interpersonalconflict:Sociatidentityiskey.Peoplewholooksimilarto us,speaklikeusandagreewith
ourviewsreinforceouridentity.Interpersonalconflictariseswhenwelosefaceinfrontof peopleof a
similarbackground.ThismaythreatenoursociaIidentity.
Asa result,keepinmindthatinformationsharing,commonunderstandingandmanagementsupportare
essentialinorderto achievesuccess.
9 Putthewordsintherightorderto makephrases.
r ableworktoWeoutwerethings
2 getto businessusLetdown
3 certainlylt anwouldalternativeto be...
4 alternativesfarSothreeestablishedhavewe...
5 twobutyouWehaveimaginepossibilitiescoutd
6 optionsoundsmyInlikeopinionthatan
AUOIO
A ilow markthe sentencesaccordingto the orderyou hearthem.
T
n
n
l
n
n
48. d;'o
UNITS Anewoffer147
It ls Fridanro.to a.m.Llstento the conversationbetweenDwightandtlr Yamamotoanddecide
if thefollowingstatementsaretrue(/) orfalse(X).
r Dwightwould[ikeanadditionalmonthlypaymentintohissavingsaccount.
z MrYamamotoproposesa holidayinSpain.
3 Dwightwantsto usethecompanycarandpaytaxandsocialsecurityonthemileage.
4 Mr Yamamotothinksthata languagecourseisa goodalternative.
5 Mr Yamamotoagreesto Dwight'sinitialproposalof roolo.
6 Theyagreeonanadditionalpaymentintothepensionscheme.
lllcovEfllG TtTERESTS
lfyouwantto succeedina negotiation,findoutasmuchasyoucanabouttheneedsandconcernsthat
underliea party'sposition.Clearly,differentinterestswil[generatedifferentresults.
Therefore,beawareof thefollowing:
. Cutturalbackgroundaffectstherelativeimportanceofspecificpoints.Knowasmuchaspossible
aboutthecultureofthepartyyou?edealingwith.
o Don'tunderestimatetheimportanceof particularinterestsfortheotherparty.Interestsarethe
reasonwhyclaimsaremadeandrejected.
. Usequestions(i.e.vvho,what,when,where,why,how)to gatherinformationon interests.
Inthetablebelowtherelsalist ofprobtemswhlchyouhavetosolve.Theproposalsaremade
byyourcounterpart.AlternatlveI showsyourproposats.Thlnkofanotheralternatlve,andenter
It InAlternatlvell. Prepareyourstatementsandpresentthemto theclass.
tr
n
n
n
I
n
I li'oltem Inoposal
r Deliveryquantitytoobig Returnexcessamount
2 Carissilverinsteadof Keepthecarandget
btack threefreeinspections
3 Thetailordamagedyour Makeanidenticaldress/
dress/suit suit
4 Youwanta payraise A payraiseof 3%
of 5o/o
5 A fauttwithyournew A newcomputer
computer
6 Deliverytimetoolong Deliverlargerquantities
7 Priceof goodsistoo high Reducepriceby7.5"/"
Altematlve I
Keepexcessamountat
z5%discount
Waiteightweeksfora
blackcar
Repairthedamageat no
cost
t.5o/opayraiseanda
companycaj
Findthefaultandrepair
II
Workingthreeshifts Deliverat regular
insteadoftwo intervals
Orderlargerquantities 6
Alternatlvell
1
2
4
5
Exomple:r Ourobjectiveisto reducethedeliverytime.
Weneedto reducedeliverytime.
z Youproposethedeliveryof largerquantities.
Howabout deliveringat regularintervals?
l{owthink of a problemyou hadto sotvein the pastandhowyou did it. Erplainit to a partner.
49. /|E I UN|T! Anewoffer
t2 Synonyrnrer. wds ild phnru thrt cln b. rncd Inptrrccof otherwordr llnd th symnyrro
for thefollorlng mrds rnd pbc thcmInthc boxbclow.
Exomple:Thatsoundslikeanaltemative/optionor choice.
13 Rrwrltcthcrtrtcnentr urlngthorymonymsrlnn forthr folloulngword;
r This isnowtwomonthsotd.(offer)
z Canyou theproblem?(solve)
3
4
5
6
Saleshave
Wehave
byroolo.(increase)
thefacts.(estabtish)
lookingforadifferentsupplier.(propose)
isto lowercosts.(obiective)
thematerial.(toresearch)
thatthepricewillgoup.(predict)
thatthisoffercannotbebeaten.(opinion)
7
8
9
Mikewants
We
Itisour
t4 Amcmbcrof etredcunlonrnd encrnploycrr'egcocletlonmcctto nogotletenu condltlonc.
PertnerA Fllelp.n
PNrtncrB Fllct,p.ZS
offer quotation proposal
1 topropose
2 toincrease
3 topredict
4 toestablish
5 oprnron
6 toresearch
a
7 objective
8 tosolve
50. UNIT5 Anewoffer| 49
DougSkeeninto the negotiationto hetpfind a way
outofthisimpasseandsotvetheproblem.Doug,wetl-
trainedin deatingwithdisputenegotiations,hadtofind
anatternative,whichwasacceptabteto bothparLies.
Doug'sfirststepwasnot to arguethe positionof
exclusivity.Thishadnot broughtthe partiesforward.
Insteadhe askedquestionsabout why there was
resistanceandwhatmotivatedeachparty'sposition.
Hewantedto understandtheirreasons.
Soonhe discoveredthat ZSCrealtywantedto do
businesswith HeatthySkin.In fact, they fett that
€32perkitowasa veryfair priceandwerehappythat
HeatthySkinwasgoingto buyatmostthewhotequantity
ZSCproduced.But Dougatsofoundout that ZSChad
a prioragreementwitha smatlcompany,Thompson&
Co.,for150kitosayearfora locatty-soldproduct.This
wasthe reasonwhy6C coutdnot grantHeatthySkin
exctusivity.It had nothingto do with HeathySkin's
majorcompetitors.
0nceeachpar$r'sreasonswereknown,it wassoon
clearthat their interestswerenot reallyin conflict
with eachother.Asa resutt,they begandiscussions
againanda dealwasguicktyreached.HeatthySkinwas
grantedexctusivityexceptfor the coupleof hundred
kitosfor Thompson& Co.Thanksto Doug'sexpertise,
bothHeatthySkinandZSCwereableto cometo a win-
winsotution.
Thinkabouta negotiationsituationyouwereinwhereyouwerearguingyourposition.Couldit
havebeenmadewin-win?How?
Whydopartiesgetintoarguments?Areargumentsa partof negotiations,orshouldtheyatwaysbe
avoided?
Whatothersuggestionscouldyougiveto helpsotvea conflict?
Readthe artlcle.
Getbehindapositionto createa
mJl-WIn SCgnanO- atruestory
HeatthySkinLtd., a largeinternationalcompanyin
the fietdof heatthcare,wasinterestedin expanding
its business.For this reason,it approachedZSC
GmbH,a researchanddevetopmentunitin Germany,
andexpressedinterestin a newhealthcareproduct
ingredient,whichZSCwasworkingon.Thepartiessat
downto negotiatethedea[andveryquicktyagreedon
a priceof €32 perkilofor 500,000kitosa ye!?.How-
ever,oneprobtemremained.ZSCwoutdnotagreeto se[[
exctusivelyto HeatthySkin.In addition,HeatthySkin
wou[dnotinvestinthenewproductif theircompetition
hadaccessto this particularingredient.
Neithersidewaswittingto budgewithrespecttothis
keypoint.Dueto thequestionof exctusivityit looked,
unfortunately,tikethe dealwasgoingto fattthrough.
Recognizingthedeadtock,HeatthySkindecidedto bring
51. sol
AUDIO
e75
t
Dealing with deadlock
Readthe following text.
Dealingwith deadlock- Negotiationtactics
A goodnegotiator'saim is to reacha win-winsituationanda deal.However,in businessit
is not alwayspossibleto takethedirectroute.Oftenyoumayfind that youneedto address
minor problemsfirst in orderto avoidstalemate.
Herearesomeusefultips:
. Listento theotherparty'sexplanationsactivelyandrespectfully.
. Avoid unnecessaryconfrontation.Don't getinto arguments.
. Hold backon your reactionsandstayfocused.Ignoreattacks'
. Dealwith theimpassetogether.Acceptcriticism,but rephraseit in a lessconfrontational
style.Try to seethereasonsbehindthestandstillandlook for solutions.
. Avoidescalation.Showtheotherparty tha'itheycanonly win if youwin, too.
. Build a .golden'bridgebetweenyour positions.Theotherteamshouldalsobewinners.
Putthe wordsIn boldin the text aboveInto the followingthreecategories.
agreement deadlock dlsagreement
Dyersville,Franceis hostingthe
InternationalStudentSummerGames
this autumn.A Brltishcompany,
tQ Chemlcals,hasa subsidlaryIn the
city andhasagreedto sponsorthe
Gamesby coveringhalf the costs.Sam
Gilbert, a UStetevision producer,catls
the mayor,ilaurice Bayle,to discuss
thelr plans.
52. UNITO Deatingwithdeadtock| 51
Llstento thetelephoneconversatlon.Saywhetherthefollowlngsentencesaretrue(r'}ot
fatse (r).
r Themayorisverypoliteto hiscaller.
z Themayorwantsto stoptheGames.
3 Thefactoryisimportantto themayorandthecity.
4 TheTVproducersaysthecompanyhasa newlargeorder.
5 TheTVproducerwantsto closethefactory.
6 MrGilbertispoliteto themayor.
n
T
u
T
I
u
*@!_6
Polite
Iwouldprefer...
Thatis nothowweseeit.
Couldyouctarifothat,please?
Couldyouexplainthatmore
fully,please?
l'mafraidwecouldn'tagreeto
that.
Lesspollte
Youarewrong.
Thatistotallyunacceptable.
No,thatisoutoftheguestion.
No,I'mnotinterested.
Ithinkyoushouldexplain.
I don'tseethepoint.
Ourexpertssaythat...
Expresslonsto slow
conversatlondown
Letme(ust) makesureI understand
whatyouaresaying.
Let'sgobackandreviewthesituation.
Whyisthatimportantto you?
Howcanwedealwith/solvethis
problem?
Wheredoesyourinformationcome
from?
2 Lbtento theconversatlonateln.Wrltedowntheerpresslonsyouhearfromtheboxabove.
3 Theconversatlonbetweenthenayorandtr Gllbertcontalnsthefollowlngerpressions.
tatch themto thelrmeanlngr.
Expression
r l-l don'thaveaclue
z [-l calltheshots
3 I I gooveryourhead
4 Ll friendsinhighplaces
5 *_j arenotinthe[ooP
6 i beanon-starter
Meaning
a don'thavealltheinformation
b knowimportantpeople
don'tunderstand
witlfail
decidehowthingswittbe
dealwithyourboss,notyou
c
o
e
f
54. 7 tatch thesentencebcglnnlngs(r-6) wlththesentenceendlngs(a-f).
t
2
3
4
5
6
Ourgoalis... a usetheoldmachinestoo.
Doesthismean... b a loss-makingsubsidiarymustclose.
It isouropinionthat... c wehadmadegoodprogress.
I amnotina positionto dothis... d to completeit bytheendofAugust.
Youwouldhaveto ... e thecompanywillnotshutdownfortheGames?
Theinspectorthought... f becauseheadofficehasalreadysignedthecontract.
8 Usethewordsln boldInexerclse7toibmptetethesentences.
r Whatdoyou ? | donotunderstand.
z Iamveryhappywithyour inthiscompany.
I
T
u
rf
l
f,laklngsuggestlons
Couldtheproblembesolvedby...?
Canyouofferanyalternatives?
Clarlfylng
Doesthatmean...?
Howimportantisitforyouthat...?
WhatisthepurposeofthBpolicy?
Whatisyour
Wehavea
Thereisa
Please
UNIT6 Dealingwithdeadlock| 53
Askingforsuggestlons
Canyouofferusanyotherpossibility?
Whatwouldyousuggest?
WhatdoyousuggestIdo?
Exprcsslng partialagreement
I understandhowyoufeel!
Iagreewithyouspecificallyon...
Yes,youhaveapointthereabout...
onahusbandandwifeworkinginthesamedepartment?
inChina.
vacantinthefinancedepartment.
thefiguresassoonaspossible,asI mustcheckthemthisweek.
e getoutof a circularargument
r slowdownthenegotiation.
3
4
5
6
7 lfyouwanttorentsewing youmustsignafive-yearcontract.
8 Theshop becausetherewerenotenoughcustomers.
Inexperiencednegotiatorsoftenavoidtakingadiournmentsbecause
theyfeelthismightmakethemappearweak.Experiencednegotiators,
however,aren'tafraidtoca[[forabreak.Theyfrequentlymakeeffective
useoftheminorderto:
o consideranewpointorproposal
o reconsiderastrategyorobjective
Whenyouwishto takeanadjournment,followthesethreesteps:
r Givea reasonfortheadjournmentandstatehowmuchtimeisneeded.
z Summarizethecurrentstateof affairsbeforeyougo.
3 Withdrawto a privatearea.
56. UNITG Dealingwithdeadtock| 55
10 Readthe two letters and answerthe questions on page56.
HealthwiseSoftDrinks,B, rueilu centre,66oooPerpiwsn
MonsieurMauriceBayle
Mairie deDyersville
55640Dyersville
Dear Mr Mayor
As you know, we are sponsoringthe ISS Gamesthis summer.I washorrified to learn that
the pollution levelhasreachedan astronomicalamount becauseof MQ Chemicals'outdated
production methods.In addition, the air and water seemto be toxic. This pollution must
stop by May for me to declarethe areasafe.Now it is not! Young peoplecannot comeand be
poisonedby the foul atmospherecausedby an outdated company.
The reputationsof the city and our companywould beruined. I feel I speakfrom a position of
strength.I can refuseto agreeto let theseGamestake place.So strong demandsmust bemade
on this company.In addition, I haveheard that production will double during the Games.
How can you allow this?I cannot. For this reason,I haveno alternativebut to issuean
ultimatum. I will publish this letter nationally if you do not take action.
I insist we meetnext weekto discussour combined strategy.
Regards
Dr Frank Simpson
Chief Medical Office
IVlouriceBoy{e. lrtoirie de Dyersville. 55d10 Drcrsville
Dear Dr Simpson
I would bevery happyto meetyou to discussthis matter. I can quite understandyour
strongfeelingsand the specificpointsmadein your email.I am surethat if I werein
your position I would feelthe same.Is next Friday at 10.00am suitable?
Befloreour meeting,I would like somefurther information, asI am very interestedin
your position.
l. Is all the pollution definitely from the factory?Do you havethe factsto back this up?
Remember,thereis a new motorway nearby.
2. We havedrunk the local water for years.I will ask for new testsbeforethe meeting.
I hope that seemsreasonable.
Regardingyour demandsto closethe factory, I seethis is logical from your point of
view However,manypeoplelosingtheirjobs would kill our town. I am suretha! )ou
will agreethat this is an unacceptablesolution. What do you feelwe still needto do in
order to resolvethis issue?
Despitemy manydiscussionswith thecompany,theyarenot preparedto negoliate
whenthreatened.In fact,they saytheycannotdiscussthis matterat themoment But ii
you arepreparedto modify your demands,thenwe mav beableto reacha clrmpromii..
At present,I am in no positionto issuean ultimatum.Hoserer. se needto di*-ussand
resolvethis matterat the meetins.
Yours
Maurice Bayle
57. 56 | UNIT6 Dealingwithdeadlock
Thedoctorisquitethreatenlngandaggressive,whilethemayoristryingtocatmthesltuation.
r Whichexpressionsusedbythedoctorcouldbeseenasthreatening?
z Whichexpressionsdoesthemayorusetocalmthesituation?
ATg TISOIYEPROBTETS
Asklngquestions Expressingagreement
I knowexadtlywhatyoumean.
I believethatiscorrect.
Thatseemsreasonable.
lf Iwereinyourposition,Iwoutdalso...
i Couldyoutelluswhyyoufeellikethat?
i Howcanwereacha compromise?
Whatdoyouthinkisa fairwayto resolve...?
Yourpositionisveryinteresting.Canyoutellmemore?
Asklngforor encouragingagreementwithviews
Doyouagreewithourpositionon...?
Doyoufeelyoucanaccept...?
I hopeyoucanseeourpointofview.
Letmeexplainourposition!
vglli
'oDY
T rrs
A goodimpressionisoftentheresuttoftherightamountofeyecontactandpersonaIspace
withrespectto theotherparty.
StudiesshowtheaverageamountofeyecontactwithNorthAmericansandWesternEuropeans
shouldbeabouta thirdofthetime.Ingenera[,LatinAmericansandSouthernEuropeansprefer
moreeyecontact,whereasAfricanAmericansprefer[ess.
Personalspaceisalsoanotherimportantfactor.lt isoftendividedintothreezones.
o Theintimatezone(<45cm)isreservedforpartners,children,andclosefamilymembers.
. Ihe personalzone(45cm- 1.3m)isforfriendsandacquaintances.
o fhe socialzone(r.3- 3 m)isforformalinteraction.
Asa rute,if eyecontactistoo littleor if youstandtoofaraway,thismayimplythatyoufeelshy,
guilty,or bored.lfthereistoomucheyecontactoryoustandtooclose,thenyoumaybe
consideredrude,hostite,orchallenging.
Phrasesthat canappearthreatening
demand
negotiateunderduress
issueanultimatum
beina positionof strength
58. UNlT6 Deatingwithdeadlock| 57
tl In this unit thereweremanyconcernsaboutpollution issues.UseMr Bennet'srotes to write
a memoexplainingthe problemsto his headofficein Britain.
FwlafiPtslJw!
: T!pfgd.yq-e-fYantsfactoryto close&!9! "-".
?pg!s?1.lleGamqe'lt ?9,*t coverful!9o?-!?:
' M3-y-91doqenotk19yu4boutnewordgrp
..th2u6htfacwrygloaes2 weeks'guggegpd
fou-e,V9!!!? 4nothqrfactorY'
l" p-?rtol.y-?r1.ry-g?;;!'iu-eaboutairandwatel&
,gllpgp-/?f"u,if pottutionlevelhigh'
: g4ly4uhelPmewit'htheseProblems?
To: Head office
Frgy: Simautge11zt_ teChernicak
Subject: Dyersvtlefactory / I&ernattonal
Stud7W 5uynynzr Qavn<"t
2{tt
t2 Themayoris hotdinga meetingin thecity hall.fust beforethemeetlnghehasa shorttelephone
conversationwith SimonBennet.Listento the conversationanddecldewhatyou think the
solutloncouldbe.
BUITDII{GTHEGOLDENBRIDGE
I gotthisideafromsomethingyousaideartier...
Thisoccurredto measa follow-upto ourpreviousdiscussion.
Whichinterestsofyoursdoesthisstillnotsatisfy?
lsthereanywaywecanmakethisofferbetterforyou?
13 A buitderwantsto developa propertyfor industrialuse.Hemeetsa repres€ntativeof the local
residents'association,whohasmanyobiectionsto thedevetopment.
59. 58 | UNIT6 Dealingwithdeadlock
Readthe article.
Givethemwhatthevwant.but onvourterms!
At the beginningof a negotiation, a lot of positioning takesplaceaseachparty presentsits
views.As the negotiationprogresses,trust is built up bit by bit andinformationbeginsto be
sharedbetweentheparties.This signalsthe realheartof the negotiation.
In orderto givethem what theywant,but on your terms,you needto link issues!
Here are somecolnmentsby experiencednegotiatorsabout linking issues:
JoGreendown,CEO:Whennegotiatingoneissueat a time,negotiatorswill
generallyagreeon theeasyonesfirstandsetasidethemoredifficultones
until theend,whentheyoftenhaveverylittleto tradeoff.Multiple-issue
offerslink outcomes.However,thismeansyouhaveto quicklymovefrom
askingquestionsto consolidatingtheinformationinto anoffer.
BorisMayr,CFO:Keepin mindthatmakingmultiple-issueofferswill
giveyouevenmoreinformation.As a result,thisgeneratesmanymore
optionsfor mutualgainandletsyougetthemostout of thedeal.
SusanneSchmidt,MBA, LogisticsManager:You needto keepthebig picture
in mind.A goodHIT listwill helpyou.Think thewayyouropponentthinks!
Youneedto put yourselfin their shoesafiAfocuson their benefits.
GregoryLau,Sales& MarketingDirector:Takea break!
An adjournmentwill helpyoucollectyourthoughts,and,
asa team,confirmyour strategy.This allowsyouto be
moreflexiblewith your approachandhelpsyourecognize
differentalternatives.Youarealsolesslikely to overlook
additionaloptions.
Dr. LauraGoing,CIO: Multiple-issueoffersminimizetheneedto build up trust because
theydon'tlorcepartiesto revealspecificgoalsandprioritieson individualissues.But they
alsoavoiddistrust,sincenegotiatorsrarelymakemultiple-issuesoffersthattheyaren't
willing to agreeto at theendof theday.
@
. Doyouagreewiththestatementsabove?Why,orwhynot?
. Discussthesituationinthepartnerfileagain.Thistime,findanapproachwhereyoucanlink
multipleissuestogether.
. Lookata negotiationyouwereinvolvedwithinthepast.lfyoudidit again,howcouldyougive
themwhattheywant,butonyourterms?
60. lsg
[}c
o4
Agreement
Weneedavotunteer!Therestoftheclasshasto leavetheroom.Chooseatopicbelowand
summarizeit. Callinastudent(A)andpresentyoursummary.l{owcallin anotherstudent(B)
andaskstudentAtosummarizewhattheyheardforstudentB.Haveeachstudententerthe
classroomonebyone.Thelaststudentpresentstheflnalsummarytothewholeclass.
. afilm
. a book
. a currentevent
. yourtasthotiday
Discuss.
r Howmuchisleftoftheoriginalstoryafterthelastpersonhastoldit?
z Didthemainpointsgetthroughtotheend?
3 Whatmadesummarizingdifficult?Whatwashelpful?
ilr Fisherandhis partnersarefinancinga houslngproiect.Duringthe last fewweeksthey
havebeennegotiatingthe contract.llow he is meetingwith a lauryer,Mr Clark,in orderto
ffnalizethe agreement.listen to the dialogueandsaywhetherthe followingstatementsare
true (rz)or false(X).
r MrFisherandhispartnerswantto payforattthekitchensandgardensheds.
z Theagentagreesto includeatlthekitchensandgardenshedsinthepurchaseprice.
3 MrFisherwantsto signthecontractintwoweeks.
4 MrCtarkandhisclientareunhappywiththeagreementsofar.
5 MrFisher'spartnersareunableto attendthemeeting.
-_l
rl
:l
it
tl
L,-__]
tl
L]
61. 60 | UNITT Agreemenl
ilovrlc_ qlg9TrATroils Aro1{G
Describingcurrent/futuresituations
Fortunately,...
Unfortunately,wehaven'tbeenableto ...
Weareverysatisfied/dissatisfied...
Infuturewehopeto ...
Hopefutly,wewillbeableto ...
Bythetimewe...
Expressingagreement
l/Wecanontyagreewithyouthere.
l/Wehaveto admitthatyouareright.
I am/Wearewillingto workwiththat.
Thatisalsoourconcern/pointofview/goal.
Bymutualagreementwehavedecidedto ...
It'sa deal!
Conveyingcommitment
I am/Wearesurewecanfinda solutionto ...
I am/Wearecommittedto findinga solution.
l/Wehavenodoubtthat...
Wehopeto beableto cometo anagreement.
Wearelookingforwardto a successful
businessrelationship.
Statingprogressmadeor currentstatus
I believewehavemadesomegoodprogress.
Thisiscertainlya steptowards...
Fine,butit seemswestillneedto discuss...
Inorderto achieveourobjectives,westil[...
2
3
Lookat the UsefulLanguageboxabove.Underlineall
the expressionsyou heardin the dialogue.
Gompletethe sentenceswith the wordsl"ior.
Anexamplehasbeendonefor you.
Exomple:BythetimelhavelinformationI sisnlcontract.
Bythetime wehavethis information, wewill
beableto sign the contract.
r Thiscontract/ result/ our/ mutualagreement.
z Thisiscertainlya steptowards/ settlement/ contract.
3 | havenodoubt/ setter/ open/ [ast-minute/ change.
4 Hopefutly,wewill/beable/ provide/ detaits/ tendays.
5 lt seemswestillneedto discussI pricelorder/ achievei objectives.
6 Weareverysatisfied/ way/ talks/ going.
62. 4
UNITT Agreement| 61
Answerthe following questionsby choosingerpressionsfromthe UsefulPhraseson page6o.
Completethe sentenceswith the contentfromthe listeningin r wherenecessary.
r Doyouthinkit ispossibleto resolvethesituation?
z Thatwasa successfuIafternoon.wasn'tit?
Howdoyoufeelaboutournewproposal?
4 Doyouthinkyourclientwillagree?
5 Doyouhaveanynewsfromyourclient?
6 Howdoyoufeelaboutthemeetingsofar?
DIRTYTRICKS
Atthoughnegotiatorsgenerallyconsiderthemselvesto beverylogical,manyoftheirdecisionsare
madewithoutthinkingthemthrough!Sometimestacticsareusedto makenegotiators
uncomfortableandforcequick,gutreactions.Herearesomecommontactics:
r Demandimmediateresoonses.
. Don'tallowbreaksortimeto rest.
. Makepersonalnegativecomments.
. Alwaysreferbackto concessionsalreadymade.
o Explainthatthebosseslustwon'tagree.
o Adda demandto everyconcessionmade.
it5
Don'tletyourselfbepressurizedbythesetactics.Remaincalmandtakeyourtimeto considerthe
implicationsbeforeyourespond.
tlr Fisherdiscussesthe detailswith Mr Clark.Listen
r WhenwitlMrFishertakepossessionofthehouses?
z DidMrFisheragreetothepurchasepriceof
2.75million?
3 Wiltthemeetingcontinueat4.3op.m.?
andanswerthefollowingguestions.
63. 62 | UNITT Agreement
REI-D|IG_BETWEEffrHELr!.Es
Accordingto researchdonebyEdwardT.Hall,
a'yes'inJapanese('hai)maynothavethe
samemeaningas'yes'inEngtish.
Communicationhasmanydimensionsand
informationisoftenembeddedbetweenthe
words,ratherthandirectlyonthesurface.
Non-Westerncultures(e.g.,|apanese,Russian,
andArabcultures)generallyuseindirect
communicationmoreoftenthanWestern
cultures(e.g.Britain,theUS,and
Switzerland).Indirectcommunicationrequires
interpretingwordstogetherwiththeirsociat
context.Understandthecultureandyou'll
morefullyunderstanda person'smessageand
intentions.Therefore,listencarefully,observe
intensely,anddon'tmakeassumptions.
BRII{GIT{GIIEGOTIATIO]ISTOA HEAD
Guaranteeing
l/Weguaranteeyouthat...
l/Wecanassureyouthat...
liWewitldomy/ourbestto ...
Discussingfoltow-updocumentation
Shallweputthisintoawrittenproposa[?
Ithinkwewillneeda detailedsummaryofthis.
Let'sdrafta contractbasedontheseoointsl
Summarizing
0ust)to summarize...
Sofarwehaveestablished...
Letmeiustrepeat,if I may.
Thisiswherewestand.
Iwouldliketo summarizeasfollows...
l/Wethink/believeweallagreeherethat...
Wehavecertainlycovereda lotofgroundtoday!
6 Lookat the followingstatements.Whichcategorydothey belongin: A, B,or C?
A Discussing I
follow-updocumentation
B Guaranteeing C Summarizing
r I witldomybestto ensurethecontractissignedtoday.
z Thisiswherewestandatthemoment.
3 Shatlweputthisintoawrittenproposal?
4 Letmejustrepeatthelasttwostatements,if I may.
Weassureyouthatthequalitywi[[notchange.
Wehavecertainlycovereda lotofgroundtoday!
T
T
T
T
I
T
l
5
6
7 Let'sdrafta finaloutlinebasedonthesepoints!
64. UNIT? AgreementI Gl
7 RewrltethestatementsuslngtheUsefulPhrasesonpage6:.
r lguessweneedanitemizedlistofthispartofthecontract.
z IcanassureyouthatthehousewillbeavailableinJuty.
3 OK,thisishowit isatthemoment.
4 Wehavereallydonea lotofworktoday.
5 Wecannowsetupthecontractwiththesedetails.
6 CanIiustrecaponthesepoints?
the
3
4
Itissurprisinghowoftennegotiatorsmiss.theclose.Manyareafraidtoendthenegotiations
becausetheyfeartheymayhavemissedoiforgottensomething.Theothersideoften
misinterpretsthisfearasadelaytacticandbelievesthatthefirstpartyisuninterestedor
wantsevenmore.Theythenbecomeconfusedanddefensiveandtheagreementbeginsto
fallapart.
Closingisamatterofinstinctaswellascommonsense.Lookforthenon-verbalsignalsand
listenfortheverbalones.Keepyourgoalinmind.lfyou'vereachedit,thenmakethedeal!
It ls4.3op.m.andllr Clarkandtr FlshermeetagalnInorderto slgnthecontractagdlscussed
that mornlng.Llstento thelrconversatlon.Thenfftl ln thegapswlth thewordsfron thebor.
r Noproblem,MrClark.Webothknowthatthiswasnecessary.Haveyou
contract?
2 No,notreally.I onlywantto wehavediscussedtodayandthenI willsign
thedocument.0h, hasyourclientsignedit already?
Yes,andifyouturnto thelastpage,his isright...there.
Congratulations,MrFisher!This
hardworkoverthepastcoupleofweeks.
thesuccessfulconclusionofa lotof
