Customer Negotiation Skills_2023.pdf
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This document discusses key aspects of negotiation including objectives, components, skills, stages, styles, and traits of a good negotiator. It outlines 5 essential negotiation skills: preparation, active listening, creating value, maintaining control, and using facts and data. The negotiation process is described as having 4 stages: preparation, opening/exchanging information, bargaining, and closing/implementation. Finally, it decodes 5 common negotiation styles: accommodating, avoiding, collaborating, competing, and compromising.
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This includes addressing concerns that have not yet become issues and clarifying issues that have
been identified. In order to be successful at these tasks, the PM needs to develop interpersonal
and management skills. Several important interpersonal skills for a PM are the ability to build
trust, resolve conflicts, and overcome resistance to change. Management skills include
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negotiation before knowing further.
Negotiation is a strategic discussion that resolves an issue in a way that both parties find
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of view. Negotiation is essential to healthy professional relationships. Learning how to merge the
wants and needs of the group and build mutually viable solutions is key to a healthy, happy work
life.
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asking the other person if they are valid.
d. Test assumptions. Assumptions that can\'t be validated need to be tested or discarded.
Erroneous assumptions can impair an otherwise sound negotiating strategy. I will not set myself
up for failure relying on an invalidated assumption because I like it or it helps my case.
e. Adjust your strategies. Using the newly acquired information, I will make sure initial
strategies, objectives and goals are still appropriate. The new information can often change
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The areas that went well are during the discussion we were able to meet on some agreements that brought some negotiation and went well my ability and skills helped me through the negotiation I was able to prepare myself and I had self-control out the discussion.
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To what extent does it take to settle a negotiations? For whatever length of time that it takes. Real estate agents some of the time overlook that we are utilized to obstacles, hindrances and delays and that it can be traumatic for purchasers and merchants who need it done at this point. Real estate agents have little control/information in accelerating an outsider, other than to have a decent association with ones that can complete business in an auspicious way.
Step 1: Prepare – The initial phase in the arrangement procedure is to guarantee that everybody is prepared the genuine transaction. Before you start transaction stroll through the progressions in your brain of what you are going to do, and consider diverse circumstances that may happen and how you are going to handle them. On the off chance that you have to, do some exploration in advance. For example, on the off chance that you are planning to purchase a washer and dryer, you might need to peruse a few surveys online or look at some ...
Negotiation
Negotiation is a process where parties try to reach an agreement or compromise on issues in dispute. It involves exchanging offers and counteroffers to find mutually acceptable solutions. Effective negotiation requires preparation, understanding both sides' objectives and priorities, developing alternative options, and using strategies like focusing on interests rather than positions to achieve win-win outcomes when possible. Key roles for negotiators include maintaining team unity, understanding the issues, preparing necessary information, seeking compromise, and knowing when to conclude the negotiation. Personality traits alone do not determine outcomes, but both gender and power can influence negotiating style and perceived success.
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Part A) A project manager (PM) should focus on actively managing stakeholders’ expectations.
This includes addressing concerns that have not yet become issues and clarifying issues that have
been identified. In order to be successful at these tasks, the PM needs to develop interpersonal
and management skills. Several important interpersonal skills for a PM are the ability to build
trust, resolve conflicts, and overcome resistance to change. Management skills include
presentation/public speaking, negotiating, and writing. Pick one of these critical interpersonal or
management skills and discuss your personal experience(s) with this skill. Then explain this skill
to the class as if you were trying to assist a colleague in better developing that skill.
Part B) Reporting performance is an essential part of project communications management.
Project managers spend a significant amount of time creating various types of reports. The most
obvious forms of reporting are reporting on status, current performance, work to be completed,
and approved changes. Based on your experience or cases in the literature, characterize the types
of reporting that are required of project managers, the content of such reports, and the frequency
of the reports.
Solution
Part A) Let us Pick Negotiating skill from Management skills. Let us know briefly about
negotiation before knowing further.
Negotiation is a strategic discussion that resolves an issue in a way that both parties find
acceptable. In a negotiation, each party tries to persuade the other to agree with his or her point
of view. Negotiation is essential to healthy professional relationships. Learning how to merge the
wants and needs of the group and build mutually viable solutions is key to a healthy, happy work
life.
Personal experience with Negotiation skills:
1) Preparing for the negotiation: Before you actually start any negotiation take a few moments or
a few weeks, depending on the importance and complexity of the negotiation, to prepare for the
negotiation session.
a. Separate facts from assumptions. I usuall try to Understand about the situation and what I
assume to be true.
b. Validate facts. Sometimes facts change. I will make sure information is current. If I can\'t do
this, I will consider the unverified facts to be assumptions
c. Validate assumptions. Assumptions should be validated by third party confirmation or simply
asking the other person if they are valid.
d. Test assumptions. Assumptions that can\'t be validated need to be tested or discarded.
Erroneous assumptions can impair an otherwise sound negotiating strategy. I will not set myself
up for failure relying on an invalidated assumption because I like it or it helps my case.
e. Adjust your strategies. Using the newly acquired information, I will make sure initial
strategies, objectives and goals are still appropriate. The new information can often change
strategies and on occasion can obviate .
Negotiation Skills
This document provides guidance on developing effective negotiation skills. It discusses establishing objectives, identifying desired and acceptable outcomes, using interpersonal skills to influence others, and working toward win-win agreements. Key aspects of negotiation covered include preparation, identifying parties' interests and needs, creating movement through compromise and exchange, and closing the negotiation by agreeing on and documenting the final terms. The overall aim is to conduct negotiations professionally to build strong relationships and achieve agreements that meet both sides' requirements.
The Art Of Negotiation
Negotiation is a dialogue between two or more parties, with the intent of coming to a mutually agreed solution, because each party has something the other wants.
Successful negotiation is an art form that comes naturally to some, but must be learned by most.
Negotiation
This document discusses negotiations and provides tips for negotiators. It defines negotiation as a dialogue between parties aimed at reaching an understanding or compromise. Good negotiators are familiar with technical and commercial aspects, follow stages of negotiation, and understand different negotiation tactics. These tactics can include using facts, pressure, confusion, stalling, emphasizing common goals, and creating sympathy. Barriers to negotiation include diehard bargainers, lack of trust, information gaps, and cultural differences. Negotiators are also categorized as soft, hard, or principled based on their strategies and goals.
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This document discusses negotiating skills and techniques for collective bargaining. It outlines the formal bargaining process, emphasizing the importance of preparation, presentation skills, and realism. The bargaining process is described as having distinct stages: opening presentations to define objectives, employer responses that should be carefully evaluated, countering responses to show weaknesses in the employer's arguments, and informal discussions to reach a final agreement. Key advice includes considering the other side's perspective, having a style that fits one's personality, listening closely, and avoiding threats unless able to deliver on them. The goal is to find a compromise through this ritualized process of presentations and counterarguments between the two sides.
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Dysfunctional Behaviors and Related Facilitation Strategies: Twelve Angry Men
Behavior
Actor/Evidence
Strategy Used or Suggested
Whisperer—periodically engages team member(s) in side conversations
Silent member—withdrawn; doesn’t participate
“Eager beaver” (talker/ monopolizer)—always has something to say
Heckler/complainer— combative; tells team members why what they’re working on will never work
Sidetracker—dicusses items not on the agenda
Fighter—picks a “fight” and/or argues with another team member
“Stand pat”—won’t budge; hostile; unwilling to look at situation from others’ perspective; often prejudiced
Verbal stumbler—unable to express self clearly
Early leaver—announces they must leave for another activity
Five Stages of Negotiating
All negotiations are different. Simple negotiations, such as choosing which movie to rent, need not require an extensive negotiation process. However, when negotiations involve significant or complex issues, you should consider using the five-stage process model
Negotiating consists of five stages: (1) preparation and planning, (2) defining ground rules, (3) clarifying and justifying your case, (4) bargaining and problem solving, and (5) closure and implementation.
These stages are described below. 1. Preparation and planning. Without question, preparation and planning are the keys to successful deal making. While some may think they can negotiate effectively “on the fly,” all negotiators benefit from thorough advance thought and preparation. Be clear about what you want and why. Gather data to support your position. Consider ways to present your arguments persuasively. Consider what the other party wants and why.
2. Definition of ground rules. Determining your own guidelines or rules for the negotiation helps you plan a strategy that can be successful. Establish who will or should be present and at what part of the negotiation. Decide where the meeting will be held and offer a possible agenda for how the time will be allocated and for which issues. The location has implications in terms of who’s in charge. While there may be a benefit to having the negotiation at your office—the home court advantage—agreeing to have the negotiation at the other party’s office might show flexibility and willingness to negotiate on your part. When the topic covered is potentially divisive or difficult, a neutral location might help level the playing field for both parties—an important consideration when an integrative solution is desired.
3. Clarification and justification. As the negotiation begins, state what you want and why. A key issue here is the difference between positions and interests. A position is a stance—typically a firm one—taken by a negotiator. “I’ll give you $4,500 and that’s my final offer.” An interest is the explanation behind the position, need, or desire that expresses why a negotiator wants what he or she wants. “I’m asking for $5,000 because the car has low miles, an u.
Negotiation
This document discusses negotiation strategies and techniques. It begins by defining negotiation as a process that occurs when parties allocate scarce resources. It then outlines the objectives of learning about negotiation approaches and strategies, communication techniques, and practicing skills. The document differentiates between distributive and integrative negotiation. It also covers the negotiation process, individual differences, third party roles, and issues that can cause conflicts like the Kashmir, Syria, and Iran nuclear disputes.
Training and Developement
How to conduct the workshop of Negotiation Skills.
How to train the trainees to Negotiate with customers
Negotiation and Influencing Skills
This document provides an overview of negotiation and influencing skills. It discusses that negotiation is commonly applied to formal situations like making a deal between employers and employees, but there are many more informal occasions where interactions can be described as negotiation. It outlines the core characteristics of negotiation as having conflicting interests, communication between parties, possible compromises, provisional offers and counteroffers, and jointly determined outcomes. The document also discusses different types of negotiation including positional vs integrative, and keys to successful negotiation like having a positive attitude, understanding the negotiation process, and using effective negotiation behaviors. It links negotiation and influencing, noting that persuasion is about getting others to want to do what you want rather than forcing them. The document provides tips for successful persu
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Lessons Learned Document from the Successful Buyout Project is that Ownership of a project– The PM and the Project Management Team ought to have an unmistakable comprehension of the purposes behind the undertaking; who for and what for; as this may be a component impacting the customizing of the task exercises to better suit the task environment. For instance, is it a Government claimed venture or a Local Council one? Diverse possession may interpret in distinctive partners joining in the choice making procedures. Backing and investment of the real partners/invested individuals to guarantee a controlled improvement of the venture; An unmistakable and plausible arranging of the different administration stages is vital to decrease the level of danger additionally to maintain a strategic distance from degree creep; Correspondence amongst every single intrigued parties and an obviously characterized progressive system inside of the Project Management Team to control the undertaking and forestall or oversee unfriendly occasions; The right decision of individuals for the Team to guarantee that the required expertise set to convey the venture's items is available; Inspiration of the gatherings included in the venture to cultivate better cooperation and consequently a more noteworthy familiarity with one another's obligation
The areas that went well are during the discussion we were able to meet on some agreements that brought some negotiation and went well my ability and skills helped me through the negotiation I was able to prepare myself and I had self-control out the discussion.
The most difficult part that would make my negotiation successful is for individuals used to controlled courses of events due dates in different organizations, it can be a stun when purchasing and offering land. It is kind of a "toward the end in time" business for huge numbers of the outsiders included, for example, home loan merchants, surveyors, appraisers, title organizations.
To what extent does it take to settle a negotiations? For whatever length of time that it takes. Real estate agents some of the time overlook that we are utilized to obstacles, hindrances and delays and that it can be traumatic for purchasers and merchants who need it done at this point. Real estate agents have little control/information in accelerating an outsider, other than to have a decent association with ones that can complete business in an auspicious way.
Step 1: Prepare – The initial phase in the arrangement procedure is to guarantee that everybody is prepared the genuine transaction. Before you start transaction stroll through the progressions in your brain of what you are going to do, and consider diverse circumstances that may happen and how you are going to handle them. On the off chance that you have to, do some exploration in advance. For example, on the off chance that you are planning to purchase a washer and dryer, you might need to peruse a few surveys online or look at some ...
Negotiation
Negotiation is a process where parties try to reach an agreement or compromise on issues in dispute. It involves exchanging offers and counteroffers to find mutually acceptable solutions. Effective negotiation requires preparation, understanding both sides' objectives and priorities, developing alternative options, and using strategies like focusing on interests rather than positions to achieve win-win outcomes when possible. Key roles for negotiators include maintaining team unity, understanding the issues, preparing necessary information, seeking compromise, and knowing when to conclude the negotiation. Personality traits alone do not determine outcomes, but both gender and power can influence negotiating style and perceived success.
Negotiations
Negotiation is a method to settle differences and reach agreements without conflict or resentment. There are six stages of negotiation: preparation, discussion, clarifying goals, negotiating for a win-win outcome, agreement, and implementing the agreed course of action. Key elements for effective negotiation include having the right attitudes, interpersonal skills like listening and problem solving, and preparation and knowledge. There are five main negotiation styles - win/lose, avoidance, accommodation, compromise, and collaboration which aims for a win-win outcome where both sides' needs are met. Maintaining relationships, focusing on interests not positions, generating options, and clarifying meanings are important for successful negotiation.
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- 13. BASIC COMPONENTS
- 14. BASIC COMPONENTS – WAY FORWARD
- 15. BASIC COMPONENTS – WAY FORWARD
- 18. TRAITS OF A GOOD NEGOTIATOR o Understands People o ExudesConfidence o Open Minded o Remains Calm o Seeks Options
- 19. 5 ESSENTIAL NEGOTIATION SKILLS 1. PREPARATION 2. ACTIVE LISTENING 3. CREATINGVALUE 4. MAINTAINING CONTROL 5. USING FACTS AND DATA
- 20. STAGESOF NEGOTIATION Preparation: The first stage relates to planning and preparation. This is a time to assess the situation and the relationship with the other party. Opening and Exchanging information: In this stage the parties exchange the information gathered in the preparation stage. The process begins with each party laying out and explaining their opening positions. Bargaining: This stage is the essence of the game of negotiation. It is the classic game of give and take. Each party will utilize various negotiation strategies to achieve the objectives established during the preparation process. Closing and Implementation: This is the final stage of the negotiation process where a final agreement is completed. Both parties should review the terms of the agreement to avoid any misunderstanding. It is important to clarify anything that was left ambiguous or incomplete.
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