empower yourself: negotiate for the user - userfocus 2012
DESCRIPTION
In this upbeat talk Carol will provide you with the most influential ideas in business and how you can use them to empower yourself and to better negotiate for the needs of the users. Being a User Experience professional requires great social skills for facilitation; working with team members, stakeholders and clients; and for making sometimes difficult recommendations. Negotiation is the most important social skill for a UX professional. We negotiate on behalf of users throughout the development life cycle. Unfortunately, many of us are not taught skills that will help us be good negotiators. This session will provide the audience with tools to become effective negotiators in their personal and professional lives.TRANSCRIPT
Empower Yourse l f : Negot ia te for the User
Presented by Carol SmithUser Focus 2012, Chevy Chase, MD
@carologic #NegotiateForUsers
Great Social Skills =
Great Experiences
Negotiation #1
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What Does it Feel Like?
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•Unprepared•Concerns about process•Lack of practice•Feel Cornered
What are the Issues?
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Need Confidence
Best Alternative!
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•Course of action that will be taken if: • Current negotiations fail • Agreement cannot be reached
•Not the same as the walk away point
Best Alternative to a Negotiation Agreement
BATNA
Fish
er, R
oger
and
Will
iam
L. U
ry. (
1981
) “G
ettin
g to
YE
S: N
egot
iatin
g A
gree
men
t W
ithou
t Giv
ing
In.”
Pen
guin
Gro
up.
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•Better standard to measure agreements•Protects you from:
• Accepting terms too unfavorable• Rejecting terms in your interest to accept
•Permits exploration of imaginative solutions
BATNA Benefits
Fish
er, R
oger
and
Will
iam
L. U
ry. (
1981
) “G
ettin
g to
YE
S: N
egot
iatin
g A
gree
men
t W
ithou
t Giv
ing
In.”
Pen
guin
Gro
up.
Situation 1
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This is Jay
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This is Laura
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They Both Want to Work Here
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On Paper They Look the Same
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Jay
Thinking of the futureDesired income $75,000
BATNA = Stay at current job
Wants to make more – $72,000 would be nice
No identified BATNA
Preparation
Laura
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They both get offers!
They apply for the position and…
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Jay
Offered $70,000Negotiates upGets $77,000
Offered $70,000“Close enough”Gets $70,000
Here’s the thing
Both get a raise of 3% each year
Laura
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•After 5 yrs $89,264 •After 10 $103,482•After 15 $119,964
•After 5 yrs $81,121•After 10 $94,862•After 15 $109,019
As They Continue to Work
Jay Laura
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•Neither needed to mention BATNA•Both negotiating with same people•Different outcomes
•Keep your goals fixed in your mind•Do not accept •Carefully consider the first offer
• Women need to ask for each other
BATNA’s Can be Silent
Situation 2
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I Love my Minivan
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Dealer
Ideal Outcome
Fixed for free or cost
of labor
Make $ and Happy Customer
Me
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Dealer
BATNA
MeGet fixed
somewhere else or deal with the heat.
Satisfied Customer
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• Great BATNA• $975 to fix
• Asks what he can do?
• Comes back - $200 to fix!
• Weaker BATNA• BATNA = keys please
• I offer to pay a little more than labor.
• Better than my BATNA!
Negotiation
Dealer Me
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Dealer
Outcome
Me
Air Conditioning!
Less money, but Satisfied
Customer
No Losers!
Compromise is Goal
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•The better your BATNA, the greater your power•Judge every offer against your BATNA
•They have a strong BATNA? • Advance your respective interests
Best Alternative to a Negotiation Agreement
Make your BATNA Work
Fish
er, R
oger
and
Will
iam
L. U
ry. (
1981
) “G
ettin
g to
YE
S: N
egot
iatin
g A
gree
men
t W
ithou
t Giv
ing
In.”
Pen
guin
Gro
up.
When your BATNA is awesome…
Why you are negotiating?
How About UX?
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•Potential disadvantage (PM, Devs, etc.)•Disparities in negotiation skill and comfort•Fail at negotiating on their behalf•Hurt user’s experience
•You are their advocate•Speak up!
UX is ~50% Female
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•Scope of project•Resources•Methods•Recommendations•Implementation
Negotiate from the Beginning
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•Who are you dealing with?•What is important to them?
• ROI, cost savings, schedule, etc.•Preferred negotiation strategies•Research to back up your position
Prepare with Research
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•Not about people• Minimize emotions – be neutral
•Match culture to minimize misunderstandings• Clothing, attitude, etc.
Separate PEOPLE from the Problem
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•Make a great experience•Benefits for user and organization•Savings of time, money, resources, effort, etc.•Watch your pronouns
• We not them
Focus on Shared Interest, Not Positions
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•Mutual gain within constraints
Cost
Time/Schedule
Resources/People
Level of Insights
Invent Multiple Options
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•Best practices•Case studies•Web analytics•SUS Score•Develop internal measurements
Use Objective Criteria & Standards
Situation 3
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Team Leader
Situation
We can’t afford not to
do UX
We don’t have time
for UX
You
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Ideal Outcome
Great UX!On time,
on budget & good UX
Team Leader You
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BATNA
As good UX as possible within
constraints
On time, on budget, we’ll
fix UX later
Team Leader You
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•Conduct guerrilla utest•Quick study recommendations•Work ahead for next project
Consider Options – Agree on Solution
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Result
BATNAIdeal
Team Leader You
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•Identify and remember your BATNA •Negotiation is about compromise•Find the BEST solution for everyone•Practice
Review
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Shameless Promotion
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Recommended Readings
45
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•Babcock, L. and Sara Laschever. (2008). “Ask For It: How Women can use the Power of Negotiation to Get What They Really Want.” Bantam Books. •Godin, Seth. (2010) “Linchpin: Are you Indispensable?” Penguin Group.•Ury. William L. (1991) “Getting Past NO: Negotiating in Difficult Situations.” Bantam. •Fisher, Roger and William L. Ury. (1981) “Getting to YES: Negotiating Agreement Without Giving In.” Penguin Group.•Kennedy, Gavin. (2004). “Essential Negotiation.” The Economist and Profile Books LTD. •Lavington, Camille. (2004) “You’ve Only Got Three Seconds: How to make the right impression in your business and social life.” Doubleday. •Lewicki, Roy J., et. Al. (2004) “Essentials of Negotiation.” McGraw-Hill Irwin. •Young, Ed. (2011) “Justice is served, but more so after lunch: how food-breaks sway the decisions of judges.” Discover Magazine. http://blogs.discovermagazine.com/notrocketscience/2011/04/11/justice-is-served-but-more-so-after-lunch-how-food-breaks-sway-the-decisions-of-judges/ Retrieved on October 24, 2011.
References
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@carologic
Email: [email protected]
slideshare.net/carologic
speakerrate.com/speakers/15585-caroljsmith
Contact Carol