negotiating with difficult people university of st. thomas - etls 671 presenters: timothy cameron...
TRANSCRIPT
Negotiating With Difficult PeopleNegotiating With Difficult People
University of St. Thomas - ETLS 671University of St. Thomas - ETLS 671
Presenters:Presenters:
Timothy Timothy CameronCameron
Thomas MathewThomas Mathew
Linda OlsonLinda Olson
Kou SongKou Song
Michael TurnquistMichael Turnquist
Teresa UlrichTeresa Ulrich
IntroductionIntroduction Section 1: Negotiation Background Section 1: Negotiation Background Section 2: Difficult PeopleSection 2: Difficult People Section 3: The Movie ‘Speed’Section 3: The Movie ‘Speed’ Section 4: Difficult People and the Eight Steps to Resolution Section 4: Difficult People and the Eight Steps to Resolution Section 5: Failed Negotiations and Alternative Methods for Section 5: Failed Negotiations and Alternative Methods for
SuccessSuccess Summary of ‘Playbook’ Summary of ‘Playbook’
AgendaAgenda
22
Introduction Introduction − Teresa Ulrich −− Teresa Ulrich −
33
IntroductionIntroduction
44
IntroductionIntroduction
How we intend to accomplish this:How we intend to accomplish this:– Provide the audience with a general background in Provide the audience with a general background in
negotiationnegotiation– Discuss the 10 types of difficult peopleDiscuss the 10 types of difficult people– Introduce two difficult people from the movie ‘Speed’Introduce two difficult people from the movie ‘Speed’– Follow those two characters on their path towards a Follow those two characters on their path towards a
successful negotiationsuccessful negotiation– Examine different approaches if those negotiations Examine different approaches if those negotiations
failedfailed– Summarize the ‘playbook’ Summarize the ‘playbook’
55
Section 1: Negotiation Background Section 1: Negotiation Background − Thomas Mathew −− Thomas Mathew −
66
Negotiation BackgroundNegotiation Background
What is Negotiation?What is Negotiation?– Negotiation is a dialogue between two or more Negotiation is a dialogue between two or more
people intended to: people intended to: Resolve disputes Resolve disputes Produce an agreement upon courses of actionProduce an agreement upon courses of action Bargain for individual or collective advantage Bargain for individual or collective advantage Craft outcomes to satisfy various interestsCraft outcomes to satisfy various interests
77
Negotiations can occur between:Negotiations can occur between:– SpousesSpouses– Parents and ChildrenParents and Children– Manager and StaffManager and Staff– Employer and EmployeesEmployer and Employees
Negotiation is often referred to as an artNegotiation is often referred to as an art
Successful negotiations may result in some Successful negotiations may result in some kind of exchange (money or time)kind of exchange (money or time)
88
Negotiation BackgroundNegotiation Background
Reasons for Negotiation: Reasons for Negotiation: – Develops new procedures for handling problemsDevelops new procedures for handling problems
– Solves a problemSolves a problem
– Tests the strengths of other partiesTests the strengths of other parties
– Helps make tough decisions in a collaborative mannerHelps make tough decisions in a collaborative manner
– Educates both parties on alternative views to a problemEducates both parties on alternative views to a problem
– Helps cool down emotions towards issues or peopleHelps cool down emotions towards issues or people
Good negotiators often possess the following Good negotiators often possess the following characteristics:characteristics:– AwarenessAwareness
– PatiencePatience
– Communication skillsCommunication skills
99
Negotiation BackgroundNegotiation Background
Two General Bargaining Strategies:Two General Bargaining Strategies:– Distributive negotiationDistributive negotiation– Integrative negotiationIntegrative negotiation
Bargaining Characteristics:Bargaining Characteristics:Bargaining Bargaining CharacteristicCharacteristic
Distributive Distributive BargainingBargaining
Integrative Integrative BargainingBargaining
Goal Get as much of Expand pie so bothGoal Get as much of Expand pie so both the pie as possible parties are satisfiedthe pie as possible parties are satisfied
Motivation Win−Lose Win−WinMotivation Win−Lose Win−Win
FocusFocus Position InterestsPosition Interests
InterestsInterests Opposed CongruentOpposed Congruent
Information SharingInformation Sharing Low HighLow High
Duration Short−term Long−term Duration Short−term Long−term of Relationship of Relationship
1010
Negotiation BackgroundNegotiation Background
Negotiation Process Involves 8 Sequential Steps:Negotiation Process Involves 8 Sequential Steps:– Do your homeworkDo your homework– Estimate your Ap, Rp, and BATNAEstimate your Ap, Rp, and BATNA– DiscoveryDiscovery– Estimate your opponents positionEstimate your opponents position– Find common groundFind common ground– BrainstormBrainstorm– Select the optimal solutionSelect the optimal solution– Sign the contractSign the contract
1111
Negotiation BackgroundNegotiation Background
During negotiations you frequently run During negotiations you frequently run into rather challenging personalities…into rather challenging personalities…personalities that have been grouped into personalities that have been grouped into large caricatures of individualslarge caricatures of individuals
These individuals are known as difficult These individuals are known as difficult peoplepeople
1212
Negotiation BackgroundNegotiation Background
Section 2: Difficult PeopleSection 2: Difficult People− Mike Turnquist −− Mike Turnquist −
1313
Difficult PeopleDifficult People
There are 10 large groups of individuals known There are 10 large groups of individuals known as difficult peopleas difficult people
I will give a brief description of each type and I will give a brief description of each type and provide ways to successfully deal with eachprovide ways to successfully deal with each
The 10 Types are:The 10 Types are:
- Tank Tank - SniperSniper- GrenadeGrenade- Know−It−AllKnow−It−All- Think−They−Know−It−AllThink−They−Know−It−All
- Yes PersonYes Person- Maybe PersonMaybe Person- Nothing PersonNothing Person- No PersonNo Person- WhinerWhiner
1414
Difficult People: TankDifficult People: Tank
Tank: Tank: - Confrontational, pointed, and angry…the ultimate Confrontational, pointed, and angry…the ultimate
in pushy and aggressive behaviorin pushy and aggressive behavior
Your Goal: Your Goal: - Hold your ground and command respectHold your ground and command respect
Action Plan:Action Plan:- Interrupt their attackInterrupt their attack
- Discuss your bottom line with ownership (“The Discuss your bottom line with ownership (“The way I see it…”)way I see it…”)
- Redirect a peaceful solution by allowing the Tank Redirect a peaceful solution by allowing the Tank the last word (hint: you decide when and where)the last word (hint: you decide when and where)
Archie Bunker Archie Bunker Sitcom: All In The FamilySitcom: All In The Family
Archie Bunker Archie Bunker Sitcom: All In The FamilySitcom: All In The Family
1515
Difficult People: SniperDifficult People: Sniper
Sniper: Sniper: - Their specialty is making someone look foolish Their specialty is making someone look foolish
through rude comments, biting sarcasm, or a through rude comments, biting sarcasm, or a well−timed eye rollwell−timed eye roll
Your Goal: Your Goal: - Bring the Sniper out of hiding by dealing with Bring the Sniper out of hiding by dealing with
them directly and assertivelythem directly and assertively
Action Plan:Action Plan:- Use intent and relevancy questions to expose Use intent and relevancy questions to expose
the Sniper’s behaviorthe Sniper’s behavior
- If you suspect someone is holding a grudge, If you suspect someone is holding a grudge, seek them outseek them out
- Suggest civil behavior for futureSuggest civil behavior for future
''Hawkeye'' Pierce ''Hawkeye'' Pierce Sitcom: M*A*S*HSitcom: M*A*S*H
''Hawkeye'' Pierce ''Hawkeye'' Pierce Sitcom: M*A*S*HSitcom: M*A*S*H
1616
Difficult People: GrenadeDifficult People: Grenade
Grenade: Grenade: - Remain silent about perceived abuses until Remain silent about perceived abuses until
they are ready to explode they are ready to explode
Your Goal:Your Goal:- Take control of the situation by establishing Take control of the situation by establishing
clear lines of communication before they clear lines of communication before they blowblow
Action Plan:Action Plan:- Get the person’s attentionGet the person’s attention
- Show concern by saying what they need to Show concern by saying what they need to hearhear
- Discuss reason for explosion after taking Discuss reason for explosion after taking time awaytime away
- Prevent the pin from being pulled Prevent the pin from being pulled
BeavisBeavis Sitcom: Beavis & Butt−headSitcom: Beavis & Butt−head
BeavisBeavis Sitcom: Beavis & Butt−headSitcom: Beavis & Butt−head
1717
Difficult People: Know−It−AllDifficult People: Know−It−All
Know−It−All: Know−It−All: - Seldom in doubt, they have a low tolerance for Seldom in doubt, they have a low tolerance for
correction and contradiction correction and contradiction
Your Goal:Your Goal:- Open their minds to new ideas by giving them Open their minds to new ideas by giving them
their duetheir due
Action Plan:Action Plan:- Know your stuffKnow your stuff
- Prevent the Know−It−All from repeating Prevent the Know−It−All from repeating themselvesthemselves
- Make the Know−It−All a mentorMake the Know−It−All a mentor
- Present your views while their defenses are Present your views while their defenses are downdown
Dr. House Sitcom: House
Dr. House Sitcom: House
1818
Difficult People: Think−They−Know−It−AllDifficult People: Think−They−Know−It−All
Think−They−Know−It−All: Think−They−Know−It−All: - They learn enough about a subject to sound They learn enough about a subject to sound
like they know what they are talking about…like they know what they are talking about…all for the sake of getting some attentionall for the sake of getting some attention
Your Goal:Your Goal:- Give them a little attention, but know when Give them a little attention, but know when
to give their bad ideas the hookto give their bad ideas the hook
Action Plan:Action Plan:- Ask them to clarify specificsAsk them to clarify specifics
- Redirect the conversation back to reality Redirect the conversation back to reality
- Do not embarrass themDo not embarrass them
Cliff Clavin Sitcom: Cheers
Cliff Clavin Sitcom: Cheers
1919
Difficult People: Yes PersonDifficult People: Yes Person
Yes Person: Yes Person: - Eager to please people and avoid confrontation, Eager to please people and avoid confrontation,
they say ‘yes’ without thinking things through they say ‘yes’ without thinking things through
Your Goal:Your Goal:- Teach them to plan and give commitments Teach them to plan and give commitments
people can count onpeople can count on
Action Plan:Action Plan:- Make it safe to be honestMake it safe to be honest
- Talk honestlyTalk honestly
- Make an event out of every completed Make an event out of every completed commitmentcommitment
- Be careful how you deal with broken promisesBe careful how you deal with broken promises
Bobby Boucher Movie: The Waterboy
Bobby Boucher Movie: The Waterboy
2020
Difficult People: Maybe PersonDifficult People: Maybe Person
Maybe Person:Maybe Person:- In a moment of decision, they procrastinate in In a moment of decision, they procrastinate in
hopes that a better choice will present itself hopes that a better choice will present itself
Your Goal:Your Goal:- Help them learn to think decisively to develop Help them learn to think decisively to develop
their decision making skillstheir decision making skills
Action Plan:Action Plan:- Establish a comfort zoneEstablish a comfort zone
- Explore different options and obstacles Explore different options and obstacles involved in making a decisioninvolved in making a decision
- Assure them there are no perfect decisionsAssure them there are no perfect decisions
Charlie Brown Comic: PeanutsCharlie Brown Comic: Peanuts
2121
Difficult People: Nothing PersonDifficult People: Nothing Person
Nothing Person:Nothing Person:- Does not contribute to the conversation Does not contribute to the conversation
Your Goal:Your Goal:- Persuade them to talk by asking open−ended Persuade them to talk by asking open−ended
questionsquestions
Action Plan:Action Plan:- Set aside enough timeSet aside enough time
- Lighten the conversation with humorLighten the conversation with humor
- Take them out of the moment and talk about the Take them out of the moment and talk about the futurefuture
Benny Baroni Sitcom: Home Improvement
Benny Baroni Sitcom: Home Improvement
2222
Difficult People: No PersonDifficult People: No Person
No Person:No Person:- Kills momentum and creates friction for you (i.e. Kills momentum and creates friction for you (i.e.
taking the final exam after the class has ended) taking the final exam after the class has ended)
Your Goal:Your Goal:- Transition to problem solving and ask why it is NOT Transition to problem solving and ask why it is NOT
possible to just forget the final exampossible to just forget the final exam
Action Plan:Action Plan:- Convince the No Person there are worse things in life Convince the No Person there are worse things in life
than skipping a final examthan skipping a final exam
- Don’t rush the No Person…5 days to post grades is Don’t rush the No Person…5 days to post grades is not much time…10 days would be much betternot much time…10 days would be much better
- Bring up the negatives before they do…taking the Bring up the negatives before they do…taking the exam will cut into our already short summer breakexam will cut into our already short summer break
- Try reverse psychology…can we please take the Try reverse psychology…can we please take the final examfinal exam
Bob Monson Professor: ETLS671
Bob Monson Professor: ETLS671
2323
Difficult People: WhinerDifficult People: Whiner
Whiner:Whiner:- Feel helpless and overwhelmed by an unfair world Feel helpless and overwhelmed by an unfair world
and are compelled to share their problems with and are compelled to share their problems with othersothers
Your Goal:Your Goal:- Listen to their main points and form a problem Listen to their main points and form a problem
solving alliancesolving alliance
Action Plan:Action Plan:- Take command of the conversation tactfullyTake command of the conversation tactfully
- Shift focus to solutionsShift focus to solutions
- Give them something to look forward toGive them something to look forward to
- If they will not stop whining, assertively bring it to a If they will not stop whining, assertively bring it to a closeclose
Eric Cartman Sitcom: South Park
Eric Cartman Sitcom: South Park
2424
Difficult PeopleDifficult People
Final thoughts to remember: Final thoughts to remember: – Stay calmStay calm– Keep some distanceKeep some distance– Interrupt when things get out of controlInterrupt when things get out of control– Listen and acknowledgeListen and acknowledge– Approach at the right timeApproach at the right time– Do not give upDo not give up– Change players (if needed)Change players (if needed)
2525
Section 3: The Movie ‘Speed’ Section 3: The Movie ‘Speed’ − Teresa Ulrich −− Teresa Ulrich −
2626
The Movie ‘Speed’The Movie ‘Speed’
To demonstrate our point even further, we have To demonstrate our point even further, we have chosen the movie ‘Speed’ to help walk you chosen the movie ‘Speed’ to help walk you through the 8 steps of negotiation between two through the 8 steps of negotiation between two difficult personality typesdifficult personality types
In the end, will there be a successful negotiation In the end, will there be a successful negotiation or was it a failure? or was it a failure?
If it was a failure, what could have been done to If it was a failure, what could have been done to make it successful?make it successful?
Stay tuned…Stay tuned…
2727
The Movie ‘Speed’The Movie ‘Speed’
Main Characters:Main Characters:
- Jack Traven (Keanu Reeves) − an Jack Traven (Keanu Reeves) − an L.A.P.D. SWAT specialistL.A.P.D. SWAT specialist
- Howard Payne (Dennis Hopper) − A Howard Payne (Dennis Hopper) − A disgruntled Atlanta Bomb Squad retireedisgruntled Atlanta Bomb Squad retiree
2828
Speed is an action movie directed by Jan De BontSpeed is an action movie directed by Jan De Bont
The Movie ‘Speed’The Movie ‘Speed’
Plot − It involves negotiations between the Plot − It involves negotiations between the L.A.P.D. and a revenge driven extortionist L.A.P.D. and a revenge driven extortionist
The vested interest for the L.A.P.D. is the safety The vested interest for the L.A.P.D. is the safety of the hostagesof the hostages
The vested interest of the extortionist is a $3 The vested interest of the extortionist is a $3 million ransommillion ransom
Theatrical TrailerTheatrical Trailer
2929
Section 4: Difficult People and the Eight Section 4: Difficult People and the Eight Steps to Resolution Steps to Resolution
− Tim Cameron & Kou Song −− Tim Cameron & Kou Song −
3030
Steps 1 − 4 Steps 1 − 4 − Tim Cameron −− Tim Cameron −
3131
Step 1: Do Your HomeworkStep 1: Do Your Homework
Do your homework:Do your homework:– Understand your interestsUnderstand your interests– Understand opponents interestsUnderstand opponents interests– What leverage is availableWhat leverage is available– Solution opponent finds most attractiveSolution opponent finds most attractive
3232
Understanding Jack’s Interests:Understanding Jack’s Interests:– Rescue hostagesRescue hostages– Overcome obstacles Howard createsOvercome obstacles Howard creates– Howard demands $3M in limited time frameHoward demands $3M in limited time frame– His own safetyHis own safety
Step 1: Do Your HomeworkStep 1: Do Your Homework
3333
Understanding Howard’s Interests:Understanding Howard’s Interests:- Wants $$$Wants $$$- Wants to be near the actionWants to be near the action
Know what is going onKnow what is going on Visions of grandeur Visions of grandeur
- Controls hostages’ safetyControls hostages’ safety Detonates bomb in elevator when Detonates bomb in elevator when
he feels he is losing hostageshe feels he is losing hostages
Step 1: Do Your HomeworkStep 1: Do Your Homework
3434
What Leverage is Available?What Leverage is Available?– Howard:Howard:
Elevator hostagesElevator hostages Bus hostages Bus hostages Rigged explosivesRigged explosives Undisclosed locationUndisclosed location
– Jack:Jack: Expertise in hostile situationsExpertise in hostile situations Available resourcesAvailable resources
Step 1: Do Your HomeworkStep 1: Do Your Homework
3535
What solution’s are most attractive?What solution’s are most attractive?– Howard:Howard:
Money deliveryMoney delivery Acknowledgements: Acknowledgements:
Bomb Making, OfficerBomb Making, Officer
– Jack:Jack: Everyone’s safetyEveryone’s safety Reprimand HowardReprimand Howard
Step 1: Do Your HomeworkStep 1: Do Your Homework
3636
Step 2: Estimate Your Ap, Rp, and BATNAStep 2: Estimate Your Ap, Rp, and BATNA
Estimate your Ap, Rp, and BATNA:Estimate your Ap, Rp, and BATNA:– Goal: Understand your anchor point, resistance point, Goal: Understand your anchor point, resistance point,
and best alternative to negotiation agreementand best alternative to negotiation agreement– Helps frame argument before discussionsHelps frame argument before discussions– Opposition’s opening position might change your positionOpposition’s opening position might change your position
Jack’s Ap
BATNA BATNA
Howard’s Ap
Rp Rp
DEAL!
3737
Jack’s anchor point:Jack’s anchor point:– Let all hostages go right Let all hostages go right
awayaway Jack’s resistance point:Jack’s resistance point:
– Pay ransom to release Pay ransom to release hostageshostages
Jack’s BATNA:Jack’s BATNA:– Rescue hostages; no Rescue hostages; no
dealing with Howarddealing with Howard
3838
Step 2: Estimate Your Ap, Rp, and BATNAStep 2: Estimate Your Ap, Rp, and BATNA
Step 3: DiscoveryStep 3: Discovery
Discovery:Discovery:– Period of open discussions between participantsPeriod of open discussions between participants– Focus on relationship buildingFocus on relationship building– The discovery process was very limited as both Jack and The discovery process was very limited as both Jack and
Howard were only concerned with their own interests Howard were only concerned with their own interests rather than each othersrather than each others
3939
Step 4: Estimate Your Opponents InterestsStep 4: Estimate Your Opponents Interests
Estimate Your Opponents Interests:Estimate Your Opponents Interests:– Estimate disputant’s Ap, Rp, and BATNAEstimate disputant’s Ap, Rp, and BATNA– Enables us to diagram the form of transactionEnables us to diagram the form of transaction– After understanding we are ready to beginAfter understanding we are ready to begin
4040
Howard’s anchor point:Howard’s anchor point:– Get away with moneyGet away with money
Howard’s resistance point:Howard’s resistance point:– Letting hostages goLetting hostages go
Howard’s BATNA:Howard’s BATNA:– Blow everyone to Blow everyone to
smithereens smithereens
4141
Step 4: Estimate Your Opponents InterestsStep 4: Estimate Your Opponents Interests
Steps 5 − 8 Steps 5 − 8 − Kou Song −− Kou Song −
4242
Step 5: Find Common GroundStep 5: Find Common Ground
Find Common Ground:Find Common Ground:- Understand each otherUnderstand each other- Each party has opportunity to say Each party has opportunity to say
what the real problem is?what the real problem is?- RephrasingRephrasing- Examples of how both characters Examples of how both characters
could rephrase the problem:could rephrase the problem: Howard − “I deserve to be recognized for all the Howard − “I deserve to be recognized for all the
hard years of service while working with the hard years of service while working with the Atlanta Bomb Squad”Atlanta Bomb Squad”
Jack − “There are other ways you could Jack − “There are other ways you could accomplish this rather than hold hostages for accomplish this rather than hold hostages for ransom”ransom”
4343
Step 5: Find Common GroundStep 5: Find Common Ground
Finding common ground is a very Finding common ground is a very important part of negotiationimportant part of negotiation
Neither Jack or Howard were able to find Neither Jack or Howard were able to find common ground common ground
4444
Step 6: BrainstormStep 6: Brainstorm
Brainstorm: Brainstorm: – Understand relationship between you and the other Understand relationship between you and the other
negotiatornegotiator– If adequate, negotiation process will be feasibleIf adequate, negotiation process will be feasible– Layout as many solutions as possibleLayout as many solutions as possible– Do not expedite a quick solution without viewing all Do not expedite a quick solution without viewing all
options firstoptions first
4545
Step 6: BrainstormStep 6: Brainstorm
Howard’s Solutions:Howard’s Solutions:- Former Atlanta Bob Squad Former Atlanta Bob Squad
Specialist who is willing to kill in Specialist who is willing to kill in order to be recognized order to be recognized (recognition = $3 million) (recognition = $3 million)
Jack’s Solutions: Jack’s Solutions: – Stall Howard as long as he canStall Howard as long as he can– Find a way to deactivate bombFind a way to deactivate bomb– Find HowardFind Howard– Remove hostages as quickly as Remove hostages as quickly as
possible possible
4646
Step 7: Select the Optimal SolutionStep 7: Select the Optimal Solution
Select the Optimal Solution:Select the Optimal Solution:– Need to clarify optimal criteria Need to clarify optimal criteria – Optimal criteria will be used for the proposed Optimal criteria will be used for the proposed
solutionsolution– Process will reduce the emotional content of the Process will reduce the emotional content of the
negotiation negotiation – This will also clarify the nature of the negotiationThis will also clarify the nature of the negotiation
4747
Step 7: Select the Optimal SolutionStep 7: Select the Optimal Solution
4848
Jack and Howard were unable to find an Jack and Howard were unable to find an optimal solution because: optimal solution because:
- They were unable to find common groundThey were unable to find common ground- Their preferred brainstorming solutions were Their preferred brainstorming solutions were
contrasting viewpoints contrasting viewpoints - Both parties wanted a win−lose situationBoth parties wanted a win−lose situation
Step 8: Sign the ContractStep 8: Sign the Contract
Sign the Contract:Sign the Contract:– Never leave the negotiating table before signing the Never leave the negotiating table before signing the
contractcontract– Leaving without signing allows both parties to rethink Leaving without signing allows both parties to rethink
their position which could lead to: their position which could lead to: Buyer’s remorseBuyer’s remorse Seller’s remorseSeller’s remorse
– If either party changes their mind, this could adversely If either party changes their mind, this could adversely affect future negotiationsaffect future negotiations
4949
Step 8: Sign the ContractStep 8: Sign the Contract
The contract was never signed at the end of the The contract was never signed at the end of the moviemovie
Howard (Tank) lost all leverage and his Howard (Tank) lost all leverage and his aggressive personality ultimately caused his aggressive personality ultimately caused his demisedemise
Jack (Know−It−All) gained all the leverage but Jack (Know−It−All) gained all the leverage but did not capture his man alive did not capture his man alive
5050
Section 5: Failed Negotiations and Section 5: Failed Negotiations and Alternative Methods for Success Alternative Methods for Success
− Linda Olson −− Linda Olson −
5151
What we know at the end of the movie…What we know at the end of the movie…- Howard was a police officer (‘an encyclopedia of Howard was a police officer (‘an encyclopedia of
bombs’) who was forced to retire because he lost a bombs’) who was forced to retire because he lost a finger while working a case finger while working a case
- Used multiple triggering mechanisms with different and Used multiple triggering mechanisms with different and excessive amounts of explosivesexcessive amounts of explosives
Observed every case real timeObserved every case real time- Elevator – listeningElevator – listening- 1st bus − nearby car1st bus − nearby car- 2nd bus (bus 2525) − watched on TV newscasts2nd bus (bus 2525) − watched on TV newscasts
5252
Failed Negotiations and Alternative Failed Negotiations and Alternative Methods for SuccessMethods for Success
5353
Was this a failed negotiation?Was this a failed negotiation?YES!!!YES!!!
Why?Why?If Jack and Howard had responded differently towards each If Jack and Howard had responded differently towards each
other, this may of ended differently or sooner with less other, this may of ended differently or sooner with less loss of life and propertyloss of life and property
Failed Negotiations and Alternative Failed Negotiations and Alternative Methods for SuccessMethods for Success
What actions did Jack take…What actions did Jack take…- Did not follow up Howard’s comments with questions (7 Did not follow up Howard’s comments with questions (7
instances throughout movie)instances throughout movie)- Reacts emotionally Reacts emotionally - Accepts this as a personnel attackAccepts this as a personnel attack- Allows Howard to interrupt himAllows Howard to interrupt him
5454
Outcome:Outcome:- Win/loose battle for both Win/loose battle for both
Howard and JackHoward and Jack
Failed Negotiations and Alternative Failed Negotiations and Alternative Methods for SuccessMethods for Success
5555
Failed Negotiations and Alternative Failed Negotiations and Alternative Methods for SuccessMethods for Success
Movie ClipMovie Clip
How should Jack have handled Howard (Tank) How should Jack have handled Howard (Tank) differently?differently?
- Spend more time in the first 4 steps of negotiationSpend more time in the first 4 steps of negotiation Do your homework, Estimate your Ap, Rp, and BATNA and Do your homework, Estimate your Ap, Rp, and BATNA and
DiscoveryDiscovery
- When negotiations fail; change the playersWhen negotiations fail; change the players Jack’s partner or the lieutenant should of taken lead role in Jack’s partner or the lieutenant should of taken lead role in
discussions with Howarddiscussions with Howard
5656
Failed Negotiations and Alternative Failed Negotiations and Alternative Methods for SuccessMethods for Success
What actions did Howard take…What actions did Howard take…- Contradicts and interrupts Contradicts and interrupts - Challenges Jack directly Challenges Jack directly - Redirects Jack away from problem solving Redirects Jack away from problem solving
5757
Failed Negotiations and Alternative Failed Negotiations and Alternative Methods for SuccessMethods for Success
Outcome:Outcome:– Delayed problem solving, Delayed problem solving,
continue in reacting mode continue in reacting mode
How should Howard have handled Jack How should Howard have handled Jack (Know−It−All) differently?(Know−It−All) differently?
- Get Jack to consider his interestGet Jack to consider his interest MoneyMoney Lost livelihoodLost livelihood Acknowledgement of his expertiseAcknowledgement of his expertise
- Goal is to get Jack into problem solving Goal is to get Jack into problem solving mode/brainstorming for solutionsmode/brainstorming for solutions
5858
Failed Negotiations and Alternative Failed Negotiations and Alternative Methods for SuccessMethods for Success
Summary of ‘Playbook’ Summary of ‘Playbook’ − Teresa Ulrich −− Teresa Ulrich −
5959
Summary of ‘Playbook’Summary of ‘Playbook’
6060
Negotiation Background: Negotiation Background: – What is negotiation?What is negotiation?– Reasons for negotiationReasons for negotiation– Characteristics of good negotiatorsCharacteristics of good negotiators– Bargaining strategies and characteristicsBargaining strategies and characteristics
Difficult People:Difficult People:– 10 types of difficult people10 types of difficult people– Methods of dealing with each typeMethods of dealing with each type
Applying the Eight Steps of Negotiating to the Main Applying the Eight Steps of Negotiating to the Main Characters in ‘Speed’ (difficult people)Characters in ‘Speed’ (difficult people)
Failed Negotiations and Alternative Methods for Failed Negotiations and Alternative Methods for SuccessSuccess
Negotiating is an art – there are no right or wrong Negotiating is an art – there are no right or wrong ways to negotiateways to negotiate
First step – prepare and understand interests of First step – prepare and understand interests of both sidesboth sides
How you communicate (talk and listen) is as How you communicate (talk and listen) is as influential and persuasive as your words and offersinfluential and persuasive as your words and offers
People come with all types of personalitiesPeople come with all types of personalities– Understanding and addressing specific behaviors will Understanding and addressing specific behaviors will
assist in a successful negotiationassist in a successful negotiation Even when negotiating with difficult people – can Even when negotiating with difficult people – can
result in a win–win situation. result in a win–win situation.
6161
Closing Thoughts Closing Thoughts
ReferencesReferences
– Ten Types of Difficult People − Sources of Insight Ten Types of Difficult People − Sources of Insight http://sourcesofinsight.com/2007/12/31/ten-types-of-difficult-people/
– Robbins, S. P. & T. A. Judge (2008). Robbins, S. P. & T. A. Judge (2008). Essentials of Organizational Essentials of Organizational BehaviorBehavior. Upper Saddle River, New Jersey: Pearson Prentice Hall.. Upper Saddle River, New Jersey: Pearson Prentice Hall.
– Monson, R.J. (2009). Monson, R.J. (2009). Human Factors in Technical ManagementHuman Factors in Technical Management.. Minneapolis, MinnesotaMinneapolis, Minnesota
– Negotiation Strategy with difficult people; Negotiation Strategy with difficult people; http://www.batna.com/difficult_v4.html
– BATNA; BATNA; http://www.beyondintractability.org/essay/batna/
6262
QuestionsQuestions
??6363