Customer Connections™: Negotiation Strategies

Satisfying customers is not enough.  Needs change and satisfaction only tells you how well you last did, not if the customer will return.  Leading research by the Gallup Organization reveals that it takes a positive relationship with the customer to keep them coming back.  Yet, negotiations can sometimes drive wedges in those relationships.  Using the Harvard Negotiation Project approach to Getting to Yes, Resource Development Systems’ 2 to 3day program builds on this idea, by exploring how to negotiate without destroying relationships.  Using small and large group activities, exercises, and role plays, participants learn how to negotiate to achieve a win-win, and then how to apply that learning to their real world activities.  

A real pending negotiation project is encouraged to be utilized and worked through as part of this program.

Topics to be covered include:

• Differentiate between positions and interests in negotiation

• Using questions to bring out interests, even when the other side is reluctant

• Using Behavioral Style to uncovering the others’ needs

• Organize a brainstorming session to generate creative options for mutual gain

• Use independent standards to reconcile conflicting interests while avoiding a contest of will and the need for one side to back down.

• Disentangle people problems from substantive ones

• Use people techniques like active listening and adapting to behavioral styles to deal with people problems.

• Figure out when it makes sense to walk away from a negotiation and when it does not

• Organize negotiations to move steadily toward closure in a way that minimizes uncertainty, avoids unpleasant last-minute surprises, and produces workable agreements.

• Using a real-life situation, profile and plan for an upcoming negotiation

• Incorporate these ideas into work habits in order to maintain Customer Connections™

This program uses a variety of methods to help participants to understand the concepts and methodology.  Video scenarios from the Harvard Negotiation Project, assessments, action planners, and a high quality workbook provide hands-on tools for the participants to learn and apply their learning.  Plans for returning to work and putting the skills learned into action are completed prior to the conclusion of the workshop.

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Last Modified:  25 February 2008