The most important thing most of us learn from effective negotiations skills training is the significance to create a specific frame for a conversation, otherwise we are starting our discussions within the default frame of the other party. Here is a couple of points to think about as you get ready for a complicated conversation.
1. Remember that you are dealing with someone who has dreams, hopes and aspirations much like everyone.
When you have to convey bad news, make sure that you frame it sensitively. It is necessary for people to maintain their dignity and there is no reason to create resentment & resilience within your counterpart.
For instance, let's say you have had a poor performing staff member who you have decided to let go.
One way of delivering the news could be:
Tony, after carefully considering your track record and taking into account our previous meetings about your poor performance, I have reached a final decision to discontinue your services. Regrettably my decision is final and I would like you to give in any outstanding items and depart with immediate effect.
Another way of delivering the news could be:
Tony, it saddens me to inform you that I have made a decision to discontinue your services. I reached this resolution because it is important that there is a 100% fit between our expectations and your ability to deliver and I feel genuinely that your skills will be more sought after in a different kind of role rather than this one.
If you feel that you really would like to continue within this type of role then I would really like to recommend that you pay attention to the following, and perhaps invest in further development in this respect. Thank you for having made the effort to meet our standards and all the best with your future initiatives.
In the second example you are at least recognising the fact that an effort was made on the part of the worker and that you are willing to guide them refine their approach to enable them to be more effective in future.
2. Effective negotiation training confirms that we must acknowledge our weaknesses.
If you have done something for which you should apologise, do not shift the blame, but take full responsibility. We have a lot more respect for those who own up to their mistakes compared to those who dodge responsibility. Follow up your admission of guilt by thinking how you can remedy the situation. Very few individuals have the expectation that everything must be perfect at all times. After all, people are all human and it is unavoidable that you or anyone else for that matter will be making mistakes from time to time.
If you ask whatever it is that you can do to remedy the situation you will be surprised to learn that generally people will be more than happy with the fact that you apologised and will not need anything additional aside from an assurance that the error will not be repeated.
Remember to treat people with dignity and compassion. Even those folks who seem to be hard as nails often act in this way as a defence against getting hurt.
It is not always easy to treat other people with respect and dignity but it is certainly an objective worth seeking, but use these recommendations and add to your sales training objectives, the results will speak for itself.
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