A few weeks ago, my brother bought a second-hand hybrid car from a local dealer. He was very pleased with it. The only problem was, as he discovered a few days after buying it, the battery system that makes it a hybrid didn’t work.
As the problem came to light within 30 days of the purchase, he could have demanded a refund, but accepted instead the dealer’s offer of a repair. Now, a week later, the repair has failed, and he is trying to decide what to do next. He is still entitled to a refund, but the dealer is encouraging him to get it repaired again.
Demanding a new car might feel like ‘winning’ but with a baby due imminently, my brother and his wife just want the situation resolved as quickly as possible. The last thing they want is a long period without a reliable car!
Their dilemma has led to some interesting conversations as we consider the strategy they should adopt.
Sometimes we’re so focused on ‘winning’ and in some cases punishing the other party, that we risk losing sight of not only the opportunity for win-win but the best solution for ourselves too.
On the other hand, there are those people who are so terrified of negotiating that they will avoid it at all costs, even when avoidance is to their personal detriment.
The art to successful negotiation lies in:
- Knowing what you want and need to achieve from the negotiation.
- Understanding what the other party/parties want and need to achieve from the negotiation.
- Knowing what alternative is available to you if the negotiation fails.
- Knowing what the other party’s alternative is if the negotiation doesn’t result in an agreement.
Once you understand all this, you’re in a much better position to approach negotiations in way that is likely to be successful.
There are some great exercises in Trainers' Library that will help your learners develop and practise their negotiation skills in unexpected, but engrossing ways. Here are a few of my favourites:
I will leave you with one of my all-time favourite quotes about negotiation:
“Start up with an ideal and end up with a deal.”