The most important thing we learn from effective negotiations skills training is the significance to create a precise frame for a discussion, otherwise we are beginning our discussions within the default frame of the other person. Here is a couple of points to consider as you get ready for a complicated conversation.
1. Remember you are dealing with a person who has ambitions, desires and aspirations much like all of us.
If you have to convey bad news, make certain you frame it sensitively. It is important for individuals to preserve their dignity and there is no reason to build resentment & resilience within your counterpart.
As an example, let's say you have had a poor performing employee whom you have decided to discharge.
One way of delivering the news could be:
Jack, after carefully considering your track record and taking into account our past discussions regarding your inadequate performance, I have reached a decision to discontinue your services. Regrettably my decision is final and I need you to hand over any outstanding items and leave with immediate effect.
An alternative way of delivering the news could be:
Jack, it saddens me to notify you that I have made a decision to discontinue your services. I arrived at this decision since it is necessary that there is a 100% fit between our requirements and your ability to deliver and I feel genuinely that your skills is likely to be more valued in a different type of position rather than this one.
If you feel that you really wanted to continue within this type of position then I would like to suggest that you pay attention to the following, possibly even invest in further development in this regard. Thank you for having made the effort to meet our standards and all the best with your long term endeavours.
In the 2nd situation you are at least recognising the fact that an effort was made on the part of the employee and that you are willing to guide them refine their technique so that they can become more successful in future.
2. Effective negotiation training confirms that we must recognize our weaknesses.
If you have done something for which you need to apologise, do not shift the blame, but take full accountability. We have much more regard for individuals who own up to their mistakes than those who dodge responsibility. Follow up your admission of guilt by thinking how you can remedy the situation. Not many people have the belief that just about everything must be perfect at all times. After all, we are all human and it is unavoidable that you or anyone else for that matter will be making mistakes every once in awhile.
If you ask what it is that can be done to remedy the circumstance you will be surprised to learn that in most cases people will be more than happy with the fact that you apologised and will not need anything additional aside from a guarantee that the mistake will never be repeated.
Make sure you treat people with dignity and compassion. Even those folks who appear to be hard as nails often act in this way as a defence against getting hurt.
It is not always simple to treat others with respect and dignity however it is definitely an objective worth pursuing, but use these recommendations and add to your sales training objectives, the results will speak for itself.
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