#2 of 101 Best Practices in Negotiation
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I just finished conducting my “Best Practices in Negotiation” seminar at UC Berkeley, and we found support for the #2 Best Practice in Negotiation:
“If you make a concession, get a concession in return.”
The concept is reciprocity: We give-and-take, one hand washes the other, and I’ll do for you, if you’ll do for me.
This is time-proven, and it is the essential characteristic of any negotiation, which I define as a “value-for-value exchange.”
Yet people forget this simple idea the moment a negotiation begins, especially with a counterpart who seems to be playing hardball.
They say: “I’m going to need X” and we say, “Okay.”
They follow this with “And I’m also going to need Y.”
“Fair enough,” we chime in, and before our tongues stop wagging they say, “And Z will have to come with that, as well.”
“Hmm, you drive a hard bargain, but sure, why not?” we respond.
What’s wrong with this picture?
We’re not EXCHANGING. Remember my definition? Negotiation is a value-for-value exchange. Keep this in mind and you won’t forget to get a concession when you make one.
The easiest way to do this is to say, “Yes, I’ll give you X AND in return I’ll need A.”
The YES-AND APPROACH is almost a sure winner because it seems only normal to link the satisfaction of their want with the satisfaction of your want.
What happens if we don’t say YES-AND?
We’ll concede, concede, concede, and concede again, seemingly without end. And that’s not negotiating, it’s surrendering!
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Dr. Gary S. Goodman is a top trainer, conference and convention speaker, and sales, customer service, and negotiation consultant. A frequent expert commentator on radio and TV, he is also the best-selling author of 12 books, more than 1,000 articles and several popular audio and video programs. His seminars are sponsored internationally and he is a faculty member at more than 40 universities, including UC Berkeley and UCLA. Gary’s sales, management and consulting experience is combined with impressive academic credentials: A Ph.D. from USC, an MBA from the Peter F. Drucker School of Management, and a J.D. degree from Loyola Law School, his clients include several Fortune 1000 companies.
His web site is: http://www.customersatisfaction.com and he can be reached at: gary@customersatisfaction.com His blogs include: YOUR CUSTOMER SERVICE SUCKS! and ALWAYS COLD CALL! at: http://www.alwayscoldcall.blogspot.com
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