In the negotiation class of Wharton Business School, there is such a link: before class, the professor will stop for a few minutes to ask questions and analyze the students' negotiations that day. Whether it's about a pair of jeans or a $6,543,800+0,000 transaction, it's all broken down into the basic elements of negotiation. Teachers and students carefully check their studies together, and then regroup and practice to improve. This course has been rated as the most popular course in Wharton Business School for 13 years in a row, and it has become the object of competition for the best students.
Today, we will use the negotiation elements mentioned in the most popular negotiation course of Wharton Business School to analyze a virtual negotiation.
Since it is virtual, the words in the case are secondary. It is important to understand the procedures that need to be prepared during negotiation and analysis through words.
Create the ultimate consumer experience for consumers.
Properly solve the consumer's complaint against an institution one day to prevent the situation from deteriorating.
(1) is not strong enough to restore the facts.
Due to imperfect organizational facilities and backward information storage system, in order to protect their own interests, departments conceal or lie about relevant information, or even shirk their responsibilities, investigators can only restore what happened through artificial logical deduction.
(2) The existing coping mechanism is inflexible.
The organization has not established a risk rating system. For all kinds of emergencies, only a single and rational way is adopted to deal with them. This coping strategy is difficult to deal with all kinds of complaints caused by consumers' emotional dissatisfaction, and even excessive use will intensify contradictions.
(3) "Will not harden"
Because there are many factors to consider, even if it is reasonable, the reaction speed of the organization is slow, and the organization tends to minimize the consequences.
(4) the prejudice of third-party organizations
When a consumer complains about an institution in his own name and submits a complaint letter to a third party, the third party tends to the consumer rather than the institution.
5] The negotiation relationship is not good.
Due to the unsuccessful negotiations in the early stage, the other party's mood has reached its peak, and it began to ignore the facts. The lion opened his mouth and never gave up and was aggressive.
The cost of talking is very high.
All parties have spent a lot of time on this matter and it is difficult to carry out other normal work.
Once the information is asymmetric.
The organization knows little about its clients.
(1) Decision maker: organization
I am indignant about this matter, but I feel helpless. Behave well, and even have some natural feelings.
(2) Opposite party: individual
Millennials; Generation y; Millennial; Generation Y; the Post-80s generation
I like to go to court with institutions.
Emotional giant baby
Unwilling to take responsibility for one's mistakes
Fear of authority
(3) The third party: the complaint accepting institution.
Follow the rules.
It has a deterrent effect on the organization.
(4) Negotiators representing organizations (hereinafter referred to as "representatives"):
This incident was studied in depth.
Expressing sympathy for the situation of the parties at that time, but expressing dissatisfaction and indignation at their importunate practices.
Negotiate with individuals for the first time on behalf of organizations.
(The negotiators * * * don't know each other)
Litigation.
Due to the improper language in the negotiation, this negotiation became the capital of personal extortion, which continued to create public opinion and made the situation worse.
The negotiator died.
2 hours
Past data
? Don't you know?
(1) Organization:
Solve the incident as soon as possible, leaving no hidden dangers; Bring the situation back to your control.
(2) representativeness
Academic research/completing a task/protecting oneself
(3) individuals:
I feel that the organization at that time and the subsequent disposal situation were not respected and needed economic compensation.
(4) Complaint accepting institution:
play the game
I. Organization:
TMD！ It's obviously his own fault, and we made a concession gesture, but he continued to talk like a lion. It's really irritating! But there's nothing we can do about it. Well, the cost is too high now. I hope to finish it as soon as possible, but I must not leave any hidden dangers that will affect the reputation of the organization. It's best to know where his unit is in this negotiation, so as not to be afraid of his tossing.
Ⅱ stands for:
I don't know what each other looks like. !
However, we should also protect ourselves in the negotiations.
ⅲ people:
I'm not wrong! I can never admit that I was wrong! As long as they insist on doing so, they can't do anything about me! Well, don't you already have several waves of people? And the more you say it, the less valuable it is! Haha, that's not enough! I will make you exhausted and fidgety. Kneel before me and admit your mistake! Let you feel the fear in your heart that night! You have nothing good.
Iv. complaint accepting institution:
play the game
As long as the organization determines that it is 100% ok, we will help!
I. Organization → Individuals
The cause is really his own, but we seem to have some shortcomings in handling it afterwards, such as? Oh, well, in fact, they all do, but they don't think it's in place. Well, this is a service, which is difficult to define. But the other party seems to be afraid to ask for his leadership, and when it comes to this matter, it will get out of control.
Two people → organizations and complaint handling institutions
I'm afraid they did release the video, MMD. I looked terrible.
I am also afraid that they will find my unit, then I am finished!
I'm afraid they will publish my name and picture when they file a case!
I'm afraid they will really sue me!
I'm scared! I'm afraid they will really try their best to deal with me. I am barefoot. How can we win the battle of "wearing shoes"?
Well, I'm not afraid. As long as they still wear shoes and care about those shoes, I have a chance to win!
Running around? Haha, you're right! I don't care about them, I only care that you apologize to me!
You owe me! Yes! You all owe me!
All parties are influenced by the traditional oriental culture.
The organizer thinks that the other party is unreasonable and he is unwilling to bear the mistakes he has made.
The other party thinks that they are not respected by the organization.
Don't trust each other
Organizer:
Seek truth from facts, compromise, hide the knife in the smile, and be afraid.
On behalf of:
A humble "Corporal Li Xian"
Personal:
Ignore all the evidence
The relationship between organizations and individuals is not good.
Representatives have no direct contact with individuals.
At most.
Don't admit that the organization is wrong.
(1) Reasons for continuing negotiations
I organization is afraid that individuals will make a big deal of things and affect their reputation.
Individuals are not respected in conversations with organizations.
(2) Why do you agree to this goal?
I respect each other, but I agree not to pester them any more.
(2) Seize its weakness and threaten (the other party can't spare the time, afraid to make a big deal out of it and make his image public. )
(3) Why reject the target?
I stands for blind reasoning and ignoring each other's emotional demands.
Ⅱ stands for threatening to go too far.
The third representative did not clearly inform the other party of the target.
I followed it.
Create a negotiation atmosphere, proceed from the facts, restore the situation at that time, refute its arguments step by step, and finally take the initiative to propose a settlement plan to make it acceptable. Finally, sign for confirmation.
-This plan is the general idea of the negotiation.
I come from the opposite direction.
First of all, let's start with the meaning and express the purpose of this trip.
Secondly, expression will meet all his needs, but only if the incident is clarified in black and white, otherwise the other party has no sincerity to negotiate, then we will fight back in the next stage.
Secondly, we will restore the facts according to our wishes without destroying the atmosphere of negotiations.
Finally, summarize the negotiation results and give rewards.
-The scheme needs tacit understanding between representatives.
Ⅲ Open up another battlefield (1)
Find the organization to which the individual belongs and talk in the language of the organization.
-The plan needs to be well prepared.
Ⅳ Another battlefield (2)
Draft documents and talk about other things. When the temperature rises, sign it. Goodbye.
This scheme requires negotiators to have high comprehensive quality and understand each other's conversation strategies.
This organization should be quiet and respectful.
We need each other and are afraid of each other.
(1) Fully study events (people and events).
(2) clearly express the purpose of this trip and always stick to it.
⑶ Create a negotiation atmosphere.
(4) The representatives are familiar with each other.
In fact, it is the fourth party-the media.
If the negotiation fails, what kind of losses will the other party suffer? Time, fame, energy, etc.
Two. If the negotiation result is accepted, what benefits will the other party get.
"When you become a Buddha, you become a demon. What are you thinking now? What are you thinking now? "
If necessary, make appropriate adjustments or influence on the negotiations:
(1) Find its organization.
(2) weakening its alliance
Open up another battlefield (2)
Delegates don't know each other, their negotiation styles are inconsistent, their understanding of events is different, their positions are different, and they are afraid of being punished.
Black and white face
This group is "unreasonable"
On this/that day
On this/that day
not have
Meet their need for respect.
represent
Select the "Follow Me" plan.
Create an atmosphere, focus on goals, divide and rule based on facts, propose solutions, summarize the results of negotiations, and confirm each other.
Successful negotiation will benefit you a lot, enhance your self-confidence, find a solution, better control your life, get more money and so on. If you want to have superb negotiation skills, it is not enough to just understand these negotiation strategies. You won't become a tennis expert just because you read 12 tennis book. What you have to do is to keep practicing and turn theory into practice. You can start small, try one strategy at a time, and then get through it. Over time, you will become an invincible negotiator!
Speed Reading in Fan Deng —— Wharton Business School's Most Popular Negotiation Course
Speed Reading in Fan Deng —— Wharton Business School's Most Popular Negotiation Course