Negotiations
Training
Staying
on the Same Page:
Avoid
Misunderstandings by Speaking the Same Language
Fans of the
long-lived 1980s show Three's Company were used to seeing weekly
misunderstandings that kept audiences in stitches for years. Whether
nosy Mr. Furley was embroiled in a mix-up while eavesdropping or
Chrissy heard the "wrong" conversation through the kitchen
door, the situations often led to laughter and patched
up relationships. It was a formula that seemed to work on just
about every episode.
Misunderstandings
also take place at the negotiation
table. Yet, in the business world, they are rarely followed
by laughter and "no hard feelings." Things don't get patched
up in 30 minutes, just in time for the next sitcom. In fact, misunderstandings
can lead to lost business
deals, damaged relationships or worse.
The best way
to deal misunderstandings is to avoid them. We teach people to take
proactive steps to ensure that negotiations are clear so as to maximize
success and ensure that they proceed
smoothly. Listed below are some guidelines to help avoid misunderstandings
at the
negotiation table:
* When Language
Is an Issue - Particularly during international
negotiations, there are times when language truly is an issue.
When negotiating with an international party, regardless of whether
the
negotiation is external or internal, proceed with caution to
avoid misunderstandings. Don't rush the negotiation. Provide ample
time to ensure that if language is an issue, any possible situations
can be cleared up. Furthermore, in many cases, it makes sense to
have an interpreter available. Don't skimp by finding the cheapest
interpreter. It literally pays to ensure that the person you are
using is reputable and can accurately communicate information to
both you and the other party.
* Keep Your
Language Clear - One of the easiest ways
to derail a negotiation is to assume that the person you are
speaking to understands technical jargon and other industry-specific
language. Test your assumption. Before diving into acronyms, jargon
and other non-standard language, make sure the other person is on
the same page.
* Test
Assumptions - It doesn't matter if your dealing with jargon
or not, if you are making an assumption about the other party, test
it to make sure it is valid. A mortgage banker, for example, should
test whether a customer is looking for a 15 year loan or a 30 year
loan before quoting a rate. While this is a simplified example,
it helps illustrate that "killer" assumptions can lead
to big problems down the road.
* Stay Away
from Vague Language - Negotiations need to be as clear
and precise as possible. Avoid using vague language like "as
soon as possible" or "that should be fine". If you
need something by the close of business on a specific day, say so.
Also, as the Bible teaches, let your yes be yes and your no be no.
Don't say, "I think so." Be firm and clear with the other
party. Most people involved in negotiations appreciate clear and
straightforward
communication.
* Don't Talk
in Circles - Just as vague language can lead to misunderstandings,
so can long drawn-out discussions or the tendency to "beat
around the bush." Choose
your words wisely and use them sparingly. That is, don't do
a "brain dump" during a negotiation. Provide the other
party with clear
and concise information. The most efficient communicators know
to measure their words to be as effective as possible.
* Don't Be Afraid
to Ask for
Clarification - If the other party provides you information
that is unclear, don't try to save face by glossing over the confusion
and allowing the negotiation to continue. If something is unclear,
stop the discussion and ask for clarification. Don't be afraid to
look stupid. Failing to ask
for clarification and then ending up with a bad outcome for
your company will only make you look stupid in your colleagues'
eyes.
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