Negotiations
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Neutralizing Tactics: The Flinch
Flinching is
a tactic
that is used on purpose by skilled
negotiators as well as those who don't even realize they have
made an outward display of their displeasure. Flinching is typically
a natural
reaction to danger or unpleasantness. Many people flinch without
knowing it. However, there are others who are ready and willing
to use the Flinch no matter how good your proposal may be. You may
be willing to offer them a "sweetheart deal" for which
they will immediately try to get more. That's unfortunate... but
a reality of negotiations both
inside and outside the business
world.
How does the
Flinch work? Generally, the other party will make an outward display
of their displeasure as follows:
Seller: "You're
in luck. That particular part is at our warehouse in Calgary."
Buyer: "What
a huge relief! That's great news. Can we have those one-hundred
next Monday?"
Seller: *grimace*
"One hundred by next Monday?"
Let's think
about what might happen after this particular seller used the Flinch.
In this case, the buyer may have let on a little too much by expressing
relief. This might indicate an urgent situation. Following the Flinch,
the buyer may get desperate and make
concessions on price in order to get the parts in an expedited
manner. Likewise, the seller, following the Flinch, might continue
by "seeing what they can do" to provide faster delivery
at an inflated cost. This might be a standard
response even if the seller is able to meet
the requirement of one hundred parts. Some simply see difficult
situations as opportunities to line one's pockets with a few
more commission dollars.
How do you neutralize
this tactic? Questions are the best approach. In many cases,
you will immediately find out if the other party was being honest
or was trying to pull a fast one. Find out why the other person
flinched. Bring it to their attention.
"Keith,
you really reacted to that delivery date. Is there an issue with
shipping?"
"You seem concerned...?"
"It sounds like the parts are in stock. Is there a reason why
they can't be delivered in time?"
Dig deeper to
find out if there are underlying
issues behind the Flinch. It may be that the seller's company
is facing a strike at their Calgary warehouse. Or, the seller may
be looking to tack on expedited shipping charges. If you don't ask,
you won't know. By asking
questions, you avoid the tendency to make
an immediate concession or to express
concern about the use of the Flinch. Keep your calm and find
out what lies behind the other party's reaction.
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