Negotiations Training

You Want How Much!?:
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.