Ready, Fire, Aim Negotiation Skills for Administrative Professionals Kevin Hoehn, PharmD, MBA, CGP, BCPS

Critical Thinking Exercise  How do you put a giraffe into a refrigerator? This is an assessment of your critical thinking skills.

Critical Thinking Exercise  How do you put an elephant into a refrigerator? This tests your ability to think through the repercussions of your previous actions.

Critical Thinking Exercise  The Lion King is hosting an animal conference. All the animals attend…except one. Which animal does not attend? This tests your memory

Critical Thinking Exercise  There is a river you must cross but it is used by crocodiles, and you do not have a boat. How do you manage it? This tests whether you learn quickly from your mistakes.

Selling An Idea

Seven Letters

Bob Bogle’s Pitch  Basic Principles of Effective Persuasion Specific goal Decision maker identified Credibility Appealed to core interest Relationship

Negotiaphobia

What Do You Negotiate???

Why Negotiate  Impacts every aspect of our lives Deals we strike on the job Relationships Transactions  Key is flexibility  Two Gospels Collaborate Compete

Negotiation for Success  What issues do you regularly negotiate?  What resources do you negotiate for regularly and with whom?  What results does your style produce?  What are the obstacles?  Does “no” mean “not yes yet”

Separate People from the Problem  Relationships entangled with problems  Tend to favor some, dislike others  Negotiation almost always involves fear  Said vs. heard  Mind reading  Perception=reality

Negotiation Zone

Fallen Queen

Two Letters

Lincoln’s Approach  Politically sensitive moment  First acknowledged need for status  Concern for reputation-private avenue vs. public  Addressed Seward’s delicate, injured ego

Six main channels of influence Six Main Channels of Influence  Persuasion Skills and Aptitudes Authority Rationality Vision Relationships Interests Politics

Cognitive Perspective Taking  Six main channels of persuasion Methods of idea selling Six different notes on a piano Attract other’s attention and influence decisions  Five persuasion styles Direct or indirect Hint or be blunt  Identify communication baselines Approaching people when time is precious Preparation adjustments

Six Channels Survey

Six Channels Survey Decoding the Results  Authority Tendency to use influence based on your formal position in the organization Reliance on authoritative rules, regulations, and standards Very common in organizations High score indicates position requiring order giving or directions If position does not offer this authority but called on to direct will cause job related stress

Six Channels Survey Decoding the Results  Rationality Rely on data-oriented reasons to persuade Second most used persuasion style Used in bottom-up or peer-to-peer situations

Six Channels Survey Decoding the Results  Vision Most overtly emotional of the six Persuasion based on shared purposes, hopes, fears, and dreams May not be taken seriously

Vision  Netflix Vision

Reed Hastings

Six Channels Survey Decoding the Results  Relationships Enjoy establishing genuine one-on-one connections with others Will call coworker “friend” Small favors done in name of friendship Mutual obligation forms the foundation of the influence Lubricant that turns the organization gears Genuinely help colleagues Networking

Six Channels Survey Decoding the Results  Interests How much you refer to interests, needs, and incentives Resolve resource allocation, horse trading Involve salary, head count, work assignments, hours, or technology Low score indicate these situations may generate anxiety 50% executives struggle with inside-the-organization issues

Six Channels Survey Decoding the Results  Politics Nature of the beast Only so much power to go around Score indicates amount of politics recognized Score indicates comfort level with maneuvering within your group to manage this aspect May need to use this channel for success May be a survival skill in a highly political environment High scores pay attention to social networks that channel power and influence Study politicians

Persuasion Principles  Framing  Trust and disclosure  Shoot or hold fire  Feelings and behaviors  Hearing vs. listening  BATNA

The Power of Framing Smoking and Praying

The Power of Framing  There is a powerful relationship between how we frame bargaining situations and how we act within them.  If a situation is framed as competitive-- win/lose— then we withhold information. It automatically becomes competitive.  If a situation is framed as collaborative-- win/win— then we share information. This creates the possibility of collaboration.  Self-fulfilling prophecies are powerful.

Trust and Disclosure  Relationship = trust + risk + self disclosure  Trust = risk + self disclosure + relationship  Risk = self disclosure + relationship + trust  Self disclosure = relationship + trust + risk

Trust and Disclosure  There is a direct relationship between trust and disclosure of information: each can stimulate the other and create ongoing cycles of trust. Trust steadily increases.  Mistrust and withholding of information can also stimulate the other and create ongoing cycles of mistrust. Trust steadily decreases.

Shoot or Hold Your Fire?

 In a bargaining situation such as this, before competing or collaborating with the other person, what should you do first?  It is important to identify which goals are compatible before deciding whether competition or cooperation is important. We may assume competition exists when it may not be appropriate to do so.

Feelings and Behaviors  There is a direct, powerful relationship between the emotions we experience in a negotiation and our behaviors.  To the extent that we are aware of these emotions, we can control them.  If we remain unaware of our feelings, they will control us … and we may not like the results.

Hearing Vs. Listening

Recognize a fork in the road

BATNA  BATNA = best alternative to a negotiated agreement  BATNA in a “no-deal” situation  List actions one might take if agreement cannot be met  Raise promising ideas to practical options  Select next best step in the right direction

Distinct Persuasion Roles

Three Critical Questions  What is your comfort zone in terms of volume—loud or quiet?  Do you have a distinctly self-oriented or other-oriented perspective?  What are your preferred channels? authority, rationality, vision, interests, or politics

Distinct Persuasion Roles