INTERPERSONAL SKILLS NEGOTIATION AND PERSUASION SKILLS

WHAT IS NEGOTIATION?

What is Negotiation? See also: Transactional Analysis

Negotiation is a method by which people settle

differences. It is a process by which compromise or
agreement is reached while avoiding argument and dispute.

In any disagreement, individuals understandably aim to

achieve the best possible outcome for their position (or
perhaps an organisation they represent). However, the
principles of fairness, seeking mutual benefit and
maintaining a relationship are the keys to a successful
outcome.

Specific forms of negotiation are used in many situations: international

affairs, the legal system, government, industrial disputes or domestic
relationships as examples. However, general negotiation skills can be
learned and applied in a wide range of activities. Negotiation skills can
be of great benefit in resolving any differences that arise between you
and others.

Stages of Negotiation
In order to achieve a desirable outcome, it may be useful to follow a
structured approach to negotiation. For example, in a work situation a
meeting may need to be arranged in which all parties involved can come TOP
together.

The process of negotiation includes the following stages:

1. Preparation
 2. Discussion
3. Clarification of goals
4. Negotiate towards a Win-Win outcome
5. Agreement
6. Implementation of a course of action

1. Preparation
Before any negotiation takes place, a decision needs to be taken as to
when and where a meeting will take place to discuss the problem and
who will attend. Setting a limited time-scale can also be helpful to
prevent the disagreement continuing.

This stage involves ensuring all the pertinent facts of the situation are known in order to
clarify your own position. In the work example above, this would include knowing the
‘rules’ of your organisation, to whom help is given, when help is not felt appropriate and
the grounds for such refusals. Your organisation may well have policies to which you can
refer in preparation for the negotiation.

Undertaking preparation before discussing the disagreement will help to avoid further
conflict and unnecessarily wasting time during the meeting.

2. Discussion
During this stage, individuals or members of each side put forward the
case as they see it, i.e. their understanding of the situation.

Key skills during this stage include questioning, listening and clarifying.

Sometimes it is helpful to take notes during the discussion stage to record all points put
forward in case there is need for further clarification. It is extremely important to listen,
as when disagreement takes place it is easy to make the mistake of saying too much and
listening too little. Each side should have an equal opportunity to present their case.

3. Clarifying Goals
From the discussion, the goals, interests and viewpoints of both sides of
the disagreement need to be clarified.

It is helpful to list these factors in order of priority. Through this clarification it is oftenTOP
possible to identify or establish some common ground. Clarification is an essential part of
the negotiation process, without it misunderstandings are likely to occur which may cause
problems and barriers to reaching a beneficial outcome.
4. Negotiate Towards a Win-Win Outcome
This stage focuses on what is termed a 'win-win' outcome where both
sides feel they have gained something positive through the process of
negotiation and both sides feel their point of view has been taken into
consideration.

A win-win outcome is usually the best result. Although this may not always be possible,
through negotiation, it should be the ultimate goal.

Suggestions of alternative strategies and compromises need to be considered at this

point. Compromises are often positive alternatives which can often achieve greater
benefit for all concerned compared to holding to the original positions.

5. Agreement
Agreement can be achieved once understanding of both sides’ viewpoints
and interests have been considered.

It is essential to for everybody involved to keep an open mind in order to achieve an

acceptable solution. Any agreement needs to be made perfectly clear so that both sides
know what has been decided.

6. Implementing a Course of Action

From the agreement, a course of action has to be implemented to carry
through the decision.

See our pages: Strategic Thinking and Action Planning for more information.

Failure to Agree
If the process of negotiation breaks down and agreement cannot be
reached, then re-scheduling a further meeting is called for. This avoids all
parties becoming embroiled in heated discussion or argument, which not
only wastes time but can also damage future relationships.

At the subsequent meeting, the stages of negotiation should be repeated. Any new ideas
or interests should be taken into account and the situation looked at afresh. At this stage
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it may also be helpful to look at other alternative solutions and/or bring in another
person to mediate.

See our page on Mediation Skills for more information.

Informal Negotiation
There are times when there is a need to negotiate more informally. At
such times, when a difference of opinion arises, it might not be possible
or appropriate to go through the stages set out above in a formal
manner.

Nevertheless, remembering the key points in the stages of formal

negotiation may be very helpful in a variety of informal situations.

In any negotiation, the following three elements are

important and likely to affect the ultimate outcome of the
negotiation:

1. Attitudes
2. Knowledge
3. Interpersonal Skills

Attitudes
All negotiation is strongly influenced by underlying attitudes to the process itself, for
example attitudes to the issues and personalities involved in the particular case or
attitudes linked to personal needs for recognition.

Always be aware that:

Negotiation is not an arena for the realisation of
individual achievements.
There can be resentment of the need to negotiate by
those in authority.
Certain features of negotiation may influence a
person’s behaviour, for example some people may
become defensive.

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Knowledge
The more knowledge you possess of the issues in question, the greater
your participation in the process of negotiation. In other words, good
preparation is essential.
Do your homework and gather as much information about the issues as you can.

Furthermore, the way issues are negotiated must be understood as negotiating will
require different methods in different situations.

Interpersonal Skills

Good interpersonal skills are essential for effective

negotiations, both in formal situations and in less
formal or one-to-one negotiations.

These skills include:

Effective verbal communication.

See our pages: Verbal Communication and Effective
Speaking.
Listening.
We provide a lot of advice to help you improve
your listening skills, see our page Active Listening.
Reducing misunderstandings is a key part of
effective negotiation.
See our pages: Reflection, Clarification and The
Ladder of Inference for more information.
Rapport Building.
Build stronger working relationships based on
mutual respect. See our pages: Building Rapport
and How to be Polite.
Problem Solving.
See our section on effective Problem Solving.
Decision Making.
Learn some simple techniques to help you make
better decisions, see our section: Decision Making.
Assertiveness.
Assertiveness is an essential skill for successful TOP

negotiation. See our page: Assertiveness Techniques

for more information.
Dealing with Difficult Situations.
See our page: Communicating in Difficult Situations
 for some tips and advice to make difficult
communications, easier.

Further Reading from Skills You

Need

Conflict Resolution and Mediation

Learn more about how to effectively resolve
conflict and mediate personal relationships
at home, at work and socially.

Our eBooks are ideal for anyone who wants

to learn about or develop their interpersonal skills and are full of
easy-to-follow, practical information.

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