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Assignment 7

The document outlines key aspects of negotiation, including the differences between bartering and negotiating, effective negotiation techniques, and the stages of the negotiation process. It also provides guidance on handling customer interactions, such as responding to questions, saying no to requests, and managing customer expectations and emotions. Overall, it emphasizes the importance of preparation, flexibility, and communication in successful negotiations.

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Obie Molifi Foods
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7 views

Assignment 7

The document outlines key aspects of negotiation, including the differences between bartering and negotiating, effective negotiation techniques, and the stages of the negotiation process. It also provides guidance on handling customer interactions, such as responding to questions, saying no to requests, and managing customer expectations and emotions. Overall, it emphasizes the importance of preparation, flexibility, and communication in successful negotiations.

Uploaded by

Obie Molifi Foods
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Assignment 7

Total Marks: 30

Q:1: Short Questions: (15)

i. What is the difference between bartering and


negotiating?

Negotiating is a process of gaining a common ground make sure that one


what they want in a business transaction while battering is more of a
trade-off where the negotiator gives something in order to get something
in return, it’s a matter of saying I want this and I am prepared to give tht
away

ii. Give at least five examples for closing questions.

1. Do you agree with the terms we have discussed?


2. Do you have any other area you may want us to revisit?
3. Can we safely say we have reached an agreement and that can we
close the discussion?
4. Does this sounds like a fair deal to you?
5. Can I now bring the signing papers for you to sign?

iii. Outline the key skills of an effective negotiator.


1. Flexibility

Negotiation should not be taken in confrontational manner or as a way


assert one ‘s view over the issue, the other part should take as a
partner and there is need f flexibility and critical thinking.

2. Preparation

Preparation is important for effective negotiation yet it is also equally


important to be flexible. A good negotiator must be prepared for the
unexpected and should be able to identify opportunities that ordinarily he
would miss.

3. Value creation

At heart of negotiation is the ability to create value that is develop


effective and creative solutions. In negotiation language this is called
expanding the pie. A good negotiator should be able to both create and
claim value.

4. Negotiating Styles
A good negotiator should understand the different style of negotiation,
understand their own style , the limitations of their style. This is
important for the negotiator to find the right balance between their style
and other styles- each style has its own merits and demerits. While some
may prefer competitive style of negotiation where there is a winner and a
looser, it is best to have a co-operative approach where each side gets
something from the whole negotiation process, there is no looser persee
but its it a win-win situation

iv. Outline some effective negotiation techniques.

Accommodative negotiation- in this kind of of negotiation, the


negotiators are prepared to consider and concede: they are are prepared
to move from their position in order to accommodate the other part or to
meet the other party half way.

Competitive negotiation- here each party to the negotiation seeks to


assertite and establish: each part want to have their way as much as
possible. The stronger part to the negotiation wins at the end of the day.

Collaborative approach- this entails each part aiming to create value


for each other. In other words at the end of the negotiation , each part
becomes better. Each has gained more than they brought to the table. T is
a win- win approach to negotiation, it is based on the creation of
synergies, where one plus one will equal to three.

Negotiation by compromise sounds similar to accommodative but in


this case the negotiator is prepared to give in something provided the
other party is also prepared to give in something, it’s a comprise that
expects a reciprocal compromise.

v. Discuss the stages of negotiation process.

Preparation

Preparation is so important to the negotiation process to such an extend


that an inexperienced but prepared negotiator can get the better side of
the negotiation process ahead of an experienced but unprepared
negotiator. At this stage the negotiator consider and reviews historic
scenarios and learn something from it, they evaluate the costs of
alternatives and decide that negotiation is best. It is also important to
determine the style that one would want to use in the process, and the
strategy negotiator would want to adopt depending with the party they
are dealing with,

Exchange information
At this stage the parties to the negotiation exchange information for
evaluation before the actual negotiation process. The objectives of the
other part are understood, and objectives of the negotiation process are
set. The negotiator needs to understand the interests of the other side
and what they want to achieve.

Bargaining

This stage is usually conflated with negotiation itself, because of its


centrality in the whole negotiation process. At this stage the parties
exchange the terms, negotiate the terms until agreement is reached.
Negotiators must remain calm, professional, and relaxed during process
without using aggressive or argumentative approach. During the
bargaining process, concessions and sacrifices are expected to be made if
progress is to be made, minor issues which unfortunately takes time and
stall progress, must be parked and solved last. Sometimes once major
issue shave been agreed negotiators may realise who unworthy the small
issues are in the bigger scheme of things.

Closing

This happens at the end of bargaining process. That parties have made
necessary concessions and sacrifices and have reached a common
position acceptable to all parties involved. If the parties ton the
negotiation were representing a larger constituency, they take back the
agreed position back to be voted for. This may mean the negotiated
position can either be accept4d or rejected in which case further
negotiation would need to take place. Otherwise the parties will sign off
the agreement.

Q: 2: How would you handle the following situations: (15)

a. The customer asks a question and you don’t have a ready


answer.

It important to create an environment of trust and confidence when


dealing with a customer, you do not want to end up doubting even the
authenticity of your brand. Therefore I would let the client know that I
would to do a further research on their question or that I would need to
refer to the technical team or something but I give an assurance that I will
revert with the answer once it is available.

b. You have to say no to a request.

When I have to say know to a request, I need to create a room for the
client or whatever the other party to reconsider other options that are
available. It important to create a feeling that its only their request that
can not be met but otherwise they are valued. For example, a customer
wants to pay for a product in instalments and yet collect now- more like
hire purchase: I can say that is not available at the moment but you can
pay and we reserve the product for you, provided the company is
prepared for this.

c. Your computer has slowed down to a crawl and the customer


is getting irritated.

When dealing with a customer and I face some a challenge , it is


important to appraise the customer of what is happening and offer them a
more flexible alternative plamn, for example, can we arrange for delivery
once our system is fixed, or can I give you a physical receipt for now.

d. The customer has unreasonable or even outrageous


expectations that you cannot fulfill.

It is a really a testing moment when customers ask for something


outrageous but communication remains very key in such circumstances.
First you need to go to the bottom of the issue by asking questions that
will bring out the customer’s reasoning. Sometimes you may realise the
expectations could be coming from an error on your part of which you
need to apologies. After doing all this is you need to consider if there is
some compromise that you can do- for example a client is requesting fr a
100% refund on the goods that they have almost used up- you could offer
a 30% refund. You can also offer reasonable solutions to a client’s
problem, like offer other products that can meet the same goal.

e. The customer becomes angry for reasons you can or cann

If your customer becomes agree it is important to remain calm and


address the issues at stake and not emotions. One rule is that you can not
argue with someone’s feelings ; if they say I feel disrespected, that is a
feeling and you can not dispute it, you can only apologies for making
them feel that way. You need to keep your temper down in circumstances
like these.

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