Rules of telephone communication for the incoming calls.

Do	Don’t do
Answer each incoming call after the first ring. If you are busy it is acceptable to answer after the second or the third ring.	Not to answer the call for a long time.
Welcome word “Good morning/day/evening”, introduce yourself and the name of the department for internal calls/ name of the company and department for external calls.	To say: Hi, Yes, Speak.
“How can I help you”.	To ask: What do you need?
Focus on one conversation and listen attentively.	To have two discussions at one time.
Suggest calling back if some details are needed.	Leave the phone off-hand for a long period of time.
Use paper to take the notes.	To use piece of paper and calendar sheets.
Put down information and the contact number and promise to call back.	To say: Everyone is at lunch, Nobody is in, Please, call back.

Rules of telephone communication for the outgoing calls.

1. Get prepared for the phone call by making summary of your conversation: put down the questions you plan to address, arguments and proposals.
2. Arrange the time of the phone call. Use 3 criteria to do this: a) what will be the right time for the opponent; b) when it is easier to get hold of him: c) when it is the best time for you to make the phone call.
3. Agree the time of the phone call with your communication partner.

 

Lecture No 4. Effective Negotiation Skills

Objective and functions of negotiations.

Planning negotiations.

Establishing trust and rules of attraction.

Key words – needs and wants and ideas, mutual satisfaction, joint agreement, negotiator, external negotiation, internal negotiation, bargaining, win-lose solution, win-win solution, resolve conflict, well-prepared negotiation, emotional intelligence.

Objective and functions of negotiations.

Brief History: The word ‘Negotiation’ is derived from the Latin word ‘Negotiationem’ meaning Bargaining.

The act of Negotiation is synonymous with the evolution of the needs and wants of human individuals. There are absolute evidences that suggest that the early men used the act of negotiation in conveying their thoughts and ideologies towards the member of their clans. They used it to acquire possession of a particular need, keeping in view of others priority as well. The civilization of man soon manifested in powerful negotiations to bring in harmony and co-operation among them. The act of bargaining soon evolved into Consultation. The further democratic development of Consultation led to Negotiation. The history provided evidences relating to the negotiations taking place between buyer and seller, kings of territories, social gatherings, etc.

What is Negotiation? Negotiation is the process of arriving at mutual satisfaction through discussion and bargaining. Negotiation is the process of two individuals or groups reaching joint agreement about differing needs or ideas.

Why Negotiate?

It is inevitable that, from time-to-time, conflict and disagreement will arise as the differing needs, wants, aims and beliefs of people are brought together. Without negotiation, such conflicts may lead to argument and resentment resulting in one or all of the parties feeling dissatisfied. The point of negotiation is to try to reach agreements without causing future barriers to communications.

Planning negotiations

Types of negotiation. In theory, there are two distinct types of negotiation.

Positional negotiation is the traditional form of negotiation. Participants often work to a tight mandate. If their positions afford no compromise, the result will be deadlock. Success is usually achieved only after all aspects of opposing positions have been explored to try to find common ground.

Typical examples include, union/management bargaining, disputes between customers and suppliers and boundary or territorial difficulties.

Positional negotiation according to the manner it is conducted may be tough or soft.

Principled negotiation is the “Harvard Model” whereby negotiators are encouraged to search for the underlying principles which support “positions”.

This is a more relaxed and creative process for the negotiator, who is briefed to deliver objectives, not solutions. Principled negotiation depends on detailed identification of all the various options. The will to succeed is often greater than in positional negotiating, because both parties feel a sense of achievement rather than loss.

Principled negotiation degenerates into positional negotiation or deadlock if emotions are allowed to cloud the issues at stake.

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 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 the following needs to be considered:

ü analysis of the situation, i.e. to make diagnosis of the situation

ü search for all the needed information

ü thinking over ideas and possible solution

ü decision needs to be taken as to when and where a meeting will take place to discuss the problem

ü who will attend

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

In advance of the negotiation, participants learn as much as possible about the other party's position and what the strengths and weaknesses of that position are, and are prepared to defend their positions and counter the arguments the other party will likely make to defend their position.

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

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 often 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.

 

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 it may also be helpful to look at other alternative solutions and/or bring in another person to mediate.