Managing
the nonviolent communication is the key !
In fact, when
negotiators get along well and create a climate of confidence :
the negotiation is easy, healthy and productive. But if when they get
angry, the negotiation becomes difficult : A mechanism of war is put
into practice. The negotiator is seeking for everyways to destroy his
opponent and forgets all the benefits of a long-term relationship.
The interest is no longer to come to an agreement but to win the
battle. It's too bad. I prefer considering negotiation as sports
competition than a war. The potential gains are more interesting in
the sports ! That proves that negotiation and violence are not
compatible.
This reading gives us several advices to approach crisis communications and facing an angry public.
This reading gives us several advices to approach crisis communications and facing an angry public.
1.
Acknowledge the concerns of the other side
Using
concessions with intelligence et using empathy are two good tools.
2.
Encourage joint fact finding
It's
emotionally complicated to generate mutual gains. Each side wants to
use arguments that cancel the arguments of the other side.
We
can distinguish 5 steps in « join fact finding » process
work :
-
jointly choose a set of respected experts with different views and
disciplinary backgrounds
-
work with these experts to develop the scientific questions to be
adressed
-
allow the experts to articulate areas of consensus as well as
disagreement
-
question of the experts on their analyses with the help of a neutral
party
-
ask the experts to interpret their findings in light of follow-up
questions from the stakesholders
3.
Offer contigent commitments
The
negotiation is not an exact science. There is a big part of
uncertainty and unforeseen in this process. Indeed, the human
psychology are highly varied. To fix this diversity, the parties can
develop contingent commitments in order to satisfy both sides. This
tool offers an alternative to the uncertainty of the future and
permits to the negotiation to go forward.
5.
Act in a trustworthy manner at all time
In
the trustbuilding process we can consider two fundamentals rules :
meaning what you say and saying what you mean.
6.
Focus on building long-term relationships
The
negotiation is a long and complicated process. It
is very important to build long-term
relationships in order
to create reciprocities
rather than alter our
relationships
with our
current
business partners. For information, gain new customers be 6 times
more expensive to company that to keep his customers (or partners)
already
conviced.
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