I needed to call one of my credit card company’s customer service personnel to get a late charge (and interest penalties) waived. The charges were legitimate and completely due to an oversight on my part. Two days earlier I had paid the account balance in full. As the FBI’s former lead international kidnapping negotiator, I teach a business negotiation course at Georgetown University’s McDonough...
#1 – The Rule of 3 #2 – Follow-up with “What? & “How?” to insure it’s real. If you are involved in business you will have most certainly experienced a situation where there was an effort made to come to an agreement with another party. Unfortunately, there is also a good chance that you have gotten a “yes” from one or more counterparts and later found out it was a “no”.
Rule #1: Use the “Late-night FM DJ voice to deliver bad news. Rule #2: Give them fair warning (disarming empathy) and then deliver the bad news. Rule #3: Exit gracefully!
To me, one of the more important things in life is sleep. For me, it ranks up there with some of life’s greatest pleasures, so I go to the sleep bank frequently to make withdrawals. This was the case a few weeks ago when a phone call raised me out of the delicate embrace of the REM stage. It was my eldest daughter.
Leverage is in the eye of the beholder No matter what happens; your counterpart can never make you say “yes” Empathy is a required precursor to Assertiveness
Here are the Black Swan quick negotiation tips for December:
In this edition of The Edge I wanted to share this negotiation. It is a great use of the “invisible” skills.