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Published: Feb 22 , 2018
Author: Marc Mcallister

While browsing the news recently, an article about a disgruntled airline passenger caught my attention-mainly for its quirky headline. But I kept reading as I noticed that some aspects in the process of dealing with the upset customer could have been avoided, instead of leading to worldwide headlines of, “Woman says she flushed an ‘emotional support hamster’ down the toilet on advice from Spirit Airlines”. The airline denied this advice was ever given.

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Published: Feb 15 , 2018
Author: Jared Bamford

What do you think defines a good negotiator? I will hazard a guess and say that there will be multiple, varied responses to this question. Perceptions will differ as to what the characteristics of a great negotiator are, what constitutes good negotiating behaviour and, even, what a successful negotiation outcome looks like. Also, your thoughts around each of these concepts may differ depending on what stage you are at in your negotiation journey, whether you currently find the process of negotiation intimidating or are a seasoned negotiator with some form of negotiation training under your belt.

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Published: Feb 08 , 2018
Author: John Hopkins

I appreciate that in an increasingly globalized world, the opportunity to be in the same room as the party with whom you are negotiating, or simply the commercial pressure to do so, is becoming increasingly rare. Sure, video conferencing has come a long way, but in my opinion there is no substitute for negotiating with a party in real time and in person. As this question keeps coming up, I have started to reflect more, both on my behaviour on the phone, and the importance of being ready to negotiate on the phone when the opportunity arises.

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Dealing With A Complaint

While browsing the news recently, an article about a disgruntled airline passenger caught my attention-mainly for its quirky headline. But I kept reading as I noticed that some aspects in the process of dealing with the upset customer could have been avoided, instead of leading to worldwide headlines of, “Woman says she flushed an ‘emotional support hamster’ down the toilet on advice from Spirit Airlines”. The airline denied this advice was ever given.

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