TOP 10 TIPS FOR THE NEGOTIATOR WHO WANTS ANSWERS

 

1. Prepare questions in advance.

Make sure you have planned a series of questions that you need answers to, to help you understand the other side's position.

2. Garbage in, garbage out.

Think about how you will phrase and ask your questions. Your language and tone of voice can play a part in the answers you get.

3. Be specific.

If you ask vague or weak questions they may simply be ignored. Make sure that you give the person you're questioning enough time to respond. This may need to include thinking time before they answer, so don't just interpret a pause as a "No comment" and go on.

4. Get an answer.

Think like Paxman. Very little value is gained from the asking of the question in itself. The value lies in the answer.

5. Why are they avoiding answering?

Is it because they don't understand the question, they don't want to answer, or have they got something to hide?

6. Don't ask questions that give you answers you don't want to hear.

"Is that your final offer?" creates an answer that in many cases you will not like.

7. Use probing questions to double check on areas of vagueness.

This can help avoid any misunderstandings that may creep in later.

8. You can calm an angry customer by using questions to get more detail about their grievance.

This can distract them from their emotions, and will help you to identify a small thing that you can do to make them feel that they have "won" something.

9. Give a choice between two options, both of which you would be happy with.

"Which would you prefer of A or B?". Most people will be caught up in deciding between your two preferences.

10. Skilful questioning needs to be matched by careful listening.

It's crucial to understand what people really mean with their answers.

Latest Blog:

Negotiating Lessons from the Banking Royal Commission

The Australian Banking Royal Commission has been quite embarrassing with cover-ups, poor conduct and unethical treatment of customers. But it does bring to light key lessons for negotiators. These lessons are particularly true for those who are perceived to hold the balance of power. In other words, if you are negotiating with someone who is seen to have very little power - there is a high chance your actions will come under public scrutiny at some point. It is highly unlikely the banking industry will be the only one to come under scrutiny. All you need to do to come to this conclusion is read the paper to see similar accusations in industries like retail/grocery buying, leasing, franchising, etc.

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