negotiating with difficult people university of st. thomas - etls 671 presenters: timothy cameron...

Negotiating With Difficult PeopleNegotiating With Difficult People

University of St. Thomas - ETLS 671University of St. Thomas - ETLS 671

Presenters:Presenters:

Timothy Timothy CameronCameron

Thomas MathewThomas Mathew

Linda OlsonLinda Olson

Kou SongKou Song

Michael TurnquistMichael Turnquist

Teresa UlrichTeresa Ulrich

IntroductionIntroduction Section 1: Negotiation Background Section 1: Negotiation Background Section 2: Difficult PeopleSection 2: Difficult People Section 3: The Movie ‘Speed’Section 3: The Movie ‘Speed’ Section 4: Difficult People and the Eight Steps to Resolution Section 4: Difficult People and the Eight Steps to Resolution Section 5: Failed Negotiations and Alternative Methods for Section 5: Failed Negotiations and Alternative Methods for

SuccessSuccess Summary of ‘Playbook’ Summary of ‘Playbook’

AgendaAgenda

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Introduction Introduction − Teresa Ulrich −− Teresa Ulrich −

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IntroductionIntroduction

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IntroductionIntroduction

How we intend to accomplish this:How we intend to accomplish this:– Provide the audience with a general background in Provide the audience with a general background in

negotiationnegotiation– Discuss the 10 types of difficult peopleDiscuss the 10 types of difficult people– Introduce two difficult people from the movie ‘Speed’Introduce two difficult people from the movie ‘Speed’– Follow those two characters on their path towards a Follow those two characters on their path towards a

successful negotiationsuccessful negotiation– Examine different approaches if those negotiations Examine different approaches if those negotiations

failedfailed– Summarize the ‘playbook’ Summarize the ‘playbook’

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Section 1: Negotiation Background Section 1: Negotiation Background − Thomas Mathew −− Thomas Mathew −

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Negotiation BackgroundNegotiation Background

What is Negotiation?What is Negotiation?– Negotiation is a dialogue between two or more Negotiation is a dialogue between two or more

people intended to: people intended to: Resolve disputes Resolve disputes Produce an agreement upon courses of actionProduce an agreement upon courses of action Bargain for individual or collective advantage Bargain for individual or collective advantage Craft outcomes to satisfy various interestsCraft outcomes to satisfy various interests

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Negotiations can occur between:Negotiations can occur between:– SpousesSpouses– Parents and ChildrenParents and Children– Manager and StaffManager and Staff– Employer and EmployeesEmployer and Employees

Negotiation is often referred to as an artNegotiation is often referred to as an art

Successful negotiations may result in some Successful negotiations may result in some kind of exchange (money or time)kind of exchange (money or time)

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Reasons for Negotiation: Reasons for Negotiation: – Develops new procedures for handling problemsDevelops new procedures for handling problems

– Solves a problemSolves a problem

– Tests the strengths of other partiesTests the strengths of other parties

– Helps make tough decisions in a collaborative mannerHelps make tough decisions in a collaborative manner

– Educates both parties on alternative views to a problemEducates both parties on alternative views to a problem

– Helps cool down emotions towards issues or peopleHelps cool down emotions towards issues or people

Good negotiators often possess the following Good negotiators often possess the following characteristics:characteristics:– AwarenessAwareness

– PatiencePatience

– Communication skillsCommunication skills

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Two General Bargaining Strategies:Two General Bargaining Strategies:– Distributive negotiationDistributive negotiation– Integrative negotiationIntegrative negotiation

Bargaining Characteristics:Bargaining Characteristics:Bargaining Bargaining CharacteristicCharacteristic

Distributive Distributive BargainingBargaining

Integrative Integrative BargainingBargaining

Goal Get as much of Expand pie so bothGoal Get as much of Expand pie so both the pie as possible parties are satisfiedthe pie as possible parties are satisfied

Motivation Win−Lose Win−WinMotivation Win−Lose Win−Win

FocusFocus Position InterestsPosition Interests

InterestsInterests Opposed CongruentOpposed Congruent

Information SharingInformation Sharing Low HighLow High

Duration Short−term Long−term Duration Short−term Long−term of Relationship of Relationship

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Negotiation Process Involves 8 Sequential Steps:Negotiation Process Involves 8 Sequential Steps:– Do your homeworkDo your homework– Estimate your Ap, Rp, and BATNAEstimate your Ap, Rp, and BATNA– DiscoveryDiscovery– Estimate your opponents positionEstimate your opponents position– Find common groundFind common ground– BrainstormBrainstorm– Select the optimal solutionSelect the optimal solution– Sign the contractSign the contract

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During negotiations you frequently run During negotiations you frequently run into rather challenging personalities…into rather challenging personalities…personalities that have been grouped into personalities that have been grouped into large caricatures of individualslarge caricatures of individuals

These individuals are known as difficult These individuals are known as difficult peoplepeople

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Section 2: Difficult PeopleSection 2: Difficult People− Mike Turnquist −− Mike Turnquist −

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Difficult PeopleDifficult People

There are 10 large groups of individuals known There are 10 large groups of individuals known as difficult peopleas difficult people

I will give a brief description of each type and I will give a brief description of each type and provide ways to successfully deal with eachprovide ways to successfully deal with each

The 10 Types are:The 10 Types are:

- Tank Tank - SniperSniper- GrenadeGrenade- Know−It−AllKnow−It−All- Think−They−Know−It−AllThink−They−Know−It−All

- Yes PersonYes Person- Maybe PersonMaybe Person- Nothing PersonNothing Person- No PersonNo Person- WhinerWhiner

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Difficult People: TankDifficult People: Tank

Tank: Tank: - Confrontational, pointed, and angry…the ultimate Confrontational, pointed, and angry…the ultimate

in pushy and aggressive behaviorin pushy and aggressive behavior

Your Goal: Your Goal: - Hold your ground and command respectHold your ground and command respect

Action Plan:Action Plan:- Interrupt their attackInterrupt their attack

- Discuss your bottom line with ownership (“The Discuss your bottom line with ownership (“The way I see it…”)way I see it…”)

- Redirect a peaceful solution by allowing the Tank Redirect a peaceful solution by allowing the Tank the last word (hint: you decide when and where)the last word (hint: you decide when and where)

Archie Bunker Archie Bunker Sitcom: All In The FamilySitcom: All In The Family

Archie Bunker Archie Bunker Sitcom: All In The FamilySitcom: All In The Family

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Difficult People: SniperDifficult People: Sniper

Sniper: Sniper: - Their specialty is making someone look foolish Their specialty is making someone look foolish

through rude comments, biting sarcasm, or a through rude comments, biting sarcasm, or a well−timed eye rollwell−timed eye roll

Your Goal: Your Goal: - Bring the Sniper out of hiding by dealing with Bring the Sniper out of hiding by dealing with

them directly and assertivelythem directly and assertively

Action Plan:Action Plan:- Use intent and relevancy questions to expose Use intent and relevancy questions to expose

the Sniper’s behaviorthe Sniper’s behavior

- If you suspect someone is holding a grudge, If you suspect someone is holding a grudge, seek them outseek them out

- Suggest civil behavior for futureSuggest civil behavior for future

''Hawkeye'' Pierce ''Hawkeye'' Pierce Sitcom: M*A*S*HSitcom: M*A*S*H

''Hawkeye'' Pierce ''Hawkeye'' Pierce Sitcom: M*A*S*HSitcom: M*A*S*H

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Difficult People: GrenadeDifficult People: Grenade

Grenade: Grenade: - Remain silent about perceived abuses until Remain silent about perceived abuses until

they are ready to explode they are ready to explode

Your Goal:Your Goal:- Take control of the situation by establishing Take control of the situation by establishing

clear lines of communication before they clear lines of communication before they blowblow

Action Plan:Action Plan:- Get the person’s attentionGet the person’s attention

- Show concern by saying what they need to Show concern by saying what they need to hearhear

- Discuss reason for explosion after taking Discuss reason for explosion after taking time awaytime away

- Prevent the pin from being pulled Prevent the pin from being pulled

BeavisBeavis Sitcom: Beavis & Butt−headSitcom: Beavis & Butt−head

BeavisBeavis Sitcom: Beavis & Butt−headSitcom: Beavis & Butt−head

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Difficult People: Know−It−AllDifficult People: Know−It−All

Know−It−All: Know−It−All: - Seldom in doubt, they have a low tolerance for Seldom in doubt, they have a low tolerance for

correction and contradiction correction and contradiction

Your Goal:Your Goal:- Open their minds to new ideas by giving them Open their minds to new ideas by giving them

their duetheir due

Action Plan:Action Plan:- Know your stuffKnow your stuff

- Prevent the Know−It−All from repeating Prevent the Know−It−All from repeating themselvesthemselves

- Make the Know−It−All a mentorMake the Know−It−All a mentor

- Present your views while their defenses are Present your views while their defenses are downdown

Dr. House Sitcom: House

Dr. House Sitcom: House

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Difficult People: Think−They−Know−It−AllDifficult People: Think−They−Know−It−All

Think−They−Know−It−All: Think−They−Know−It−All: - They learn enough about a subject to sound They learn enough about a subject to sound

like they know what they are talking about…like they know what they are talking about…all for the sake of getting some attentionall for the sake of getting some attention

Your Goal:Your Goal:- Give them a little attention, but know when Give them a little attention, but know when

to give their bad ideas the hookto give their bad ideas the hook

Action Plan:Action Plan:- Ask them to clarify specificsAsk them to clarify specifics

- Redirect the conversation back to reality Redirect the conversation back to reality

- Do not embarrass themDo not embarrass them

Cliff Clavin Sitcom: Cheers

Cliff Clavin Sitcom: Cheers

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Difficult People: Yes PersonDifficult People: Yes Person

Yes Person: Yes Person: - Eager to please people and avoid confrontation, Eager to please people and avoid confrontation,

they say ‘yes’ without thinking things through they say ‘yes’ without thinking things through

Your Goal:Your Goal:- Teach them to plan and give commitments Teach them to plan and give commitments

people can count onpeople can count on

Action Plan:Action Plan:- Make it safe to be honestMake it safe to be honest

- Talk honestlyTalk honestly

- Make an event out of every completed Make an event out of every completed commitmentcommitment

- Be careful how you deal with broken promisesBe careful how you deal with broken promises

Bobby Boucher Movie: The Waterboy

Bobby Boucher Movie: The Waterboy

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Difficult People: Maybe PersonDifficult People: Maybe Person

Maybe Person:Maybe Person:- In a moment of decision, they procrastinate in In a moment of decision, they procrastinate in

hopes that a better choice will present itself hopes that a better choice will present itself

Your Goal:Your Goal:- Help them learn to think decisively to develop Help them learn to think decisively to develop

their decision making skillstheir decision making skills

Action Plan:Action Plan:- Establish a comfort zoneEstablish a comfort zone

- Explore different options and obstacles Explore different options and obstacles involved in making a decisioninvolved in making a decision

- Assure them there are no perfect decisionsAssure them there are no perfect decisions

Charlie Brown Comic: PeanutsCharlie Brown Comic: Peanuts

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Difficult People: Nothing PersonDifficult People: Nothing Person

Nothing Person:Nothing Person:- Does not contribute to the conversation Does not contribute to the conversation

Your Goal:Your Goal:- Persuade them to talk by asking open−ended Persuade them to talk by asking open−ended

questionsquestions

Action Plan:Action Plan:- Set aside enough timeSet aside enough time

- Lighten the conversation with humorLighten the conversation with humor

- Take them out of the moment and talk about the Take them out of the moment and talk about the futurefuture

Benny Baroni Sitcom: Home Improvement

Benny Baroni Sitcom: Home Improvement

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Difficult People: No PersonDifficult People: No Person

No Person:No Person:- Kills momentum and creates friction for you (i.e. Kills momentum and creates friction for you (i.e.

taking the final exam after the class has ended) taking the final exam after the class has ended)

Your Goal:Your Goal:- Transition to problem solving and ask why it is NOT Transition to problem solving and ask why it is NOT

possible to just forget the final exampossible to just forget the final exam

Action Plan:Action Plan:- Convince the No Person there are worse things in life Convince the No Person there are worse things in life

than skipping a final examthan skipping a final exam

- Don’t rush the No Person…5 days to post grades is Don’t rush the No Person…5 days to post grades is not much time…10 days would be much betternot much time…10 days would be much better

- Bring up the negatives before they do…taking the Bring up the negatives before they do…taking the exam will cut into our already short summer breakexam will cut into our already short summer break

- Try reverse psychology…can we please take the Try reverse psychology…can we please take the final examfinal exam

Bob Monson Professor: ETLS671

Bob Monson Professor: ETLS671

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Difficult People: WhinerDifficult People: Whiner

Whiner:Whiner:- Feel helpless and overwhelmed by an unfair world Feel helpless and overwhelmed by an unfair world

and are compelled to share their problems with and are compelled to share their problems with othersothers

Your Goal:Your Goal:- Listen to their main points and form a problem Listen to their main points and form a problem

solving alliancesolving alliance

Action Plan:Action Plan:- Take command of the conversation tactfullyTake command of the conversation tactfully

- Shift focus to solutionsShift focus to solutions

- Give them something to look forward toGive them something to look forward to

- If they will not stop whining, assertively bring it to a If they will not stop whining, assertively bring it to a closeclose

Eric Cartman Sitcom: South Park

Eric Cartman Sitcom: South Park

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Difficult PeopleDifficult People

Final thoughts to remember: Final thoughts to remember: – Stay calmStay calm– Keep some distanceKeep some distance– Interrupt when things get out of controlInterrupt when things get out of control– Listen and acknowledgeListen and acknowledge– Approach at the right timeApproach at the right time– Do not give upDo not give up– Change players (if needed)Change players (if needed)

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Section 3: The Movie ‘Speed’ Section 3: The Movie ‘Speed’ − Teresa Ulrich −− Teresa Ulrich −

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The Movie ‘Speed’The Movie ‘Speed’

To demonstrate our point even further, we have To demonstrate our point even further, we have chosen the movie ‘Speed’ to help walk you chosen the movie ‘Speed’ to help walk you through the 8 steps of negotiation between two through the 8 steps of negotiation between two difficult personality typesdifficult personality types

In the end, will there be a successful negotiation In the end, will there be a successful negotiation or was it a failure? or was it a failure?

If it was a failure, what could have been done to If it was a failure, what could have been done to make it successful?make it successful?

Stay tuned…Stay tuned…

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Main Characters:Main Characters:

- Jack Traven (Keanu Reeves) − an Jack Traven (Keanu Reeves) − an L.A.P.D. SWAT specialistL.A.P.D. SWAT specialist

- Howard Payne (Dennis Hopper) − A Howard Payne (Dennis Hopper) − A disgruntled Atlanta Bomb Squad retireedisgruntled Atlanta Bomb Squad retiree

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Speed is an action movie directed by Jan De BontSpeed is an action movie directed by Jan De Bont


Plot − It involves negotiations between the Plot − It involves negotiations between the L.A.P.D. and a revenge driven extortionist L.A.P.D. and a revenge driven extortionist

The vested interest for the L.A.P.D. is the safety The vested interest for the L.A.P.D. is the safety of the hostagesof the hostages

The vested interest of the extortionist is a $3 The vested interest of the extortionist is a $3 million ransommillion ransom

Theatrical TrailerTheatrical Trailer

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Section 4: Difficult People and the Eight Section 4: Difficult People and the Eight Steps to Resolution Steps to Resolution

− Tim Cameron & Kou Song −− Tim Cameron & Kou Song −

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Steps 1 − 4 Steps 1 − 4 − Tim Cameron −− Tim Cameron −

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Step 1: Do Your HomeworkStep 1: Do Your Homework

Do your homework:Do your homework:– Understand your interestsUnderstand your interests– Understand opponents interestsUnderstand opponents interests– What leverage is availableWhat leverage is available– Solution opponent finds most attractiveSolution opponent finds most attractive

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Understanding Jack’s Interests:Understanding Jack’s Interests:– Rescue hostagesRescue hostages– Overcome obstacles Howard createsOvercome obstacles Howard creates– Howard demands $3M in limited time frameHoward demands $3M in limited time frame– His own safetyHis own safety


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Understanding Howard’s Interests:Understanding Howard’s Interests:- Wants $$$Wants $$$- Wants to be near the actionWants to be near the action

Know what is going onKnow what is going on Visions of grandeur Visions of grandeur

- Controls hostages’ safetyControls hostages’ safety Detonates bomb in elevator when Detonates bomb in elevator when

he feels he is losing hostageshe feels he is losing hostages


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What Leverage is Available?What Leverage is Available?– Howard:Howard:

Elevator hostagesElevator hostages Bus hostages Bus hostages Rigged explosivesRigged explosives Undisclosed locationUndisclosed location

– Jack:Jack: Expertise in hostile situationsExpertise in hostile situations Available resourcesAvailable resources


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What solution’s are most attractive?What solution’s are most attractive?– Howard:Howard:

Money deliveryMoney delivery Acknowledgements: Acknowledgements:

Bomb Making, OfficerBomb Making, Officer

– Jack:Jack: Everyone’s safetyEveryone’s safety Reprimand HowardReprimand Howard


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Step 2: Estimate Your Ap, Rp, and BATNAStep 2: Estimate Your Ap, Rp, and BATNA

Estimate your Ap, Rp, and BATNA:Estimate your Ap, Rp, and BATNA:– Goal: Understand your anchor point, resistance point, Goal: Understand your anchor point, resistance point,

and best alternative to negotiation agreementand best alternative to negotiation agreement– Helps frame argument before discussionsHelps frame argument before discussions– Opposition’s opening position might change your positionOpposition’s opening position might change your position

Jack’s Ap

BATNA BATNA

Howard’s Ap

Rp Rp

DEAL!

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Jack’s anchor point:Jack’s anchor point:– Let all hostages go right Let all hostages go right

awayaway Jack’s resistance point:Jack’s resistance point:

– Pay ransom to release Pay ransom to release hostageshostages

Jack’s BATNA:Jack’s BATNA:– Rescue hostages; no Rescue hostages; no

dealing with Howarddealing with Howard

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Step 2: Estimate Your Ap, Rp, and BATNAStep 2: Estimate Your Ap, Rp, and BATNA

Step 3: DiscoveryStep 3: Discovery

Discovery:Discovery:– Period of open discussions between participantsPeriod of open discussions between participants– Focus on relationship buildingFocus on relationship building– The discovery process was very limited as both Jack and The discovery process was very limited as both Jack and

Howard were only concerned with their own interests Howard were only concerned with their own interests rather than each othersrather than each others

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Step 4: Estimate Your Opponents InterestsStep 4: Estimate Your Opponents Interests

Estimate Your Opponents Interests:Estimate Your Opponents Interests:– Estimate disputant’s Ap, Rp, and BATNAEstimate disputant’s Ap, Rp, and BATNA– Enables us to diagram the form of transactionEnables us to diagram the form of transaction– After understanding we are ready to beginAfter understanding we are ready to begin

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Howard’s anchor point:Howard’s anchor point:– Get away with moneyGet away with money

Howard’s resistance point:Howard’s resistance point:– Letting hostages goLetting hostages go

Howard’s BATNA:Howard’s BATNA:– Blow everyone to Blow everyone to

smithereens smithereens

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Step 4: Estimate Your Opponents InterestsStep 4: Estimate Your Opponents Interests

Steps 5 − 8 Steps 5 − 8 − Kou Song −− Kou Song −

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Step 5: Find Common GroundStep 5: Find Common Ground

Find Common Ground:Find Common Ground:- Understand each otherUnderstand each other- Each party has opportunity to say Each party has opportunity to say

what the real problem is?what the real problem is?- RephrasingRephrasing- Examples of how both characters Examples of how both characters

could rephrase the problem:could rephrase the problem: Howard − “I deserve to be recognized for all the Howard − “I deserve to be recognized for all the

hard years of service while working with the hard years of service while working with the Atlanta Bomb Squad”Atlanta Bomb Squad”

Jack − “There are other ways you could Jack − “There are other ways you could accomplish this rather than hold hostages for accomplish this rather than hold hostages for ransom”ransom”

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Step 5: Find Common GroundStep 5: Find Common Ground

Finding common ground is a very Finding common ground is a very important part of negotiationimportant part of negotiation

Neither Jack or Howard were able to find Neither Jack or Howard were able to find common ground common ground

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Step 6: BrainstormStep 6: Brainstorm

Brainstorm: Brainstorm: – Understand relationship between you and the other Understand relationship between you and the other

negotiatornegotiator– If adequate, negotiation process will be feasibleIf adequate, negotiation process will be feasible– Layout as many solutions as possibleLayout as many solutions as possible– Do not expedite a quick solution without viewing all Do not expedite a quick solution without viewing all

options firstoptions first

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Step 6: BrainstormStep 6: Brainstorm

Howard’s Solutions:Howard’s Solutions:- Former Atlanta Bob Squad Former Atlanta Bob Squad

Specialist who is willing to kill in Specialist who is willing to kill in order to be recognized order to be recognized (recognition = $3 million) (recognition = $3 million)

Jack’s Solutions: Jack’s Solutions: – Stall Howard as long as he canStall Howard as long as he can– Find a way to deactivate bombFind a way to deactivate bomb– Find HowardFind Howard– Remove hostages as quickly as Remove hostages as quickly as

possible possible

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Step 7: Select the Optimal SolutionStep 7: Select the Optimal Solution

Select the Optimal Solution:Select the Optimal Solution:– Need to clarify optimal criteria Need to clarify optimal criteria – Optimal criteria will be used for the proposed Optimal criteria will be used for the proposed

solutionsolution– Process will reduce the emotional content of the Process will reduce the emotional content of the

negotiation negotiation – This will also clarify the nature of the negotiationThis will also clarify the nature of the negotiation

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Step 7: Select the Optimal SolutionStep 7: Select the Optimal Solution

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Jack and Howard were unable to find an Jack and Howard were unable to find an optimal solution because: optimal solution because:

- They were unable to find common groundThey were unable to find common ground- Their preferred brainstorming solutions were Their preferred brainstorming solutions were

contrasting viewpoints contrasting viewpoints - Both parties wanted a win−lose situationBoth parties wanted a win−lose situation

Step 8: Sign the ContractStep 8: Sign the Contract

Sign the Contract:Sign the Contract:– Never leave the negotiating table before signing the Never leave the negotiating table before signing the

contractcontract– Leaving without signing allows both parties to rethink Leaving without signing allows both parties to rethink

their position which could lead to: their position which could lead to: Buyer’s remorseBuyer’s remorse Seller’s remorseSeller’s remorse

– If either party changes their mind, this could adversely If either party changes their mind, this could adversely affect future negotiationsaffect future negotiations

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Step 8: Sign the ContractStep 8: Sign the Contract

The contract was never signed at the end of the The contract was never signed at the end of the moviemovie

Howard (Tank) lost all leverage and his Howard (Tank) lost all leverage and his aggressive personality ultimately caused his aggressive personality ultimately caused his demisedemise

Jack (Know−It−All) gained all the leverage but Jack (Know−It−All) gained all the leverage but did not capture his man alive did not capture his man alive

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Section 5: Failed Negotiations and Section 5: Failed Negotiations and Alternative Methods for Success Alternative Methods for Success

− Linda Olson −− Linda Olson −

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What we know at the end of the movie…What we know at the end of the movie…- Howard was a police officer (‘an encyclopedia of Howard was a police officer (‘an encyclopedia of

bombs’) who was forced to retire because he lost a bombs’) who was forced to retire because he lost a finger while working a case finger while working a case

- Used multiple triggering mechanisms with different and Used multiple triggering mechanisms with different and excessive amounts of explosivesexcessive amounts of explosives

Observed every case real timeObserved every case real time- Elevator – listeningElevator – listening- 1st bus − nearby car1st bus − nearby car- 2nd bus (bus 2525) − watched on TV newscasts2nd bus (bus 2525) − watched on TV newscasts

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Failed Negotiations and Alternative Failed Negotiations and Alternative Methods for SuccessMethods for Success

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Was this a failed negotiation?Was this a failed negotiation?YES!!!YES!!!

Why?Why?If Jack and Howard had responded differently towards each If Jack and Howard had responded differently towards each

other, this may of ended differently or sooner with less other, this may of ended differently or sooner with less loss of life and propertyloss of life and property


What actions did Jack take…What actions did Jack take…- Did not follow up Howard’s comments with questions (7 Did not follow up Howard’s comments with questions (7

instances throughout movie)instances throughout movie)- Reacts emotionally Reacts emotionally - Accepts this as a personnel attackAccepts this as a personnel attack- Allows Howard to interrupt himAllows Howard to interrupt him

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Outcome:Outcome:- Win/loose battle for both Win/loose battle for both

Howard and JackHoward and Jack


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Movie ClipMovie Clip

How should Jack have handled Howard (Tank) How should Jack have handled Howard (Tank) differently?differently?

- Spend more time in the first 4 steps of negotiationSpend more time in the first 4 steps of negotiation Do your homework, Estimate your Ap, Rp, and BATNA and Do your homework, Estimate your Ap, Rp, and BATNA and

DiscoveryDiscovery

- When negotiations fail; change the playersWhen negotiations fail; change the players Jack’s partner or the lieutenant should of taken lead role in Jack’s partner or the lieutenant should of taken lead role in

discussions with Howarddiscussions with Howard

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What actions did Howard take…What actions did Howard take…- Contradicts and interrupts Contradicts and interrupts - Challenges Jack directly Challenges Jack directly - Redirects Jack away from problem solving Redirects Jack away from problem solving

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Outcome:Outcome:– Delayed problem solving, Delayed problem solving,

continue in reacting mode continue in reacting mode

How should Howard have handled Jack How should Howard have handled Jack (Know−It−All) differently?(Know−It−All) differently?

- Get Jack to consider his interestGet Jack to consider his interest MoneyMoney Lost livelihoodLost livelihood Acknowledgement of his expertiseAcknowledgement of his expertise

- Goal is to get Jack into problem solving Goal is to get Jack into problem solving mode/brainstorming for solutionsmode/brainstorming for solutions

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Summary of ‘Playbook’ Summary of ‘Playbook’ − Teresa Ulrich −− Teresa Ulrich −

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Summary of ‘Playbook’Summary of ‘Playbook’

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Negotiation Background: Negotiation Background: – What is negotiation?What is negotiation?– Reasons for negotiationReasons for negotiation– Characteristics of good negotiatorsCharacteristics of good negotiators– Bargaining strategies and characteristicsBargaining strategies and characteristics

Difficult People:Difficult People:– 10 types of difficult people10 types of difficult people– Methods of dealing with each typeMethods of dealing with each type

Applying the Eight Steps of Negotiating to the Main Applying the Eight Steps of Negotiating to the Main Characters in ‘Speed’ (difficult people)Characters in ‘Speed’ (difficult people)

Failed Negotiations and Alternative Methods for Failed Negotiations and Alternative Methods for SuccessSuccess

Negotiating is an art – there are no right or wrong Negotiating is an art – there are no right or wrong ways to negotiateways to negotiate

First step – prepare and understand interests of First step – prepare and understand interests of both sidesboth sides

How you communicate (talk and listen) is as How you communicate (talk and listen) is as influential and persuasive as your words and offersinfluential and persuasive as your words and offers

People come with all types of personalitiesPeople come with all types of personalities– Understanding and addressing specific behaviors will Understanding and addressing specific behaviors will

assist in a successful negotiationassist in a successful negotiation Even when negotiating with difficult people – can Even when negotiating with difficult people – can

result in a win–win situation. result in a win–win situation.

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Closing Thoughts Closing Thoughts

ReferencesReferences

– Ten Types of Difficult People − Sources of Insight Ten Types of Difficult People − Sources of Insight http://sourcesofinsight.com/2007/12/31/ten-types-of-difficult-people/

– Robbins, S. P. & T. A. Judge (2008). Robbins, S. P. & T. A. Judge (2008). Essentials of Organizational Essentials of Organizational BehaviorBehavior. Upper Saddle River, New Jersey: Pearson Prentice Hall.. Upper Saddle River, New Jersey: Pearson Prentice Hall.

– Monson, R.J. (2009). Monson, R.J. (2009). Human Factors in Technical ManagementHuman Factors in Technical Management.. Minneapolis, MinnesotaMinneapolis, Minnesota

– Negotiation Strategy with difficult people; Negotiation Strategy with difficult people; http://www.batna.com/difficult_v4.html

– BATNA; BATNA; http://www.beyondintractability.org/essay/batna/

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