Ready, Fire, AimNegotiation Skills for

Administrative Professionals

Kevin Hoehn, PharmD, MBA, CGP, BCPS

Critical Thinking Exercise How do you put a giraffe into a refrigerator?

This is an assessment of your critical thinking skills.

Critical Thinking Exercise How do you put an elephant into a

refrigerator?

This tests your ability to think through the repercussions of your previous actions.

Critical Thinking Exercise The Lion King is hosting an animal

conference. All the animals attend…except one. Which animal does not attend?

This tests your memory

Critical Thinking Exercise There is a river you must cross but it is used

by crocodiles, and you do not have a boat. How do you manage it?

This tests whether you learn quickly from your mistakes.

Selling An Idea

Selling An Idea

Seven Letters

Bob Bogle’s Pitch Basic Principles of Effective Persuasion

Specific goal Decision maker identified Credibility Appealed to core interest Relationship

Negotiaphobia

What Do You Negotiate???

Why Negotiate Impacts every aspect of our lives

Deals we strike on the job Relationships Transactions

Key is flexibility Two Gospels

Collaborate Compete

Negotiation for Success What issues do you regularly negotiate? What resources do you negotiate for regularly

and with whom? What results does your style

produce? What are the obstacles? Does “no” mean “not yes yet”

Separate People from the Problem Relationships entangled with problems Tend to favor some, dislike others Negotiation almost always involves fear Said vs. heard Mind reading Perception=reality

Negotiation Zone

Fallen Queen

Two Letters

Lincoln’s Approach Politically sensitive moment First acknowledged need for status Concern for reputation-private avenue vs.

public Addressed Seward’s delicate, injured ego

Six main channels of influence

Six Main Channels of Influence Persuasion Skills and Aptitudes

Authority Rationality Vision Relationships Interests Politics

Cognitive Perspective Taking Six main channels of persuasion

Methods of idea selling Six different notes on a piano Attract other’s attention and influence decisions

Five persuasion styles Direct or indirect Hint or be blunt

Identify communication baselines Approaching people when time is precious Preparation adjustments

Six Channels Survey

Six Channels SurveyDecoding the Results

Authority Tendency to use influence based on your formal position

in the organization Reliance on authoritative rules, regulations, and standards Very common in organizations High score indicates position requiring order giving or

directions If position does not offer this authority but called on to

direct will cause job related stress

Six Channels SurveyDecoding the Results

Rationality Rely on data-oriented reasons to persuade Second most used persuasion style Used in bottom-up or peer-to-peer situations

Six Channels SurveyDecoding the Results

Vision Most overtly emotional of the six Persuasion based on shared purposes, hopes,

fears, and dreams May not be taken seriously

Vision Netflix

Vision

Reed Hastings

Six Channels SurveyDecoding the Results

Relationships Enjoy establishing genuine one-on-one connections with

others Will call coworker “friend” Small favors done in name of friendship Mutual obligation forms the foundation of the influence Lubricant that turns the organization gears Genuinely help colleagues Networking

Six Channels SurveyDecoding the Results

Interests How much you refer to interests, needs, and incentives Resolve resource allocation, horse trading Involve salary, head count, work assignments, hours, or

technology Low score indicate these situations may generate anxiety 50% executives struggle with inside-the-organization

issues

Six Channels SurveyDecoding the Results

Politics Nature of the beast Only so much power to go around Score indicates amount of politics recognized Score indicates comfort level with maneuvering within

your group to manage this aspect May need to use this channel for success May be a survival skill in a highly political environment High scores pay attention to social networks that channel

power and influence Study politicians

Persuasion Principles Framing Trust and disclosure Shoot or hold fire Feelings and behaviors Hearing vs. listening BATNA

The Power of Framing

Smoking and Praying

The Power of Framing

There is a powerful relationship between how we frame bargaining situations and how we act within them.

If a situation is framed as competitive-- win/lose—then we withhold information. It automatically becomes competitive.

If a situation is framed as collaborative-- win/win—then we share information. This creates the possibility of collaboration.

Self-fulfilling prophecies are powerful.

Trust and Disclosure Relationship = trust + risk + self disclosure Trust = risk + self disclosure + relationship Risk = self disclosure + relationship + trust Self disclosure = relationship + trust + risk

Trust and Disclosure There is a direct relationship between trust

and disclosure of information: each can stimulate the other and create ongoing cycles of trust. Trust steadily increases.

Mistrust and withholding of information can also stimulate the other and create ongoing cycles of mistrust. Trust steadily decreases.

Shoot or Hold

Your Fire?

Shoot or Hold Your Fire?

In a bargaining situation such as this, before competing or collaborating with the other person, what should you do first?

It is important to identify which goals are compatible before deciding whether competition or cooperation is important. We may assume competition exists when it may not be appropriate to do so.

Feelings and Behaviors

There is a direct, powerful relationship between the emotions we experience in a negotiation and our behaviors.

To the extent that we are aware of these emotions, we can control them.

If we remain unaware of our feelings, they will control us … and we may not like the results.

Hearing Vs. Listening

Recognize a fork in the road

BATNA BATNA = best alternative to a negotiated

agreement BATNA in a “no-deal” situation List actions one might take if agreement

cannot be met Raise promising ideas to practical options Select next best step in the right direction

Distinct Persuasion Roles

Three Critical Questions What is your comfort zone in terms of volume

—loud or quiet? Do you have a distinctly self-oriented or

other-oriented perspective? What are your preferred channels?

authority, rationality, vision, interests,

or politics

Distinct Persuasion Roles