Basic Negotiation Mistakes

I have recently engaged in a few discussions about communication. I'd like to give you a few easy tips on conflict resolution. All businesses need to deal with conflicts and disagreements. Negotiators have tricks that allow them to take control of a situation and manipulate the outcome. Advertisers use these techniques to increase the impact of an ad campaign.

Business owners can use these techniques to improve customer service, increase sales, and decrease staffing problems.

How to Prevent Arguments

The dynamics of communication work in all situations, all cultures. It doesn’t matter what message needs to be conveyed the method of delivering the method remains fairly the same.

Dealing with Customers
You don’t need to know anything about a customer to be able to control the outcome of a dispute. There is an old saying 'the customer is always right.' It is obvious that the customer is not always right, in some cases they can be down-right and they are not always nice.

The business owner wants something, too. They want the customer to return. They want to keep the sale. They want to reduce the bad publicity. A happy customer tells no one. A disgruntled customer tells everyone.

The rules have nothing to do with ethics or the moral treatment of customers. They are guides to help the business owner control the confrontation and determine the outcome.

1. Do not accuse the customer of being wrong
2. Do not make the customer defend themselves
3. Do not make them think that you do not care.

Eliminate the Word ‘But’

Business owners need to eliminate this word from their vocabulary. When a person hears the word’ but,’ This word translates to ‘I haven’t heard a word you said.’

This word conveys the message that you believe their feelings, ideas, objectives, needs, desires, or wants are wrong, not as valid as yours, and not worth taking the time to resolve the problem.

Eliminate the Word ‘You’

The moment you use the word 'you', there is a blame element added, and you transfer responsibility to that person. Learn to conduct all conversations using the word "I", and if it cannot be done, consider
this a red flag that something is wrong in your communication style.

You wouldn’t be the first person who needed to relearn their communication style, adopting a more powerful negotiation and sales vocabulary.

Effective Communication

These simple rules will improve negotiation and sales tactics, even in brochures, websites, and telephone calls. Everything we do is a form of communication, the colors we wear, the colors we use in advertising, and even the way we wear our hair.

A negotiation or sale can be won, or lost, on a single word. Smart professionals stack the odds in their favor.



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