Dialogue: Basic Negotiation Mistakes PT1

Writers need to understand the art of communication. Communication rules can be used when creating dialogue. Negotiation rules can be used in arguements, or to help readers 'feel' the impact

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 Conflict

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.



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