WHEN 퍼스타 토토 HAVE A FAILURE TO COMMUNICATE

로그인

DBR | 1호 (2008년 1월)

- 더보기
  SNS 공유
스크랩

스크랩

+ 새로운 폴더 생성
폴더명

메모입력

스크랩

This article first appeared in Negotiation newsletter, published by the Program on Negotiation at Harvard Law School(www.pon.harvard.edu)

Whether at work or at home, we've all had negotiations fall apart due to escalating frustration, threats and a general failure to communicate productively. Irritation lingers, souring further exchanges until the conflict reaches a head.

In most cases, it doesn't have to be this way. Before assuming that 퍼스타 토토 and 퍼스타 토토r counterpart are doomed to mutual distrust and dislike, try the following four strategies for coming together.

Strategy No. 1: Reclaim credibility.

When someone challenges 퍼스타 토토r competence and credibility, the natural response is to go on the defensive, or lash out, or both. It's difficult to temper 퍼스타 토토r emotions when the other side devalues 퍼스타 토토r efforts and opinions. But if 퍼스타 토토 rise to the bait, 퍼스타 토토'll be distracted from the important work of advocating for 퍼스타 토토r interests and concerns, write Simmons School of Management professor Deborah Kolb and Judith Williams in their book "Everyday Negotiation: Navigating the Hidden Agendas in Bargaining" (Jossey-Bass, 2003).

In place of defensive moves and counterattacks, Kolb and Williams identify five "turns" 퍼스타 토토 might use to better effect:

-- Interruption. Calling for a time-out can cool tempers and allow everyone to reflect on the situation.

-- Naming. Neutralize the other party's move by calling it as 퍼스타 토토 see it. If a subordinate blames others for his subpar results during a performance review, 퍼스타 토토 might respond by saying, "Criticizing 퍼스타 토토r colleagues isn't the best way to build 퍼스타 토토r case."

-- Questioning. To convey that a move seems unwarranted, respond with a question. For example, 퍼스타 토토 might say to someone who presents a "take it or leave it" offer, "Why would 퍼스타 토토 threaten to walk away when we've still got so many issues to explore?"

-- Correcting. 퍼스타 토토 may need to reject the other party's framing of the situation outright. If someone accuses 퍼스타 토토 of belittling his perspective, respond by saying, "On the contrary, I respect 퍼스타 토토r opinion and would like to hear more about it."

-- Diverting. 퍼스타 토토 can attempt to divert a move by shifting the focus to the problem at hand. "I think we're getting distracted by personality issues," 퍼스타 토토 might say when tempers flare. "Let's try to get back on track."

Strategy No. 2: Explore the other side's perspective.

When someone approaches 퍼스타 토토 with hostility, exploring his perspective may be the last thing 퍼스타 토토 want to do. Yet taking the time to understand the source of someone's frustration is typically the best way to find common ground, according to Adam D. Galinsky of Northwestern University, William W. Maddux of the INSEAD business school in France, and Gillian Ku of London Business School.

In particular, Galinsky and his colleagues advise 퍼스타 토토 to consider three basic questions before and during a negotiation:

-- "What are her underlying interests, motivations and needs?" Examining the motives behind someone's behavior helps 퍼스타 토토 identify creative solutions to shared dilemmas.

-- "How can she meet her needs elsewhere?" Might 퍼스타 토토r fellow negotiator be able to find satisfaction from someone else? If so, 퍼스타 토토 may need to improve 퍼스타 토토r offer. If not, 퍼스타 토토've identified an untapped source of bargaining power.

-- "Why is she behaving this way?" We often make the mistake of attributing others' behavior to sinister causes. When 퍼스타 토토 reflect on the full range of someone's possible motives, 퍼스타 토토 may realize her intentions are, in fact, benevolent.

Strategy No. 3: Test 퍼스타 토토r theory.

At the table, 퍼스타 토토 can explore and modify 퍼스타 토토r theories about the other party by listening actively. As Harvard Law School professor Robert C. Bordone observes in "Listen Up! 퍼스타 토토r Talks May Depend on It" ("Negotiation," May 2007), active listening requires three critical skills:

-- Paraphrasing. Restate what 퍼스타 토토 heard 퍼스타 토토r counterpart say as accurately as 퍼스타 토토 can, resisting the urge to express 퍼스타 토토r own opinions. Doing so gives the other party a chance to correct his message and ensures that 퍼스타 토토 fully understand his point of view.

-- Inquiry. Ask open-ended questions that require the other side to elaborate on his opinions and ideas. This is especially important when someone's statements seem illogical or inconsistent with his behavior.

-- Acknowledgment. Listen for the emotions that underlie 퍼스타 토토r counterpart's message and reflect back what he says. Here, the goal is to acknowledge what someone is not saying, whether out of fear, embarrassment or anger.

In his research, Maurice Schweitzer of the University of Pennsylvania has found that a sincere apology accompanied by a promise to do better in the future can be effective in rebuilding trust between negotiators.

Strategy No. 4: Advocate for 퍼스타 토토r own interests.

Of course, the goal of negotiation is not simply to get along with others but to reach an outcome that benefits everyone involved. Once 퍼스타 토토 better understand 퍼스타 토토r counterpart's perspective, 퍼스타 토토'll find new opportunities to explore interests and advocate for 퍼스타 토토r own needs. 퍼스타 토토 can do this by resisting the temptation to escalate conflict and instead work on exploring the other side's perspective and advocating for 퍼스타 토토r own needs.

15,000개의 아티클을 제대로 즐기는 방법
가입하면, 한 달 무료!

걱정마세요. 언제든 해지 가능합니다.

DBR

이 필자의 다른 기사 보기

DBR의 교육솔루션

WHEN 퍼스타 토토 HAVE A FAILURE TO COMMUNICATE

15,000개의 아티클을 제대로 즐기는 방법 가입하면, 한 달 무료!

15,000개의 아티클을 제대로 즐기는 방법
가입하면, 한 달 무료!