Managing Negotiations – Staying Above the Line

Participants learn how the Framework for Negotiation relates to their customer situations. They learn to listen for the personal need behind the demand or request.

They learn to acknowledge the customer demand/request, clarify to test their understanding, and to identify the need behind the demand. Participants learn to slow the conversation down, rather than making “knee-jerk” responses, and to provide themselves time to think through both the short- and long-term implications of whatever decision they make in response to the customer.

Participants learn to gain insight, clearly explain items they will not negotiate on, and defer issues as needed. They learn to test and clarify to ensure alignment with the customer.

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