HUEC MGT - Exam #2 (Part 1) Flashcards Preview

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1

What is Negotiation?

→ Any interaction with a human!
-Two or more parties
-Offer, counteroffer
-Concessions
-Reach agreement

2

What is Collaborative Negotiation?

“win-win” negotiation – Sustains relationships! ;
-ONLY type that is really good for business negotiations

3

What is Competitive Negotiation?

-Do whatever it takes to win, regardless of relationships or means of achieving;
-Winner takes all negotiation → Can damage relationships

4

What makes a good negotiator?

-Planning skills
-Integrity → honest and fair
-Verbal Clarity
-Thinking under stress
-General Practical Sense
-Ability to gain respect→ Need to get people to listen!
-Team leadership skills
-Tact
-Ability to exploit power
-Open mind
-Professional standards
-Product knowledge
-Self-Confidence
-Persistence
-Insight

5

What is NOT a necessity to be a good negotiator?

**POSITION and EDUCATION level were NEVER included

6

What are Negotiation Skills?

-Developing ability to resolve disputes, conflicts;
-Effective = must be willingness to work with other people to reach solution everyone can live with

7

What is the key to effective Negotiation?

-Communication!
1. SPEAKING
2. LISTENING
3. UNDERSTANDING

8

What is involved in Speaking?

-Explanation of problem from each perspective
-Facts;
-Feelings
oWhat are you interests?
oWhat do you have to gain?
oWhat can you lose?
-First person
-Think through what will be said!

9

What is involved in Listening?

-ACTIVE process → Need to focus on other person and understand what they are saying! Required to determine cooperative solutions ;
-Concentrate on other person → Good eye contact, positive and open body language;
-Encourage other to share thoughts and feelings → Don’t be the “first” person to talk ;
-Give feedback;
-Maintain eye contact;
-Repeat understanding of what is said

10

What indicates Understanding during negotiation?

-Common understanding of each side
-Body language
-Facial expressions
-Hand gestures
-Degree of eye contact

11

What is PRE-Negotiation Planning?

-PREPARE, PREPARE PREPARE;
-Need to be prepared and know what you are going into;
-Negotiators with high aspirations consistently outperform those with low aspirations.;
-Think thorough and practice the conversation!;
-Need to be fluent in the conversation before it occurs

12

What saying is typically associated with Negotiation?

-“Knowledge is Power”
-Pie = symbol

13

What might be included in PRE-Negotiation Planning?

-Expert involvement required?
-Research options/issues and precedence
-Understand motivators of stakeholders
-Know impact of each option
-Risk/opportunity assessment
-Timing
-Summarize pros and cons
-Cultural considerations
-Formulate strategy [based on research]
-Pre-meeting info dissemination
-Invite appropriate representative [with power]
-Set conducive agenda, facilities, time
-Plan for post negotiation action
-Plan for analysis of “lessons learned”

14

What are the Negotiation challenges in Dietetics Mgt?

-Manager/Employee
-Salary, benefits
-Manager/Supplier
-Price, delivery
-Manager/Union
-Collective bargaining
-Manager/Work Units
-Job responsibilities

15

Other Challenges?

-Staffing shortages …. Clinical, Foodservice
-“Make or Buy” decisions
-Trade-offs between Time, Costs and Quality … homemade rolls??
-Change Management
-Resource prioritizations … patient education materials? New foods for café?
-Budget cuts … Layoffs …. Who?
-Vendor Selection
-Work Space and equipment needs
-Staff Management strategies
-Family and Friends
-Other!

16

What Increases the effectiveness of a negotiation?

-Research other individual, position → KNOW who you are dealing with;
-Begin with positive overture;
-Address problems (not personalities);
-Pay attention to initial discussions and offers;
-Emphasize WIN-WIN!!!;
-Create trusting/open environment;
-TIP = Learn to read body language! → People can really disguise their tone of voice!

17

What are the components of face-to-face communication?

-Body language = 50%
-Tone of voice = 40%
-Words = 10%

18

What are the different types of Key Motivators?

1. Tangible;
2. Less tangible

19

Tangible Key Motivators?

-Money;
-Workload, overtime, training, vacation;
-Contract issues

20

Less Tangible Key Motivators?

-Desire to be heard, needs acknowledged;
-Save face/look good;
-Resistance to change, fear of unknown;
-Desire to satisfy their boss;
-Biases, dislikes, political, ethnic ;
-Emotional

21

What are the CHALLENGES to handling emotions during negotiation?

-Anger/Exasperation
-Insulted
-Guilt
-False flattery

22

What are the RESPONSES to emotions during negotiation?

-Allow Venting, Probe for WHY;
-What would not be insulting?;
-Focus on issues;
-Re-focus

23

Tips for Handling Emotions

-Do not lose your cool ;
-Try to defuse with acknowledgement, empathy, patience, impartiality.;
-Deal with less emotional issues first;
-Know your own “Hot Buttons”;
-Practice!

24

What is involved in Win-Win Negotiation?

Practice!!;
-ESTABLISH RAPPORT, find common goals;
-Probe for understanding ;
-Beliefs, goals, win/win options;
-Hidden stakeholder motivators;
-Paraphrase for confirmation;
-Analyze outcomes/risks;
-Summarize agreement and next steps

25

Tips for Win-Win Negotiation

-If stalled, go back to agreement;
-Break up disagreement → Agree on one part!;
-Build on common ground;
-Avoid emotional responses (even if insulted);
-Think of what will be lost → If no agreement or can be made ;
-Consider interim options or postponement

26

How can providing alternatives HELP a negotiation?

Being PROACTIVE can… (Problem Seeker!);
-Help position = Having multiple offers or options can help you make your case! ;
-Makes you more flexible! And people are more willing to work with you
-Reduce wheel spinning;
- Speed decision making;
-Increase Executive appeal/credibility

27

What are the dangers of advancing with alternatives?

-Being premature, not well considered ;
- Intangible motivations not satisfied;
-Trust not established;
-Tip: maximize advanced dialogue with key interest groups

28

What are common pitfalls to avoid in Negotiating?

-Poor planning;
-Weak knowledge of key motivators! ;
-Poor handling of alternatives;
-Failure to pay attention to opponent;
-Impatience/ Poor timing;
-Allowing emotions to escalate;
-Negotiating with the un-empowered! → Only spend time negotiating with people who have the abilities to give you what you need and can make a decision! ;
-Poor close → Tell them, and then tell them what you told them!

29

What are the TIMING factors for negotiation?

-Minimize spontaneous negotiations;
-Watch for “bad” times to avoid;
-Seek adequate time slot;
-Take time establish rapport/ice break → Relationships matter!!;
- Establish common goals/understandings;
-Know when to be silent, “pause button”;
- Know when to close → Know when to walk away! Or when you’ve said all they are going to listen to. Don’t spin your own wheels. ;
-Know the effect of a delayed vs expedient;
-Be prepared to adjourn;
- Allow time for advanced review of key material

30

What is the main consideration for LOCATION of a negotiation?

*Seek a site conducive to negotiating…;
-Free from interruptions/distractions/noise → No busy meeting places; Comfortable all the way around ;
-Comfortable seating, temperature, lighting = Enough chairs Carpet, Windows;
-Appropriately equipped: flip chart, tables…;
-Culturally appropriate;
-Calming [soft tones];
-Light refreshments