Dealing With Difficult People
About the Lecture
The lecture Dealing With Difficult People by Dr. Juan Diaz-Prinz is from the course Negotiation Skills & Strategies (EN). It contains the following chapters:
- Working With Difficult People
- Conflict Escalation
- From Escalation to SMART Agreements
- How to Work With Difficult People
Included Quiz Questions
What is a conflict spiral?
- A cycle of actions and reaction.
- Each reaction is a reason to stay in the conflict.
- Reoccurring conflict in which the relationship deteriorates.
- A circular argument.
- A well rounded conflict.
What are SMART agreements?
- Specific, Measurable, Achievable, Relevant, Timely
- Super, Marvellous, Awesome, Real, True
- Simple, Minimal, Able, Round, Tried
- An agreement that balances concessions.
- Carefully worded agreements.
Name three major steps to work with difficult people.
- Change the game on them.
- Assess with them consequence of non-agreement.
- Help them see the benefit of cooperation.
- Challenge them.
- Give them evidence they will lose.
How can we change the game on the other side?
- Reframe from you and me to we?
- Focus on interests not positions
- Talk about rules and guidelines to negotiation.
- Make them weak.
- Bring in your allies
How can we show the benefits of cooperation?
- Meet unfulfilled interests.
- Build on ideas of the other side
- Create low cost high value options.
- Steal the ideas of the other side.
- Show them what they will lose.
How do we assess consequences?
- Assess BATNA
- Joint assessment of cost and benefits
- Ask them what they will do if negotiations collapse
- Give them an example of their consequences
- Show them your power
Author of lecture Dealing With Difficult People
Dr. Juan Diaz-Prinz
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