《当代商务英语·商务涉外礼仪》-chapter 11

Module1AGoodNegotiatorAgoodnegotiatorisusuallydescribedashavingthepatienceofaclockmakerandnotsufferingfromprejudicesorstereotypes.Whenyoutakepartinabusinessnegotiation，youneedtokeepthefollowingpointersinmind:First，youshouldmakesurethatyoudonotconfronttheotherpartyimmediatelywithargumentsanddemands.Taketimeatthebeginningofthenegotiationstobreaktheiceandestablishrapport.返回下一页上一页Module1AGoodNegotiatorThiscanbeachievedbydiscussinganon-controversialcurrenteventwhichmightincludesports，entertainment，businessissues，etc.However,don'tgointodetailaboutthetrafficjamonthehighway，thesearchforaparkingspot，orthebadweather-youneedtosavetimeforthe“major"topicstobediscussed.Second，you'dbettersetupyourgoalandplanyournegotiationtime.Asthesayinggoes，“Hewhodoesnotknowwherehewantstogowillnevergetthere.”返回下一页上一页Module1AGoodNegotiatorBesurethatyougointonegotiationswithconcretegoalsinmind，basedontheanswerstothefollowingquestions:.Whatismymostimportantgoal'?.WhatisNOTnegotiable'?.Whatarethepossibletrade-offsorconcessions'?WhatdoIrequireinreturn'?.WhereisthecompromisethresholdorwhereshouldIdrawtheline'?返回下一页上一页Module1AGoodNegotiatorInordertomakethethresholdofpossiblecompromisesclear,youcancallonahigherauthority.However，beverycarefulwhenmakingthismove，otherwiseyoucouldleavetheimpressionthatyoudonotpossessbargainingauthority.Iftheotherpartychoosestobringahigherauthorityintothediscussion，askthemexactlywhattheirintentionis.返回下一页上一页Module1AGoodNegotiatorManynegotiatorsreserveahigherauthorityforfinalratificationortheapprovalofthetentativeagreement.Thisempowersthenegotiatortoengageinmeaningfuldiscussionuntiltheendofthenegotiatingprocess.EverynegotiatormustknowwhathislimitsarePRIORtonegotiationsorherunstheriskofhiseffortsnotbeingapproved.返回下一页上一页Module1AGoodNegotiatorAlso，besurethatyoudonotjusthaveyourowngoalsinmind.Inordertoremainreputable，youalsohavetoconsidertheneedsoftheotherparty;otherwiseacompromisewillnotbepossible.Asuccessfulnegotiationresultsinbothpartiesgettingsomethingtheyvalue.Forexample:Ifyouaskyourbossforaraise，andyoucannotjustifyyouraskingbylistingafewofyourmajoraccomplishmentsforthecompanyoryourincreasingresponsibilities，youaredestinedtofail.返回下一页上一页Module1AGoodNegotiatorInaddition，beforegoingintonegotiations，itishelpfultolearnwhatyoucanabouttheotherparty'sinterests，needs，philosophy，styleandlevelofknowledge.Thiswillhelpyoutobetterunderstandtheotherparty'spositionandtheargumentsoffered.Inthisway，youcanpreparecompromisesthatallowyoutoachievethefullextentofyourgoals.返回上一页下一页Module2NegotiatingSuccessfullyInthebusinessworld，youmustnegotiateconstantlywithclients，suppliers，colleagues，andevensupervisors.Considerthefollowing5points，andyouwillbeabletosuccessfullybuildfreedomtonegotiateinyourdiscussionswithbusinesspartnersandcometosoundbusinessdecisions.返回下一页上一页Module2NegotiatingSuccessfully1.GenuinelycommunicateyourownstrengthsMakesurethatyoucommunicateyourownstrengths，regardlessofwhetherothershavethesamestrengthsornot.Today'snegotiationcoachesrecommendsayingwhatyoureallythink.Fixednegotiationformulasandbehaviorschematicsare，onthecontrary，nolonger“in".返回下一页上一页Module2NegotiatingSuccessfullyHonestyandtrustworthinessaremostimportantbecausetheotherpartywillquicklyseethediscrepancybetweenverbalandnonverbalcommunication.Ifyouarefumingontheinside，nobodywillbuythestoicmaskthatyouaretryingtoplayoffontheoutside.Forthisreason，itisbettertoallowyourfeelingstocomeintothenegotiationprocesswhenitisappropriateandinwaysthatareconstructive.返回下一页上一页Module2NegotiatingSuccessfully2.PicktherightmomentAsyouprepareforyournegotiations，donotjustthinkaboutwhichargumentsyouplantouse，butconsiderwhichpointinthenegotiationprocesswouldbethebesttimetousethem.Byplanninginthisway，youwillbeabletomakeyourargumentsmorepotent.Timingisalsoimportantwhenitcomestomakinganappointmentforthenegotiations.返回下一页上一页Module2NegotiatingSuccessfullyForthingsthatareconsideredtobeespeciallyimportant-toyou，youremployeesoryourcolleagues-youshouldalwaysmakeaseparateappointmenttodiscussthem.Aseriousandexecutabledecisioncanseldombemadewhennegotiationsarehurried.返回下一页上一页Module2NegotiatingSuccessfully3.Befairandobjective、Whennegotiating，keepcoolanddonotletyouremotionsgetthebestofyou.Ifyourproposalorpositionleavestheotherpartyannoyed，donotconsiderthistobeasignofsuccess.Infact，thisusuallymeansyouhaveputabarrierinthewayofaresolution.Statementsthatstartwith，“Youare…”or“Youhave…”oftenmaketheotherpartyfeelasthoughtheyarebeingattacked，返回下一页上一页Module2NegotiatingSuccessfullyandtheymaytrytojustifythemselvesinresponse.Thesestatementsoftencreatedefensivebehaviorthatinhibitscooperationandencouragescompetition.Ifyoufeelprovokedorinsultedbytheotherparty，changethesubjectandaddressthenegotiationclimateratherthanthesubjectmatter.Iftheotherpartytriestointimidateyoubyshoutingortomakeyoupitythembycrying，thebestthingtodoisnotreactatall.Instead，takeabreak，返回下一页上一页Module2NegotiatingSuccessfullywaitforalittlewhileandresumeatanew，uncontroversialorsharedpointinthediscussionasifnothinghadhappened.Ifyoufeelyourselfstartingtogettooemotionallyinvolved，takeadeepbreath，countslowlytofiveandthenreply.Anotherwaytomanageyourangeristothinkofsomethingpleasant.Oneofthebestvisionstouseforthispurposeisamentalpictureofabeautifulsunsetabovethewhitesandsofadesertedbeach.返回下一页上一页Module2NegotiatingSuccessfully4.“I”&“We"Usetheword“I"whenyouarestatingyourownconvictions.Ontheotherhand，ifyouaretalkingaboutperformance，alwaysusetheword“we”(“Wehave…”，“Weare…”，“Wethink…”)becauseeveryoneknowsthatawholeteamstandsbehindacomplexproject.返回下一页上一页Module2NegotiatingSuccessfullyOntheotherhand，whentalkingaboutdefeats，use“I“(“Iamdisappointedthat…”，“Iwonderwhy…”).Itislessthreateningforsomeonetohearyourindividualopinionthantobeconfrontedwith“westatements"thatsoundlikeaccusations.返回下一页上一页Module2NegotiatingSuccessfully5.“Visualize"yourargumentsDon'tjustmakeclaims，butmakeyourideasclearwitheasetofollowsteps.Youcandothisbyusingcharts，graphs，ordiagrams，orbyusingaflipchartoroverheads.Thesevisualaidsmakeyourargumentsandyourcalculationseasiertounderstandandaccept.返回下一页上一页Module2NegotiatingSuccessfully6.AlliswellthatendswellAttheendofthenegotiations，summarizewhatwasdiscussed.Repeatalloftheimportantpointsthatwereagreedupon.Thosepointsthatarementionedattheendusuallystickbestinpeoples'minds，andbothpartiescanwalkawaywiththeknowledgethattheyhavereachedasolution.返回下一页上一页Module2NegotiatingSuccessfullyWhenagrouphasbeeninvolvedinthenegotiations，itiswisetoputtheseagreementsonaflipchartforalltoseeandacknowledge.Inthecaseofapersonaldiscussion，afollow-upmemoconfirmingtheagreementisappropriateandminimizesthepossibilityoffuturemisunderstandings.返回上一页下一页Module3SomeBasicEtiquetteforNegotiationInordertoavoidmisunderstandingsandvagueness，andeffectivelynavigatetheotherpartythroughthenegotiations，therearesomebasicetiquettesthatyouneedtokeepinmind:返回下一页上一页Module3SomeBasicEtiquetteforNegotiation1.Listenattentively，askquestionsConcentrateontheotherparty'sbodylanguage.Byleaningforward，makingeyecontact，noddingyourhead，andby“um-m-m-ing”and“ah-a-a-ing"yousignalyourinterestinwhattheotherhastosay.Alwayslistenuntiltheotherpartyhasfinishedtheirlastwordratherthanstartingtothinkaboutyourowncounterargumentassoonastheybegintalking.返回下一页上一页Module3SomeBasicEtiquetteforNegotiationBeingpatient，talkingless，andwaitingareoftenthekeystoamiracle.Yoursilenceallowstheotherpartytoexpresstheirideaswhichwillnotonlymakethemfeelasthoughtheyarebeingtakenseriously，butwillalsogiveyoutimetogetanoverallgrasponthesituation.Whennegotiating，youwillstaminaandenduranceusuallycountthemost.Askquestions，ratherthansimplyinterpretingastatementinthewayyoubelievetohaveunderstoodit.返回下一页上一页Module3SomeBasicEtiquetteforNegotiationWhenasking，usecertainkeywordsthattheotherpartymentionedintheirlaststatement.Donotacceptallproblemsthatgetsentyourway，butfigureoutawaytosendthemback.Problemsoftenarenotasseriousastheyseematthebeginningofnegotiations.Trytoput“problems"asidesothatyoucanconcentratemoreongoalsthatarepracticalandachievableuntiltheheathasgoneoutoftheargument.返回下一页上一页Module3SomeBasicEtiquetteforNegotiationBytheway，youshouldknowthattheword“problem"isfrowneduponintheGermanbusinessworld，anditshouldbeavoidedwheneverpossible.Usetheword“Schwierigkeit(difficulty)”instead.Thiswordleavesmoreofanimpressionthatthesituationcanbesolved.返回下一页上一页Module3SomeBasicEtiquetteforNegotiation2.Repeat，andsummarizeRepeatbasicstatementsthroughoutthenegotiationprocesssuchas，“So，Iunderstandthattomean…）Thisletsothersknowthatyouarepayingattentiontowhatisbeingdiscussedand，whenyouexpressissuesinyourownwords，youensurethatyouhaveunderstoodcorrectly.Avoidmakingyourowninterpretations，judgmentsorallegations.返回下一页上一页Module3SomeBasicEtiquetteforNegotiationRestatingaproposalorpositionalsohelpsbringfocuswhenthediscussionhasstrayed.Repetitionalsohasotheradvantages:.Ifyoudonotwanttoreplytoaquestionimmediately(oratall)，repetitionwinsyoumiretime..Ifsomeoneistalkingtoomuchbutsayingverylittle，repetitionwillallowyoutocapturethegistofwhatthepersonistryingtosayandrefocusthemonthesubject.返回下一页上一页Module3SomeBasicEtiquetteforNegotiation.Ifsomeonesayssomethingvagueorconfusingyoucanrepeatorrestatewhattheyhavesaidtohelpclarifyyourunderstanding.(“Sobasically，youaresayingthat…”).Ifmanydifferentargumentsareathand，restatementallowsyoutoprioritizetheissues（“Sothemostimportantthingforyouseemstobe…”）返回下一页上一页Module3SomeBasicEtiquetteforNegotiationByrepeatingwhatsomeonehassaid，youoftenleadthemtosupplyadditionalarguments.Therefore，ifyouwanttogetadditionalinformationfromtheotherparty，youmayfindthismethoduseful.Puttogetherasummaryattheendofeachnegotiationphase.Summarizewhatwasagreeduponandwhatneedsfurtherclarification.返回下一页上一页Module3SomeBasicEtiquetteforNegotiationThissummarywillallowyoutorefertothemainpointsofthenegotiations，structuretherestofthenegotiationprocessandprovideabasisforthenextdiscussion.返回上一页下一页Module4SkillfulQuestionsinNegotiationSkillfullyformedquestionsshowthatyouarelisteningattentivelyandthatyouaretryingtofigureoutthemotivesandthebackgroundbehindtheother'sargument.Theyalsogiveyoutheopportunitytothinkthingsthroughandtoelegantlychangethedirectionofthediscussion.Dependingonthereplythatyouwanttoelicitoutoftheotherparty，youcanworkwithdifferenttypesofquestions:返回下一页上一页Module4SkillfulQuestionsinNegotiation1.OpenquestionsOpenquestions，suchas，“Whatargumentsarethereagainstmysuggestion'?"encouragetheotherpartytoexpresstheirviewsandtotellyouwhattheyknowabouttheissue.Itmakesthemostsensetoaskthistypeofquestionatthebeginningofadialogueinordertogetintoatopicandtouncoverasmuchinformationaspossible.返回下一页上一页Module4SkillfulQuestionsinNegotiationOpenquestionsalmostalwaysbeginwith“how"，“what"，and“why"，andcannotbeansweredwithasimple“yes"or“no".2.ClosedquestionsClosedquestionsarethosethatcanbeansweredwith“yes"or“no".Theyaremostsuitableforclarifyingissuesandconcentratingthediscussiononimportantpoints.返回下一页上一页Module4SkillfulQuestionsinNegotiationHowever，ifyouaskseveralclosedquestionsinarow，towhichtheanswersare“yes”，thentheotherpartymayfeelintimidatedandreactaggressively.3.SuggestivequestionsSuggestivequestionsareoftenlead-instoassumptionsormanipulations.Considerthequestion，“Youwantustoexpanddon'tyou?”Insuchcases，theoneaskingthequestionisseldominterestedintheotherparty'strueopinion.返回下一页上一页Module4SkillfulQuestionsinNegotiationThebestwaytohandlesuchquestionsisnottoreplyortoreplywithacounterquestion.4.IndirectquestionsIndirectquestions，otherwiseknownastrickquestions，areoftenusedinjobinterviews.Forexample，“Howwouldyourbestfrienddescribeyou?"Whenitcomestothesequestions，youmustbeextremelycarefulwithyourreply，andanticipatesuchquestionsinadvance.返回下一页上一页Module4SkillfulQuestionsinNegotiationWhennegotiating，usethequestion，“Whatwouldyousuggest?"asoftenaspossible.Thiswillnotonlysatisfytheotherparty，butwillsendthemessagethatyouareinterestedandlistening.Italsohastheadvantageofgivingtheotherpartytheopportunitytoexpresstheiropinionormakesuggestions，whichhelpstobuildafoundationofmutualrespect.返回上一页ABCforYouSomeTipsforBusinessNegotiatorsHerearesomepointersforbusinessnegotiatorsintheirbusinessnegotiations:1.UsecleverphrasesTokeepthenegotiationsfromrunningheadlongintoabrickwall，donotalwaysreplydirectly，butformyourargumentswisely:.Transformtheargument:Insteadofsaying，“Iseethisdifferently…”youarebetteroffsaying，返回下一页ABCforYouSomeTipsforBusinessNegotiators“Youare