Professional Documents
Culture Documents
Strategies
Selling and buying styles
9 ( 1 , 9 ) People Oriented ( 9 , 9 ) Problem Solving
Oriented
I am customer ’ s friend ,
I consult with the customer
8 I want to understand him
and respond to his
so as to inform myself of
all the needs in his
Concern for the customers
Effective
Problem communication
solving skills
skills
Selling
Skills
Listening
Skills
Negotiation
and
bargaining
skills
Conflict management
and resolution
skills
© Oxford University Press 2005, All rights reserved. 6
Communication Skills
Communication process
Feedback
Intended Perceived
Message Message
Encoding Decoding
Nois
e
Received
Sent Message Message
Channel
Sender Receiver
© Oxford University Press 2005, All rights reserved. 8
Managing Body Language
• Personal Appearance
• Posture
• Gestures
• Facial Expressions
• Eye Contact
• Space Distancing
Listening Skills
Process of listening
Attendan
ce
Interpretat
ion
Remembrance
Evaluatio
ns
Response
Action
Paraphrasing
Clarifications
Emphatic
listening
Active Listening
Barriers to Listening !
© Oxford University Press 2005, All rights reserved. 12
Barriers to Listening
Conflict management
skills
vModels of conflict
vComponents of conflict
vThe conflict resolution process:
- lumping
- avoidance
- coercion
- meditation
- conciliation
- arbitration
- adjudication
- negotiation
Increased
group
performanc
Perceived Conflict e
Conflict handling
Antecedent Intentions Overt
Conflict
Conditions
Competing Party ’ s
Communication behaviour
Collaboration Others
Personal reaction
Variables Felt Compromising
Conflict Decreased
Structure Avoiding group
performanc
Accommodating e
© Oxford University Press 2005, All rights reserved. 18
Methods of Conflict
Resolution
• Competing: Each party pursues is own
interests, regardless if the impact on the
e other party.
• Collaborating: Both parties in a conflict
try to satisfy fully the concerns of both
parties.
• Avoiding: one party withdraws from or
suppresses the conflict.
• Accommodating: One party aggresses to
place the opponent’s interests above its
own.
• Compromising: Both the parties agree to
give up something.
Nadir and Todd in their book “The disputing
process Law in Ten Societies have identified 8
procedures used to handle conflict:
• Lumping
• Avoidance
• Coercion
• Mediation
• Conciliation
• Arbitration
• Adjudication
• Negotiation
Negotiation Skills
Situation and Timing for
Negotiations
Zone of
agreement
Buyer’s reservation
price (buyer wants
b or less) Buyer wants to
Buyer’s surplus move x down
Formulation of a Bargaining
Strategy
The Theory & Strategy of
Principled Negotiation
• Separate the people from the problem
• Focus on interests,not on positions
• Invent options for mutual gains
• Insist on objective criteria
Negotiation Tactics
• Habit I: be proactive
• Habit 2: begin with an end in mind
• Habit 3: put first things first
• Habit 4: think win–win
• Habit 5: seek first to understand, then to
be understood
• Habit 6: synergize
• Habit 7: renewal
Problem
Definition
Techniques
Specific
Solution 2 Solution 3 Solution
Solution 1
Relax Generaliz
Constraints Perceived problems e
Make an Re Statement
Opposite
Statement
Re Statement
Final problem
Statement
© Oxford University Press 2005, All rights reserved. 32
Components of a decision
on a future course of action
Situation analysis
Potential
Problem problem
analysis Analysis
Decision
Past Future
analysis
What is the How to prevent
fault future
faults?
Approval
Planning IMPLEMENTATION
through
Carry
up
Follow
Evaluation