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Tactic #44- No More Mr. Nice Guy
Summary: Taking back something that has
already been agreed to.
This tactic is particularly effective when your
counterpart is not being honest or is pushing you to the end of your
rope with excessive demands. You take something back that you have
already agreed to.
Example
Lloyd and Nancy have been renting an apartment for three years. For
about six months they have been feeling ill, but no one can figure out
what their problem is. One day while moving furniture, they find a wall
covered with black mold. After doing some research, they discover that
this mold could be what has been causing their health problems. On March
10, Lloyd and Nancy move out of the apartment and send the landlord a
notice saying that they will not return until the moldy wall has been
repaired. By March 20, the landlord has taken no action, so Lloyd and
Nancy send a letter stating that they are moving out and requesting a
refund of their deposit. When the landlord refuses, saying that Lloyd
and Nancy have not provided thirty days’ notice, they hire an attorney,
who sends a letter demanding the return of the couple’s deposit and a
refund of the rent for March as well.
Counter
A fair person would probably have quickly repaired the moldy wall or
returned the security deposit as requested, and therefore would not need
any counter to this tactic. However, looking at the negotiation from the
landlord’s point of view, he could try asking if the couple would be
satisfied if he fulfilled the original request for a repair. Another
option would be to show how he has been working on solving Lloyd and
Nancy’s problem (collecting bids for the repair, etc.). Or he can agree
to the lawyer’s demands but try to gain something in return, using the
Trade-off Concession: “I will agree to cut a check for March’s
rent and the security deposit if you will sign an agreement not to hold
me liable for any future illnesses.”
This tactic is one of 101 strategies and tactics
featured in The Only Negotiating Guide You'll Ever Need, by
Peter Stark and Jane Flaherty.
Ask the
Negotiator
Dear Peter,
I work in an environment where I have to negotiate with third
parties every single day. The problem is that I am sometimes
expected to tell them news they do not want to hear and absorb their
insults as a result.
It is however, still expected of me to deliver this bad news in such
a way as to not disappoint them. Is there any way in which to
approach these people, to help them take the news better and how do
I tell them no, when they keep insisting, even after I have given my
final answer.
I hope you can help.
Regards,
Rian
Dear Rian:
Whenever you need to deliver bad news, there are a few actions you
can take that should make the "nasty news" pill a little easier to
swallow. First, be honest, be direct and don't couch your
information for fear that the other side will not be receptive.
After you have made your cordial introductions, look at your
counterpart in the eye and say, "I need you to know, there are two
points I need to convey. I know that some people in the past may
have watered down the message, but I feel you would want me to be
honest and direct. The two points are..."
Second, I recommend you practice delivering bad news so it comes
across with confidence.
And third, if your counterpart insults you on the delivery of bad
news, I encourage you to address the disrespectful behavior. I would
say something along the lines of: "I have passed along an important
piece of information. I perceive your response to be very
disrespectful to me. Most people who communicate with me do not feel
a need to be nasty and disrespectful. You do, and I was curious as
to why?” The reason the last tactic is so successful is that deviant
people hate to explore their own behavior. Using these three tactics
takes confidence. So, practice, practice, and practice some more.
Counterparts are not as rude or disrespectful to counterparts who
have confidence.
Best
Regards,
Peter
Ask the
Negotiator - Are you involved in a
negotiation and not sure what strategies or tactics to use?
Send in your toughest negotiation
challenge and our team of expert negotiators will outline a specific
plan to ensure your success. Please send your negotiation
challenge to mailto:patti@pbsconsulting.com.
If your challenge gets published, we'll send you an autographed copy
of The Only Negotiating Guide You'll Ever Need, by Peter
Stark and Jane Flaherty ($14.95 retail)
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To view this month's issue of The Master
Negotiator, the premiere on-line newsletter for negotiators,
follow this link:
The Master Negotiator, Volume 2, Number
10 Trustworthy Negotiations
To view previous Negotiating Tactics of the Week,
follow this link:
Negotiating Tactics of the Week
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