Negotiation

Transcription

Negotiation

I-trade
International Business
I-business negotiation
Intercultural communication
19.5.2016
International Business Negotiation
1
Business negotiation
Negotiating of most two, but even more parties - business partners, represented
individually or as a team, with the aim of closing the sale (make a good deal).
I-trade
Form and content
Achieving the goal is affected by both the form and the content of
business negotiations and its components. Form and content are
sometimes difficult to distinguish, the correct ratio of form and
content is difficult to ascertain ( "Form and content is one body")
and often varies at a similar outcome.
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Components of Business Negotiation
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The negotiating parties
Subject of negotiation
Course (way) of negotiation
Circumstances of negotiation
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Partner sides (from the "I" perspective)
1. I or my team, my position in it
2. Customer (partner!) - an individual or team
Subject of negotiation
Product, merchandise, commodity, service, marketable goods, which mostly
one side sells and the other side buys.
Course (way) of negotiation
Communication method in the context of business negotiations, the methods
and means used by partners to achieve a good deal.
Circumstances of negotiation
Place, time and other circumstances in which a good deal occurs.
Good deal
Arises when the form and content of a business meeting and its individual
components occur at a rate favorable for at least one participant behavior
(win-lose), preferably for two or all (win-win).
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1. What do I think is assertiveness?
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2. What do I think is important to make a good deal?
3. What is more important for business meetings, form
or content?
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Human personality consists of his:
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Intelligence and creativity
physical and physiological equipment
emotional equipment
moral - volitional qualities and character
communication skills
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Assertiveness
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Assertiveness is not only the ability, skill, means of
communication.
It is a natural expression of one's personality.
Assertiveness is a proper understanding of own personality and
its free, but also fair and reasonable application in
communications with other personalities in touch with their
qualities, abilities and skills.
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Assertiveness - stop to manipulation
Styleof manipulation related to the type of personality.
Characteristic manipulative personality styles:
Dictator
Wretch
authoritative boss, a stern father, pushing through supremacy
highlighting the handicaps, presentation feelings of inferiority
Arithmetician
Ivy
Tough Enough
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targeted, quickly estimates, "counts" the easiest way to goal
pretended addiction, parasitic tendencies, hypochondria
rudeness, Savage, shouting
Most dedicated, sweetest, kindest
Last justice
Dad mom
Racketeer
proclamation of his dedication, love, goodness
a man without faults, control, criticism, effort induce feelings of
responsibility and guilt
„ Mom monkey ", concern for others against their will
I am your protection, but you have to serve and obey me
(Tomáš Novák, Věra Capponi – Asertivně do života - Shostormova dělení)
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Empathy
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Empathy is a person's ability to see, think and experience the
matter, the problem situation, the plot from the position of
other interested human or humans.
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Communication
Way of communication between at least two persons in order to facilitate
understanding.
In this sense, it is always a transfer of information - verbal (speech or
in writing) and nonverbal.
Communication level is higher, the higher the capacity of processing,
transmitting and receiving information, communicating people have.
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How to please people?
1. Inquire about the people sincerely.
2. Smile.
3. Remember the names of people and engage them.
4. Be attentive listeners.
5. Talk about everything that is interesting for another.
6. Honestly make partner feel that he is important person.
(Dale Carnegie - How to Win Friends and Influence People)
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Negotiation
Kind of communication between at least two persons or groups with different
goals, which leads either to meet the target of one of the parties or one of
the groups of persons or to the solution, which at least partly fulfills the
aspirations of both or all of the persons or groups of persons who are
involved. In negotiating
It's here again, the transmission of information - both verbal (speech
or in writing), or nonverbal.
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Negotiation result is the better, the more suitable personalities are
negotiators, or the higher the ability or skill for negotiation, thus
transmitting and receiving information, communicating people have.
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Significant elements of a good negotiator
Active listening
Willingness to listen to the speaker, while expressions of interest for its
theme - a nodding, no jumping into speech, eye contact, posture
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The technique of asking questions
The impetus and motivation to improve his talkative and our active
listening
Art of clear argumentation
If the partner uses the technique of asking questions is a good to
answer concisely
Nonverbal Communication
Assertiveness and empathy
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Communicating without words
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Situation - offer of goods, products
Person 1: Hello
Person 2: Hello
Person 1: I have an offer for you - a very interesting product.
Person 2: I am not interested your offer at all!
Person 1: Believe me, is it worth to look at it.
Person 2: O.K., come to show me, but I am not promise
anything.
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Sincerity
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Handshake:
dead fish
roll eyes
strong grip
long shake
politician's gesture
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Voltage, greater resistance
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Superiority
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Fear of performances
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Boss gesture
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Hand movements on the face and around:
around the mouth
rubbing nose
touch the ears
sniffing ties
Sliding glasses
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Lack of interest
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Disagreement
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Thinking, decision making
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Nervousness among strangers, imaginary protection
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Anger, hostility
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Tensions from ignorance of others
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Interpersonal zones
Intimate zone (50 cm) - disruption evokes negative feelings
Personal zone (50 cm to 1.5 m) - friendly zone
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Social zone - zone of gap - the boss, unfamiliar surroundings
Public zone - the distance during public appearances
Interpersonal distance zones may differ or vary depending on the social environment,
ethnicity and cultural traditions, but also the personality of the person
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Ten Commandments of a good negotiator
One of the prerequisites for success in negotiations is a healthy self-esteem in a
spirit of assertiveness.
Empathy is an important tool in negotiations.
It is good to customize the image of both the situation and the partner.
In active listening, show verbally and nonverbally interest in what a partner says,
encourage him (not to overdo !!!).
Be prepared for a similar approach from the partner and well argue in replies.
Load as much information as possible.
Your nonverbal expressions should reassure the credibility of your verbal
expression.
Nonverbal expressions of partner give you important information about him, his
mood and approach to the negotiations.
Keep reasonable, but also appropriate interpersonal zone.
Keep the steadiest eye contact, handshake should be sufficiently strong and direct.
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Types of Negotiation in Terms of Outcome
WIN - WIN
Both partners have after completion of negotiations sense of victory and are ready to act again.
After subsequent evaluation of individual negotiation the "win" is either confirmed.
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WIN - LOSS
One of the partners proceed consciously and unconsciously to the concession, concluded
disadvantageous agreement ,loses.
LOSS - LOSS
Both partners try to win, never give up, both lose, or the agreement is not objectively possible to
conclude, also losing both.
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Phases of business negotiations
1. Preparing a business meeting, a possible pre-negotiation (and
correspondence)
2. Opening and beginning of the meeting, a formal introduction,
greetings, „small talk"
3. Mapping of the situation, the presentation of opinions
4. The core discussions / negotiations, seeking an agreement, the
issue of concessions, resisting to oppositions
5. The conflict of opinions, the crisis escalating conflict
6. Conclusion of negotiations, the end of a business meeting,
agreement on a good deal (signing the contract), deferred a
decision on the agreement, disagreement
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Preparing a Business Meeting
Preparation before negotiations (also by previous negotiation):
- postal
- representative
- references
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Formal (organizational) Preparation:
WHERE? Place (at home company, at partner, neutral place), who chose, image of
negotiators should correspond to the location and partner at the same time
WHEN? Time to start negotiations, how long, the time negotiations circumstances
Who and how many people? The composition of the negotiating teams,
competence and authority members, bilateral or multilateral negotiations
Content (material) preparation:
professional and information preparation (documents, sources, materials)
SWOT analysis
Identifying targets, including the determination of the limits of agreement concessions
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Coping with Intercultural Differences
I-trade
Foreign culture – you need to be familiar with, admitting there are still differences,
identify, describe, explain and understand them.
Foreign culture should be respected, you should accept differences, should not present
own culture as superior.
In relation to foreign culture should be taken positive steps, trying to find solutions, to
promote mutual understanding, sacrifice little, which in a foreign culture means a lot.
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I-trade
https://sevendimensionsofculture.wikispaces.com/Trompenaars'+Seven+Dimensions+of+Culture
http://references4u.blogspot.cz/2012/07/trompenaars-and-hamden-turner-cultural.html
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I-trade
http://usdkexpats.org/theory/hofstedes-cultural-dimensions
http://www.hpocenter.nl/scientific-studie/the-relation-between-hofstedes-cultural-dimensions-and-the-hpo-framework/
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I-trade
http://www.slideshare.net/xixie/cultural-standards-ver30
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Some Concerned Definitions
Social Interaction
The process of mutual impact (response, influence) of an individual and another person
or group
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Perception
Mutual perceptions of people, a process in which people receive information from the
environment and processes them to their interpretation (selection of received ideas and
their organizations)
Interpersonal Perception
Registration of manifestations of other individual and creation a "picture" of the
personality of another person, which allows an adequate understanding and
interpretation of his behavior in his psychological, cultural and social dimensions. It is an
eminently subjective process, during which we do not perceive each other, who we really
are, but on the basis of recieved information, we create a picture of his personality.
Social Communication
Tool, a means of social interaction - the process of communicating information and
experiences
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Phases of an Interpersonal Perception
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Seeing some signs of another person.
Categorization of the observed facts and assign characteristics
The final interpretation of the expressions of other people.
Connecting with own association rules
When we are meeting people from other countries and cultures it is very
important to have enough information about their culture, to interpret
them correctly, thus avoiding mistakes!
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Czech Culture, or Who Are We?
A Few of Own Observations
History of Czechs – frequent incursions of foreign troops from all sides (mixing
of nationalities from south, west, east, north). They forced their foreign power
models, but often with a short duration.
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We often say that we are Slavs (Slavics), but we always add that Western ones.
Czech language during its history almost disappeared.
The Czech Republic has always been of interest to both - Germans and Russians.
Czechs staying in CZ are mostly not very active but abroad they can quickly learn
and acquire their skill to develop.
Golden Czech hands (technical knowledges and experiences and manual skill).
Czechs do not like to manifest themselves, but it is rather cautious than lack of
courage. Czechs are quite conservative people.
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Czech Cultural Standards
(from the German point of view)
Standard # 1
Relationship to structures (plans, rules, regulations, norms, and
standards), improvisation and flexibility
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Do not worry, we'll do it somehow...
In the eyes of the Czechs the structures do not organize things, issues, job,
but the people, workers.
As the higher perceived quality is considered the ability and willingness to
improvise.
This does not mean rejection of formalities.
The rules are taken as a framework, not a destination.
Our culture can be seen as re-active, not pro-active. We react, we have a
sense of improvisation, of quick solution, of crisis management.
NOVÝ, I., SCHROLL-MACHL, S.
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Standard # 1
(features)
1.
2.
3.
4.
5.
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Distrust of universal rules, formalized procedures and standards
We are not „trained monkeys…“
Ingenuity and improvisation
I should be able to cope…
Quality
When it works, it's good. Perfectionism is just an unnecessary delay…
Adaptability and ability to learn
I do not only quickly learn, but also adapt quickly…
Generosity and effort to be a matter of
We overlook unimportant things…
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Standard # 2
Focusing on Social Relations
He is not very nice person, sympathetic, I do not know if I will be able to cooperate with him...
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Czechs pay primary attention to the sympathies and relationships, rather than to factual content.
1. At beginning of negotiation Czech pays enough time to knowing each other
2. Czechs are moderate in behaviour and do not show emotions but they are important in our
communication space
3. Well-known person and good friend is more than a regular customer
4. At the beginning of negotiations, we are reserved, cautious, distrustful
5. WE have a low social handling capability, competence with negative information. We hate
conflicts, we want to avoid them.
6. Czech particularism is higher than in the German culture, lower than in Romanesque. We do
not act in the same way with everyone.
7. Czechs work more for their boss than to fulfill the task.
8. Czech can accept a lower salary for some irracional reasons, for instance because of the good
working team
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Standard # 3
Diffusion
Everything is connected…
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1. Diffusion of work and leisure
Overall productivity of Czech workers is comparable to the Germans, even higher, but
during the work shift is highly variable.
2. Diffusion of rationality and emotionality
Emotionality is an important part of life, as well as work. They can not be separated.
3. Diffusion of work roles and personality
Every Czech worker has an original idea, own rules, how to fulfill a specific company
standard
4. Diffusion of formal and informal structures
For Czechs is typical a full development of informal relationships within their work
position
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Standard # 4
Strong Communication Context
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I keep on saying them something, but it's completely useless, they
do not understand…
Czech culture puts extra weight on the indirect, implicit
communication.
A lot of information has to be understood by partner without saying
it.
Sometimes Czechs do not tell things directly, they use symbols. Even
a dose of humor and irony.
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Standard # 5
Fluctuating self-esteem and self-confidence
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Everything is a problem and can not do anything – versus Nothing is a problem and let’s go for it.
Sometimes Czechs have a very low self-esteem,
sometimes over-valuate own abilities.
Trying to find many various reasons why it is not possible to solve
the problem.
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Standard # 6
Polychrony of time
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Impossible will be finnished tomorrow, miracles in three days…
„Cooler“ handling tasks, which to be fulfilled in a certain time
period.
This does not mean that they are not met at all. Often Czechs
leave things to the last minute, then they pay them day and night.
Minor delays are normal.
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Cultural differences, which is good to follow in BN
Cultural factors influencing the behavior of people from different countries:
Personality (individualism versus collectivism)
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Interpersonal distance
Verbal and nonverbal communication
Dress and Appearance
Food and dining
Time and its understanding
Relationships between people within a culture (to the olders, to women ...)
Norms and values (honor, morality, propriety)
Faith and attitudes
Mental process (logical reasoning versus intuitive approach)
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Summary
Business negotiation
Assertiveness, empathy
Communication and manipulation
Intercultural dimansions and standards
Czechs
A way to work with cultural differencies
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Assignments (to final presentation):
1. Prepare meeting with Czech customer
2. Describe your cultural differencies
3. Describe your interaciton with Czech culture
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Czechs are „laughing beasts…“
It might mean „unpredictable“…
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Yes, I agree but…
Karolina
Kurkova
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Petra
Nemcova
Eva
Herzigova
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Yes, I agree but…
Paulina
Porizkova
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Tereza
Maxova
Simona
Krainova
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…we are also nice people.
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Tana
Kucharova
Alena Seredova
and…
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Negotiation

Transcription

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