European Management Center

NEGOTIATING WITH NORTH AMERICANS!

In a meeting, the participants will proceed with business usually after some brief, preliminary “small talk” about topics unrelated to the business at hand. This is generally practiced to ease tensions and create a comfortable environment before entering into business matters. Topics may range from sports, weather, or other smaller business topics. Personal matters should not be discussed during this time, or any time in the negotiation.

Americans tend to dislike periods of silence during negotiations and in conversations, in general. They may continue to speak simply to avoid silence.

In general, people from the U.S. will not hesitate to answer “no”. Business people are direct and will not hesitate to disagree with you. This communication style often causes embarrassment to business travelers who are unaccustomed to dealing with Americans or direct communication in general.

Persistence is another characteristic you will frequently encounter in American business people; there is a prevailing belief that there is always a solution. Moreover, they will explore all options when negotiations are at an impasse

Usually, business is conducted at an extremely fast pace.

Regardless of the negotiator, company policy is always followed. Though they are risk- takers, American business people will also have a financial plan, which must be followed.

Americans regard negotiating as problem solving through “give and take “based on respective strengths. Therefore, they will often emphasize their financial strength and/or position of power.

In negotiations, points are made by the accumulation of objective facts. This evidence is sometimes biased by faith in the ideologies of democracy, capitalism, and consumerism. The subjective feelings of the participants are not as much of factor. Therefore, they will not spend much time seeking consensus.

Often, American business people try to extract an oral agreement at the first meeting.

However, U.S.salespeople sometimes brings final contracts to first meetings with prospective clients. In large firms, contracts under $10,000 can often be approved by one middle manager in a single meeting

ACTIVITY: Listen to tape

    Turning conflict into a positive force for communication

There is often a natural atmosphere of conflict when big changes are suddenly

Announced to the workforce

        Sorry Folks! We have some bad news!!!

       “Your job is changing”

      “There will be no bonuses this year”

       “We will be implementing a complex new software system”

       “We are merging…with a former competitor”

Sound familiar? The truth is, most managers dread having to deliver bad news or news about a major change. However, as we all have experienced, these types of announcements are becoming everymore commonplace. That doesn’t mean it gets any easier or any less painful to be the bearer of bad news.

As hard as it is for managers to deliver the news, employees want to hear the straight story. Some managers may withhold information from their staff because of their own anxiety over how the staff will react. So the well-meaning manager may try to minimize the news or sugar-coat it. This is usually a mistake.

In this time of worries and conflict, this is a perfect opportunity for the good manager to earn respect (both above and below) by handling the bad news delivery in a sensitive and intelligent fashion.

Let’s use a Band-Aid (British English for this is “sticking plaster”) analogy here. To minimize the news, or just give part of the news is the slow Band-Aid approach. Remember when your mother asked you if you wanted her to take it off quickly, or slowly? Some of us were so afraid of the pain of the quick removal, we had her take it off slowly- but we found out that it hurt for a long time. We later learned that if she ripped it off quickly, it still hurt, but not for as long.

Likewise, if managers are able to get the whole story out right away – it’s still painful, but probably not for as long. More importantly, employees receive the concern and respect they deserve. They also return this respect to their management for being honest with them.

The next time you have to deliver difficult, critical information – try the quick Band-Aid removal approach. Even though your staff has to endure a difficult situation, there can be enhanced sense of teamwork and morale can be retained. Always, remind your people of the companies’objectives and explain how change supports those objectives.

Quick Band-Aid Removal

Here is a 4-step model for getting the job done with less pain and stress, and for showing respect and empathy for employees

1. What? – What is the change? Describe the change and how it will impact staff.

2. Why? – Why is this happening? Give the whole truth – nothing but the truth.

3. Show Empathy – Let the staff fullz express all of their concerns. Acknowledge and address any concerns, issues and potential problems with the change. Use feeling language to show empathy. “I know that some of you may be feeling overwhelmed with how your workload will be changing. I understand that and share your concerns. I want you to know that you have my support in what ever way you need it to help you through this challenge.”

4. Now What? – What actions do you need staff to take to make this happen? When do they need to make them? Any other next steps?

Think back to the situation with your mother and the Band –Aid. Even though it was painful, you knew she still loved you when she quickly ripped it off. You might have shed a few tears, but then, you moved on. Likewise, most change will be painful at first, but with this direct and truthful approach your staff will know that you respect and care for them.

Speech Writing Exercise:

Write a theree minute speech to announce that over the next year production must increase, with everyone working overtime to meet 20% overfill in the orderbooks. Margins are so tight extra payments can not be made for this effort. Also, for the majority of employees this will mean extra weekends and no change to take summer

Holiday this year

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