How to Assert Your Interests
In this video, you’ll see someone skilfully asserting their interests. What interactive speaking techniques does the CMA representative use best?
How to Dig for Interests part 2
In this video, you’ll see the use of strategic questioning to respond to a positional demand. What techniques does the CMA representative use to dig for the client’s interests?
How to Dig for Interests part 1
In this video, you’ll see the use of strategic questioning to respond to a positional demand. What techniques does the CMA representative use to dig for the client’s interests?
What Not to Do: Bargaining Dance
In this video, you’ll see a more passive reaction to a positional demand. What are the risks/benefits of this approach?
What Not to Do: Unconstructive Response
In this video, you’ll see a more aggressive reaction to a positional demand. What are the risks/benefits of this approach?
Setting the Scene: the Demand
In this video, you’ll see the setup of a common negotiation challenge – the positional demand. How would you react in this situation?
How to Use the Conflict Ladder in Conversation
In this video, you’ll see an example of a difficult conversation that includes both relational and substantive issues. Look out for how the parties walk ‘up’ and ‘down’ the Conflict Ladder, enquiring about data, assumptions, emotions, and behaviours.
How to Deal with “Chill”
In this video, you’ll see an example of how to handle the “chill” in a difficult conversation. How does the manager facilitate a constructive conversation in spite of this? What does he do to engage his direct report?
How to Deal with “Heat”
In this video, you’ll see some examples of how to reduce the “heat” in a difficult conversation. In the first take, what did the customer service agent do wrong? In the second video, what changes improved the impact on the customer?