How to Deal with Difficult Customers
To hear some salespeople and service representatives tell it, difficult behavior from customers is at an all-time high. Stories of demanding customers proliferate in the press and … Read How to Deal with Difficult Customers
Persuasion Tactics in Negotiation: Playing Defense
Persuasion tactics can lead us to make decisions in negotiation that we later regret. Fortunately, there are strategies available that can help us avoid being taken for … Read This Post
The Negotiator’s Dilemma: How MESOs Help You Create and Claim Value
What are MESOs in negotiation? Learn how multiple equivalent simultaneous offers help you create and claim value. … Read This Post
BATNA in Negotiation: When the “Stronger” Side Isn’t So Strong
Learn how BATNA shapes negotiation power—and how Disney’s 2015 theater dispute reveals four tactics to strengthen leverage at the table. … Read This Post
Communication Breakdowns: When All We Can See is Red
Miscommunication often leads to impasse in negotiation. When we don’t understand what the other party wants, we can grow frustrated by their perceived lack of cooperation with … Read This Post
Negotiation Case Study: What Happened When Mark Wahlberg Asked for More
In a negotiation case study from 2018, the question of fairness in negotiation loomed large.
After actor Kevin Spacey faced accusations of sexual misconduct in late 2017, director … Read This Post
Nelson Mandela’s Negotiation Skills: Lessons in Patience, Strategy, and Moral Courage
Discover negotiation lessons from Nelson Mandela—patience, empathy, and pragmatic leadership in high-conflict negotiations. … Read This Post
In a Price Negotiation, Should You Make the First Offer?
Imagine yourself in a dilemma that only a privileged few experience: You’ve fallen in love with a dazzling, one-of-a-kind home that’s on the market without a list … Read This Post
Mediation Training: What Can You Expect?
Organizations have long recognized the value of hiring professional mediators to help resolve disputes. More and more, managers have begun to also see value in securing mediation … Read Mediation Training: What Can You Expect?
Threats in Negotiation: When and How to Make Effective Threats
Threats in negotiation can escalate conflict, trigger impasse—and occasionally lead to breakthroughs. Donald Trump’s frequent threats as U.S. president illuminate threat dos and don’ts. … Read This Post
Shuttle Diplomacy in Mediation: How Interests-Based Mediators Build Agreement
What is shuttle diplomacy in mediation? Learn how interests-based mediators use caucusing to build agreement in complex disputes. … Read This Post
Teaching Critical Leadership Skills
Running a multinational corporation, starting a small business, or leading a diplomatic mission all require critical leadership skills. Being an effective leader necessitates negotiating both within your … Read Teaching Critical Leadership Skills
