Teach you a skill that everyone needs and can master: negotiation. Before I say anything, I'll tell you a recent actual battle with it. ?
A friend (hereinafter referred to as "A Jun") experienced it twice in a health center, and then went to get two cards. If it's just like this, it's nothing, but she found out afterwards that she was on the business routine, full of potholes.
Pit one, strong promotion. It is reported that Mr. A was reluctant to apply for a card at that time, but he was finally defeated by threats and inducements from sales staff and technicians. At that time, people bought goods, perhaps more to clean their ears and free themselves from their inner struggles. If you really want to do something, you probably don't need what others say, and more importantly, you are anxious with whoever others stop you.
Pit 2, service deviation. Card categories are consumed by times, totaling *** 10 times. A jun spent money after finishing the card, but when he checked out, he said he had to cross it off three times, because the service was charged according to his body parts. When I heard it, I felt that my mouth was full of blood. What limits my IQ?
Pit 3, lack of responsibility. The guest is still unwell, let her go on and say that it is good to do it several times. The hospital always tells me to prescribe medicine. If there is any special reaction, stop taking the medicine immediately. I don't know if they treat their bodies like this, regardless of their own resistance, and resolutely carry on. After all, one day their bodies can't stand it, and then they realize that their bodies have told you the answer.
In view of this situation, I can't stand it. After confirming her idea of returning the card with Mr. A, I began to make some preparations for the negotiation. On Friday, I briefly consulted the company's legal affairs. On Saturday morning, I listened to three books about negotiation: Negotiation Power, Advantage Negotiation, and Negotiation Thinking Technology, and consulted relevant materials. Then I went to the store and talked with the person in charge in the afternoon.
The whole negotiation achieved the results we wanted, which was quite refreshing. Then I'll tell you what's going on
What is negotiation?
Before talking about negotiation, you should know what negotiation is and how it is different from conversation. The so-called negotiation is actually a way of communication between the two sides in order to achieve their own goals. Different from conversation, its core is discussion, not simple chatting.
Why negotiate?
An irreplaceable ability. Just like you are in trouble, you should learn to achieve your goal through negotiation, instead of asking like a child.
Booster for work and life. In order to achieve the same goal, we should be prepared to fight side by side with those who disagree with us, and negotiation is the necessary means to achieve the goal.
Replaced by artificial intelligence. In the future, computers can replace a lot of human work, and only "work with negotiation" can survive, so it is very important to learn to negotiate.
How to negotiate?
Have a basic mentality
Distinguish people from things. As we often say, things are different, but things are substituted into the scene, not what kind of person the other person is. When negotiating with the other party, although the other party has been making excuses, it is unwilling to return the card, saying that the application company needs sufficient reasons, and at the same time, please ask Mr. A to reconsider or experience other services. We didn't agree with what the other party said, and we didn't say why the other party was mercenary, because everyone had the psychology of hating loss. For what has been gained, the pain of losing again is twice as great as that of getting it, so we understand.
Just say your feelings and don't refute each other. When the other party says that one card is 2000 and two cards are 4000, there is no need to return them. Instead, I said my feelings: "Under normal circumstances, 4,000 yuan is nothing, but now the situation is a bit special. At present, Mr. A spends a lot of medical expenses on treatment every week. If he uses social security, he will be fine. The problem is that her social security is interrupted and can't be used for the time being, so we are a little worried and want to spend our money on the cutting edge. After listening, the other party also expressed understanding, and then did not talk about the amount.
Negotiation on the principle of use
Never accept the first offer. Halfway through the negotiation, the other side came up with a solution. She suggested that the card not be returned. She gave us 1000 yuan privately, but we didn't accept it. Just like when you buy something with uncertain price, you quote 1000, and the other party immediately accepts it. At this time, your mood is complicated, and the other party agreed so quickly. Is something wrong or something? So don't accept the first proposal.
BATNA (the best alternative to negotiating an agreement)-the best alternative to the proposal under discussion. Before the negotiation, we have decided the alternative, because Mr. A has handled the card twice, and the time is different. One of them has been more than 15 days. According to the provisions of the Law on the Protection of Consumers' Rights and Interests, if it is more than 15 days and there is a need to explain the reasons, it will be returned unconditionally within 15 days. So what we are thinking is that if both cards cannot be returned, the bottom line is that one of them must be returned.
Analyze the interests behind the position. What the two sides negotiated was not the position, but the interests behind it. Ask more why and find out the real problem of the other person. When we rejected the other party's offer of 1000 yuan, we showed the alternative plan, but the other party hesitated and found that it could be returned after further excavation, but it would have to wait until after the end of the month, because they needed performance appraisal at the end of the month, and now the formalities would affect it. I told her, and we agreed that it doesn't matter if we reach an agreement. (Note: It is best to record the whole process. Later, I want the other party to write it down in black and white, but the other party doesn't want to. Then I told her it didn't matter, because I recorded it, so she blushed. )
Black and white face strategy. In this negotiation, my friend and I made good use of the black and white face strategy. I accompany the white face and she accompanies the black face. When another person talks to my friend, she is often rejected. When she talks to me, her attitude is much more relaxed, so she is willing to accept what I say.
? Misunderstanding of negotiation
Impose one's position on others. No one has his own position behind him, and there is no need to try to change the other's position, because it is really difficult. However, if you understand that the interests are behind your position and dig out the interests that the other party cares about, it will help your negotiation.
The more benefits, the better. This is not right. Negotiation is not a zero-sum game, but an intermediate value that all parties are satisfied with. Therefore, blindly pursuing too much may undermine the negotiations. Just like having 1 000 yuan, you can get it smoothly only if both parties agree on how to divide it. You took 9,999 yuan, and the other party took 65,438 +0 yuan. The other party would rather not take 65,438 +0 yuan than let you get 9,999 yuan. The best way to distribute is to take half each.