Tag: conflict and negotiation

The Fearful Art of Negotiation

On By Mona SabahIn Business, Communication, conflict, Human Resources, Management, women

According to Wikipedia and also the Merriam Webster dictionary, the word Negotiation comes to us from the Latin “Neg” = no (or negative) and “otsia” which means “leisure” or “free time.” The meaning was that businessmen had no free time for nonsense. I speak Spanish fluently and know that “negocio” is the Spanish term for “business!” So that is what the old world verbiage for denoting a businessman or woman.

I think it’s important to know where words come from and I spend a lot of time figuring out word origins – maybe it’s because English was actually the 3rd language I learned! 🙂

When you think of the term “Negotiation” in light of the definition, it shouldn’t seem too scary. YET, many business colleges and also Inc magazine, Forbes magazine and Harvard Business say that negotiations is one of the key skills many college students are missing and are fearful of.

So why is that?

The answer may be found in another word “Fear.”

Fear can come from many different places. For the women I have spoken to over the past, their fear simply lies in the lack of perception or abilities. They were never taught how to handle business without letting emotions get in the way. For me, that was NEVER the case! 🙂 Easterners learn that if you don’t haggle over every single thing in your life, you haven’t done your work. It’s not personal… in fact, it’s a big game to see who wins the most.

My dad taught me how to haggle at the markets when I was a young girl growing up in the Middle East. Haggling by men and by women is simply an expectation. If you pay full price for something, they look at you weird because you are not playing the game with them. When I moved to the United States, I was surprised to find out that some people have never haggled over the price of their automobile, their home, at garage sales or flea markets! 

My friends started taking me with them so that I could help train them the way I had been trained. Haggling is not rude. Haggling involves not being emotionally connected to whatever it is you were buying. So, how does that principle apply to the workplace?

There are many missed opportunities for negotiations. Not just in determining your salary but also your job opportunities. There are opportunities for negotiations in conflict resolution and also peace-making. There are Diplomats who work for Foreign Affairs who do this for a living! It takes some preparation (yes, you have to do your homework) and also knowledge of what you want (=goal) and what the other person may want (= realistic outcome). ASKING for what you want is 50% of the battle! Once you get that out there, it actually doesn’t take much more to get to the outcome. However, a part of the realistic outcome is being able to accept the answer “NO.”

What are some fears we need to address?

First is the Fear of Rejection – What if they don’t like me? What if they say NO?

If they say no, it’s not the end of the world. I tell my kids that the answer is already no, so if you ask, you have more of an opportunity to hear a yes! It’s the glass half-full vs half-empty. If you don’t even ask, there is zero opportunity to find out if you can or cannot do something or have something. When I worked at Campbell Soup, I was miserable in my entry level position (I had been there for a year and did not care for the redundant job). When a supervisor position opened up, I jumped at the opportunity to apply. I didn’t even get an interview for this internal position! I asked the head of HR what happened and they told me I didn’t qualify. So, I asked what I needed to do to qualify. He sent me to get some supervisory skills training, which I got done quickly. Another position came up. This time, I applied and got an interview, but did not get the position. I went to the hiring manager of the department and told him that I had applied for a position twice now and was obviously not qualified. I asked him what I needed to do and then I spent another 6 months gaining those skills. Guess what? The next time the position opened, I applied and got it. Then the next, then the next. The manager told me that none of the others who had been turned down asked him how to improve themselves or what they wanted.

You will get rejected. Get over it. It’s not the end of the world.

The second big fear is getting emotional (or anxious, or insecure, or afraid).

When you think of negotiations as business, it should take the scare factor out. Much of anxiety or insecurity comes from a lack of preparation. When negotiating salary, there needs to be research done. Present the facts. There shouldn’t be an emotional appeal or need to get upset or even angry at the other person. Dealing in business is about money and money is math. If you can present the facts in terms of numbers, you can negotiate anything – from garage sales to your salary!

Think about it. The bottom line in negotiations is win-win. The other person should have some stake in it as well. It’s not about steam-rolling the other person down with your skills – I don’t like negotiations like that. They should be respectful but firm. You need to clearly state your case. What is it you want and why? What’s in it for the other person? By the way, you are not the first (or last) person who will ask for these things. If the initial answer is no, try again. Try to ask questions as to what are they looking for?

Another recommendation is to practice negotiations. You can do a role play with a friend (if it is something you want to buy, like a car), or better yet, real life situations like garage sales. These people don’t know you. Chances are they will never see you again. As long as you are not being rude, there are many people who will be glad to negotiate on prices with you. There are other places that are also open to negotiations, like your TV provider, cell phone plan, real estate fees, any hotel, etc.

Again, do your homework to see what is “reasonable,” plan & jot down some notes, and practice. You might be surprised at how easy and (do I dare to say?) enjoyable it is!

Let’s Talk – Personality & Style

On By Mona SabahIn Communication, conflict, Family, Human Resources, Management, millennials, Teaching, Training, Uncategorized

 

My husband & I are Marriage Mentors. We developed the Marriage Mentoring Ministry at our last church and by the grace of God, are helping to create a new Marriage Ministry at our new church. It is an amazing blessing to work with couples who are either seriously dating, are engaged to be married or are newly married. We are NOT counselors, nor do we give advice. This is how mentoring differs from other things. More on that later in another post.

I have taught Business Communication for Undergraduate Business schools since 1997 – coming up on 20 years! Much of what works well for the workplace can and does work well for the home. It’s just that we tend to be more polite to those we work with than those with whom we live. It’s a fact. Familiarity adds to the casualness with which we approach relationships that are close to us. While we take care to watch our words at work, it doesn’t always happen to me at home. I am mostly talking about myself here… I don’t want to point a finger at you because when I do that, I know that four other fingers are pointing back at me (in my case, that is literally true, as I have one husband and three kids! Ha! Ha!).

I taught a Conflict Resolution course earlier this week to College Interns. They were absolutely NOT interested in the session or me, until I asked them how many of them were in a relationship. Most raised their hands and that’s when they got connected into the topic. Sometimes, we think that this stuff we are learning at work does not apply to anything other than work. When you can link things at work to home, that’s where learning becomes valuable and memorable to others.

Talking to others about personal matters is not easy. In the study of Conflict Resolution, I usually start off the session by asking them to think about how conflicts were handled in their home when they were growing up. Did their parent(s) yell? Were they passive aggressive or always trying to keep the peace? These behaviors can definitely influence how you react to conflict.

 

There are several ways you can approach conflict resolution – I also wrote about conflict & perspectives in my blog titled “Bridges, Balconies, & Burquas“. The first is to know your behavioral style. Most inventories (DiSC, Myers Briggs, Jungian, etc) are based on two dimensions: Task & People (horizontal axis) and Direct & Indirect (or in the figure, Outgoing/Reserved). There are free online tests you can take (& I encourage you to take them!) to find out how you fall into these quadrants. No matter what you take, the main questions are:

  1. Do you tell people directly how you feel about certain things or do you beat around the bush in order to spare feelings?
  2. Does interaction with others (maybe 20 min or more of talking) energize you or leave you making a mental laundry list of all the things you needed to get done in that time you just spent?

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Answers to those questions will allow you to figure out which side you land on – if you are energized with interactions with others, you will fall near to the “I” and the “S” side. If you are not, then “D” & “C” are more your style. If you are direct, you will go towards the top half of the circle and if indirect, then “C” & “S” may be more like you. Nothing is etched in stone, but knowing how you like to be approached is a good start to communicating with others.

Lack of Communication is one of the top reasons for divorce in a marriage. It is also one of the main reasons why employees leave (1. My boss & I didn’t get along OR 2. My co-workers & I didn’t see eye to eye). That’s it. It’s really that simple. When we start to see where someone might fall into the style spectrum, it’s easier to understand that them being quiet doesn’t mean they don’t like you – it simply means they are processing information & are being Contemplative! In other words, they are actually taking the time to think about what you just said! How many times do we misunderstand what we just saw in another person and shake our heads? The answer: I just did it today! 🙂

So, before you decide to say “Let’s Talk” to someone, you may want to consider how they like to be approached, how they view the world (=differently than you) and also what you may need to do in order to come to a good resolution. If we thought things through on a daily basis, maybe we wouldn’t waste so much energy in assuming a negative situation. The Bible says “Finally, brethren, whatever is true, whatever is honorable, whatever is right, whatever is pure, whatever is lovely, whatever is of good repute, if there is any excellence and if anything worthy of praise, dwell on these things.(NASB – Philippians 4:8). That is a great place to start. In addition, Proverbs 15:1 says “A gentle answer turns away wrath, But a harsh word stirs up anger.” When you watch your words and think for just a second before you speak, it can make a complete difference in the way you approach others and in return, how others approach you.

If you would like to learn more about the DiSC assessment or any of the things I wrote about, I would love to hear from you!

Bridges, Balconies and Burqas

On By Mona SabahIn Business, conflict, cultural diversity, culture, Diversity, Human Resources, Jesus Christ, Muslim, Teaching, Trust Leadership, Uncategorized4 Comments

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There are always two sides to any story. What we don’t often see is that there is a third side to the story – the community and the observers to the two parties’ argument or conversation. Conflict at its most basic is merely a differing perspective. There isn’t anything wrong with seeing things differently. That is Diversity and it enriches our perspectives. Conflict is something that comes up where one or more parties cannot understand or recognize the other person’s perspective.

This is true for religion, the global situation and negotiations between nations, at our workplace and also in our families. When we feel personally threatened, there is a friction that can come up. The story behind the situation can get lost, while we focus only on our own gains, our own viewpoint and our own needs, the perspective begins to become lopsided.

Building a bridge involves a balanced approach. There are careful measurements and an overall vision that sets the stage for the process. In order to build, both sides need to be worked on at the same time so that they can meet delicately in the middle.

While I’ve never built a bridge (physical one, not metaphorically speaking), I have crocheted socks. How in the world can crocheting of a pair of socks look like building a bridge? They both need to be worked on at the same time, by someone from the outside. This is another way to look at conflicts and negotiation. Action of one entity upon two other entities = third side (or the third party) is not a new idea.

In psychology, the third side or perspective is called the “Mediating Variable.” It helps two things that seem to be linked together to be explained in a better way. In conflict negotiation or mediation, unless you have a third party involved that can help to explain the situation clearly and ask the right questions, it is very difficult to get to a suitable resolution. Authors Heifetz and Linsky have called this to be a “Balcony Perspective.” If you are one of the actors on the stage, it will be very difficult for you to see the whole picture because you only know your part and maybe the part of the person before you and after you so you can be cued in. However, if you choose instead to see the drama unfold from the balcony view, you will be able to not only understand what is going on in front of you but also what the others are doing in the background. The entire scene becomes crystal clear all of a sudden. The same is also true for conflict and negotiation.

So before you jump into a blame game or rush into judgment of a situation, STOP. Take a ladder and climb up to the balcony. Take a fresh perspective of the scene unfolding in front of you. You might just be able to see things you have never seen before or things you were taking for granted in your everyday rush to be heard and to be placed in the #1 seat.

In my walk with Christ, I have found that building bridges between my past and helping people to understand what it was like to grow up in an entirely different culture (Middle East & Asia), with a different religion (Islam), and different family values, there is a lot of ground to cover. There is great fear driven from the media that causes people to become angry towards a certain group. I have met several women who was moderately Christian at the time  (not really attending church regularly and couldn’t really say much about having a relationship with Christ), who told me that she was angered by  Muslims here in the United States and elsewhere.

As all of my family is Muslim, I could have immediately taken great offense at what she said – they have as much of a right to be here as he does, even if they were not born here, but are U.S. Citizens. After taking a deep breath (= going to the balcony), I asked her a few questions: How many Muslim people have you talked to here (answer: none), how many Muslim people have you tried to reach or build a relationship with so you could understand them better (answer: none), how do you know what they believe other than the media (answer: I am well-educated), and finally – why do you feel this way? The last question made her pause. I told him that my family would not feel the same about her, so what was going on? She answered in one word “FEAR.”

This is no different than what happens at work. We take a stand on something and get mad about it, without taking into account someone else’s underlying concerns or addressing the issues below the iceberg. Ninety percent of the time, you will find that the issue at the face of the situation is not the real issue. The real stuff is lying below what the person is saying to you.

Going back to another woman who was fearful, God had a very funny way of taking care of that situation. I hosted a baby shower for a Saudi woman who was new to the country. I didn’t even know who she was, but that a group of Christian women wanted to have a shower but the location fell through. I offered up our home and we had over 30 women attend. The guest of honor came to my front door with her entourage of 8 women- all dressed from head to toe in their black burqa (or hijab). My friend came out from the kitchen and I heard a sharp intake and gasp of a breath. I have to admit – it was kind of a scary sight to have people you don’t know who show up to your door and you cannot see their faces (kind of like Halloween, but not on Halloween…).

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As the women were ensured that no men would be in attendance, they started to take off their veils and covers. Underneath were these sweet-faced 18-20 year old girls dressed in cute trendy dresses, short hair, full make-up. So adorable! I could see a huge wide grin spread across my friend’s face. After the fun party, she and I got to talk. She had tears in her eyes because she felt like the Lord had taken her to a balcony to see a new perspective she would never have considered. What a JOY to have that perception and fear lifted off in one night. That is the way bridges are built…

May we seek ways to bring peace to our homes, families, workplaces, and nation in this way, for blessed are the peacemakers for they shall be called children of God (Matthew 5:9).