Separate the PEOPLE from the Problem

Separate the PEOPLE from the Problem

1. Perception

   • Face-saving
     • Make your proposals consistent with their values
   • Put yourself in their shoes
   • Discuss each other's perceptions
     • Look for opportunities

2. Communication

   • Speak to be understood
     • Speak for a purpose
     • Speak about yourself, not about them
   • Listen actively

3. Negotiators are people first

   • Separate the relationship from the substance
     • Deal directly with the people problem
   • Two kinds of interests
     • Substance
     • Relationship

4. Emotion

   • First recognize and understand emotions
     • Don't react to emotional outbursts
   • Make emotions explicit
     • Use symbolic gestures

5. Prevention works best

   • Face the problem, not the people
   • Build a working relationship

Imagens e arquivos do mapa