《双赢谈判全攻略》课程笔记"Win-win negotiation Raiders" course notesRecommended reasons: too much training, the course of the day seems a little nervous, I feel a little in digestion, the most impressive is the following words・1,PMP successful people, all the way along ..........2,concessions can, unless the exchange, negotiations must not commit suicide, and somehow kill him;3,who speaks first who died;4,can not answer, kick the ball;5,try to let the other party to open conditions, if the price must be open; give yourself leeway, finally small concessionsreluctantly makes it cool.6,pliers + Red white・7,the negotiations are very asymmetric information, as far as possible to obtain more information on each other, must not talk incessantly, to learn to ask questions, business matters -------- what can I do to help you? It's all the way.・・1, bargaining power1)negotiating momentumProfit 二profit (real gain) + name (Xu Rongxin)二win (take advantage of)Meet vanity: smile, PMP (successful people: experience along the way; failure: future plans)Ming Pat: private, sensitive people; dark shot: open, rational people.The ID is emotional, the ego is rational; the person has to be socially, that is, reason, work, and sensibility, which is called superego.2)types of negotiationsCompetitive negotiations: zero sum negotiations, confrontational negotiations;Win-win negotiation: cooperative negotiation;3)negotiating thinkingHow about two cents for an apple?1,I cut you pick: surface win-win, suitable for use in a strong, not strong when;2,each one takes what he needs: the essenee of win-win;3: the strategy of win-win and reciprocity・ Zhejiang.A man who knows only his own interests is called a warlord, and he can not be a monarch・Concessions are made unless they are exchanged・Don，t kill yourself in the negotiation, and kill him anyway.2, preliminary preparation1)basic preparation:Time: never mind. The key is to be well prepared;Location: try to win the home, not to play at home, or in the middle of the game;Person: the other side asks whether you speak or not The best answer: within the purview of count, permissions, go back to askfor instructions・The other party is a party to come, do not count, as far as possible to obtain the other side information, the other party into their own, for their own affairs・ Only principles, not specific issues・2)SWOT analysisStrengths and weaknesses 一bosom friendsOpportunities and threats ——itselfZhiyizhibi, baizhanbudai!3)determine the negotiating objectivesTo offertarget94)draw up alternative strategiesSimulation of various scenes: what their own cards, the other side will be what card, how to deal with their own?.3 、negotiation and communication1)opening techniquesAt the outset, make clear our position;Should be principles, rather than specific; who first talk about principles, who is active, who first talk about specific, who is passive・Wait until the partner has finished and then contradict them・I exist because I am worth you.2)questioning skillsClosed questions: for confirmation, guidanceOpen questions: get down to business・ May I help you? What's your experience?Selective question: when you want to be strong, don，t dare to be strong, for example, about your customers meet, give leadership two programs finalized・The first three questions: what are the successful people (alongthe way you have experience), what you are going to do for the failure, and what is the plan for the general?3)answering skillsAnswer: don，t answer correctly, don，t answer thoroughly, lower your interest, and aim at the other person，s psychology;Don，t answer: get plenty of thought;No answer: kick the ball, make excuses, delay.4)listening ArtOne of the obstacles?: selfish, do not listen to others: (holding a pen with their own - self-willed)Two of the obstacles: less listening, no listeningThree of the obstacles: don，t understand5)the art of speakingGlorious future: words related to fame and fortune;Horror story: but what if the other party graduates from Xiamen University? And what if the other person is scared to death?6)barriers to negotiation and communicationThere is no regulation of their emotions and attitudes;Negative, hostile, or hostile towards the other side;Stick to yourself and ignore the needs of the other side;For face reasons, resistance to concessions:4, negotiation strategy1)prophase strategy (pre layout)Asking price strategyWho will open the condition first? Try to let the other party to open conditions, unless the heart bottom;Open higher or lower? Open high, can leave leeway, let each other very cool;The less you know, the higher the asking price;The more prepared and experienced, the higher the offer;How much higher if you open higher? Never mind the end, open top and credible price; heart bottom, the segmentation strategy for. Such as last year to 9000, and this year would like to rise to 10000, the asking price will be opened 11000.Never kill yourself, and kill him anyway.The horse strategy?Question: when communicating with customers, the biggest confusion is that when the conflicts between the interests of the customer and our interests lead to failure to continue, what can we do?Business: 1. explanation; 2. decomposition, the purpose of killing the other party，s morale・Insider: 1.PMP (along the way); 2. free lunchIt doesn，t work, telling horror stories, exerting pressure, or depicting glorious prospects・Counter-offer strategyKnow how to use segmentation strategy, the heart does not use the vise strategy.Tiger clamp methodSilenee is golden, who speaks first who died;One minute to earn millions, a yuan of money worth more; to hold on to the ball to each other;The reverse strategy: use the vise, it is not the pressure with the red face strategy.Good cop bad cop?If the other party does not accept, then dig vise, it is not red. What a surprise!Negotiation is the process of acting;Two people lose their temper,partner;A man and his good cop, then asaid...)Segmentation strategyQuotations: 90We expect: 80I put it below: 70Try to ask each other for theNever accept a client's firstanother one smooth hair, gold virtual white face ・(my mother first time; offer;Reverse strategy: expose him・ReluctanceNever willing to be in the other party's condition;The scale of the negotiations was compressed from the start;The more willing, the more passive;The reverse strategy: to dig the vise, it is not red・Concentrate!Keep off the negotiations. Real feelings・ Negotiation is a show;What's really important: where are you talking now? What should I do next?2)medium-term strategy (medium term advantage)Ask the leadersThe right to suppress you has no right to put pressure on the other side;Frustrated by the fact that you can，t meet the decision maker;And forced him to stand with me;Dissent strategy90% of the objections are vague and clear;Deal with your feelings first, then deal with them;Process: recognition, admiration, diversion (PMP, free lunch, glorious prospect, or horror story);The reverse strategy: pliers, red and white;Service devaluation 二laterSoon after work, the service drops quickly;So, before you do something, you need to talk about the terms first;After a good talk, hold on, he'11 promise you;Compromise strategyUnfair compromise;Encourage the other side to compromise;When he compromises, we use the vise tactics;Keep it up and the other side will compromise again;Hot potato!What do you think of this thorny problem?I do not, you are supposed to see?You have more experience than me. What can you do about it? Reciprocity?A concession is possible, but at a cost:This will protect your honesty;A reward may really pay off;Asking for a reward increases the value of the concession;Block an endless process;3)post strategy (win loyalty)Good cop bad cop?Nibbling strategyThere is no need to ask for everything!After reaching an agreement, see if there are any other agreementsThe effect: icing on the deal, allowing the other person to agree to something he has previously disagreed with・Concession strategyA concession:1)symbolic concessions;2)conditional concessions;3)ask the leader to give in;Average concessionFinally, make a big strideAll at onceFirst of all, make a small concession to test the depth・Recall strategyThe other side never stops making small concessions;Don，t waste time on important matters, because it really irritates each other!You can go back on a compromise, or go back on fees, in eluding additional terms such as training・Petty?Finally, a small step will make him feel that he has won, so don't give up all at first;The key is the timing of the concession, not the size of the concession. It can be very small;Using these tactics, a negotiator can make someone feel better. Draw up a contractThe party to whom the contract is written has an advantage;Only when we write it can we know whether we are talking about a good deal or not;Once the oral agreement is written down, the meaning will vary; Remind you to include all the terms you want;Notes encourage you to write down what you were not willing to accept;5, control negotiationsCharacter control, learn to split personality, bullshit, talk to people.One thing is worth another・ Touch control type of people (fast rhythm), deal with him with analytical character; meet analytical person (good slow), deal with him in plain type character; plain type people encounter (slow fast), deal with him with expressive character, met expressive people (fast rhythm he used to control), deal with the type of character・In the troubled times, legalist thought was used to spread Confucius thought, and the legalist thought was in his mind・2. 1 game theory and negotiationFrom the 20 world in 70s, the application of game theory in the economic field, the study of many economic phenomena and economic behavior can be understood as a game problem, can be analyzed by game theory. In recent years, as game theory has been applied more and more widely, game theory has attracted more and more people's attention in the negotiation activities, which has aroused people，s interest. The negotiation behavior of complicated and uncertain through game analysis of clear and concise make the research more scientific, standardized and systematic, find out someregularities, establish a analysis model, so as to construct the basic framework of negotiation theory analysis・2. 1. 1 negotiation by game theoryThe，z game theory" from English Game Theory, the basic meaning ofthe word ，，Game，/ is the English game・There are many forms of game・ Here we analyze the classical game problem and establish the basic model of negotiation and cooperation.Negotiation modelWang Eryou an old car, assuming he owns and uses it for 3000 yuan; Lee five year-end 5000 yuan bonus, he decided to buy two of the king's old car, he thought the car worth 4000 yuan.Let's say the transaction price is 3500 yuan・Prisoner，s dilemma is a non cooperative game situation. Suppose two suspects were tried in separate rooms, unable to communicate and aerate each other・ The police showed two suspects that if a man confessed and his accomplices were out of commission, the confession would be held for half a year, and his accomplices would be held up for 10 years, and if they did, they would be sentencedto 5 years， imprisonment・ If they do not confess, they will be sentenced to one year each sentence. We know that the best strategy and choice for the two suspects in this game is that neither side pleads guilty・ But six months in prison is the most attractive, so each suspect may have the motivation to admit that both parties may plead guilty, resulting in imprisonment for five years・ See Figure 2TNow let us assume the use of game theory here, that is the result that a "'cooperative solution" and a "non cooperative solutio The so-called ''cooperative solution'' means that Wang two and Li Wu agreed on the transaction price, thus enabling the successful completion of the old car transaction.Non cooperative solution is refers to the two person bargaining, Each sticks to his own stand・ in price, failed to reach an agreement・ If two people failed to cooperate, Wang two still retains his old car, its benefit is 3000 yuan, Li five still hashis 5000 yuan, Wang two risk value of 3000 yuan, Li Wu 4000 yuan, so no solution for the 3000+4000=7000 yuan of gross cooperation. From the cooperative solution, if Wang two sold the car to Li five, he said to Li Wulai, "this car is worth 4000 yuan. Besides, thereis a shared benefit between the two sides. 〃・If 3500 is thetransaction price, Wang Erzuan got 500 yuan, Li five savings of 500 yuan, gross cooperation solution is 4000+500+3000+500=8000 yuan, obviously, this is not cooperation to increase the value of 1000 yuan・2.1.2 negotiation procedures on the basis of gameThrough the above analysis, we can divide the negotiation process into three steps: one is to establish the value of risk; two is to establish the surplus of cooperation; three is to reach agreementto share the surplus・1,establish risk valueThe establishment of value at risk refers to the evaluation of the contents of the transaction to be conducted by the parties to be planned・2,establish cooperation surplusWhen the value of the risk is determined, it will form the surplus of cooperation between the two sides, that is, the 1000 yuan we mentioned above, but how to allocate here is the most critical issue・The basic problem of determining the surplus of cooperation is how to distribute the interests of all parties participating in the game・ In many cases, the increase in the interest of one party must be the decrease of the other party，s income, but no matter how it is allocated, it does not affect the total result change, which is called zero sum game・Modern negotiation concept: negotiation is not a piece of cake after, discuss how to divide, but want to make the cake bigger, so that each party can be more points・ This has been proved by game theory, that is, game of change and game・ The study of variable sum game is to combine different strategies so as to increase the profits of all parties in the game・ This means that participation in the negotiations (Bo Yi) between the parties there is mutual cooperation, that is, under their own interests, driven by a conscious and independent attitude and behavior of cooperation.3, to reach agreement to share the remainingOn the above, the remaining is refers to between two to 3000 yuan car evaluation of Wang and Li five to 4000 car far evaluation of the difference between 1000 yuan, whether this should be how to allocate the remaining average or not, on average, depends on many uncertain factors・ In fact, many negotiations are difficult to determine even if there is a surplus of cooperation between the two parties・ As far as equity theory is concerned, there are many ways of allocating, and if they are able to recognize that an agreement is beneficial to both of them, the understanding and cooperation between the two sides is entirely possible・An agreement is a guarantee for the parties concerned to share the remaining cooperation, and also a link to maintain cooperation among all parties・2. 2 fairness theory and negotiation(1) the basic connotation of the theory of equityThe fairness theory proposed by Adams, an American behavioral scientist in 60s, is the most representative and has a profound influence on people，s social practice・ Adams is based on the basic elements of people，s perception of fairness,Established the functional relationship among these elements, and summed up the formula to measure people，s sense of distributive justice0p/Ip=0r/IrIn formula, 0 refers to the outcome, that is, what is allocated, including material, spiritual, or whatever the party considers worthy of consideration;means devotion, that is, the contribution that people contribute, and also the mental, physical, and related elements;P stands for those who feel just or unjust;R stands for the reference object in comparison, which can be the average state of a specific person or group, or the state that the person has experienced or envisioned in the future・(two) the elimination of the sense of injusticeWhen people feel unfair when eating, they feel resentful or resentful, and then affect the whole mood and behavior・ The consequences are extremely negative・ In order to restore the sense of fairness, we need to eliminate the root causes of unfairness:First, actually expand your income from Op, or increase the contribution of the other Ir, and reduce yourself to pay Ip or reduce the other party，s income Or.But in fact, in addition to I, the other three situations are outof control, so the main way to restore justice is to reduce the amount of I that you offer・Second, change the reference object to avoid unfairness.Changing the opposition can quickly dispel people，s sense of injustice・ There is an old saying, called "less than, more than surplus"', refers to change the reference object, people，s psychological state・Third, quit comparing to restore balance.The way people adjust their sense of unfairness, mentality, and one of the more common things is to get out of the balance・ In real life, people do not have a sense of fairness is formed in the comparison of reference of the next, so the easiest way toeliminate the unfairness, exit is compared, when CF matter disappears, bumpy also disappeared・(three) the criterion of "fairness";We explore the basic meaning of justice, and the way people try to eliminate the sense of injustice・ Then, is there a general criterion for the distribution of justice? In other words, what is the basis for fair allocation?1,the theory of fair distribution of the four optionsIn western culture, people mainly consider two aspects of the study of justice・ First, what factors should be put into the ，，fair/，operation, and what kind of allocation should be adopted in two?・The negotiation in the "justice" to discuss the issues and evaluation standard, an example with experts on game theory isoften discussed, is the two negotiations between the parties, the rich and the poor to z，fair，z share of $200.Program 1: to psychological tolerance as a standard, according to the proportion of 150:50 distribution, the rich get more copies・Because psychologically, 50 dollars is a big amount for the poor・The poor lost $50, equivalent to 150 dollars for the rich. There is some truth in the standard of psychological acceptance・ For example, some social organizations have reliefactivities,Donations are often made according to people，s income・Programme two: the principle of compensation in actual need・According to the above proportion, but let the poor take one more, it is reasonable for the actual needs of both sides・ That is, the principle of compensation for the weak・Scenario three: the average allocation is proportional to the standard, that is, 100:100, the poor and the rich get half of $200 each・ This distribution looks fairly fair, but since the rich have higher tax rates than the poor, the rich get the $100 and pay less taxes than the poor, so some blame the unfair distribution. But inreality, because this method is simple and convenient, it is the most common method of distribution, and it is also the basis of other evolutionary distribution. Relief funds such as children，s inheritance, enterprise or society.Scheme four: the actual income equality as the standard, according to the ratio of 142:58, the taxable $84 after $142, finally the actual income of $58, $58 in tax and the poor is not equa 1. This distribution is often used to give enterprises the wages of workers is 1ow, but the higher up approach to achieve benefits・2,fair or equitable allocation of the twoThe fair or equitable method of allocation also influences the implementation of the theory of equity. Here we introduce two representative methods, namely, the simple method and theauction method.(1) a simple method proposed by negotiation experts at the Harvard University, they through the research on the issue of inheritance, the inheritance of inheritance expectations, obtained a "fair" allocation of heritage・If a couple dies unexpectedly without leaving a will, how will their three children, Jordan, Michael and Marie, distribute the ABCD four equally and equally?First, let each child evaluate each item, and the results are listed in the tableThe first kind of "justice" allocation is to distribute the goodsto the person who gives the highest price to it, and then the total value of all the articles is equal to the amount shared by thethree children・ This is the basic connotation of the naive law・According to this method, Jordan with the highest valuation of item A in three children ($10000) by A, similarly, Michael D at a price of $2000, Marie respectively to 4000 and $2000 for B and C, the highest valuation ABCD add four items, total amount share for $18000, each child can share one of the 1/3, that is $6000. Subtract their assessment of the items accordingly. As Jordan of A assessment of $10000, $6000 after deducting his share, he should also pay $4000, minus Michael in his assessment of the items D $2000, he should also get $4000, similarly, items B and C valuation equal share of the $6000 Marie, and she was so Jordan 4000 dollars to pay Michae1. Thus the fairdistribution of simplicity was ended.The second method of distribution is called auction. Which is similar to the public auction process all the relics of ascending,The distributor then shared the proceeds of the auction.According to the auction principle, Jordan is still getting the goods A, Michael gets D, and Mar i e gets B and C・ These re la tions have not changed compared to the naive law, but the amount of money they spend is different・ For Jordan, he could get A without having to pay $10000 a little more than a little more than $7000, because he was the only one who bought it when the auction came to $7005・ Similarly, Michael for goods D also only pay 1005 yuan,Marie, respectively, B and C pay 2005 yuan and 1505 yuan. In this way, the total amount of the total auction was 11520 yuan, and the share of the three was equal to 3840 yuan. The specific balance of payments for their Jordan to A specific items to pay 7005 yuan, minus 3840 yuan it, Jordan will have to pay 3165 yuan, and so on, Michael will be 2835 yuan, Marie can get 330 yuan subsidy. From the above analysis we can see that the same can be called "justice", in the specific allocation methods will produce "justice" different results・ A simple method is beneficial to Michael, so he can get a $4000 subsidy in articles D at the same time; and the auction rules favorable to Jordan, he can also obtain goods A, but less than the naive method to pay $835, Marie also love the auction method, because she can get on the two items・ Can also get some subsidies ・It should be pointed out that the auction law we dnalyzed above is based on the assumption that some conditions remain unchanged, mainly for the convenience of the analysis・ In actual auctions, the situation is far more complicated・ Such as to prevent the bid is too low or the bidder collusion, bid price setting; in order to prevent the bidders because there is no cost of bidding for the transaction is not active, causing losses to the seller, bidder must bid request delivery costs, to ensure the implementation of the auction method is the most effective・Has an important guiding significance, problems of basic connotation of justice theory for us to understand and handle the negotiation activity first, because people choose the angle different from the standard, people for the just distribution mode and take the view there will be great differences in absolute justice does not exist・ People sit down and negotiate to reachconsensus and approval on the standard of fair distribution of interests in cooperation. Second, the sense of justice is an important psychological phenomenon dominates people's behavior, if people have a sense of injustice, will greatly affect the actionsof people，s enthusiasm, and people will do everything possible to find ways to eliminate the sense of injustice, in order to psychological balance. Third, no matter what kind of fairallocation method, the psychological factors are more and more important. Because in many cases, people* s views on justice depend on psychological factors・3."black box" theoryIn the middle of the twentieth Century, a new science, cybernetics, was created by American scientist Norbert Weiner. Control is the use of certain means to limit the activity of a controlled objectto a certain extent or to operate in a certain pattern. Cybernetics plays an important role in modern social life, and it has been applied in many fields and has made great achievements・ Applying cybernetics to the field of negotiation,Negotiators will be more procedural negotiation activities, the use of the best model to produce the best results, to achieve the ideal state・In cybernetics, the unknown region or system is usually a "black box", and the omniscient system and region become "white box", between the black box and the white box, or the black box can be regarded as a ，z gray box"〃・Generally speaking, there are widespread "black box" problems which can not be observed but can be controlled in social life・ For example, when we don，t know which key is the key to the door lock, we usually insert the key into the keyhole to see whichone can open the door without having to remove the door lock and look at its internal structure・In reality, there are many things we think we are not "black boxes", but actually they are "black boxes"〃・In response, cybernetics experts gave us an example of a bicycle: 〃we might have assumed at first that bicycles weren't a black box, because we could see every part of it. 〃・As a matter of fact, we just think we know. The first link between the pedal and the wheel was the atomic forces that brought together the metal atoms, which we did not see at all.Four, information theory and negotiation1,the three elements of information modelThe founder of information theory, American scientist Shen Nong, published the mathematical theory of communication in 1948, and proposed a model of information transfer・ The author thinks that the information communication process has three main elements: source, channel and destination. See Figure 2-32,the subjective and objective relationsBy American psychologist Fritsch Hyde, owner and customer relationship information research, pointed out: from the host and guest relations to analyze the transmission of information and the effect will occur in four situations: one is that if the owner and guests have a trusting relationship, and the passenger side passed on the main side of the information is also in favor of theposition of high reputation, high approval, information transfer is best, visitors will also make a positive response; the two is the guests have a crush on the main square, but a negative attitude to。