GUIDELINES TO NRDC feb 24 2014

Chapter Summary, ContinuedKey points (continued)Topic Summary PageBodylanguageGives clues to inner feelings.Adds to impact of speech.6-9thruBody language isn't foolproof--it's easy to misinterpret signals.Persuading x Forces logical thinking. x Overcomes hostility.x Clarifies intent. x Promotes cooperation.x Helps gain new knowledge. x Builds commitment.Selling steps 1. Know product. 4. Ask for action.2. Know customer. 5. Handle opposition.3. Involve customer.OvercomingobjectionsNegotiatingstrategiesNegotiatingguidelinesBad NewsTo overcome objections take these steps:1. Relax. 4. Move on.2. Listen. 5. Qualify objection--answer3. Accept. briefly.Negotiate to make both sides winners. Negotiate when--x There's room to negotiate.x An agreeable solution is not in sight.x You need other party's support.Strategies: x Bargain.x Hold firm. x Concede.x Debate. x Compromise.x Withdraw. x Collaborate.Collaboration: Best way to negotiate. Parties drop adversarialroles and become partners to make both sides winners. Collaborateby listening, accepting, exploring, and seeking common interests.Guidelines:x Know your walk-away point. x Resolve easy issues first.x Know your options. x Hold high expectations.x Keep track of proceedings. x Remember who you work for.x Make deals conditional. x Know when to hold or fold.Skillful communication of both good and bad news builds trustwith your boss. Take precautions when preparing and deliveringbad news to a good news only boss.x Tell it as it is without fanfare.x Offer alternatives and recommendation.x Never say, "I've got bad news."6-116-126-13and6-146-15thru6-176-186-196-206-216-22and6-23NRDC GRC – Staff Handbook 6-25