How can negotiation skills help you navigate complex healthcare systems?

1 What is negotiation?

Negotiation is not just a formal or legal process that happens in courtrooms or boardrooms. It is a daily activity that involves any situation where you need to persuade, influence, or cooperate with others to get what you want or need. Negotiation can be competitive or collaborative, depending on the context and the relationship between the parties. Negotiation can also be distributive or integrative, depending on whether the resources or outcomes are fixed or flexible. Negotiation skills include the ability to prepare, communicate, listen, question, empathize, problem-solve, and compromise.

2 Why is negotiation important for patient advocates?

As a patient advocate, you may need to negotiate with different stakeholders in the healthcare system, such as doctors, nurses, insurance companies, administrators, or other providers. This could be to obtain accurate and timely information about a client's diagnosis, treatment options, risks, benefits, and costs; to guarantee that their preferences, values, and goals are respected in decision-making; to secure access to quality care or resources; to resolve conflicts or disputes between the client and the healthcare system; or to advocate for changes that will benefit the client or other patients.

3 How can you prepare for negotiation?

Before you enter any negotiation, it is important to do some research and formulate a strategy. To prepare for negotiation, consider the interests, needs, and priorities of both parties. Identify the topics that need to be discussed or resolved and the criteria that can be used to evaluate the options. Additionally, think about your best-case scenario, worst-case scenario, and acceptable range. Lastly, consider your sources of power, leverage, or influence and the benefits or costs of reaching or not reaching an agreement.

4 How can you communicate effectively during negotiation?

During the negotiation process, it is important to use communication skills to build rapport, trust, and understanding with the other party. To do so, active listening is key. Pay attention to what the other party is saying, how they are saying it, and what they are not saying. Show interest, respect, and empathy. Assertive communication skills should also be employed; express your client's interests, needs, and priorities clearly, confidently, and respectfully. Use positive language and avoid blaming or criticizing the other party. Additionally, use collaborative communication skills by focusing on common ground or shared interests. Emphasize the benefits of working together rather than against each other. Acknowledge the other party's perspectives and explore options that can satisfy both parties. Seek feedback from the other party as well.

5 How can you overcome challenges or barriers during negotiation?

Negotiation can present challenges and barriers that can hinder or prevent you from reaching an agreement. To overcome these, you should identify and address the sources of resistance, conflict, or impasse related to the issues, interests, emotions, or relationships. Additionally, you can use creative problem-solving techniques such as reframing the problem, generating more options, or finding a win-win solution. You can also use concession-making techniques like trading off, exchanging, or compromising on certain issues. Lastly, you may seek the help of a mediator, arbitrator, or facilitator to assist in the negotiation process.

6 How can you evaluate and follow up after negotiation?

Once you reach an agreement, it is important to evaluate and follow up on the negotiation process and outcome. You should review and confirm the agreement, making sure that both parties understand and agree on the terms and conditions. Put the agreement in writing and sign it if possible, clarifying any ambiguities or discrepancies. Then monitor and implement the agreement, making sure that you and the other party fulfill your obligations. Track the progress, performance, or results of the agreement, addressing any issues that may arise during implementation. Lastly, evaluate and learn from the negotiation by assessing its strengths, weaknesses, opportunities, or threats. Identify what worked well, what did not work well, and what can be improved or changed for future negotiations. Acknowledge your successes and failures to learn from them.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?