What are some effective negotiation skills for front office managers?

1 Know your interests and alternatives

Before you enter a negotiation, you should identify your interests and alternatives. Interests are the underlying needs, values, and motivations that drive your position. Alternatives are the options you have if the negotiation fails. Knowing your interests and alternatives can help you set realistic and flexible goals, avoid accepting unfavorable terms, and communicate your value proposition clearly.

2 Listen actively and empathize

One of the most important negotiation skills is listening actively and empathizing with the other party. Listening actively means paying attention to what they say, how they say it, and what they don't say. Empathizing means trying to understand their perspective, emotions, and concerns. Listening actively and empathizing can help you build rapport, trust, and respect, as well as uncover their interests and needs.

3 Ask open-ended questions and summarize

Another effective negotiation skill is asking open-ended questions and summarizing the key points. Open-ended questions are those that cannot be answered with a simple yes or no, such as "What are your main challenges?" or "How do you feel about this proposal?" Asking open-ended questions can help you gather more information, clarify misunderstandings, and generate ideas. Summarizing the key points can help you confirm your understanding, show your appreciation, and move the conversation forward.

4 Use objective criteria and standards

When you negotiate, you should avoid relying on subjective opinions or preferences, and instead use objective criteria and standards. Objective criteria and standards are facts, figures, benchmarks, or best practices that can support your position or proposal. Using objective criteria and standards can help you justify your requests, persuade the other party, and avoid emotional or personal attacks.

5 Explore options and trade-offs

One of the main goals of negotiation is to find a mutually beneficial solution that satisfies both parties' interests. To do this, you should explore options and trade-offs that can create value and minimize costs. Options are possible ways to meet the interests of both parties, such as offering discounts, incentives, or extras. Trade-offs are concessions that you can make or ask for in exchange for something else, such as extending deadlines, reducing scope, or changing terms.

6 Manage emotions and conflicts

Negotiation can sometimes trigger negative emotions and conflicts, such as anger, frustration, or resentment. These emotions and conflicts can interfere with your rationality, communication, and relationship. To manage emotions and conflicts, you should be aware of your own and the other party's feelings, avoid blaming or criticizing, express your concerns respectfully, and seek common ground.

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?