Embed Size (px)
DESCRIPTION
More screen time and less face time equals more email negotiations. Use this one-hour webinar to help you achieve success with email negotiations.
Citation preview
© 2009 Dr. Julie Miller, Inc. & Jeanette Nyden, J.D. All Rights Reserved.
Learn The Keys To Effective Email Negotiation
Today’s Speakers: Dr. Julie Miller
• President, Business Writing That Counts!
• Author, Business Writing That Counts!
• Keynote Speaker
• Business Writing Trainer, Coach, Consultant
Good Writing is Good Business
Good Writing is Good Negotiating
Today’s Speakers: Jeanette Nyden, J.D.
• President, J. Nyden & Co, A negotiation skills training company!
• Author, Negotiation Rules!
• Keynote Speaker
• Negotiation Trainer, Coach, and Business Attorney
• [email protected] or 2067233472
• www.jnyden.com
Yes or No 1. Are you buying or selling
something on behalf of your company?
2. Are you discussing the terms of that sale/purchase (deliverables, duration, schedule)?
3. Are you trying to reach an agreement with other teams/departments within your company?
You are Negotiating!
If you answered “yes” to any one of these questions you are negotiating.
Excellence in Email Negotiation
Establish excellence in email negotiation by combining both good writing techniques with good negotiation techniques
What is your intention when you negotiate?
To negotiate simply means that you are having a back and forth conversation
aimed at reaching an agreement.
More screen time and less face time = more email negotiations
No Deal!
A Harvard research study noted that: – 19% of faceto face
– – 50% of email 50% of email
0%
10%
20%
30%
40%
50%
Negotiation Failure Rate
Face to Face Email
Just Like Flipping a Coin!
Case Study: Trudy
• Trudy: Account Manager for a small software company
• Negotiating with John and his company to license a piece of software her company developed
Two Ways to Pay Trudy’s Company
1. Base Royalty for the privilege of reselling the software
AND 2. Price per license installed in each computer
Case Study: John
• John works for a very large corporation as a purchasing officer
• John’s company is considering purchasing a piece of software from Trudy’s company
From John to Trudy
Our company does not want to pay the Base Royalty you quoted in one lump sum, so you will have to come up with some other alternative if you really want our business.
Please let me know ASAP.
Thx, J~
From John to Trudy
Our company does not want to pay the Base Royalty you quoted in one lump sum, so you will have to come up with some other alternative if you really want our business.
Please let me know ASAP.
Thx, J~
Wants to change the terms Trudy quoted him
So Casual
Response from Trudy Back to John
Sorry, like I said on the phone we expect our Base Royalty payment up front. Our company cannot afford to spread the payments out.
That’s crazy.
Response from Trudy Back to John
Sorry, like I said on the phone we expect our Base Royalty payment up front. Our company cannot afford to spread the payments out.
That’s crazy.
Are you really sorry! It sounds so sarcastic
What exactly did she say on the
phone?
Referring to what your
company can’t afford is a big No
No
Trudy Needs to Win the Business
Trudy needs to learn how Trudy needs to learn how to make a to make a
winning counteroffer! winning counteroffer!
Anticipate Tradeoffs
Tradeoff
• Tradeoff is something of value that you give in exchange exchange for something of value in return.
First, Trudy asks herself . . .
What costs us little but gives them a lot of value?
Trudy’s Dilemma
• John’s proposal to extend the payments costs a lot to her little company.
Then, she asks herself . . .
What do we want from them that give us a lot of value?
Trudy’s Solution
What if the customer promises to buy a minimum number of licenses from us? Those payments would offset breaking the Base Royalty
Fee into payments!
Make all counteroffers using “ifthen” language
A Winning Counteroffer If your company could commit to X number of licenses installed, then we could bill the Base Royalty Fee in 4 quarterly payments. Is that something that your company could agree to?
Good Writing is Good Negotiating
ReaderFocused Writing
vs. Writer-Focused
WriterFocused Writing
Dear Valued Customer,
Your email has been received. Your request will be processed within two business days during regular hours. If additional information is required, you will be contacted with a second email.
If you have a technical concern, allow more processing time as a technical staff member may need to resolve your problems.
If your request has been completed, you will receive no further communication.
Customer Service
ReaderFocused Writing
Dear Ms. Jones,
Thank you for requesting information about trimming trees near power lines. I have forwarded your email to the appropriate technician who will contact you directly if he needs additional information to address your concerns.
Please be aware that it may take longer than two business days before you hear from us. I apologize for any inconvenience. Our technicians have been busy assessing the damage caused by recent storms.
If you would like an update on your request, feel free to call 5551111 Monday through Friday between the hours of 8:00 a.m. and 4:00 p.m. Anyone in the department would be glad to assist you.
Thank you, Bob Smith
ReaderFocused Activity Task: Write to the following readers about issues concerning a new billing software system you are purchasing.
• CEO
• CFO
• IT Staff
What does my reader need to know?
How will I tell my reader this information?
Details
Terminology/Vocabulary
Delivery vehicle: email
Reader Questions
Reader Awareness CEO: Company Overview
The prospective billing system will improve our productivity in three ways. First, revenue reporting will become more consistent. Second, the graph option provides quick views of revenue indicators. The graphs will be used as part of the monthly financial report packaging. Finally, fewer manhours will be required to complete reports. Because productivity will be enhanced, management recommends reducing the work week by four hours. If you have any questions about this software, I can be reached at 206.555.4444.
Reader Awareness CFO: Financial Impact
The purchase of a new billing system in the Accounts Receivable Dept. will have the following two immediate financial impacts. First, a sixhour employee time loss will occur due to a system shut down for installation. Second, a 20 percent loss of business will occur during the system activation because of the call center closure. These two impacts, though not originally budgeted, may necessitate a revised budget estimate.
Reader Awareness IT: Staff Impact
We are close to finalizing the purchase of a piece of updated billing software. The purchase will impact you in two ways. First, all of the IT staff will be trained on how to use the new system and how to troubleshoot problems. Second, you may experience up to six hours of downtime during the installation. The Purchasing Dept. will email you to inform you of the date of scheduled installation. HR will email you to confirm the dates for staff training. If you have any questions or concerns, please contact Joanne in Purchasing at 6843333 or Lorraine in HR at 6841235.
Staying reader focused applies equally to negotiating
via email!
Remember the Reader Whose Negotiating With You?
• Gatekeeper? • Decision Maker? • Information Gatherer? • Company Owner? • Your Boss?
Each of these Each of these negotiators will have negotiators will have a different a different perspective. perspective.
Your Purpose Tip #1
Strong Topic Sentence Tip #2
Lead with the Main Idea
The new billing system in the Accounts Receivable Dept. will have the following two immediate financial impacts.
Reader and Tone
Partners in your message
Writer’s Tone
What’s yours?
Type of Writer’s Tone
What Impacts Tone? Word Choice • Personal pronouns (I, you) • Names vs. titles • Technical terms or abbreviations • Active vs. passive verbs
Sentence Structure • Length • Variety • Statement vs. question • Formal vs. informal
WriterFocused Writing
Dear Valued Customer, Your email has been received. Your request will be processed within two business days during regular hours. If additional information is required, you will be contacted with a second email.
If you have a technical concern, allow more processing time as a technical staff member may need to resolve your problems.
If your request has been completed, you will receive no further communication.
Customer Service
Tone
WriterFocused Writing
Dear Valued Customer, Your email has been received. Your request will be processed within two business days during regular hours. If additional information is required, you will be contacted with a second email.
If you have a technical concern, allow more processing time as a technical staff member may need to resolve your problems.
If your request has been completed, you will receive no further communication.
Customer Service
Title
WriterFocused Writing
Dear Valued Customer, Your email has been received. Your request will be processed within two business days during regular hours. If additional information is required, you will be contacted with a second email.
If you have a technical concern, allow more processing time as a technical staff member may need to resolve your problems.
If your request has been completed, you will receive no further communication.
Customer Service
Little variety
WriterFocused Writing
Dear Valued Customer, Your email has been received. Your request will be processed within two business days during regular hours. If additional information is required, you will be contacted with a second email.
If you have a technical concern, allow more processing time as a technical staff member may need to resolve your problems.
If your request has been completed, you will receive no further communication.
Customer Service
Passive voice
Tone Before
Our company does not want to pay the Base Royalty you quoted in one lump sum, so you will have to come up with some other alternative if you really want our business.
Please let me know ASAP.
• Ask how message would be said
• Greet your reader
• Be polite
• Avoid flaming
• Write the way you speak
Tone Adjustments
New and Improved Email to Trudy
Trudy, As we continue our evaluation of your proposal, I wanted to bring up one important point for your consideration:
Due to annual budgetary constraints on the business unit, we’d appreciate if you can have the payment terms of the Base Royalty amount spread across 18 months, in either semiannual or quarterly intervals.
Please let me know your thoughts on the above. I hope to be able to close this deal soon. Thank you, John
New and Improved Email to Trudy
Trudy, As we continue our evaluation of your proposal, I wanted to bring up one important point for your consideration:
Due to annual budgetary constraints on the business unit, we’d appreciate if you can have the payment terms of the Base Royalty amount spread across 18 months, in either semiannual or quarterly intervals.
Please let me know your thoughts on the above. I hope to be able to close this deal soon. Thank you, John
Name only Greeting
New and Improved Email to Trudy
Trudy, As we continue our evaluation of your proposal, I wanted to bring up one important point for your consideration:
Due to annual budgetary constraints on the business unit, we’d appreciate if you can have the payment terms of the Base Royalty amount spread across 18 months, in either semiannual or quarterly intervals.
Please let me know your thoughts on the above. I hope to be able to close this deal soon. Thank you, John
Tone is more formal and also
positive
New and Improved Email to Trudy
Trudy, As we continue our evaluation of your proposal, I wanted to bring up one important point for your consideration:
Due to annual budgetary constraints on the business unit, we’d appreciate if you can have the payment terms of the Base Royalty amount spread across 18 months, in either semiannual or quarterly intervals.
Please let me know your thoughts on the above. I hope to be able to close this deal soon. Thank you, John
The structure presents a very clear message
to the reader
New and Improved Email to Trudy
Trudy, As we continue our evaluation of your proposal, I wanted to bring up one important point for your consideration:
Due to annual budgetary constraints on the business unit, we’d appreciate if you can have the payment terms of the Base Royalty amount spread across 18 months, in either semiannual or quarterly intervals.
Please let me know your thoughts on the above. I hope to be able to close this deal soon. Thank you, John
Salutation
New and Improved Email to Trudy
Trudy, As we continue our evaluation of your proposal, I wanted to bring up one important point for your consideration:
Due to annual budgetary constraints on the business unit, we’d appreciate if you can have the payment terms of the Base Royalty amount spread across 18 months, in either semiannual or quarterly intervals.
Please let me know your thoughts on the above. I hope to be able to close this deal soon. Thank you, John
Explains where they are in the process and
offers a counterproposal to Trudy’s proposal
New and Improved Email to Trudy
Trudy, As we continue our evaluation of your proposal, I wanted to bring up one important point for your consideration:
Due to annual budgetary constraints on the business unit, we’d appreciate if you can have the payment terms of the Base Royalty amount spread across 18 months, in either semiannual or quarterly intervals.
Please let me know your thoughts on the above. I hope to be able to close this deal soon. Thank you, John
Using language to indicate would like to work this
deal out.
New and Improved Email to John
Hi John:
Thank you for bringing this item to my attention. We would also like to close the business model discussion soon.
With regard to the Base Royalty being spread out over time, the Base Royalty is the starting point for our entire pricing model. Since you are asking us to change the Base Royalty payment structure, we are recalculating the other pricing too.
If your company would commit to a minimum of X licenses at the base rate of $X per license, then we could we offer your company 4 quarterly Base Royalty payments
Is this something that your company could agree to? I look forward to hearing from you soon,
Trudy.
More formal greeting
New and Improved Email to John
Hi John:
Thank you for bringing this item to my attention. We would also like to close the business model discussion soon.
With regard to the Base Royalty being spread out over time, the Base Royalty is the starting point for our entire pricing model. Since you are asking us to change the Base Royalty payment structure, we are recalculating the other pricing too.
If your company would commit to a minimum of X licenses at the base rate of $X per license, then we could we offer your company 4 quarterly Base Royalty payments
Is this something that your company could agree to? I look forward to hearing from you soon,
Trudy.
Tone suggests that they want to work with
John’s company.
New and Improved Email to John
Hi John:
Thank you for bringing this item to my attention. We would also like to close the business model discussion soon.
With regard to the Base Royalty being spread out over time, the Base Royalty is the starting point for our entire pricing model. Since you are asking us to change the Base Royalty payment structure, we are recalculating the other pricing too.
If your company would commit to a minimum of X licenses at the base rate of $X per license, then we could we offer your company 4 quarterly Base Royalty payments
Is this something that your company could agree to? I look forward to hearing from you soon,
Trudy.
Structure of argument lays out
her reasoning for the counterproposal
New and Improved Email to John
Hi John:
Thank you for bringing this item to my attention. We would also like to close the business model discussion soon.
With regard to the Base Royalty being spread out over time, the Base Royalty is the starting point for our entire pricing model. Since you are asking us to change the Base Royalty payment structure, we are recalculating the other pricing too.
If your company would commit to a minimum of X licenses at the base rate of $X per license, then we could we offer your company 4 quarterly Base Royalty payments
Is this something that your company could agree to? I look forward to hearing from you soon,
Trudy.
Name only is conveys more distant tone
New and Improved Email to John
Hi John:
Thank you for bringing this item to my attention. We would also like to close the business model discussion soon.
With regard to the Base Royalty being spread out over time, the Base Royalty is the starting point for our entire pricing model. Since you are asking us to change the Base Royalty payment structure, we are recalculating the other pricing too.
If your company would commit to a minimum of X licenses at the base rate of $X per license, then we could we offer your company 4 quarterly Base Royalty payments
Is this something that your company could agree to? I look forward to hearing from you soon,
Trudy.
Sets out her company’s reasoning for it’s pricing model in a nonconfrontational
manner.
New and Improved Email to John
Hi John:
Thank you for bringing this item to my attention. We would also like to close the business model discussion soon.
With regard to the Base Royalty being spread out over time, the Base Royalty is the starting point for our entire pricing model. Since you are asking us to change the Base Royalty payment structure, we are recalculating the other pricing too.
If your company would commit to a minimum of X licenses at the base rate of $X per license, then we could we offer your company 4 quarterly Base Royalty payments
Is this something that your company could agree to? I look forward to hearing from you soon,
Trudy.
Uses ifthen language to invite a
conversation
New and Improved Email to John
Hi John:
Thank you for bringing this item to my attention. We would also like to close the business model discussion soon.
With regard to the Base Royalty being spread out over time, the Base Royalty is the starting point for our entire pricing model. Since you are asking us to change the Base Royalty payment structure, we are recalculating the other pricing too.
If your company would commit to a minimum of X licenses at the base rate of $X per license, then We could we offer your company 4 quarterly Base Royalty payments.
Is this something that your company could agree to? I look forward to hearing from you soon,
Trudy.
Makes a tradeoff in her counteroffer to
John
Good Writing is Good Negotiating
Negotiation Resources J. Nyden & Co., Inc.
Negotiation Rules!
Elearning and webinars
Negotiation Skills Assessment
Meeting Facilitation and Mediation
Negotiation Coaching (team and one onone)
Negotiation Skills Training
www.jnyden.com | [email protected] | 2067233472
