Mediation Tips (Part 1)

Have a Plan If you are worried about starting a difficult conversation, sit down and consider your goals in the conversation. Then write out an agenda for how you would like the conversation to go, and a script for how you can best start the conversation to achieve your goals and move into that agenda, […]

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Mediation Tips (Part 2)

Power is an interesting concept as it relates to negotiation. We all have a sense of what power is, but usually from examples we can think of rather than because we know the definition. In fact, if asked for a definition of power in negotiation, we probably struggle, and prefer to just give examples of who has power and who does not.

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How to Deal with Difficult People

Dealing with someone who talks and will not listen: Sit quietly and let them run out of steam. Let them know that, while you may not agree with everything they say, you would like to hear their thoughts and then let them continue. Use interactive listening techniques. Ask to set an agenda that includes time […]

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Coaching in the Workplace

Tips for promoting client engagement, even from reluctant clients, include: Clarify their ideal purpose – ask them what they would like to work on. Acknowledge their concern/discomfort and inquire into the nature of the concern. Generate ideas with them on how to best deal with the concern. Describe it as a joint or shared process […]

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Customer service tips

Know your purpose and act accordingly Everything you say and do in a conversation should be consistent with and designed to achieve your primary goals. First, you must identify what your primary purpose is, and then reflect on how to structure your conversation/negotiation to achieve that purpose. Beware the attraction of secondary goals (like saving […]

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