Transcript Negotiations That Win

Negotiations That Win
PCA District Leadership Workshop Morning
CELEBRATE!
• 15 states made improvements, eliminated
•
discriminatory practices.
43 states have open dialog with their blues plan.
Rewriting
the map!
The Adoption Curve
Know How
To Engage
People
Understand
The System
Know
Thyself
WINNING
THROUGH
TRUST!
Why Trust =
Power!
Operational Philosophy
• Become integrated - make change
from within.I.E., “Working from the
inside out”
• Liaison: “”Communication for
establishing and maintaining mutual
understanding and cooperation."
9 out of 10 Employees Say:
Success = Trust
Percent
91%
Being trusted to get a job done
84% Getting the opportunity to do the type of work you want to
81% Having power to make decisions that affect your work
76% Finding a company where you want to work a long time
74%
Getting raises
67% Having flexibility
67% Knowing you have many different job options & opportunities
66% Getting promotions
Source: 2001 Randstad North American Employee Review, interviews with 2,600 employees conducted by Roper Starch Worldwide.
Leadership Research
Making change from within
Democratic
Affiliative
Authoritative
Coercive
-0.4
-0.2
0
0.2
0.4
0.6
Leadership Styles at a Glance
Least Effective Style
Most Effective Leadership Styles:
AUTHORITATIVE
Demands
Mobilizes people
immediate
towards a vision.
compliance
.
"Come with me."
"Do what I tell you.'
DEMOCRATIC
AFFILIATIVE
Forges consensus
via participation.
Creates harmony,
emotional bonds
"What do you
think?"
"People come first."
Negative impact on Inspires by relating Collaboration, gets
morale.
the issue to bigger, input, builds buy-in
more important
and consensus.
stakes.
Empathy, builds
relationships, forges
communication.
“The Power Zone”
Lessons from a Horse
Trainer
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30 minutes versus 3-to-6 weeks.
Gentleness versus violence.
Fewer problems.
There is a “join up” language for
organizations:
• Hostility is significant cause of failure in
negotiations.
Understand
The System
RULES
• Blame the system, not people.
• Understand what is "rational" to the
system.
• It's all about organizational problemsolving:
• Which means you need to define the
problem from the organization's viewpoint.
Trim Tab
USS PCA - LEADERS
Force Field Analysis
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What are the "helping" forces/players?
What are the "hindering" forces/players?
Where do you have influence?
Where do you lack influence?
Where do devote your time and energy?
(Hint: This is critical!)
Be Thankful
Zone
Get Over It
Zone
Control
Your Destiny
Zone
Know How
To Engage
People
RULES
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Show genuine interest in a real person.
Draw the map together.
Catch people doing the right things.
Find champions.
Trust is a powerful motivator - let them
make the decision.
The Majority of the U.S.
Workforce is Not Engaged
26%
Engaged
55%
Not Engaged
loyal and
productive
just putting in their
time
19%
Actively
Disengaged
unhappy and
spreading their
discontent
Source: First, Break All the Rules: What The World's Greatest Managers Do Differently, by Marcus Buckingham and Curt Coffman, 1999.
The authors have culled their observations from more than 80,000 interviews conducted by Gallup during the past 25 years.
Sincere? Yes__ No__
Reliable? Yes__ No__
Why or Why not?
Why or Why not?
________________________
________________________
________________________
________________________
_________________________
_________________________
Competent? Yes__ No__
Involved w/me? Yes__ No__
Why or Why not?
Why or Why not?
________________________
________________________
________________________
________________________
_________________________
_________________________
Develop
"External" Listening
• Get beyond your internal dialogue.
• Take notes - imagine you are a court
stenographer.
Persistence!
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2% of sales closed - 1 sales call
3% of sales closed - 2 sales calls
4% of sales closed - 3 sales calls
10% of sales closed - 4 sales calls
81% of sales closed - 5 or more
sales calls
Dealing with Objections
"Every strike
brings me
closer to the
next home
run."
Babe Ruth
"A maxim in effective communication...
people have to make their own decisions."
Saul Alinsky
KNOW
THYSELF
RULES
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Trust is a two-way street.
Own your mood.
Pay attention to body language.
Choose to be a player, not a victim!
Represent the profession, not yourself!
Do your homework:
• Know your alternatives
• Know what a win is!
Four Basic Moods
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Resentment: I am a victim.
Resignation: There is nothing I can do.
Peace: I have done my best
Ambition: I see an opportunity to make
positive change via the actions I take as
a liaison.
Beware of your
emotional triggers
Speak Skillfully When Triggered
FACTS
OPINIONS
Allow all parties to
present their facts:and
other parties.
Your Company believes
____.
What do you believe?
FEELINGS
As a liaison, this makes me feel ________. What
are your feelings?
Speak Skillfully When Triggered
INQUIRY
DESIRE
“I would like to
clarify/find out more
about ____.”
“My desire (I.e.,mission)
is to _________.”
REQUESTS
“I would like to ask that____.”
- OR –
“Therefore, it is necessary that I request _____.”
A L L E N S. L I F F,
F.U.D.
Not a copy sold, yet!
I’M A LIAISON
YOU’RE A *!#$@!
The book that's
ruining negotiations!
Maintain
the right
attitude!
OPPORTUNITY
“If a window of opportunity appears,
don’t pull down the shade.”
Tom Peters
The Association/Society
Domino Affect
Your DISTRICT can be the next to fall,
just like the domino in front of you and behind
you, if you do not take steps to understand
the external changes that are forcing professions
to rethink their role in
today’s
health care
Conditions For Associations To
Exist!
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Health care is changing.
Health care Legislation increasing.
Health care is in crisis.
Health care will change for
employers/employees in the next ten
years.
• Health care is no longer a right of
passage for employees.
Associations and Revenue
• Vendors are weighing in on annual
meeting expenses.
• Vendors have begun to use ECommerce.
• Vendors are reassessing which society
offers the best venue for increasing
their business.
• Vendors look at registration numbers
before committing to a trade show
anymore.
Membership –
Why Join Any Society?
• Potential members can obtain
information. from internet portals at a
price that your society/societies can’t
touch; nearly free!
• Advertising is down and publications
are costly to produce.
• Members want up to date and quick
information.
Member Stagnation:
Membership levels and revenue have been at
the same point for a long time and the
“culture” you represent are seen as going
along with the crowd rather than becoming
innovators and risk takers!
Why Reach Out To Nonmembers?
Shared knowledge
from different
districts form the
core competency or
body of knowledge
needed to build and
administer a state
organization.
Importance Of Non-members
• Members and non-members, or
potential members want to go to one
place to obtain their credits, their
information and their support for issues
and problems they are experiencing
every day!
• Why REACH OUT? Not for you but for
your colleagues! That is the main
reason!
Difficulties And The
Differences
• Most likely, LEADERSHIP in any
DISTRICT is unlike anything you’ve
prepared for. It is humbling to realize
how much there is to know and how
serious are the mistakes that can be
made if you lose sight of any of these
guiding points:
Difficulties And The
Differences
• What you do about ISSUES will define
your profession and your society for
many years to come!
• Will you be a communicator, a
facilitator, or a leader?
• Will you spend more of your energy
focusing on negative “me issues”?
The Master you are serving is the Future:
This means that you are not working for just
the association/district;
Instead, you are working for what the
association will become!
Keeping Your Members First
• During DISTRICT
MEETINGS you
need to “over
communicate” what
discussions you are
having with your
membership of each
of the respective
associations/districts
.
When TO COMMUNICATE?
• The Best Time to COMMUNICATE is
before it is necessary.
• When collective energies can be used
proactively instead of being sapped by
the demands of crisis management.
• When one voice is the best voice.
Why LEADERS FAIL?
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Unwillingness by some members.
Improper structure.
Timing
Lack of effective communication.
Economics and Egos – two big E’s.
Why LEADERSHIP Works?
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Clear Communication.
Stakeholders
Legislators
Regulators
What members want.
Accomplishments feel great!
Providing Information About
The Integration
Information =
Power!
Especially as it affects individuals
careers or business.
Critical Communication
Points
• The Harvard Business Review
(November-December 2000) says
that there are two critical periods in
the life of most associations.
1. Association Leaders need to be
2.
champions of communication.
Association Leaders need to organize
tangible successes.
Reaching the Recalcitrant
• They are called by many names:
• Dream Stealers
• Joy Grabbers
• Naysayers
• These are the folks who can’t or won’t
grasp your vision for the future.
Steps to Bring the
Recalcitrant Along
• Clearly articulate the vision and show
them their place in it.
• Stress the importance of reinvention
personally and organizationally.
• Create excitement around the
possibility of dismantling your
organization and rebuilding it.
Steps to Bring the
Recalcitrant Along Continued
• Do your best to understand the riskadverse personality.
• Illustrate how the change might fill the
inherent need for meaning and
purpose.
• Teach the recalcitrant, mentor them,
cheerlead them into seeing how they
are needed to bring about positive
change.
Focus Factor
• Stay focused on the
vision and stop
worrying about
getting along with
those who won’t
come along for the
ride.
Focus Factor
• Give them opportunity, but do not dwell
on their failure to get on board, today’s
fast changing association environment
demands that we have faith in our
leadership skills and in the vision our
boards set for us!
Purpose of the Pennsylvania
Chiropractic Association
• Advance the Chiropractic Profession
• Share common interests
• Educate inform advocate
Believe You Can Win!
• Most successful athletes
imagine winning, they
visualize their success
before they attempt to
succeed! Do you have a
mental picture of what
you want to achieve in
your district for your
association?
• Have a winning game
plan and see the positive
outcomes that you will
create!
Now It Is Your Turn
PCA Leadership Training Workshop
• Role Playing develops consistency
• Role Playing is dress rehearsal for
success
• Role Playing develops skills
• Role Playing builds confidence and
creates LEADERS!
PCA Leaders
Thank you for spending time with us today –
Your leadership and support of PCA is a
winning combination!
Thank-You
Gene Veno