Building Trust and Relationships

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Building Trust and Relationships
Lisa J. Downs

• American Society for Training Development

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Trust in Negotiations

• The more the other party trusts you, the better
  the chances of reaching a mutually beneficial
  agreement.
• Characteristics such as dependability, honesty,
  and integrity are important when building trust.

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Trust in Negotiations

• Think about people you trust. What
  characteristics and behaviors do they exhibit
  that lead you to trust them?

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Tips for Building Trust

• Be knowledgeable about the topics and issues
  involved in the negotiation.
• Follow through on commitments.
• Dress and behave in a professional manner.
• Be responsive to the other sides needs.
• Communicate well listen.

Source Stark, Peter B., and Jane Flaherty. The
Only Negotiating Guide Youll Ever Need 101 Ways
to Win Every Time in Any Situation. New York
Broadway Books, 2003.
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Tips for Building Trust

• Show genuine interest in their point of view.
• Ask good questions to probe for information and
  shared interests.
• Think in terms of abundance rather than scarcity
  (theres plenty for all).
• Use fair standards and criteria.

Source Stark, Peter B., and Jane Flaherty. The
Only Negotiating Guide Youll Ever Need 101 Ways
to Win Every Time in Any Situation. New York
Broadway Books, 2003.
6
Questioning Techniques

• Brainstorm questions to ask your counterpart
  before a negotiation conversation
• Start with broad questions and adapt them as you
  go.
• To put your counterpart at ease, use appropriate
  small talk.

Source Stark, Peter B., and Jane Flaherty. The
Only Negotiating Guide Youll Ever Need 101 Ways
to Win Every Time in Any Situation. New York
Broadway Books, 2003.
7
Questioning Techniques

• Be sensitive to your counterparts feelings and
  mood.
• Listen closely as the person answers your
  questions avoid interruptions.
• Write down the responses this will help capture
  information and show your counterpart respect.

Source Stark, Peter B., and Jane Flaherty. The
Only Negotiating Guide Youll Ever Need 101 Ways
to Win Every Time in Any Situation. New York
Broadway Books, 2003.
8
The Untrustworthy

• Think about someone you do not trust. What are
  some ways you can protect yourself and your
  organization during negotiations with an
  untrustworthy person?

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Their Point of View

• Prepare to negotiate from both your and the other
  sides point of view.
• Clarify the purpose of the negotiation for both
  sides.
• Arm yourself well with facts to boost trust and
  confidence.

Source Stark, Peter B., and Jane Flaherty. The
Only Negotiating Guide Youll Ever Need 101 Ways
to Win Every Time in Any Situation. New York
Broadway Books, 2003.
10
Their Point of View

• To think about point of view, ask
• What is the ideal outcome?
• What are all of the issues to be negotiated?
• What are the needs of my counterpart and of the
  customers we both serve?
• What strategy or tactics should I use?
• What are the styles of the negotiators?

Source Stark, Peter B., and Jane Flaherty. The
Only Negotiating Guide Youll Ever Need 101 Ways
to Win Every Time in Any Situation. New York
Broadway Books, 2003.