Facilities Manager or Hostage Negotiator
“Shark Tank” uber-shark Kevin O’Leary said it: “So much of life is a negotiation.” Perhaps you chose a career in facilities management because you’re more comfortable dealing with buildings than with people. But buildings house people, and sooner or later, any facilities manager is going to have to deal with the human factor. Whether you’re discussing the acquisition of a secure high density storage system or simply trying to change a few light bulbs in someone’s office, you can find yourself facing a hostile personality. How do you negotiate to get what you need while keeping everyone happy?
Consultant Andy Raskin recommends getting the contentious parties to the point of “that’s right.” He cites the work of former FBI hostage negotiator Chris Voss, who ran high-profile negotiations in hot spots like Iraq and Colombia. Voss is particularly skilled at active listening – reflecting back a speaker’s words to create affirmation and stimulate them to continue the dialogue. Voss found that when active listeners acknowledged the emotions underlying their opponent’s position, the hardliners felt that their concerns had been heard and understood – a “that’s right” moment. And from that point of respect and understanding, negotiations could be resolved easily.
It’s a technique that works in business life as well as international relations. The next time you’re facing a difficult negotiation, try the active listening style Andy Raskin discusses in his Medium blog. You may find that your proposal is swiftly granted.
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