Twelve Useful Negotiating Tips
By Tristan Loo
1. Avoid the YOU and “YOUR words at all costs when dealing with an angry person. "You did this." Or "“It was your fault"” is a direct attack on the person you are talking to and they're instinct will be to defend themselves or counterattack.
2. Speak very softly when your counterpart is yelling. This voice-leading technique will force them to lower their own voice to match yours. It will also force them to listen better in order to hear your words. Remember that the tone of your voice as an amazing power to either escalate or deescalate a confrontation.
3. Don't react to personal attacks, or try to defend them. This will only make you into a punching bag for additional attacks. Instead, acknowledge those attacks as an attack on the problem that you both share and work with your counterpart on trying to find a solution.
Read the other 9: 12 useful negotiating tips
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