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Managing resistance
(2° part)
Achieve
results!
Do you face any resistance in your interlocutor (partners, clients, suppliers)? Have you analysed possible causes and do you want
to ovecome that resistance? Here you have the most successful strategies.
We talked about this with Adriana Galgano, a senior partner of Ottantaventi which operates in the field of management and sales training.
Adriana Galgano is an instructor in Italy and abroad for companies of National and International importance. One of the courses organized by her company is actually
aimed at providing participants with the tools to understand and to manage resistance.
“To manage resistance” says the expert, “it is very important to develop
the skill of foreseeing it. This allows us to use the strategy “ask more than you need”, very useful in everyday life too. For example, a common day to day situation is that of arranging an appointment with a doctor or a supplier. To fix
the desired date, it is completely wrong to open the phone call in the following way: “I’m calling to arrange an appointment” and
wait for your interlocutor to propose a date. Acting in this way we are accepting that the
starting point of possible negotiation on the date is established by our interlocutor in relation to their needs. The date is to be proposed by us. If we think that our proposal
will not meet resistance we can ask for the date we want immediately. If we foresee resistance it is better to propose
an earlier date in order to have wider margins of negotiation. The
tougher the resistance we foresee the wider the margins should be.
“Furthermore it is always very useful to give reasons, to explain very clearly why we are making the request. People want
a good reason to do what they are asked to.” she added.
But, how to face resistance during a conversation? Adriana Galgano claims that it is best
to avoid entering into a dangerous conflict. “Remember never to interrupt those who are expressing resistance,
never to give an answer which is too quick. Answering quickly makes the interlocutor think that they are right “since he is
so ready to answer, my point of view must be widespread!”.
“Above all it is important to treat any position with respect, even if it is completely wrong. The
least effective method of persuasion is to give the impression of imposing your
will, your opinions or your tastes.” she
concludes.
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Resistance
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