Negotiating From Confrontation to Cooperation

After I finished reading the book "The Power of a Positive No" from William Ury and learned how to root from ourselves, it's quite nature I would like to revisit his book "Getting Past No" to review how to negotiate our way from confrontation to cooperation.

After we stay in our shoes and give our proposals, we want a Yes back. In the real life, it's rarely happen in a smooth way, moreover, the answer back is No. How can we pass through this No constructively? William Ury's book tells about that almost two decades ago and it is still valid in today's world. I love his statement, especially "soft on the people, hard on the problem" tells the smart way to maintain the relationship while solving the problem.

Thinking about negotiation, immediately we may have a picture of two group of people sitting on the two sides of long table, face to face confronting each other. That's not the case. A better picture could be two group of people sitting together, side by side solving the problem jointly. Identifying the problem to be solved -- the interests from both side --instead of the position of each side --then we can start to explore the options to satisfy both sides' interests. Does that sound too simple to be true? Certainly easier said than done. To solve it, Ury listed some real world barriers preventing us from cooperation or tract us back confrontation situation:

• Our Reaction: we, as human being, can react differently to the No response, which could direct the renegotiation to an undesired emotional way.
• The other's Emotion: Even if we controlled our reaction, the others may not, which can lead to further distrust relationship.
• The other's position: Not everyone understand the benefit of looking at interests instead of position. The other side may stick to their position and want us to give in.
• The other's dissatisfaction: A mutually satisfactory agreement may not be all the interests from the other side. The deeper interests, such as fear losing face may lead to dissatisfaction.
• The other's power: Even we are treating negotiation as win-win situation, the other side may only want to win it by beating us up. The power play could prevent the other from any cooperation.

After we understand what kind of barriers we could face, Ury describes a five-step strategy to break through those barriers. Using indirect action, we can create an environment and help the other side learn how to break through their resistance by themselves. The five steps describes below:

0. Prepare:
   

Prepare is not a formal step, but it's crucial before any step. The more preparation we put down before the negotiation, the more likely we can achieve what we want. Ury listed five important parts in the preparation process:



1. Interests:
   
   1. Find out our own interests, and prioritize the list.
   
   
   2. Find out the other's interests, Instead of just facts, try to understand their perceptions of the facts
   
   
2. Options: After we know the interests of both sides, we can start to brainstorming the possible options without judgment, then evaluate those options to see if they satisfy the interests of both sides. Put "That won't work" criticism aside while we let the thinking go wild.
   
3. Standards: To avoid give-in from either side, we could use some standards to resolve the conflict fairly. The useful example of standards could be market value, equal treatment, the law, or the historic cases, etc.
   


4. Alternatives:
   
   1. BATNA(Best Alternative to a Negotiaed Agreement) can be executed without the other side. It's the base of evaluation of our negotiation, and the power during the negotiation. The weak our BATNA to our interests, the less power we can leverage during negotiation.
      
   
   
   2. There are three simple questions to explore our BATNA: What we can do to achieve our interests without the other side? What we can do to the other side so that they start to respect our interests? What we can do to the negotiation, such as bring in the third party, to extend our interests? The answer which satisfy our interests best is our BATNA.
      
   3. After we find the possible BATNA, we can think and develop the way to strength our BATNA to make it better and more powerful.
   4. If our BATNA is better than any other agreements we could reach with the others, why should we keep negotiating with the other? If we have correct idea about how powerful our BATNA is, BATNA is a great tool to help us decide if we should negotiate in advanced.
      
   5. Identify the other's BATNA. The old saying from Sun Tzu said:
      "Know thyself and thy enemy, victorious (work required to put knowledge to good use).
      Know thyself and not thy enemy; 50:50 chance.
      Knot not thyself and not thy enemy; defeat."
      (知己知彼，百战不贻；不知彼而知己，一胜一负；不知彼不知己，每战必败。)
      Knowing the other's BATNA can help us develop the agreement to beat their BATNA, also, it gives us the idea how to count their BATNA.
      
   
   
5. Proposals:
   
   1. Proposal is not only an option. It should be a possible agreement we can say Yes to. We can prepare multiple proposals in our mind before the negotiation.
      
   2. The good proposal should meet our interest and the other's interests, better than our BATNA, and beat the other's BATNA.
   3. Start with proposal " What do you aspire to?" as the best case scenario which satisfy both sides' interests easily and still be realistic.
   4. Consider with proposal " What would you be content with?" as the possible result which still satisfy both sides' interests but far from perfect.
   5. Stop at proposal "What could you live with?" as the last choice which just marginally beat our BATNA. If this proposal cannot be accepted, it's time to take our BATNA.
      
   
   
After all those preparation work, we gain enough knowledge in our mind. Now it's time to rehearse our mind in real before the real play. Keep playing until we make everything right. It's no doubt to caught some mistakes during the rehearsal instead of the real one.


1. Go to the Balcony -- Don't react:
   

To break our reaction, we have to stay focused on what we want to achieve. Go to Balcony can help us regain the mental balance and keep focus on the problem.

When we react to the confrontation, there are three common reaction without thinking:
we either strike back with our negative emotion; or we just give in our interests we will regret for; or we even break off the relationship with the other side.

None of those natural reaction helps to solve the confrontation effectively. If we lose our control, it's easy to lose our insights and objectives, thus lose our interests eventually. Even worse, it gives the other side best excuse and power to continue what they are doing. Ury explains it in a humorous way: "By reacting, you become part of the problem. Just as it takes two to tango, it takes two to tangle."

Thus, at any time during the negotiation that we want to react impulsively, we should go to our mental balcony to cool us down. Keep the prize in mind when we control ourselves. But how can we be aware of the situation? Identify the other's tactics and name the game. There are three common type of tactics we need to be prepared:

1. Stone walls: It is an obstructive tactic showing the other side refuse to budge. Some cautious statements list below:
   
   1. "What's done is done! IT can't be changed."
   2. "I can't do anything about it. It's company policy."
   3. "We'll get back to you later."
   4. "Take it or leave it!"
   
   
2. Attack: It is an offensive tactic trying to intimidate the other side and make the other side uncomfortable. Some samples to insult, badger, or bully the other list below:
   
   1. Threaten: "Do it or ....!"
   2. Attack the proposal: "It's way out of line!"
   3. Attack the person and credibility: " You haven't been in this job long, have you?"
   4. Attack the person status and authority: "I only talk to the real decision maker!"
      
   
   
3. Tricks: It is a deceptive tactic to trick the other side. Some common tricks list below:
   
   1. Manipulate the data by using false, phony, or confusing figures.
   2. "No authority" play: misleading by fake authority
      
   3. "Add-on" play: Throw last minute request into the request.
      
   
   
If we understand how those tactics play, we could react to it in a neutral way instead of nature reaction being played by those tactics. Of course, understand ourselves, and know what is our emotional susceptibilities, or "Hot Buttons", can prepare us without losing temper after we figure out the tactics the other side use.

Then we need buy us some time to go to balcony -- think. Ury lists some methods to get us more time:

1. Simply pause and say nothing, which helps us go to balcony, and may help the other side cool down. A useful way Thomas Jefferson describe: "When angry, count ten before you speak; if very angry, a hundred."
   
2. Rewind the tape can buy us more time, which gives us chance to clarify with the other side and slow down the process. It also shows we are active listening to the other side:
   
   1. "Let me just make sure I understand what you're saying."
   2. "Hold on. Let's back up for a minute and review..."
   3. Take careful notes: "I'm sorry, I missed that. Could you please repeat it?"
   4. "I am not sure I'm following you. Correct me if I'm wrong..."
      
   
   
3. Take a time-out if we need more time to consider. Find a good excuse to take a break:
   
   1. Excuse to take a break: "We've been talking for some time now. Before continuing, let me suggest a quick coffee break."
   2. "That's a good question. Let me find our and get back to you right away."
      
   3. Set up a separate caucus with own team.
   4. Temporarily change the topic to other stories.
   5. Bring along a partner to watch out each other, and get time out when the partner talks.
      

There are many ways to get ourselves move to balcony in our mind. The Rule of thumb is always: Never make an important decision on the spot. It's much better if we can sleep on a decision if all possible, or at least step outside before the conclusion. Test deadline and relax it if possible is another way to buy us more time.

I love to use the statement from Ury:

"Remember that agreement required your assent. Your worst enemy is your own quick reaction; only you can make the concession you will later regret."

"Don't get mad. Don't get even. Get what you want."



2. Step to their side -- Don't argue:
   

To defuse the other's negative emotion, we can step to their side, listen to them, acknowledge their points and feelings, and show them respect by agreeing wherever we can.


1. Active listening to the other side, give them chance to talk first, then reflect back and ask for the corrections:
   1. Don't interrupt even if we disagree or feel negatively.
      
   2. Let the other side know we are listening by maintaining eye contact, nodding, responding with "uh-huh" or "I see".
      
   3. Give the other side chance to finish by asking: "Is there anything more you would like to add?"
   4. Encourage the other side express all their thoughts by asking: "Yes, Please go on." or "Then what happened?"
   5. Paraphrase the other's talk and ask for any possible corrections. It ensures that we understand the other, and makes the other feel understood and satisfied.
      


2. Acknowledge with confidence the other's points even disagree to create the climate for agreement.
   
   1. Acknowledge is not an agreement, it only means that we accept it as a valid point of view among others.
      
   2. Recognize the other by saying: "I can see how you see things." or "You have a point there." or "I understand exactly what you mean."
      
   3. Preempt the other by saying: "If I were in your shoes, that's the way I'd see it."
   4. Acknowledge the other's emotion such as angry or fear, show that we understand why they feel as they do by saying:"I appreciate how you feel." or "You think...I can understand that. I'd probably feel angry too." and expressed in body language and tones sincerely.
   5. Apology for our share even the other side is the main cause:"I'm sorry you've had this problem. You're one of my favorite customers and the last person I'd want to see unhappy. What can we do to make it up to you?"
      


3. Agree to the other side wherever we can. Look for any opportunity to agree.
   
   1. Agree without conceding. Focusing on the agreed part which is the common ground for both sides, although it's natural for people to focus on the differences which cause the problem.
      
   2. Look for any opportunity to say Yes, such as "yes, you have a point there." or "Yes, I agree with you." At the same time, try to get as many Yes as possible from the other side. Turn even the controversial questions into a possible Yes answer instead of letting the other side say No.
      
   3. Observe the other side's communicative manner, and try to tune in their wavelength. Adapt to their communication tone, volume, and posture. Find out the sensory focus from the other, such as visual, auditory, or feeling, then connect with them by the similar language. An example could be: "Can't you see what I'm saying?" or "Let's focus on that." v.s. "I do see your point" or "I can picture what you're saying." is a visual pair. "Listen to this" v.s. "I hear you." is an auditory pair. "That doesn't feel right to me." v.s. "I'm not comfortable either." is a feeling pair.
      


4. Acknowledge not only the other's points, but also themselves personally.
   1. Remember that we have to treat person and behavior separately. As Ury said in his book: "Reaffirming the person does not mean reaffirming the behavior."
   2. Based on fact instead of purely flattery, acknowledge the other's authority or competence. Some examples are saying "You're the boss.", or "I respect your authority.", or "I've been told that you are the most knowledgeable person on this policy.", or "Your presentation was succinct, persuasive, and to the point. I don't think I've ever seen it done better."
   3. Build the positive working relationship with the other, so that they will more incline to our benefits.
      


5. Express our views without provoking: After we've done all listening and acknowledging work, we now start to get our voice heard.
   1. Use "Both...and..." instead of "Either...or..." minds. The differences can coexist after the reconciliation. Present our views in a cooperative situation instead of defeating each other.
      
   2. Use "Yes...and..." instead of "But,...". "But" is often interpreted as "I think you are wrong for the following reasons." "Yes...and..." let the other side feel more inclusive and agreeable. Present our views in an addition to rather than a direct contradiction to the other's view. Some good examples are "I can see why you feel strongly about this, and I respect that. Let me tell you, however, how it looks from my angle...", or " I am in total agreement with what you're tryint to accomplish. What you may not have considered it...".
      
   3. Use I-statement instead of You-statement. I-statement shows the other our experience and feeling impacting by their behavior or request. I-statement offers the other another angle to see the topic instead of challenging their views. It is our feelings, views, needs, concerns, and desires, instead of the other's issue. Some useful phrases are: "I feel...", or "I get upset when...", or "I'm not comfortable with...", or "The way I see it is...".
   4. Acknowledge the other's view, but stand firmly up for ourselves. Don't just give in to fall into the accommodate trap.
   5. Acknowledge the differences, and express optimism that the differences will be resolved. Affirm our interest to reach the agreement, and assert our belief that a satisfactory solution is feasible.
      

All in all, what we are trying to do in this step is to create a favorable climate for negotiation.


3. Reframe -- Don't reject:
   

To disarm the other's position, we can take their position and explore the interests behind it by active listening. Instead of stick to the inflexibility of the other's game, try to pull them into our game by not rejecting the other's saying and reframe it as a start to resolve the issue.



1. To change the game, change the frame by redirecting the other's attention from position to interests identification, available options or standards of faireness. A good example to shift the conversation can be: "That's interesting. Why do you want that? Help me understand the problem you are trying to solve." It is the power of positive perception.
   
2. By asking problem-solving questions, we can redirect the other's attention to the problem. Thus questions will be answered by their opinions instead of ours, which is more acceptable by the other.
   
   1. Ask "Why?" indirectly until we find out what kind of motivation behind the request. Invite the other to tell us more by asking: "Help me to see Why is it that you want that?" "I am not sure I understand What is the problem?" or "I'd be interested in understanding What are your concerns?"
      
   2. Ask "Why not?" if the other side does not reveal their interests and Why question doesn't work because people love to criticize. "Why not do it in this way?" or "What would be wrong with this approach?" gives the other chance to criticize our proposal and reveal their interests. Asking "If I understand what you're saying, your interests are ... Is that right?" People will be love to correct our misunderstanding of their interests by responding :"That's not exactly right. You've forgotten about..." and on and on.
      
   3. Build the trust between us and the other side can help the other more willing to reveal their points to us. Show them our interests and ask for theirs little by little, we can build the trust incrementally.
      
   4. Ask "What if?" to engage the other side in discussing options without challenging their position.
      
   5. Ask for the other's advice to engage them in discussing options. Ask "What would you suggest that I do?" "What would you d if you were me?" or "What would you say to my boss if I...?"People are flattered by asking for the advice and hard to resist the temptation to teach others. It also give us opportunity to educate the other side our problems.
   6. Ask "What makes that fair?" to protect us from unreasonable request. "You must have good reasons for thinking that's a fair solution. I'd like to hear them." We may need to propose the standard before asking for the fairness. Even if the other side rejects our proposed standard, we can still ask them to come up with a better one, so that the whole topic is around the fair outcomes instead of the positions.
   7. Make our questions open-ended and eye-opening. We do not want to ask questions build in with No as answer. So avoid the questions prefaced by "is", "Isn't", "can", "can't", instead prefaced our questions by "how", "what", "why", "why not", or "who".
   8. Tap the power of silence. Do not push for the answer immediately after our problem-solving questions. Give the other side time to engage themselves into problem-solving minds. Persistently Ask countless questions until we reach the answer.
      
   
   
3. Reframe tactics to be used:
   
   1. Go around Stone Walls: How can we deal if the other side draw a firm line: "take it or leave it"? Ury listed three ways to go around to reframe:
      
      1. Ignore the stone wall and continue on the problem. If the other side are serious about it instead of just bluffing, they will repeat.
         
      2. Reinterpret the stone wall as an aspiration or target, and redirect attention back to the problem.
      3. Take the stone wall seriously, but find reasons to test it. Try to turn the other's stone wall into our advantage.
         
      
      
   2. Deflect Attacks: How can we deal with the other's threats, insults, or blame? Here are some useful ways to deflect attacks:
      
      1. Ignore the attack and still focus on the problem. If the other side see their abusive tactics do not work, they will often stop.
         
      2. Reinterpret an attack on person as an attack on the problem, and ignore the attack on person part.
      3. Misinterpret an personal attack as friendly show of concern. Humorous interpretation helps bring the trust back.
      4. Reframe from past wrongs to future remedies, from who was wrong to what can be done to make it right and solve the problem. Admit the error and ask "How can we make sure it never happens again?"
      5. Use "We" instead of "you" and "me" create a shared atmosphere for the common goal.
         
   3. Expose Tricks by playing alone with it. We can response as if the other side is in good faith and not playing tricks with us, but we need to act slow and ask probing questions to test if that's trick. If there's no trick, no harm to probe. If there's trick, no confrontation directly and they can pretend it's mistake or misunderstanding.
      
      1. Ask clarifying questions to check and clarify the other side's assertions, and watch for ambiguities and outright evasions in their answers. However, we should pretend confused and ask for explanation even if we spot some contradiction. Try to ask some questions we've known the answer, and observe the behavior. For fake authority trick, ask "Am I correct in assuming you have the authority to settle this matter?" and make sure we get the specific answer. If the other don't have full authority, ask who else have to agree and how long it takes to get the answer. For last minute throwing demand trick, ask "Are you suggesting that we reopen the negotiation?" If the answer is no, then "well then, I think we should just stick with the agreement we've already reached." If the answer is no, then "All right. We'll treat it as a joint draft to which neither side is committed. Let's meet tomorrow to discuss possible changes after we both check with our boss." to buy more time.
         
      2. Make a reasonable request that the other side should agree if they are in good faith as the other side pretend to be cooperative, then decide the next step based on their response to the request. For another stakeholder trick, we can request to meet including that stakeholder and follow up from there.
      3. Turn the trick into our advantage since the more pretending the trick plays, the harder they can reject what they just pretend.
         


4. If all above efforts can not turn the game, we have to negotiation the rule of the game explicitly, which is the negotiation about the negotiation.
   
   1. Bring it up so that the other side can stop the tactics since we've known what they are doing. Be careful to present it as an interesting contribution instead of an underhanded trick to avoid attack feeling. Ury gives some examples to politely bring the tactics up: "It sounds like you're having a rough day." to rude response; "You are not intending to threaten me, are you?" to threats, or "You guys are terrific! That's the best good guy-bad guy routine I've seen in years. Did you plan it, or was it just a coincidence? Seriously now, let's see if we can establish a fair price for the books." to tricks.
      
   2. If bringing it up doesn't work, then we have to negotiate about negotiation first. Negotiate the process by identify interests, generate options for how best to negotiate, and discuss standards of fair behavior so that we can get back to the negotiate about substance constructively and productively.
      

Reframe helps to turn the game from positional bargaining into joint problem-solving.


4. Build them a Golden Bridge -- Don't push:
   

To satisfy the other's dissatisfaction, we can build a connection from their position to a mutually satisfactory agreement, build the bridge to fill the gap between their interests and ours.


1. There are some common reasons behind the stalled agreement. Ury lists four common reasons below:
   
   1. Not their idea
      
   2. Unmet Interests
   3. Fear of losing face
      
   4. Too much too fast -- overwhelming
      


2. Instead of pushing the other side who may resist further, we could build the golden bridge across the chasm of dissatisfaction, uncertainty, and fear so that the other side can easily step across towards to our preferred direction. The following are steps to disarm common resistances.
   


3. Involve the other side -- to avoid the feeling "not my idea". The process of negotiation is as important as the result, so we have to work together with the other side.
   
   1. Ask for and build on the other's ideas. We need to resist the temptation to tell the other side what to do, instead, we should ask for their ideas before we tell so that we get the other side involved and understand better their interests. Then we can build on their ideas by selecting most constructive part, starting with them, heading to the direction we want to go. "Building on your idea, what if we...?" or "As a follow-up to our discussion, it occurred to me that..." can show the other side how those proposals origin from their ideas so that they will buy in easily.
      
   2. Ask for constructive criticism. Encourage constructive feedback by asking problem-solving questions such as "which interests of yours does this approach fail to satisfy?" "In what respect is it not fair?" "How would you improve on it?" or "is there any way we can make it better for your side without making it worse for mine?" The asking--revising process can be repeated multiple times until all parties are mutually agreed and see the draft as their own.
      
   3. Offer them a choice. If the other side does not tell, we can start to ask small decisions with option provided such as "if this option better for you than that option?", "Which approach would you prefer?" or "Would you prefer to meet at your office or mine?". Offer list of alternatives so that the other side can choose from and turn the proposal into the other's idea.
      


4. Probe deeper, and Satisfy unmet interests:
   
   1. Don't assume the other side is irrational and never satisfied. So don't give up and complaint about inflexible. Try to step into the other's shoes and probe the deeper unmet interests.
      
   2. Don't overlook basic human needs, and always assume the other side only want money. There are a lot of other intangible motivations behind such as security, recognition, feel important, control, etc.
      
   3. Don't assume a fixed pie. It is not necessary to assume the more the other side, the less on our side, to satisfy the other's needs by frustrating ours. Be creative to look for low-cost, high-benefit trade by identify what's low cost for us, but high benefit to the other side, then trade it for items low cost for them, but high benefit to us. Or use "if...then" formula to avoid fighting the other side's skepticism: " what you want is the base, but if ...change, then you agree to ...change?" Take advantage over expanding the size of pie instead of fight for a fixed pie.
      


5. Help the other side save face so that they or their constituents do not feel giving in or look like losing the deal.
   
   1. Help them back away without backing down. Saving-face is not a cosmetic effort. It is the combination of people's self-worth, dignity, desire to look good, and ego.
      
      1. Explain how circumstances have changed although they may have been right originally.
         
      2. Ask for a third party recommendation
      3. Point to a standard of fairness if third party is not available.
         
      
      
   2. Help the other side write their victory speech to present to their constituents, to whom they care. Try to give them credit even that's purely ours.
      


6. Go slow in order to go fast -- to avoid the overwhelming feeling that too much needs to be decided in too short time. Break the process into small stages, pace them and stop if necessary, and look back periodically at how far we have come together.
   
   1. Guide them step by step, and break agreement into small steps, can make things impossible into possible. By moving progressively from the easier to the more difficult issues, we can get the other side into the habit of agreeing. Start with experiment or pilot before the final move on. Pause at each step to sum up progress and look at the rest of task shrinking.
      
   2. Don't ask for a final commitment until the end. If the other side is reluctant about step-by-step approach worrying that if they give an inch, we'll take a mile, don't press for an immediate concession. We can affirm them nothing is agreed until everything is agreed and they need not make a final commitment until they can see exactly what they will get in return at the very end.
      
   3. Don't rush to the finish if the process comes to the end. Take a moment to sum up:" let's make sure we both have the same understanding of what we have agreed on." Then go over each issue carefully. Put it in writing if possible. Encourage the other side consult with their constituents.
      
Building a golden bridge for the other side cross the chasm make it easy for them to say yes.



5. Use Power to Educate -- Don't escalate:

To dissolve the other's power, we can show our power to educate them the winner in the power game can not be them alone. The win-win situation is the only solution for both sides. If we use power to escalate and force, we could easily end up with lose-lose situation.

The power paradox tells that "The harder you make it for them to say no, the harder you make it for them to say yes." To overcome this power paradox, we could make it easy for them to say yes by providing golden bridge, and still make it hard for them to say no by exercising power. As Ury says: " Use power to bring them to their senses, not to their knees." Ury also lists many ways to bring the other side back to the table.


1. Let the other side know the consequences:
   
   1. Ask Reality-Testing questions such as:
      1. Ask "What do you think will happen if we don't agree?": "Are you aware how serious the consequences will be for both of us if we don't settle this issue?" If the other side might have misunderstood or ignored the consequences.
      2. "What do you think I will do?": "What will you advise me to do if you were in my position?" or "what do you expect me to do to satisfy my interests?" If the other side may underestimate the strength of our BATNA, use questions to show them we are not as vulnerable as they thought.
         
      3. "What will you do?": "What are you likely to do in the absence of agreement? How will that satisfy your interests? How much will that cost you?" If the other side may overestimate their BATNA, use questions to probe its negative parts.
         
      
      
   2. Warn but not threaten. Let the other know directly what will happen before we adopt our BATNA and give them last chance to reconsider. Be objective and respectful instead of subject and confrontational to avoid backfire.
      
   3. Demonstrate our BATNA to educate the other side. Walk out the table peacefully and leave the door open for them to change the mind by saying:"I'm sorry, but the way in which we have been negotiating is not likely to lead to a constructive outcome. I'm ready to negotiate anytime you are. Here's my contact. Please give me a call when you're ready. Until then, I guess I'll have to pursue my alternatives." Prepare the BATNA is another way to demonstrate our BATNA.
      


2. Use our BATNA to defuse the other's reaction. The more power we use, the more we need to defuse the other's resistance.
   
   1. Deploy our BATNA without provoking the other side, keep in mind the goal is to bring them to negotiation table. Use the minimum power necessary to deploy, or use legitimate means so that less negative reaction arise.
      
   2. Neutralize the other's attacks instead of striking back and keep in mind the goal is to show them that they can satisfy their interests only by negotiation, not punish them.
      
   3. Tap the third force to leverage:
      
      1. Build a coalition, identify potential allies who most likely to sympathize with and lend support to our cause, or the other side's constituency, or the neutral people in the middle.
         
      2. Use third parties to stop attacks.
      3. Use third parties to promote negotiation. They could induce the other side return to negotiation, or settle dispute by mediating.
         
      
      
3. Keep sharpening the contrast between consequences of no agreement and the golden bridge. Keep sharpening the other's choice, still leave our generous offer on the table in full view and provide them an attractive way out.
   
   1. Let them know they still have a way out. It reminds me the old stories of "背水一战": while the people are forced to die, they will fight for their lives with largest power.
      
   2. Let them choose between the contrast and make their decisions.
      
   3. Even if we can win, we still try to negotiate. Not only will the other side resist more, but also they may try to undermine or reverse the outcome as much as they can.
      


4. Forge a lasting agreement:
   
   1. Keep implementation in mind to induce the other side to keep their words and protect us if they don't, since the other side may failed to carry out the terms even if we reach the agreement. Act independently of trust.
      
      1. Design the deal to minimize our risks. Make sure we don't need to carry out our side until the other fulfill theirs, and build guarantees into the agreement.
         
      2. Build in a dispute resolution procedure.
         
      
      
   2. Reaffirm the relationship. Be generous at the very end. Resist the natural temptation to claim the victory. Gracious words and symbolic gestures can help, or a signing celebration for both sides.
      



Overall, we need to keep in mind that we're aiming for mutual satisfaction, not victory on our own. We use power to educate instead of fighting.

That's all for five-step breakthrough. As Ury says: " The goal is not to win over them, but to win them over. "The five-step breakthrough strategy plus patience and persistence will lead us to the successful cooperation and agreement more likely. Thus we can turn face-to-face confrontation into side-by-side joint problem-solving by turning negotiating adversaries into partners.

Actually a lot of points are repeated in Ury's newest book "positive No". Does that sound repeating and wasting of reading time? Absolutely Not. In my point of view, reaffirming those points is a great practice to make it our natural response.

So, what will be the next? Buy the book for all the others to save the trouble of renegotiation? Probably a good idea. LOL.

What's the real world project management?

Finally I got time to read the new book "Scrappy project management" from Kimberly Wiefling. I knew it will be a great book and I wanted to read it immediately after I knew her new book will be published. Why? Kimberly is a very energetic lady who motivates people around her. I love her style and admire her rubber chicken. Oh, did I tell you the story about rubber chicken? I had one cute rubber chicken at my desk. I still remembered the time Kimberly dropped the rubber chicken to the ground and asked us why the chicken dropped. So many answers presented. Earth gravity for sure. The most powerful answer I even got is:" I let it go!" The rubber chicken won't drop if we would not let it go! The impossible task won't be accomplished if we would not try!

I was reassured that point after I finished the preface. PMBOK is a good start to learn what should happen for a project from start to finish. It is neat and ideal in a sanitized world. "Real projects are messy!" How can we achieve most and take advantage of PM knowledge while we are dealing with the real world case? Kimberly showed us a scrappy world where we lived in.

Here's the scrappy project management checklist Kimberly presents:

1. Be completely and unrepentantly obsessed with the "Customer".

Do not assume anything. Find out who is the customer, what is the needs of customer, and how can we delight the desire of customer. We should never be busy with other matters instead of meeting with customer. The reason comes from the fact: "More than 50% of all new products fail to meet their goals because they don't meet the needs of their target customers and because they are released with unacceptable quality issues. Even when the quality is acceptable, between 60% and 90% of all new products fail to meet customer expectations."

Surprised? You should not. While whole project team members are working hard to meet the schedule deadlines, the assumed requirement may not meets customer expectations at all. No matter how sophistic your product can be, the REAL CUSTOMER may feel "you never listen to me" simply because it is not what customer needs. Does this sound so simple? Many projects failed because of the customer ignorance.

Customers may not know what will be the ideal solution before the solution is invented. However, they are the truly firsthand source to share their issues to overcome, their headache to kill, and their dissatisfactions to delight, with you, if you are carefully and actively listening.

So, before the project starts, the first thing we need to do is to pay a visit to our customer. The cost of trip will be rewarded by the customer satisfaction certainly.



2. Provide shared, measurable, challenging and achievable goals as clear as sunlight.


The number one reason project failed is the lack of goals. Thus team can not achieve the goal and project failed. Ask all stakeholders what their project goal is, they may give you different view of goals. If those different view of goals are towards different direction, the team will be stretched apart.

"You can Do it!" Only if you know what "IT" means. "All road leads to Rome." Only if Rome is the eternal destination.

A traditional way: SMART goal which defines the success exit criteria for a project is essential to project success.


• Specific: who, what, when, which, why, where
  
• Measurable: how do we know it is finished?
  
• Achievable: the project to make people live forever is born to fail, at least, in my point of view.
  
• Relevant: A car company may not want to build a spaceship.
  
• Timely: someday will never work.
  


The famous project Triple Constraint defines three important factors: Schedule, Scope, and Cost. However, they are not the only factors in the play. Finishing a project on time, with the right requirement, and within budget does not mean the project is success. There are a lot of other aspects to consider: quality, usability, profitability are just some examples to ensure the successful project.

Moreover, most people only look at the simple SMART goal in their success scorecard. The results are the only focus without considering the impact of the process on people themselves. We, as a project leader, have to have our own success scorecard while contains both results and relationship. As always, the relationship last longer than the companies.

I love the scorecard Kimberly give in her book. She mentioned the key attributes of a useful scorecard as follows although the format varies:


• A complete list of success criteria
• A clear description of each of these criteria
• SMART target for each criterion
• The minimum acceptance limit for each criterion
• Prioritization of these criteria, at least the top three most important one
• Updated at each major checkpoint with status and action required to make it move
• Clear ownership to get accountability


Since not everyone in the team will read long requirement documents, a one-page scorecard keeps the team members aware of the goals clearly and posted with the progress. It's also a useful technique to communicate with stakeholders who are busy with many other matters.


3. Engage in effective, vociferous and unrelenting communication with all stakeholder.
   

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4. Ensure that roles and responsibilities are unmistakably understood and agreed upon by all

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5. Create viable plans and schedules that enjoy the team's hearty commitment.
   

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6. Mitigate big, hairy, abominable risks and implement innovative accelerators.
   

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7. Prioritize ruthlessly, choosing between heart, lungs and kidneys if necessary.
   

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8. Anticipate and accommodate necessary and inevitable change.
   

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9. Challenge assumptions and beliefs, especially insidious self-imposed limitations.
   

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10. Manage the expectations of all stakeholders: under-promise and over-deliver
    

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11. Learn from experience. Make new and more exciting mistakes each time!
    

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12. Attitude of gratitude: celebrate project success and some failures, too!
    

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[Edit: to be continued.]