HOLLY SCHROTH, M.A., PH.D.
In the session titled,
Strategic Negotiations and Influence,
Holly Schroth, M.A., Ph.D, an
award-winning senior lecturer
at the University of California at
Berkeley, and a leading author
of negotiation exercise materials, shared insights into the negotiating process.
Schroth defined the concept
of negotiation in two ways: 1)
As a process in which parties
share information and use prob-
lem solving to achieve mutually
beneficial solutions, and 2) as
a relational process to achieve
agreement through discussion
and influence. She cited “set-
tling for too little” and “walking
away from the table when there
is a good offer,” as two common
mistakes made by unskilled ne-
•;Do considerable upfront research before initiating a
•;Scope out, in advance, possible alternatives to a negotiated agreement.
•;Put together and offer different packages of options,
as people like the psychological freedom of choice.
• Avoid language irritants
such as labeling the other
person negatively, telling
the other person what to do,
labeling one’s own behavior
as superior and just generally being rude.
STUDIES HAVE SHOWN THAT FOR EVERY 1% INCREASE
IN THE SERVICE CLIMATE, THERE IS A 2% INCREASE IN
REVENUE. [ ]