Negotiation Power Skills Applied in Library Services Management
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The document discusses the importance of negotiation skills in library services management, defining negotiation as a process vital in everyday life and business. It outlines key factors affecting negotiation, methods to identify wants and needs, and provides practical negotiation skills and checklists specifically tailored for negotiating internet subscriptions in libraries. Overall, it emphasizes that effective negotiation requires understanding both one's own and the other party's motivations and perspectives to achieve favorable outcomes.
Negotiation Power Skills Applied in Library Services Management
- 1. NEGOTIATION POWER SKILLS APPLIED IN LIBRARY SERVICES MANAGEMENT Shirley Ingles-Cruz Commission on Appointments singlescruz@gmail.com FUSION '13: NEGOTIATION POWER SKILLS & LIBRARY SERVICES MANAGEMENT 18-19 OCTOBER 2012 ADAMSON UNIVERSITY, MANILA
- 2. Points of Discussion: Introduction Definition of Negotiation Negotiation Cycle Factors affecting negotiation 5 simple methods to get what you want Negotiation skills Checklist for the negotiation of internet subscriptions Summary An INVITATION
- 3. Negotiation is important in our everyday lives – be it in our house, in our offices, among our households, our friends, our officemates, our clients and most often when we do transact business with any business entities and agencies. It is simply essential in our daily life where in it already becomes part of our day to day encounter and dealing with people. Through times and experiences, some learn to become good negotiators over different situations. I believe that negotiation is not an innate ability but skills to be honed and be acquired over time. So what is negotiation? INTRODUCTIO N:
- 4. “Negotiation is a process of forming an agreement on how two parties should proceed and act in accordance with a potential trading agreement or customer/supplier relationship. (sales-evaluation.com) “Negotiation is a field of knowledge and endeavor that focuses on gaining the favor of people from whom we want things.” (Cohen, Herb) According to numerous management luminaries such as Chester Karass “In business as in life, you don’t get what you deserve, you get what you negotiate.” What is negotiation?
- 5. “Negotiation skill is simply the ability and the competence on how the knowledge and endeavor are being used in order to gain the favor of people from whom we want things and in order to get the best deal possible. Negotiation skill
- 6. Discovery Launch Exploration Fulfillment Evaluate & Review Architecture Agreement Negotiation Cycle
- 7. Discovery --- Goal -- Knowing what you and/or your clients’ want Exploration --- Research & trials Architecture --- Design & structure -- understanding what you and/or clients’ want Agreement --- Closing the deal / Contract signing Launch --- Making available to users Fulfillment --- Achieving the goal Review & evaluate --- Statistics & satisfaction
- 8. • Time • Environment • Personalities • Information • Personal issues • Hierarchy Factors affecting negotiation:
- 9. Time - specific deadlines; a sense of urgency; an initial or follow-up opportunity/meeting and all that entails; inaction Environment - physical environment (and its impact upon our senses); professional or cultural expectations ("here, we do it this way") Personalities - temperament and behavior; number of people in the setting Information - knowledge or lack of; perception of one another's knowledge base Personal issues - personal identity and ability; distractions external to the meeting Hierarchy - ability to command or demand performance; deference (respect & esteem due a superior) SOURCE: http://www.negotiationbeyondconflict.com/definition-of-negotiation.html
- 10. 1. Wotiwants 2. Whyineedits 3. Wotuwants 4. Whyuneedits 5. Possabilities 5 Simple Methods to get what you want by James Glenn
- 11. Wotiwants - the expression of our individual wants. It is simply knowing “what do I want?” or in your case what do you really want to attain? Examples: • personal wants or needs • improved library services • new subscription, etc.
- 12. Whyineedits - our motivations for why we want something. It is said to be the “mother of Whatiwants”. It is not just satisfying what you want, but it’s more of understanding why you need it. You may want something but on the other hand you simply don’t need it. The more we understand our need, the more we become knowledgeable as to what to negotiate. Otherwise it would be difficult to negotiate about something you don’t fully understand. Examples: • greatest hopes • fears and aspirations • improved library services
- 13. Wotuwants - the expression of the other person's wants. This is simply recognizing the other person’s want. In any negotiation there is always the so called “other person” involved that you are dealing with – be it your superior, the vendor, or your library clients. One must know also this other person’s perspectives regarding the matter being negotiated for one to understand the other person’s wants. Examples: • lesser cost • efficient service • to close the deal
- 14. Whyuneedits - the other person's motivations for why they want something This time, it’s the other way around – it is “I” understanding the underlying reasons behind the other person’s wants and needs. It is important to do so because it will somehow affect and transforms the discussions or negotiations to resolve matters that is acceptable and agreeable to both parties involved. Examples: • their hopes, fears, and aspirations • for savings • to gain new clients • accreditation, etc.
- 15. Possabilities - possible options to meet our needs which we have the ability to make happen This is simply the meeting of minds and laying down the possible options that would be favorable to both parties. This will eventually lead to closing the deal and getting the outcomes of which both parties agreed upon.
- 16. Negotiation Skills Tip #1: First, agree on the terms and scope of the dispute Negotiation Skills Tip #2: See yourself from the other party’s point of view Negotiation Skills Tip #3: See the other party from their point of view Negotiation Skills Tip #4: Be honest, and get your facts right Negotiation Skills Tip #5: Use silence to your advantage Negotiation Skills Tip #6: Find some objective, fair standards all sides can agree upon Negotiate To Win by A. J. Schuler, Psy. D.
- 17. Negotiation Skills Tip #1: First Agree on the Terms and Scope of the Dispute Define where all parties agree and disagree Discover possible areas of agreement Define the scope of the dispute Lots of negotiations get off to the wrong start because the parties involved have not taken the time to define clearly the areas where they disagree. Very often, parties will rush toward gaining positional advantage over what they see the main issue to be, but before there is real agreement on which issues are at stake, no real agreement is possible.
- 18. Negotiation is a give and take process. As discussed, these two skills are more on understanding wants and needs putting oneself from the perspective of the other party involved. • Wotiwants • Whyineedits • Wotuwants • Whyuneedits Negotiation Skills Tip #1: See yourself from the other party’s point of view Negotiation Skills Tip # 3 See the other party from their point of view
- 19. Negotiation Skills Tip #4: Be honest, and get your facts right Honestly begets trust and confidence. Lack of trust and credibility can get you nowhere. That’s why it is important that their must be trust from parties involved. On the other hand, it is important also that you should get all the facts right, do some discovery and research, to ensure also that the information fed by the other party is correct and factual. Otherwise, you will find in the end that what you have negotiated for is simply worthless or not favorable to what you want.
- 20. Negotiation Skills Tip #5: Use silence to your advantage Stay cool! There maybe some instances of misunderstanding and conflict during the process of negotiation. One should know how to conceal her/his emotion of which the best way is to use silence. It’s a natural human reaction to get agitated and anxious during conflict. In such situations, often than not, people tend to say things that loss their position to direct the negotiation to their advantage. So control your emotions and keep your silence.
- 21. Negotiation Skills Tip #6: Find some objective, fair standards all sides can agree upon Just like the process on how we catalogue our books, there are acceptable standard in almost everything. That’s why it’s best that we consult whatever standard is applicable to what we are negotiating about. It is also the way to gauge or measure the extend of our expectations – whether our “wants” is tailored to the acceptable standard or vise-versa, or whether it’s possible to negotiate for more or not.
- 22. • Empathy • Listening • Questioning • Remembering • Attention • Language • Non-verbal cues Good Negotiating skills demands several skill- sets to be executed with precision such as:
- 23. Empathy - means the ability to put yourself in the other person's shoes, to see the world from his/her point of view Listening – to pay attention; give consideration Questioning – a subject or aspect in dispute or open for discussion Remembering – to keep in mind for attention or consideration, remembering the facts Attention – a condition of readiness; an act of civility or courtesy; observation, notice Language – the words, their pronunciation, and the methods of combining them used and understood Non-verbal cues – signal, hint
- 24. • Self-sacrificing behavior • Losing control of when to negotiate • Making unnecessary concessions Having good Negotiating skills means that you can avoid:
- 34. Checklist for the Negotiation of Internet Subscriptions by Jean O'Grady 1. Ask to see the license agreement. full disclosure about the underlying rights and responsibilities of each party. 2. Most license agreements are one-sided. providing all of the protections to the vendor and putting all the liability on the purchaser. 3. Who controls the Web site? if the vendor does not have direct control of the Web site or the data, you will find yourself in endless rounds of finger pointing
- 35. 4. Who is responsible for notifying you if the Web site becomes unavailable vendors should disseminate important "alerts" for you to pass on to your users 5. Password management. you need to determine if you will be required to manage individual passwords for every possible user. You will need to determine whether you will be charged additional fees for adding these "off-site" passwords. 6. Cancellation. clauses in the contract may call for the forfeiture of any prepayments you may have made for the balance of the contract term.
- 36. 7. Usage statistics. vendors should be able to provide basic usage statistics such as the number of times a site was accessed during a given period to have the "hits" broken down for each title subscribed to for generating reports that may be helpful in understanding the volume of usage of particular sites or subscriptions 8. Authorized users. Make sure the contract is not unnecessarily restrictive.
- 37. 9. Content. Have the vendor clarify how the content or functionality of the Web site compares with the print and/or CD-ROM you have purchased in the past. 10. Can you cancel other products? Make sure the price quote is not contingent on your continued subscription to other related products. 11.Will your users adapt? Sometimes end users are resistant to change and may want to stick with an old product with a familiar interface.
- 38. It takes two to tango, but only one to negotiate - when you know how. (www.negotiate.org) In Summary: The fact is, we negotiate because we simply want to get what we want and work things out to our advantage. We negotiate because we simply want to get the best possible deal of the circumstances. So it’s best that we know what we want and understand why we need it.
- 39. Sources: A meaningful definition of negotiation. http://www.negotiationbeyondconflict.com/definition-of-negotiation.html Choudhury, Leslie. (2011) Delivering the incentive experience. Talk presented at the MICE Philippines, 2011, Cebu City, Philippines. Glenn, James. Simple 5 point method to get what you want. http://www.negotiationbeyondconflict.com/5pointmethod.html O'Grady, Jean. (1999) Checklist for the Negotiation of Internet Subscriptions. PLL Perspectives (Spring 1999: 9), updated Spring 2011 Patrick, Sean.(2012) Negotiation skills definition. http://www.sales-evaluation.com/negotiation-skills-definition/ Schuler, A.J. (2012) Negotiate To Win http://www.schulersolutions.com/negotiation_skills___tips_for_.html
- 41. Research Interests •Knowledge Management and Knowledge Transfer • Web 2.0 • Semantic Technologies • Science 2.0 Fellowships / Professional Affiliations • Member of the Supervisory Board of the Know-Center – Graz (Austria) • Member of the Board of Directors of TrentoRise – Trento (Italy) • Member of the Scientific Advisory Board at the Malaysian Institute of Microelectronic Systems, MIMOS (IT- Research Institute, Malaysia) • Member of the Scientific Advisory Board of the Bruno Kessler Foundation (FBK), Italy • Member of the Advisory Board of the Global Economic Symposium (GES) • Steering Board GOPORTIS – Leibniz Library Network for Research Information • Advisory Council, Scientific Libraries at the Ministry of Science, Economy and Transport, Schleswig-Holstein • Membership in national and international expert committees • Programme Committee Member of numerous high-level international conferences for Knowledge Management, Knowledge technology and Business Information Technology Publicationshttp://www.zbw.eu/e_about_us/e_profile/e_tochtermann.htm Professional Background 1985-1991: Diploma in Computer Science, Universities of Kiel and Dortmund Doctorate in Computer Science, University of Dortmund 1996: Postdoc, Texas A&M University, Center for the Study of Digital Libraries, USA 1997-2000: Head of Department, Research Institute for Applied Knowledge Processing, Ulm 2001-2010: Managing Director, Austria’s Competence Centre for Knowledge Management, Know-Centre Graz 2002: Habilitation ( 2nd doctorate degree ) in „Applied Information Processing and Communication“, Graz University of Technology 2004-2010: University Professor in Computer Science at Graz University of Technology Since 2010: Director of the German National Library of Economics – Leibniz Information Centre for Economics and University Professor for Media Informatics at the University of Kiel Prof. Dr. Klaus Tochtermann Director ZBW - Deutsche Zentralbibliothek für Wirtschaftswissenschaften Leibniz-Informationszentrum Wirtschaft (German National Library of Economics Leibniz Information Center for Economics)
- 42. Reinhard Feldmann Director & Special Adviser Department of Historical Collection University of Münster, Germany Professional Background A Librarian and Author who is particularly active and an expert in the field of conservation and preservation of manuscripts and early printed books. He was for many years the Chairman of the Commission for Preservation of the German Library Institute. He studied history, political science, and the Provincial Roman Archaeology in Konstanz and Budapest. 1983-1985: Herzog August Library in Wolfenbütter 1985-1990: University and City Library of Cologne (Editor of Handbook of historical books) 1990: University of the Arts Berlin University and State Library of Münster Since 1990: ULB Münster: Manuscripts, Historical Collections, conservation, technical lectures and book history sciences Teaching Current Projects * Filming and digitization project Baroque Library Nünning * Film and digitization project of theater collection Busch * Filming and digitizing the literature of Westphalia Memberships * AG for manuscripts and old prints of the German Library Association * AG for conservation of the German Library Association * German Institute for Standardization: preservation in archives and libraries * Alliance for the Conservation of Written Cultural Heritage * Deputy Chairman of the Brehm Library Foundation Bad Arolsen * Historical Commission for Westphalia * AG Manuscripts and Early Prints North Rhine-Westphalia and Rhineland-Palatinate (Chairman) Publications To date he has authored more than 75 books and articles other than the numerous lectures and presentations he delivered in different lecture series and conferences. Activities / Involvement * Manuscripts & Special Collections http://www.ulb.uni- muenster.de/sammlungen/handschriften * Historical Collection in Westphalia http://www.ulb.uni-muenster.de/hbw * Forum Bestandserhaltung (Conservation) http://www.forum-bestandserhaltung.de
- 43. Stephen Abram, MLS, FSLA Vice President for Strategic Partnerships and Markets Gale Cengage Learning Toronto, Canada Listed by Library Journal as one of the top 50 people influencing the future of libraries “An experienced library and information industry leader with a strategic planning, product development, administration, online technology, rights negotiation, association leadership, education, publishing and marketing background. A team player with proven conceptual, analytical, and creative abilities. Able to manage cross-functional teams, complex relationships, research, keynote and board presentations, as well as market, product, service and strategy development.” (http://www.cla.ca/AM/Template.cfm?Section=Home&TEMPLATE=/CM/ContentDisplay.cfm&CONTENTID=11023) Past-President • Special Libraries Association, 2008 • Ontario Library Association • Canadian Library Association 2011 CLA Outstanding Service to Librarianship Award awarded in Halifax, Nova Scotia. He was Vice President Innovation for SirsiDynix and Chief Strategist for the SirsiDynix Institute. He was a Publisher of Electronic Information at Thomson after managing several libraries. He has received numerous honours and speaks regularly internationally. His columns appear in Information Outlook and Internet @ Schools and he is the author of ALA Editions‘ bestselling Out Front with Stephen Abram. His blog, Stephen's Lighthouse, is a popular blog in the library sector.
- 44. Dr. Hannelore Vogt is a member of the IFLA Public Libraries Standing Committee, a chair of the Advisory Board “Information and Library” of the Goethe Institute and a Strategic Advisor of the Bill & Melinda Gates Foundation (Global Libraries, Global Development). She has been working in various German libraries of repute for the last 25 years. Apart from having a degree in Librarianship, she also has a PhD in Cultural Management in the field of library marketing. She is a consultant for library management in many libraries, institutes and other organizations in Germany as well as abroad and has many publications to her credit in the field of customer orientation, innovative information services and library management. Since 2008 she is working as the director of the Cologne Public Library, one of the biggest library systems in Germany. Before that she was head of the Würzburg City Library which earned the „Bavarian Online Award“ for innovative internet applications. Würzburg Public Library has also been the winner in the national library ranking (BIX) four times and was elected „Library of the Year“ by the German Library Association and the Zeit- Foundation. Dr. Hannelore Vogt Director Cologne Public Library Cologne, Germany “As a consultant for library management Hannelore Vogt was active in 17 countries so far: for the Goethe Institute, including in the United States , the Russian Federation, South Africa, Kenya, China, Brazil, Argentina, India, Latvia, Croatia and Turkey, and for numerous other institutions and operators. Vogt is the author of numerous professional publications in the field represented cultural and library management. Her focus is on marketing, customer service, complaint management, sponsorship and alternative funding, library cooperation and networking, staff development, Change management, literacy and lifelong learning, and electronic services.” (http://www.stadt-koeln.de/1/presseservice/mitteilungen/2008/02494/)
- 45. Deborah Hunt President Elect Special Libraries Association Principal Information Edge San Leandro, California USA Deb Hunt has over 25 years of professional experience in providing customized client solutions via research, library automation and document and enterprise content management. Deb has a Master of Library Science degree from the University of California, Berkeley, and additional postgraduate education in Public Administration. She is also a certified enterprise content management practitioner (ECMp). She has consulted in a variety of information environments, including university, corporate, government, museum, and health sciences libraries and information centers and empowered many organizations in finding solutions to their DM and ECM challenges. Deb’s extensive and varied professional experience ensures that your information needs and challenges will be managed with reliability, speed, accuracy and confidentiality. Information Edge abides by the Code of Ethical Business Practice of the Association of Independent Information Professionals. Deb is a respected leader in the information industry and is active in local, regional and international professional organizations. She was recently elected President-Elect of the Special Libraries Association (SLA), an international association of over 9,000 members in 75 countries with 56 chapters and 27 divisions. Deb has served as a Director on the SLA Board of Directors and has served on the Board of Directors of the Association of Independent Information Professionals (AIIP). She was the 2009 recipient of the SLA Karen J. Switt Leadership Award in recognition of her significant contributions to, and leadership in, the profession of information management. Deborah has authored articles in the professional literature and presented at numerous conferences. (http://www.information-edge.com/about-us) Deb is an independent information professional and Principal of Information Edge, which specializes in value-added research, knowledge services, enterprise content management, and library creation and automation. She has been profiled by Information World Review (Feb. 5, 2010) and has authored many articles, including "Demonstrating Your Value 2.0" in Best Practices in Government Libraries 2010.