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Learn key tips for being a good negotiator for yourself and on behalf of users. As advocates for users Information Architects have to negotiate to make the best user experience possible. This 20 minute session was presented at the IA Summit by Carol Smith on March 24, 2012 in New Orleans, LA.
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E M P O W E R Y O U R S E L F : N E G O T I AT E F O R T H E U S E R
P r e s e n t e d b y C a r o l S m i t h @ c a r o l o g i c
# N e g o t i a t e F o r U s e r s
IA SummitMarch, 2012
GREAT SOCIAL SKILLS =
GREAT EXPERIENCES
NEGOTIATION #1
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WHAT DOES IT FEEL L IKE?
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•Concerned about process•Feel Cornered•Lack of practice•Unprepared
WHY?
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NEED CONFIDENCE
BEST ALTERNATIVE TO A NEGOTIATED
AGREEMENT?
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•Course of action that will be taken if: • Current negotiations fail • Agreement cannot be reached
•Not the same as the walk away point
Best Alternative to a Negotiation Agreement
BAT NA
Fish
er, R
oger
and
Will
iam
L. U
ry. (
1981
) “G
ettin
g to
YE
S: N
egot
iatin
g A
gree
men
t W
ithou
t Giv
ing
In.”
Pen
guin
Gro
up.
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•Better standard to measure agreements•Protects you from:
• Accepting terms too unfavorable• Rejecting terms in your interest to accept
•Permits exploration of imaginative solutions
BAT NA BENEF IT S
Fish
er, R
oger
and
Will
iam
L. U
ry. (
1981
) “G
ettin
g to
YE
S: N
egot
iatin
g A
gree
men
t W
ithou
t Giv
ing
In.”
Pen
guin
Gro
up.
SITUATION 1
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THIS IS JAY
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THIS IS LAURA
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THEY BOT H WANT TO WORK HERE
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ON PAPER T HEY LOOK THE SAME
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•Thinking of the future•Average income $75,000
•BATNA = Stay at current job
•Wants to make more - $72,000 would be nice•Winging it
•No identified BATNA
PREPARAT ION
Jay Laura
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They both get offers!
THEY APPLY F OR THE POSI T ION AND…
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•Offered $70,000 to start•Negotiates up•Gets $77,000
•Offered $70,000 to start•Doesn’t negotiate - $70,000 is great •Gets $70,000
HERE ’S T HE T HING
Both get a raise of 3% each year
Jay Laura
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•After 5 yrs making $89,264 •After 10 $103,482•After 15 $119,964
•After 5 yrs making $81,121•After 10 $94,862•After 15 $109,019
AS T HEY CONT INUE TO WORK
Jay Laura
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•Keep your goals fixed in your mind•Don’t share your BATNA•Do not accept the first offer•Women need to ask for each other
ALWAYS ASK FOR MORE
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SITUATION 2
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I LOVE MY MI N IVAN
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ctor
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ikia
.com
/wik
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ge_C
arav
an
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Dealer
IDEAL OUTCOME
Fixed for free or cost
of labor
Make $ and Happy Customer
Me
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Dealer
BAT NA
MeGet fixed
somewhere else or deal with the heat.
Satisfied Customer
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• Great BATNA• $975 to fix
• Asks what he can do?
• Comes back - $200 to fix!
• Weaker BATNA• BATNA = keys please
• I offer to pay a little more than labor.
• Better than my BATNA!
NEGOTI AT ION
Dealer Me
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Dealer
OUTCOME
Me
Air Conditioning!
Less money, but Satisfied
Customer
No Losers!
COMPROMISE IS GOAL
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•The better your BATNA, the greater your power•Judge every offer against your BATNA•Don’t have to disclose•They have a strong BATNA?
• Best way to advance your respective interest
Best Alternative to a Negotiation Agreement
BAT NA (CONT )
Fish
er, R
oger
and
Will
iam
L. U
ry. (
1981
) “G
ettin
g to
YE
S: N
egot
iatin
g A
gree
men
t W
ithou
t Giv
ing
In.”
Pen
guin
Gro
up.
HOW ABOUT IA?
83%
17%
Web Designers By GenderMen Women
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ashi
ngm
agaz
ine.
com
/201
0/11
/12/
gend
er-d
ispa
ritie
s-in
-the-
desi
gn-fi
eld/
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•Disparities in negotiation skill and comfort•Even with great design
• Fail at negotiating on their behalf• User’s experience is hurt
•You are their advocate•Speak up!
IA IS ~50% F EMALE
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•Scope of project•Resources•Methods•Recommendations•Implementation
WE NEGOTI ATE FROM THE BEGINNING
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•Who are you dealing with?•What is important to them?
• ROI, cost savings, schedule, etc.• Research to back up your position
•Preferred negotiation strategies
PREPARE WIT H RESEARCH
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•Not about people in the room• Try to minimize any emotions (positive or negative)
•Match culture to minimize misunderstandings• Clothing, attitude, etc.
SEPARAT E PEOPLE F ROM THE PROBLEM
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lege
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iew
-dos
-and
-don
ts
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•Need to make a great experience•Benefits for user and organization•Savings of time, money, resources, effort, etc.•Watch your pronouns
• We not them
FOCUS ON INT EREST, NOT POSI T IONS
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•Mutual gain within constraints
Cost
Time/Schedule
Resources/People
Level of Insights
INVENT MULT IPLE OPTIONS
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•Best practices in IA•Case studies for comparison•Web analytics•SUS Score•Develop internal measurements
USE OBJ ECTIVE CRI TERIA & STANDARDS
SITUATION 3
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Team Leader
SI TUAT ION
We can’t afford not to
do UX
We don’t have time
for UX
You
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IDEAL OUTCOME
Great UX!On time,
on budget & good UX
Team Leader You
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BAT NA
As good UX as possible within
constraints
On time, on budget, we’ll
fix UX later
Team Leader You
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•Guerrilla methods•Varieties of work within time•Do work now and analyze for next round of work
• Skip this effort• Be ready for next one (work ahead)
OPTI ONS
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•Conduct guerrilla usability study on prototype•Make changes and recommendations quickly•Work ahead for next project
SOLUTION
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RESULT
BATNAIdeal
Team Leader You
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1. Identify and remember your BATNA 2. Negotiation is about negotiation3. Find the best solution for both parties
REVI EW
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SHAMELESS PROMOTION
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@carologic
Email: Carol.Smith@perficient.com
slideshare.net/carologic
speakerrate.com/speakers/15585-caroljsmith
CONTACT CAROL
Page 47
RECOMMENDED READINGS
47
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•Babcock, L. and Sara Laschever. (2008). “Ask For It: How Women can use the Power of Negotiation to Get What They Really Want.” Bantam Books. •Godin, Seth. (2010) “Linchpin: Are you Indispensable?” Penguin Group.•Ury. William L. (1991) “Getting Past NO: Negotiating in Difficult Situations.” Bantam. •Fisher, Roger and William L. Ury. (1981) “Getting to YES: Negotiating Agreement Without Giving In.” Penguin Group.•Kennedy, Gavin. (2004). “Essential Negotiation.” The Economist and Profile Books LTD. •Lavington, Camille. (2004) “You’ve Only Got Three Seconds: How to make the right impression in your business and social life.” Doubleday. •Lewicki, Roy J., et. Al. (2004) “Essentials of Negotiation.” McGraw-Hill Irwin. •Young, Ed. (2011) “Justice is served, but more so after lunch: how food-breaks sway the decisions of judges.” Discover Magazine. http://blogs.discovermagazine.com/notrocketscience/2011/04/11/justice-is-served-but-more-so-after-lunch-how-food-breaks-sway-the-decisions-of-judges/ Retrieved on October 24, 2011.
REFERENCES
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