Comments on: Monitoring and Responding to High-Risk Conversations http://www.jitterjam.com/monitoring-and-responding-to-high-risk-conversations/ Turning Conversations into Customers Sun, 22 Aug 2010 23:32:33 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: Chris Clark http://www.jitterjam.com/monitoring-and-responding-to-high-risk-conversations/comment-page-1/#comment-53 Chris Clark Fri, 12 Mar 2010 20:41:36 +0000 http://www.jitterjam.com/?p=802#comment-53 Thanks for stopping by and leaving a comment, Kevin. You raise a very good point about looking at the process as a negotiation. And I think you're right that very few situations are no-win, but I think there are some (and I really think that the Smith-SWA situation became one). Thanks for stopping by and leaving a comment, Kevin. You raise a very good point about looking at the process as a negotiation. And I think you’re right that very few situations are no-win, but I think there are some (and I really think that the Smith-SWA situation became one).

]]> By: Kevin Micalizzi, Dimdim Web Conferencing http://www.jitterjam.com/monitoring-and-responding-to-high-risk-conversations/comment-page-1/#comment-52 Kevin Micalizzi, Dimdim Web Conferencing Thu, 11 Mar 2010 20:59:59 +0000 http://www.jitterjam.com/?p=802#comment-52 Chris- Couldn't agree more. If you're not watching for it, little brush fires can set the whole forest on fire before you even know what happened. Though I'd caution that there are really very few "unfixable" situations out there. I look at it as negotiating (even with the most angry/resistant.) If you take a "position", in the end someone has to compromise (lose). If you look at it more as collaborative problem solving, there's always something to be gained on both sides. If it is truly a "no-win" just make sure you know your BATNA (best alternative to a negotiated agreement). Know what you'll do if you can't come to any type of understanding. Thanks! -k Kevin Micalizzi, Community Manager Dimdim Web Conferencing e: kevin@dimdim.com twitter: @dimdim Chris-

Couldn’t agree more. If you’re not watching for it, little brush fires can set the whole forest on fire before you even know what happened. Though I’d caution that there are really very few “unfixable” situations out there.

I look at it as negotiating (even with the most angry/resistant.) If you take a “position”, in the end someone has to compromise (lose). If you look at it more as collaborative problem solving, there’s always something to be gained on both sides.

If it is truly a “no-win” just make sure you know your BATNA (best alternative to a negotiated agreement). Know what you’ll do if you can’t come to any type of understanding.

Thanks!

-k
Kevin Micalizzi, Community Manager
Dimdim Web Conferencing
e: kevin@dimdim.com
twitter: @dimdim

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