Last updated on Sep 2, 2024

How do you handle conflicting expectations between your team and a client during negotiations?

Navigating through negotiations with a client can be a tightrope walk, especially when your team's expectations clash with those of the client. It's like trying to harmonize different musical notes into a single chord. The process requires finesse, strategic communication, and a deep understanding of both parties' needs and limitations. The key is to approach the situation with empathy, clarity, and a collaborative mindset, aiming to find a middle ground that satisfies everyone involved. It's not just about compromise; it's about creating a solution that propels both your team and the client towards a shared goal. In the following sections, you'll discover how to effectively handle these conflicting expectations to ensure a successful negotiation.

1 Understand Needs

Before diving into the thick of negotiations, take the time to thoroughly understand what both sides are hoping to achieve. This involves active listening and asking probing questions to uncover the underlying motivations behind their expectations. It's essential to recognize that each party comes to the table with their own set of goals, pressures, and constraints. By gaining insight into these factors, you can better anticipate where conflicts may arise and proactively address them. This foundational step sets the stage for a more informed and empathetic negotiation process.

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Juan Cabrera

29K+ Global Network | Advisor to Governments, Corporations & Global Organisations in Trade, Tech, Finance, Investment & Natural Resources. Building diplomatic and commercial ties, driving impactful global partnerships.
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I start by listening to both sides with empathy. I make sure to understand the client's needs and concerns, while also considering my team's perspectives and limitations.

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Sérgio Leônidas, CRA-SP

Gerente de Planejamento e Ações Cross na Vivo | CRA-SP
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Compreender as necessidades de todas as partes envolvidas é o primeiro passo para um diálogo produtivo. Isso não significa só ouvir, mas também interpretar e refletir sobre o que cada parte realmente deseja. Em uma situação que vivi, percebi que muitas vezes os clientes não conseguem articular suas necessidades de forma clara. Realizar perguntas abertas e dar espaço para discussões mais profundas pode trazer à tona preocupações que, se ignoradas, poderiam escalar em mal-entendidos. A empatia aqui desempenha um papel fundamental; ao demonstrar que você realmente se importa, constrói-se uma base sólida para a negociação.

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2 Set Priorities

Once you've grasped the needs of both your team and the client, it's crucial to set clear priorities. Determine which aspects are non-negotiable and which ones have room for flexibility. This doesn't mean drawing hard lines in the sand but rather understanding the hierarchy of needs that can guide the negotiation. By establishing what's most important, you can focus the discussion on finding common ground in critical areas while being more accommodating in others. Setting priorities helps in steering the conversation towards a mutually beneficial outcome.

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Sérgio Leônidas, CRA-SP

Gerente de Planejamento e Ações Cross na Vivo | CRA-SP
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Após entender as necessidades, é essencial categorizar e priorizar esses elementos. Nem todas as expectativas são iguais; algumas são críticas para o sucesso do projeto, trabalho e/ou atividade enquanto outras podem ser flexíveis. Aprendi que o uso de uma matriz de priorização pode ajudar a visualizar quais aspectos devem ser tratados primeiro. Uma experiência significativa me mostrou a importância de, em reuniões, estabelecer desde o início quais objetivos são inegociáveis e quais podem ser discutidos. Essa clareza pode diminuir a frustração tanto para a equipe quanto para o cliente.

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3 Communicate Clearly

Clear communication is the cornerstone of resolving conflicting expectations. It's important to articulate your team's perspective while also being receptive to the client's viewpoint. Avoid jargon or technical terms that might cause confusion and ensure that both parties are on the same page. When presenting your case, use language that is assertive yet respectful, emphasizing collaboration over confrontation. Effective communication also means being transparent about limitations and willing to explain the rationale behind certain positions.

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Sérgio Leônidas, CRA-SP

Gerente de Planejamento e Ações Cross na Vivo | CRA-SP
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A comunicação é a chave para evitar mal-entendidos e frustrações. Mas nenhuma comunicação é totalmente clara. O proceso de comunicação é complexo. Uma comunicação clara não é apenas sobre o que você diz, mas também sobre como você diz. Em uma negociação tensa e/ou conversas difíceis, você pode usar uma abordagem que envolvesse resumos regulares e feedback constante. Isso não só ajuda a manter ambas as partes alinhadas, mas também cria um espaço para ajustes em tempo real. Além disso, estar aberto a diferentes formas de comunicação (visuais, verbais ou escritas) pode fazer toda a diferença na compreensão mútua.

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4 Explore Alternatives

When faced with conflicting expectations, it's helpful to think outside the box and explore alternative solutions. This creative approach can uncover options that neither party had considered but may satisfy both sets of needs. Encourage brainstorming sessions where all ideas are welcome, and use these as a springboard for negotiation. Sometimes, the best solution is a hybrid of different ideas that can be tailored to address the specific concerns of each party involved.

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Shin Tan

I engage with senior managers and business owners to build growth-focused strategies that support business needs.
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Always have a PLAN B in mind. Sometimes clients suddenly switched their priorities and needs without you getting ready for it. Before you get too upset on this, explore: 1) Understanding what's the differences. From here, find common grounds that both of you can agree to work on first. 2) Allow change to happen, and request the client to brainstorm together to have an agreeable solution. 3) After all this, look at future ways to mitigate this, in case it ever happens again. When you have alternatives in hand, you will soon realise that change comes easily without resistance. Give it a go!

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5 Build Relationships

Negotiations are not just about closing a deal; they're also about building and maintaining relationships. By fostering a sense of trust and understanding with the client, you can create an environment where both parties feel valued and heard. This relational approach can make it easier to navigate through conflicts and find resolutions that strengthen the partnership. Remember that a successful negotiation is one where the relationship remains intact and possibly even enhanced.

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6 Reflect and Adjust

After each negotiation session, take the time to reflect on what worked and what didn't. This reflection allows you to adjust your strategies and approach for future negotiations. Consider the feedback from your team and the client, and use it to refine your process. This continuous improvement mindset ensures that you're always learning from experience and becoming more adept at handling conflicting expectations in negotiations.

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How do you handle conflicting expectations between your team and a client during negotiations?

1

2

3

4

5

6

1 Understand Needs

2 Set Priorities

3 Communicate Clearly

4 Explore Alternatives

5 Build Relationships

6 Reflect and Adjust

Business Communications

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How do you handle conflicting expectations between your team and a client during negotiations?

1

2

3

4

5

6

1 Understand Needs

2 Set Priorities

3 Communicate Clearly

4 Explore Alternatives

5 Build Relationships

6 Reflect and Adjust

Business Communications

Rate this article

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