Negotiations That Win

PCA District Leadership Workshop Morning

CELEBRATE!

• 15 states made improvements, eliminated discriminatory practices.

• 43 states have open dialog with their blues plan.

Rewritingthe map!

The Adoption Curve

Understand

The System

Know HowTo Engage

People

KnowThyself

WINNINGTHROUGH

TRUST!

Why Trust = Power!

• Become integrated - make change from within.I.E., “Working from the inside out”• Liaison: “”Communication for

establishing and maintaining mutual understanding and cooperation."

Operational Philosophy

Source: 2001 Randstad North American Employee Review, interviews with 2,600 employees conducted by Roper Starch Worldwide.

91%91%

84%84%

81%81%

76%76%

74%74%

67%67%

67%67%

66%66%

Being trusted to get a job done

Getting the opportunity to do the type of work you want to

Having power to make decisions that affect your work

Finding a company where you want to work a long time

Getting raises

Having flexibility

Knowing you have many different job options & opportunities

Getting promotions

Percent

9 out of 10 Employees Say: Success = Trust

Leadership ResearchMaking change from within

-0.4 -0.2 0 0.2 0.4 0.6

Coercive

Authoritative

Affiliative

Democratic

“The Power Zone”

Lessons from a Horse Trainer

• 30 minutes versus 3-to-6 weeks.

• Gentleness versus violence.

• Fewer problems.

• There is a “join up” language for organizations:• Hostility is significant cause of failure

in negotiations.

Understand

The System

RULES• Blame the system, not people.

• Understand what is "rational" to the system.

• It's all about organizational problem-solving:• Which means you need to define the

problem from the organization's viewpoint.

Trim Tab

USS PCA - LEADERS

Force Field Analysis

• What are the "helping" forces/players?• What are the "hindering"

forces/players?• Where do you have influence?• Where do you lack influence?

Where do devote your time and energy?(Hint: This is critical!)

Be Thankful

Zone

Get Over It

Zone

Control Your

DestinyZone

Know HowTo Engage

People

RULES

• Show genuine interest in a real person.• Draw the map together.• Catch people doing the right things.• Find champions.• Trust is a powerful motivator - let

them make the decision.

Source: First, Break All the Rules: What The World's Greatest Managers Do Differently, by Marcus Buckingham and Curt Coffman, 1999. The authors have culled their observations from more than 80,000 interviews conducted by Gallup during the past 25 years.

55%Not Engaged just putting in their

time

26%Engaged

loyal and productive

19%Actively

Disengaged unhappy and

spreading their discontent

The Majority of the U.S.Workforce is Not Engaged

Sincere? Yes__ No__

Why or Why not?

________________________

________________________

_________________________

Reliable? Yes__ No__

Why or Why not?

________________________

________________________

_________________________

Competent? Yes__ No__

Why or Why not?

________________________

________________________

_________________________

Involved w/me? Yes__ No__

Why or Why not?

________________________

________________________

_________________________

Develop "External" Listening

•Get beyond your internal dialogue.

•Take notes - imagine you are a court stenographer.

Persistence!

• 2% of sales closed - 1 sales call

• 3% of sales closed - 2 sales calls

• 4% of sales closed - 3 sales calls

• 10% of sales closed - 4 sales calls

• 81% of sales closed - 5 or moresales calls

Dealing with Objections

"Every strike brings me

closer to the next home

run." Babe Ruth

"A maxim in effective communication... people have to make their own

decisions."Saul Alinsky

KNOWTHYSELF

RULES

• Trust is a two-way street.• Own your mood.• Pay attention to body language.• Choose to be a player, not a victim!• Represent the profession, not

yourself!• Do your homework:• Know your alternatives• Know what a win is!

Four Basic Moods• Resentment: I am a victim.• Resignation: There is nothing I can do.• Peace: I have done my best• Ambition: I see an opportunity to

make positive change via the actions I take as a liaison.

Beware of your

emotional triggers

Speak Skillfully When Triggered

FACTS

Allow all parties to present their facts:and

other parties.

OPINIONS

Your Company believes ____.

What do you believe?

FEELINGS

As a liaison, this makes me feel ________. What are your feelings?

Speak Skillfully When Triggered

INQUIRY

“I would like to clarify/find out more

about ____.”

DESIRE

“My desire (I.e.,mission) is to _________.”

REQUESTS

“I would like to ask that____.” - OR –

“Therefore, it is necessary that I request _____.”

A L L E N S. L I F F, F.U.D.

I’M A LIAISONYOU’RE A *!#$@!

Not a copy sold, yet!

The book that's ruining

negotiations!

Maintain the right

attitude!

OPPORTUNITY

“If a window of opportunity appears, don’t pull

down the shade.”

Tom Peters

The Association/Society Domino AffectYour DISTRICT can be the next to fall,

just like the domino in front of you and behind you, if you do not take steps to

understand the external changes that are forcing professions to rethink their role in today’s

health care

Conditions For Associations To Exist!

• Health care is changing.• Health care Legislation increasing.• Health care is in crisis.• Health care will change for

employers/employees in the next ten years.• Health care is no longer a right of

passage for employees.

Associations and Revenue

• Vendors are weighing in on annual meeting expenses.• Vendors have begun to use E-

Commerce.• Vendors are reassessing which

society offers the best venue for increasing their business.• Vendors look at registration

numbers before committing to a trade show anymore.

Membership –Why Join Any Society?

• Potential members can obtain information. from internet portals at a price that your society/societies can’t touch; nearly free!• Advertising is down and

publications are costly to produce.• Members want up to date and quick

information.

Member Stagnation:

Membership levels and revenue have been at the same point for a long time and the “culture” you represent are seen as going along with the crowd rather than becoming innovators and risk takers!

Why Reach Out To Non-members?

Shared knowledge from different districts form the core competency or body of knowledge needed to build and administer a state organization.

• Members and non-members, or potential members want to go to one place to obtain their credits, their information and their support for issues and problems they are experiencing every day!• Why REACH OUT? Not for you but for

your colleagues! That is the main reason!

Importance Of Non-members

Difficulties And The Differences

• Most likely, LEADERSHIP in any DISTRICT is unlike anything you’ve prepared for. It is humbling to realize how much there is to know and how serious are the mistakes that can be made if you lose sight of any of these guiding points:

• What you do about ISSUES will define your profession and your society for many years to come!

• Will you be a communicator, a facilitator, or a leader?

• Will you spend more of your energy focusing on negative “me issues”?

Difficulties And The Differences

The Master you are serving is the Future:

This means that you are not working for just the association/district;

Instead, you are working for what the association will become!

Keeping Your Members First

• During DISTRICT MEETINGS you need to “over communicate” what discussions you are having with your membership of each of the respective associations/districts.

When TO COMMUNICATE?

• The Best Time to COMMUNICATE is before it is necessary.

• When collective energies can be used proactively instead of being sapped by the demands of crisis management.

• When one voice is the best voice.

Why LEADERS FAIL?

• Unwillingness by some members.

• Improper structure.

• Timing

• Lack of effective communication.

• Economics and Egos – two big E’s.

Why LEADERSHIP Works?

• Clear Communication.

• Stakeholders

• Legislators

• Regulators

• What members want.

• Accomplishments feel great!

Providing Information About The Integration

Information = Power!

Especially as it affects individuals careers or

business.

Critical Communication Points

• The Harvard Business Review (November-December 2000) says that there are two critical periods in the life of most associations.

1. Association Leaders need to be champions of communication.

2. Association Leaders need to organize tangible successes.

Reaching the Recalcitrant

• They are called by many names:• Dream Stealers• Joy Grabbers• Naysayers

• These are the folks who can’t or won’t grasp your vision for the future.

Steps to Bring the Recalcitrant Along

• Clearly articulate the vision and show them their place in it.

• Stress the importance of reinvention personally and organizationally.

• Create excitement around the possibility of dismantling your organization and rebuilding it.

Steps to Bring the Recalcitrant Along - Continued

• Do your best to understand the risk-adverse personality.• Illustrate how the change might fill

the inherent need for meaning and purpose.• Teach the recalcitrant, mentor them,

cheerlead them into seeing how they are needed to bring about positive change.

Focus Factor

• Stay focused on the vision and stop worrying about getting along with those who won’t come along for the ride.

Focus Factor

• Give them opportunity, but do not dwell on their failure to get on board, today’s fast changing association environment demands that we have faith in our leadership skills and in the vision our boards set for us!

Purpose of the Pennsylvania Chiropractic Association

• Advance the Chiropractic Profession

• Share common interests• Educate inform advocate

Believe You Can Win!

• Most successful athletes imagine winning, they visualize their success before they attempt to succeed! Do you have a mental picture of what you want to achieve in your district for your association?

• Have a winning game plan and see the positive outcomes that you will create!

Now It Is Your Turn

PCA Leadership Training Workshop

• Role Playing develops consistency

• Role Playing is dress rehearsal for success

• Role Playing develops skills

• Role Playing builds confidence and creates LEADERS!

PCA Leaders

Thank you for spending time with us today –Your leadership and support

of PCA is a winning combination!

Thank-YouGene Veno