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Perspective-Taking vs Empathy in Negotiation: What Skilled Negotiators Need to Know

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Perspective-Taking vs Empathy in Negotiation: What Negotiators Need to Know In many negotiation training programs, empathy is often listed as a must-have skill. It’s praised as a way to build trust, defuse tension, and create a foundation for meaningful agreement. And that’s all true -as long as we’re clear on what kind of empathy we’re …

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Antifragility

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Unlocking Human Potential: Antifragile Conflict & Negotiation Strategies In this post, CIIAN’s CEO, Warren Hoffman, explains how the concept of antifragility can be applied to conflict and negotiation strategies.  Click to listen to the audio or find the transcript below.   Audio Transcript: Here I’m going to talk about the concept of “antifragility”; specifically in terms …

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Conflict on the Frontline – Customer Recovery Frameworks for Success

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Conflict on the frontline How to De-Escalate Conflict with Customer Recovery Frameworks “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” – Maya Angelou The Power of Preparation In the course of business, clashes with customers are inevitable. The …

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