Verbal De-escalation. Rules for Negotiating with an Uncooperative Patient
Requisitos de finalización
Various behaviour strategies in conflict situations and necessary skills in resolving disputes by negotiating, not by dominating or yielding to.
4. Content and the method of implementation
4.2. Basic principles of negotiation
1. Make demands above the goal of the negotiation.
2. Do not agree to the terms of the first submitted offer.
3. Don't hide your surprise, regardless of whether the other party surprises you in plus or in a negative way.
4. Avoid conflict situations at the beginning of negotiations.
5. If you are offering an advantage, ask for something in return.
6. Make the other party the first to make the proposal.
7. Treat the interlocutor with respect, do not blame him for problems.
8. Don't attack your opponent, avoid verbal aggression.
9. Take another person from the company to the negotiations.