Communication

Communication and Personality Negotiation Paper Stacey Bly MGT/445 Monday February 27, 2012 Professor Sessoms-Penny Communication and Personality in Negotiation This essay will explain the negotiations that I can handle with my customers at Next Car Rental, the roles of communication and personality in negotiation, and how they contributed to or detracted from negotiation. Negotiation occurs for several reasons first to agree on how to share divide a limited resource such as land, property, or time. Second, to create something new neither party could do on his or her own and last to resolve a problem or dispute between the parties. Around the world we negotiate for several things and at my job we are constantly negotiating sale prices on our rental vehicles. Many of us around the world do not even realize we are negotiating our product and services, we could be at a flea market selling clothes, we could be buying a house, we could be buying a car, and we could be buying groceries. The next few paragraphs will explain how I handled negotiation in my life at work, school, and home. Negotiation at Next Car Renal Next Car rental is a car rental agency who leases, rent and sells their vehicles at low prices. As reservation sales agent is out job to find out what type of vehicle our customers are looking and how much they are trying to spend. It is also important for us to find out how many passengers the customers will have in the car with them. As I speak to a customer I take the time to get know where they are traveling to find the vehicle for them and go over all of the benefits and features with them to see if it work out for their vacation. Meanwhile customer may object to our prices depending on how long they need vehicle for. Customers rent for one day, week, and month to save money, and they also do comparison shopping. In order for us to book a reservation we try to come close to a product and service that we have that will compete with other rental customer. Sometimes I increase the sale once I have them booked and price is locked in then we may choose other prices for our customers. We have a service were we offer Prepaid Gas up front for our rentals. This allows the customer to booked our prepaid gas upfront for a per gallon rate of just $3.40 cents. A lot of customers go for this because gas in Maryland is really high it is a high rate of $3.67 per gallon in some areas. However this when we negotiate because some of the males verses the females will take the prepaid gas and some females may not take it. So we have to sound professional, and sound enthusiastic about our great savings. Having the opportunity to show great personality and communication skills over the phone allows Next Car Rental to grow further around the region. Negotiation at Home At Home we have bills to pay, house to clean, cars to wash, and grass to cut. The bills in my home are always negotiated between my husband and I. We have to figure out which bills we want to pay first and which ones we to pay or last and then the one we want to save for the next billing cycle. We also negotiate who will wash the dishes after dinner, and who will clean up over the weekend. All I can say no matter where are we are negotiating. Once the bills come in we negotiate turn off notices, and sometimes and extensions and the amount of the bill. We also call and to check on grass cutting prices too. It is important to do our research on our products and services for home and outside of home so that we can make sure we are getting the best quality and service within the product itself. Roles of Communication and Personality in Negotiation According to our text when businesses and employees negotiate their products and services we come to realize that there is baggage that may be put on table from the buyers. Personality plays a key role in the communication process. We tend to have certain advantages and goals that could affect the way negotiate our services however the more we are friendly, the more we understand our services and the more we look the customer in the eye explains how well we accept their bargains. Meanwhile, understanding the problem and making sure we have all the facts in place before we come up with a conclusion could also affect our personality and how we will maintain our attitudes and how we feel about the product or service. Detracted the Negotiation In negotiation we have so many conflicts that can be detracted. If there is a conflict between the two parties that means something went wrong with the facts that were presented on the table. My organization puts together a competitive goal for reservation sale to reach every month. While meeting that goal we are being very competitive with our co-workers and the customers we talk to over the phone. However this may form a conflict because if negotiated a price for a rental to the customer usually we provide them a quote under the customer name in our system for at least 24 hours. If the customers do not present the next sale agent with the seven digit quote number moreover that agent may win that reservation over the first agent. Reservations agents also misunderstands that customer request sometimes it is best for us to ask questions and repeat every word that the customer is explaining to us so that we will not make a mistakes but sometimes it is hard to comprehend. Meanwhile, we may even have some emotional conflict with our customers because our rental location and they may have over charged them so usually the customer tends get upset at the reservations department but all we do have our managers of the locations settle the conflict and the customer balances. Conclusion In summary, small and large businesses owners including employees should always understand the meaning behind negotiation and the process. Communication is a huge ordeal in negotiation and without having great personality and skills it will be hard to figure out right products and services. Nevertheless, never show how scared you are when conducting negotiation in your business always stay alert and right down all of the facts before coming up with a conclusion. References Lewicki, R. (2006). Negotiations (5th ed.). New York , New York : Mc-Graw Hill .