25 02, 2015

I’m a people person; it’s just common sense…

February 25th, 2015|Opinion|

…. Or alternatively, “My people skills are fine; it’s others who are difficult”. You’ve undoubtedly heard statements like this many times and, I suspect, mostly disagreed with them - though you are, of course, too polite to say so.  So why is it so difficult?  What makes the simple day-to-day task of dealing with [...]

24 02, 2015

Giving feelings – a key behaviour for a successful negotiation

February 24th, 2015|Opinion|

Read any scholarly article or book on the concept of emotional competence or emotional intelligence and you will come across the concept of “display rules”. These are the beliefs about which expressions of emotions are socially desirable or appropriate. As children we learn to alter our external expression of our feelings to confirm to [...]

17 02, 2015

Negotiate effectively using the art of Testing Understanding

February 17th, 2015|Opinion|

The acid test of an effective negotiation is the durability of the deal. In large, complex negotiations deals that can stand the test of time are going to be those that have been well thought through and considered by both sides. To arrive at a robust and implementable deal a key thing to strive [...]

14 02, 2015

Behaviours avoided by the skilled negotiator – Irritators

February 14th, 2015|Opinion|

In my first blog introducing our latest negotiation research, I explained that our main focus is on the verbal behaviours used in negotiation, by the skilled negotiator. In this blog I am going to introduce you to one of the most interesting behaviours that was identified during the original observational research. In Huthwaite we call [...]

12 02, 2015

The problem of empathy

February 12th, 2015|Opinion|

The word “empathy” is one that gets bandied about a lot these days, with the focus on emotional intelligence and needing to “understand” customers. Many years ago in Huthwaite when I was first embarking on analysing customer service complaint calls “empathy” was one behaviour that I wanted to look out for. It led to [...]

2 02, 2015

UPS launches Major Account Strategy programme

February 2nd, 2015|Case studies|

Huthwaite and UPS have jointly implemented SPIN® Selling Skills and Telephone Selling Skills across Europe over the past few years. Fast growing UPS continue to invest in developing their global salesforce. In a joint venture with Huthwaite International, 16 trainers attended a Train-the-Trainer event in Atlanta to deliver Huthwaite’s Account Strategy for Major Sales [...]