Negotiation & Conflict Resolution

2 trường phái

• Getting to Yes (Fisher/Ury) — interest-based, win-win, BATNA.
• Never Split the Difference (Voss) — tactical empathy, mirror, label, calibrated question.

Core concepts

• BATNA — Best Alternative To Negotiated Agreement. Định trước.
• ZOPA — Zone of Possible Agreement. Overlap giữa min của bạn và max của họ.
• Interest vs position — position là "muốn gì", interest là "vì sao muốn".
• Tactical empathy — show bạn hiểu họ trước khi push.

Voss techniques

1. Mirror — lặp 1–3 từ cuối với intonation hỏi.
2. Label — "Có vẻ như anh đang lo về…"
3. Calibrated question — "How can we…?", "What's important to you about…?"
4. Accusation audit — preempt criticism của họ.
5. No-oriented question — "Is now a bad time?" thay vì "Do you have time?"

PM scenarios

• Engineer push scope down — surface root concern (timeline? complexity? unclear ROI?).
• Sales promise feature chưa có roadmap — re-anchor về customer outcome shared.
• Exec demand timeline aggressive — present trade-off với data.
• Vendor pricing cao — research alternative trước, anchor low.

Conflict resolution framework

1. Cool down — không negotiate hot.
2. Listen — let họ vent without interrupt.
3. Reframe — sang shared goal.
4. Surface tradeoff với data.
5. Decide với rationale rõ.
6. Follow up — check trust restored.

Common pitfalls

• Splitting difference — both side lose; better: find creative option.
• Anchor too high — kill goodwill.
• Threat ("Tôi sẽ escalate") — burn bridge.
• Avoid difficult conversation → small issue snowball.