How to use echo technology to make any negotiations successful

IN palindrome We build trusting and long-term relationships with our clients. Our principle is to be responsible for the result with blood, analytics and conscience. To comply with it, you need to be honest with each other and with customers. To create such transparency and openness in the company, for the last five years I have been practicing negotiations and learning to understand the interlocutors.

What is echo technology and why is it good

Communication is an essential part of any job. It does not matter who you are negotiating with: with a client, a team or contractors. How you build communication will depend on the final result.

If communication is poorly debugged, misunderstandings and conflicts arise. At the same time, people often understand the same things both express feelings, and also hush up needs and expectations. This affects the quality of work, the emotional background of all parties, can lead to project failures, loss of customers, trust, money and employees.

Echo technique is a cool tool that allows you to debug communication. Its essence lies in the repetition of the last or most important words of the speaker. It helps to tune in with the interlocutor, reduce the level of uncertainty and clarify important circumstances and conditions. And also - to demonstrate your involvement in the conversation and correctly interpret the information.

When I first heard about the echo technique, I was wary of it. It seemed to me that I would look like an idiot because of the constant repetition. But in practice, I see that people like this approach. At this moment, they feel that it is important for me to cooperate with them, that I want to thoroughly understand their expectations and needsunderstand the conditions and circumstances.

How echo technology can help in negotiations

The tool can help achieve a variety of goals - here are the main ones.

Emphasize the importance of the interlocutor's words

Repetition of key thoughts shows the interlocutor your positive attitude towards his words and interest in the conversation.

— Thanks to the deal, we not only retained the team, but also managed to increase turnover by 35%.
— You have grown by 35%!

Encourage speech

The interlocutor may, for various reasons, experience difficulties in the conversation. By repeating phrases after him, the negotiator, as it were, supports his speech, encourages continue.

— We had a painful experiment with hiring a crisis manager. The analytics was carried out superficially, so all decisions came more from taste.
- Taste?
— Yes, the manager adapted the clear experience of the previous company, without taking into account our specifics.

Structure information

In negotiations, everything that is said can be divided into three categories: facts, interpretations, and emotions. And if we qualitatively separate them from each other, it becomes clearer what the opponent wants to achieve, what his needs, goals and objectives are. Asking again, we clarify whether we correctly understood what entity is in front of us.

This product should cost less.
- Do I understand correctly that you want the product to cost less?
- Right. I analyzed the data of competitors and found out that we are 17% more expensive. We need to figure out at what stage we overestimate the cost.
— So we have to find ways to reduce the cost of the product without harming the quality?
- Right. Check packaging, logistics, distribution.

So we check what the price reduction is in the conversation. At the first remark, it may seem that this is an unreasonable personal desire, that is, emotion. With the help of a clarifying question, we clarify that there is an analysis behind the need. That is, the replica is based on a fact.

Clarification allows you to understand the need of the interlocutor and translate it into a task. Correct interpretation of the order increases the chances of a successful outcome.

deepen understanding

The listener repeats the end of the phrase with an interrogative intonation. The opponent returns to this point in his speech, thinks it over again, clarifies the details and rephrases his explanation of this point. It helps to reveal important facts.

We were at a loss, it seemed to us that we had reached a dead end.
- Have you reached a dead end?
- Yes, all the scenarios that we worked out led to a decrease in the value of shares on the stock market.

Take time out

Echo phrases fill themselves pauses. While the other side explains the thesis, you get time to think about your next line.

- When you reschedule, we would like to receive a detailed explanation of why this is happening, and not a four-line reply.
- Expanded explanation?
- Yes. Any changes in the project must be justified, and decision makers named. We are waiting for an explanation indicating the reasons responsible, listing the possible risks and new deadlines for the project.

How to build echo questions

Echo questions consist of two parts: a polite lead and the actual quotation of the words of the interlocutor. Below are examples of introductory phrases that are suitable for a variety of situations.

1. Clarification of the interests, needs and goals of the other party:

• So, would you like to???
• Do I understand correctly that it is important to you ???
• Am I right in saying that you need???

2. Encouragement to speak:

• Your main difficulties, as I understand it, are ...
• Tell us what happened before the decision?

3. Separating facts from interpretations:

• If I understand correctly, your conditions are…
• Did I understand correctly that your conclusions are based on such and such facts?
• Let's agree that the fact here will be ...
• That is, you understood the information as follows ...

4. Help with Conclusions:

• Based on what you said...
• You think so, probably because...

5. Help with expressing emotions:

• I think it makes you very sad.
• Does something bother you in my proposal?
• You look happy.

When echo technology can ruin everything

In the wrong hands, even a cool instrument can ruin everything, so use the echo technique without fanaticism. The following are situations that will add mistrust and suspicion.

If you don't dose repetitions

If the interlocutor repeats phrases after the speaker too often, this can be annoying. Therefore, you should ask again only in those places that you do not understand, where there are contradictions, innuendo or uncertainty. It is better to replace direct quotation with words that are close in meaning.

If after repetition you develop your thought

If you not only repeated the phrase after the speaker, but also decided to supplement it with your own thought, then the interlocutor may feel that you are interrupting him. During his speech, emphasize only his theses, and voice positions in turn.

If you are using it to cheat

I have participated in many negotiations and I am sure that they always fall apart in weak places where there is manipulation and not true. If behind the method of repetition there is no sincere interest in the interlocutor, but only the desire to persuade one's point of view, then this will ruin everything. Try to understand, not bend.

What can be read about the negotiations

I collected books that help me to speak, listen and hear. I keep them in my library and give them to loved ones.

• «Say no first» Jim Camp - about how not to depend on the outcome of the negotiations and lead the opponent with the right questions.
• «I hear right through you» Mark Goulston - on how to develop the skill of listening. Its author is a practicing psychiatrist and FBI negotiator trainer.
• «Psychology of influence» Robert Cialdini on how to figure out what principles make people persuasive and recognize psychological manipulation.
• Adviсe negotiation teacher, negotiation course author, product vice president at Superpedestrian Ilya Sinelnikov.