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Notice: A função add_shortcode foi chamada incorretamente. Nome de shortcode inválido: flickr video. Não use espaços ou caracteres reservados: & / [ ] = Leia como Depurar o WordPress para mais informações. (Esta mensagem foi adicionada na versão 4.4.0.) in /home2/linecone/public_html/wp-includes/functions.php on line 6031
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Negociação Investigativa

Muitos negociadores não conseguem o que querem porque se empenham demais em vender o próprio peixe e não se esforçam o bastante para entender o ponto de vista da outra parte.

Para obter um acordo realmente bom, o negociador precisa pensar como um detetive e tentar descobrir por que o outro lado quer aquilo que pede. Essa abordagem investigativa exige uma postura e uma metodologia específicas, dizem professores da Harvard Business School.

Suposições equivocadas sobre as intenções da outra parte podem levar o negociador a propor soluções para o problema errado, deixar dinheiro na mesa desnecessariamente ou afundar por completo o acordo.

… buscar, em exigências desmedidas, pistas sobre aquilo que o outro lado mais preza — e usar tal informação para criar oportunidades.

… buscar um terreno comum; até adversários ferozes podem ter interesses complementares que levem a um acordo original.

Por último, ainda que não haja mais esperança, permaneça à mesa e tente descobrir mais. Mesmo que não leve o contrato, o negociador pode obter informações sobre necessidades futuras do cliente, interesses de clientes similares ou estratégias de concorrentes.

Na hora de negociar, a melhor maneira – às vezes, a única – de conseguir o que se quer é abordar a situação como um detetive na cena do crime.

… Embora nem toda negociação tenha uma solução tão direta com a de Christopher, essa abordagem pode ser útil mesmo nos acordos mais complexos. Neste artigo, esboçamos cinco princípios subjacentes à negociação investigativa e mostramos como cada um se aplica em diversas situações.

1º Princípio Não se limite a discutir o que a outra parte quer –– descubra por que ela quer o que quer. ng>

Esse princípio funciona em negociações relativamente simples, como a de Christopher, mas também pode render bons frutos quando aplicado a discussões complexas entre várias partes. Vejamos o dilema enfrentado por Richard Holbrooke em fins de 2000, quando era o embaixador americano na ONU.

… A chave para a solução do conflito foi, porém, descobrir que a disputa envolvia não uma, mas duas questões: além do porte, o momento da contribuição. Quando computaram a questão do prazo, os negociadores conseguiram fechar um acordo no qual cada parte obteve o que queria na questão que mais lhe importava.

2º Princípio Tente entender e atenuar as limitações da outra parte.

Forças externas podem restringir nossa capacidade de negociar bem. A atuação do negociador pode ser limitada pelo conselho de advogados, por diretrizes internas que o impedem de fazer concessões, pelo medo de abrir um precedente perigoso, por obrigações para com outras partes, pela falta de tempo.

Curiosa, a executiva insistiu. “Fico surpresa que um prazo de três meses tenha um custo tão alto para vocês”, disse ao fornecedor. “Gostaria de saber mais sobre seu processo de produção, para entender por que é impossível fabricar os componentes nesse prazo a um custo baixo.” “Ah! O problema não está aí”, explicou o fornecedor.

“Fabricar os produtos em três meses não é a questão. O que não temos é alternativas baratas de transporte para entregar o pedido no prazo.”

… Como o caso bem ilustra, o problema da outra parte pode rapidamente virar o seu problema. Isso vale não só quando a outra parte aceita calada as próprias limitações, mas também quando estrila. Muitas vezes, a recusa da outra parte em aceitar certas exigências é interpretada como sinal claro de que está pensando só nos próprios interesses, quando na verdade pode estar de mãos atadas. O negociador que investiga pode descobrir saídas para atenuar limitações da outra parte em proveito próprio.

3º Princípio Interprete exigências como oportunidades.

O presidente de uma próspera construtora negociava um contrato para erguer uma série de edifícios comerciais de médio porte. Depois de meses de discussão — e com o contrato já para ser assinado —, a incorporadora veio com uma exigência totalmente nova, potencialmente onerosa: queria uma cláusula que obrigasse a construtora a pagar multas elevadas caso houvesse atraso de mais de um mês no cronograma do projeto. O presidente, naturalmente, ficou irritado com a tentativa de última hora de levá-lo a fazer mais concessões.

… No mínimo, era sinal do grande interesse da incorporadora em concluir o projeto no prazo. Mas, e se sugerisse também que o cliente gostaria de ver a obra concluída antes do prazo? Com isso em mente, o presidente da construtora levou outra proposta à incorporadora: pagaria multas ainda maiores se estourasse o prazo — mas, se o projeto fosse concluído antes do previsto, a construtora ganharia um bônus da incorporadora.

… “O que posso inferir da insistência da outra parte nesse ponto? O que essa exigência me revela sobre as necessidades e interesses da outra parte? Como usar essa informação para gerar e extrair valor?”. O presidente da construtora teve o lampejo descrito acima porque, em vez de lutar contra a exigência da outra parte, resolveu investigar as oportunidades que esta trazia.

4º Princípio Crie um terreno comum com adversários.

Professores de negociação costumam propor aos alunos um exercício complexo de simulação. Chamado “The Commodity Purchase”, foi criado por Leonard Greenhalgh, da Tuck School of Business, da Dartmouth College.

… O problema é que uma das empresas precisa de pelo menos 80 mil ovos e a outra, de pelo menos 70 mil. Não está claro como ambas podem atingir tais cotas, já que há apenas 100 mil ovos. Aliás, apenas cerca de 5% dos executivos e alunos de MBA que participam da simulação descobrem a solução.

Para decifrar a charada os alunos precisam, primeiro, entender que as necessidades de suas respectivas empresas farmacêuticas são complementares, não conflitantes: uma delas precisa das claras dos ovos; a outra, das gemas.

…   Em geral, a suposição ingênua de que outras empresas do mesmo setor são concorrentes, e nada mais, impede o negociador de adotar a abordagem investigativa.

…  Quem considera a relação com a outra parte unidimensional — “É meu concorrente” — desperdiça oportunidades de gerar valor. Já quem entende a complexidade dos relacionamentos e explora áreas de interesse mútuo é capaz de chegar a um terreno comum.

5º Princípio Siga investigando mesmo quando o acordo parece perdido.

Quantas vezes o leitor teve sua oferta final rejeitada ao tentar fechar um acordo? Se for como a maioria das pessoas, você acredita que, quando alguém diz não à sua melhor oferta, nada resta a fazer.

Muitas vezes, é verdade. Às vezes, porém, não é. Nesses casos, o acordo vai por água abaixo não por ser inviável, mas porque quem negociava não soube agir bem.

… Mesmo sem a intenção de tentar reverter a decisão, a executiva deu um último telefonema para o diretor do potencial cliente, indagando por que sua oferta tinha sido rejeitada e explicando que a resposta poderia ajudá-la a melhorar ofertas futuras.

… A falsa suposição de que o quesito preço era a prioridade máxima levara aquela presidente a reduzir o máximo possível o custo para o potencial cliente na oferta final que fizera. A executiva agradeceu a explicação e confessou que, até ali, havia interpretado mal as prioridades do cliente. “Sabendo o que sei agora”, disse, “tenho certeza de que poderia ter superado a oferta deles. Vocês considerariam uma nova proposta?” A resposta foi sim. Uma semana depois, a presidente ganhava a disputa — e fechava o acordo.

Ao ser rejeitado, o negociador investigativo deve indagar imediatamente o seguinte: “O que teria sido preciso para fecharmos o acordo?”. Embora pareça um desperdício seguir negociando quando tudo indica que a resposta será um “não”, se a pessoa não sabe ao certo por que, exatamente, o acordo gorou, abandonar a discussão pode custar ainda mais caro.

Mesmo ciente de que não vai ganhar o contrato, é possível obter informações importantes, que serão úteis em negociações futuras. Permanecendo à mesa, o negociador poderá se inteirar de futuras necessidades do cliente, de interesses e prioridades de clientes semelhantes ou de estratégias de outros atores do setor.

Em geral, é mais fácil obter informações francas quando não se está na posição de vendedor e a outra parte tem pouca razão para desconfiar de suas intenções. Da próxima vez que ouvir um não e for convidado a sair de campo, veja se é possível fazer uma horinha e investigar mais. Você pode se surpreender com o que vai descobrir.

• • •

Como demonstram esses cinco princípios, o sucesso na negociação investigativa exige o questionamento de certas táticas de negociação consagradas pelo tempo. A principal delas é o impulso de “vender” sua posição.

Tente imaginar um vendedor em ação. O que ele estaria fazendo? A maioria imagina uma pessoa com muita lábia, munida da indefectível pasta, defendendo sua proposta e tentando convencer um potencial alvo a comprar o que ela tem a oferecer.

Tente, agora, imaginar um negociador em ação. O que ele faz? Se, de novo, a imagem que vem à sua mente é a de alguém com uma pasta e muita lábia tentando vender seu peixe, o leitor não entendeu a distinção crucial entre vender e negociar.

Vender significa tentar convencer o outro das virtudes de seus produtos ou serviços, martelando os pontos fortes de sua proposta e tentando obter a anuência dessa outra parte.

Embora exija algo disso, como os casos acima demonstram, a boa negociação requer também um foco intenso em interesses, prioridades e limitações da outra parte.

O negociador investigativo — tal como um vendedor realmente bom — não esquece disso por um segundo. Sabe, também, que montar um acordo que maximize o valor muitas vezes depende não de sua capacidade de persuadir, mas de ouvir.

No final, a negociação é um jogo de informações. Quem sabe levantar fatos se sai melhor do que quem se contenta com a informação que recebe.

Nas situações aqui descritas, a decisão de questionar meras suposições, sondar abaixo da superfície e evitar aceitar um não como resposta ajudou o negociador a melhorar suas opções e a obter um acordo melhor.

Em linhas mais gerais, a negociação investigativa pode ajudar o indivíduo a transformar negociações competitivas em negociações com potencial para gerar confiança e cooperação, criar valor e produzir satisfação mútua.

____________________________________________________
Deepak Malhotra (dmalhotra@hbs.edu) é professor associado de administração de empresas da Harvard Business School, em Boston. Max H. Bazerman(mbazerman@hbs.edu) é titular da cátedra Jesse Isidor Straus Professor of Business Administration da Harvard Business School. Este artigo é uma adaptação do novo livro da dupla, Negotiation Genius (Bantam, 2007), no prelo.

Fonte: http://hbrbr.com.br/negociacao-investigativa/


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