“Negotiation is a process of forming an agreement on how two parties should proceed and act in accordance with a potential trading agreement or customer/supplier relationship. (sales-evaluation.com) “Negotiation is a field of knowledge and endeavor that focuses on gaining the favor of people from whom we want things.” (Cohen, Herb)

1. NEGOTIATION POWER SKILLS APPLIED
IN LIBRARY SERVICES MANAGEMENT
Shirley Ingles-Cruz
Commission on Appointments
singlescruz@gmail.com
FUSION '13: NEGOTIATION POWER SKILLS & LIBRARY SERVICES
MANAGEMENT
18-19 OCTOBER 2012
ADAMSON UNIVERSITY, MANILA

2. Points of Discussion:
 Introduction
 Definition of Negotiation
 Negotiation Cycle
 Factors affecting negotiation
 5 simple methods to get what you want
 Negotiation skills
 Checklist for the negotiation of internet subscriptions
 Summary
 An INVITATION

3. Negotiation is important in our everyday lives – be it in our house,
in our offices, among our households, our friends, our
officemates, our clients and most often when we do transact
business with any business entities and agencies. It is simply
essential in our daily life where in it already becomes part of our
day to day encounter and dealing with people.
Through times and experiences, some learn to become good
negotiators over different situations. I believe that negotiation is
not an innate ability but skills to be honed and be acquired over
time.
So what is negotiation?
INTRODUCTIO
N:

4.  “Negotiation is a process of forming an agreement
on how two parties should proceed and act in
accordance with a potential trading agreement or
customer/supplier relationship. (sales-evaluation.com)
 “Negotiation is a field of knowledge and endeavor
that focuses on gaining the favor of people from whom
we want things.” (Cohen, Herb)
 According to numerous management luminaries
such as Chester Karass “In business as in life, you
don’t get what you deserve, you get what you
negotiate.”
What is negotiation?

5.  “Negotiation skill is simply the ability and the
competence on how the knowledge and endeavor are
being used in order to gain the favor of people from
whom we want things and in order to get the best deal
possible.
Negotiation skill

6. Discovery
Launch
Exploration
Fulfillment
Evaluate & Review
Architecture
Agreement
Negotiation Cycle

7. Discovery --- Goal -- Knowing what you and/or
your clients’ want
Exploration --- Research & trials
Architecture --- Design & structure --
understanding what you and/or
clients’ want
Agreement --- Closing the deal / Contract signing
Launch --- Making available to users
Fulfillment --- Achieving the goal
Review &
evaluate
--- Statistics & satisfaction

8. • Time
• Environment
• Personalities
• Information
• Personal issues
• Hierarchy
Factors affecting negotiation:

9. Time - specific deadlines; a sense of urgency; an initial or follow-up
opportunity/meeting and all that entails; inaction
Environment - physical environment (and its impact upon our
senses); professional or cultural expectations ("here, we do
it this way")
Personalities - temperament and behavior; number of
people in the setting
Information - knowledge or lack of; perception of
one another's knowledge base
Personal issues - personal identity and
ability; distractions external to the meeting
Hierarchy - ability to command or
demand performance; deference
(respect & esteem due a superior)
SOURCE: http://www.negotiationbeyondconflict.com/definition-of-negotiation.html

10. 1. Wotiwants
2. Whyineedits
3. Wotuwants
4. Whyuneedits
5. Possabilities
5 Simple Methods to get what you want
by James Glenn

11. Wotiwants - the expression of our individual wants.
It is simply knowing “what do I want?” or in your case
what do you really want to attain?
Examples:
• personal wants or needs
• improved library services
• new subscription, etc.

12. Whyineedits - our motivations for why we want something.
It is said to be the “mother of Whatiwants”. It is not
just satisfying what you want, but it’s more of
understanding why you need it. You may want
something but on the other hand you simply don’t
need it. The more we understand our need, the more
we become knowledgeable as to what to negotiate.
Otherwise it would be difficult to negotiate about
something you don’t fully understand.
Examples:
• greatest hopes
• fears and aspirations
• improved library services

13. Wotuwants - the expression of the other person's wants.
This is simply recognizing the other person’s want.
In any negotiation there is always the so called
“other person” involved that you are dealing with –
be it your superior, the vendor, or your library
clients. One must know also this other person’s
perspectives regarding the matter being negotiated
for one to understand the other person’s wants.
Examples:
• lesser cost
• efficient service
• to close the deal

14. Whyuneedits - the other person's motivations for why they
want something
This time, it’s the other way around – it is “I”
understanding the underlying reasons behind the other
person’s wants and needs. It is important to do so
because it will somehow affect and transforms the
discussions or negotiations to resolve matters that is
acceptable and agreeable to both parties involved.
Examples:
• their hopes, fears, and aspirations
• for savings
• to gain new clients
• accreditation, etc.

15. Possabilities - possible options to meet our needs which
we have the ability to make happen
This is simply the meeting of minds and laying down
the possible options that would be favorable to both
parties. This will eventually lead to closing the deal
and getting the outcomes of which both parties
agreed upon.

16. Negotiation Skills Tip #1:
First, agree on the terms and scope of the dispute
Negotiation Skills Tip #2:
See yourself from the other party’s point of view
Negotiation Skills Tip #3:
See the other party from their point of view
Negotiation Skills Tip #4:
Be honest, and get your facts right
Negotiation Skills Tip #5:
Use silence to your advantage
Negotiation Skills Tip #6:
Find some objective, fair standards all sides can
agree upon
Negotiate To Win
by A. J. Schuler, Psy. D.

17. Negotiation Skills Tip #1:
First Agree on the Terms and Scope of the Dispute
 Define where all parties agree and disagree
 Discover possible areas of agreement
 Define the scope of the dispute
Lots of negotiations get off to the wrong start
because the parties involved have not taken the
time to define clearly the areas where they
disagree. Very often, parties will rush toward
gaining positional advantage over what they see
the main issue to be, but before there is real
agreement on which issues are at stake, no real
agreement is possible.

18. Negotiation is a give and take process. As
discussed, these two skills are more on
understanding wants and needs putting oneself
from the perspective of the other party involved.
• Wotiwants
• Whyineedits
• Wotuwants
• Whyuneedits
Negotiation Skills Tip #1:
See yourself from the other party’s point of view
Negotiation Skills Tip # 3
See the other party from their point of view

19. Negotiation Skills Tip #4:
Be honest, and get your facts right
Honestly begets trust and confidence. Lack of trust and
credibility can get you nowhere. That’s why it is
important that their must be trust from parties involved.
On the other hand, it is important also that you should
get all the facts right, do some discovery and research,
to ensure also that the information fed by the other party
is correct and factual. Otherwise, you will find in the end
that what you have negotiated for is simply worthless or
not favorable to what you want.

20. Negotiation Skills Tip #5:
Use silence to your advantage
Stay cool! There maybe some instances of
misunderstanding and conflict during the process of
negotiation. One should know how to conceal her/his
emotion of which the best way is to use silence.
It’s a natural human reaction to get agitated and anxious
during conflict. In such situations, often than not, people
tend to say things that loss their position to direct the
negotiation to their advantage. So control your emotions
and keep your silence.

21. Negotiation Skills Tip #6:
Find some objective, fair standards all sides can
agree upon
Just like the process on how we catalogue our books,
there are acceptable standard in almost everything.
That’s why it’s best that we consult whatever standard is
applicable to what we are negotiating about. It is also
the way to gauge or measure the extend of our
expectations – whether our “wants” is tailored to the
acceptable standard or vise-versa, or whether it’s
possible to negotiate for more or not.

22. • Empathy
• Listening
• Questioning
• Remembering
• Attention
• Language
• Non-verbal cues
Good Negotiating skills demands several skill-
sets to be executed with precision such as:

23. Empathy - means the ability to put yourself in the other
person's shoes, to see the world from his/her point of view
Listening – to pay attention; give consideration
Questioning – a subject or aspect in dispute or open
for discussion
Remembering – to keep in mind for attention or
consideration, remembering the facts
Attention – a condition of readiness; an act of
civility or courtesy; observation, notice
Language – the words, their
pronunciation, and the methods of
combining them used and understood
Non-verbal cues – signal, hint

24. • Self-sacrificing behavior
• Losing control of when to negotiate
• Making unnecessary concessions
Having good Negotiating skills means that you
can avoid:

25. Cologne Public Library

34. Checklist for the Negotiation of Internet
Subscriptions
by Jean O'Grady
1. Ask to see the license agreement.
 full disclosure about the underlying rights and
responsibilities of each party.
2. Most license agreements are one-sided.
 providing all of the protections to the vendor and
putting all the liability on the purchaser.
3. Who controls the Web site?
 if the vendor does not have direct control of the
Web site or the data, you will find yourself in
endless rounds of finger pointing

35. 4. Who is responsible for notifying you if the Web
site becomes unavailable
 vendors should disseminate important "alerts" for
you to pass on to your users
5. Password management.
 you need to determine if you will be required to
manage individual passwords for every possible
user.
 You will need to determine whether you will be
charged additional fees for adding these "off-site"
passwords.
6. Cancellation.
 clauses in the contract may call for the forfeiture
of any prepayments you may have made for the
balance of the contract term.

36. 7. Usage statistics.
 vendors should be able to provide basic usage
statistics such as the number of times a site was
accessed during a given period
 to have the "hits" broken down for each title
subscribed to
 for generating reports that may be helpful in
understanding the volume of usage of particular
sites or subscriptions
8. Authorized users.
 Make sure the contract is not unnecessarily
restrictive.

37. 9. Content.
 Have the vendor clarify how the content or
functionality of the Web site compares with the
print and/or CD-ROM you have purchased in the
past.
10. Can you cancel other products?
 Make sure the price quote is not contingent on your
continued subscription to other related products.
11.Will your users adapt?
 Sometimes end users are resistant to change and
may want to stick with an old product with a
familiar interface.

38. It takes two to tango, but only one to
negotiate - when you know how.
(www.negotiate.org)
In Summary:
The fact is, we negotiate because we
simply want to get what we want and
work things out to our advantage.
We negotiate because we simply want to
get the best possible deal of the
circumstances.
So it’s best that we know what we want
and understand why we need it.

39. Sources:
A meaningful definition of negotiation.
http://www.negotiationbeyondconflict.com/definition-of-negotiation.html
Choudhury, Leslie. (2011) Delivering the incentive experience. Talk
presented at the MICE Philippines, 2011, Cebu City, Philippines.
Glenn, James. Simple 5 point method to get what you want.
http://www.negotiationbeyondconflict.com/5pointmethod.html
O'Grady, Jean. (1999) Checklist for the Negotiation of Internet
Subscriptions. PLL Perspectives (Spring 1999: 9), updated Spring 2011
Patrick, Sean.(2012) Negotiation skills definition.
http://www.sales-evaluation.com/negotiation-skills-definition/
Schuler, A.J. (2012) Negotiate To Win
http://www.schulersolutions.com/negotiation_skills___tips_for_.html

41. Research Interests
•Knowledge Management and Knowledge
Transfer
• Web 2.0
• Semantic Technologies
• Science 2.0
Fellowships / Professional Affiliations
• Member of the Supervisory Board of the Know-Center – Graz
(Austria)
• Member of the Board of Directors of TrentoRise – Trento (Italy)
• Member of the Scientific Advisory Board at the Malaysian Institute
of
Microelectronic Systems, MIMOS (IT- Research Institute,
Malaysia)
• Member of the Scientific Advisory Board of the Bruno Kessler
Foundation (FBK), Italy
• Member of the Advisory Board of the Global Economic Symposium
(GES)
• Steering Board GOPORTIS – Leibniz Library Network for
Research
Information
• Advisory Council, Scientific Libraries at the Ministry of Science,
Economy and Transport, Schleswig-Holstein
• Membership in national and international expert committees
• Programme Committee Member of numerous high-level
international
conferences for Knowledge Management, Knowledge technology
and
Business Information Technology
Publicationshttp://www.zbw.eu/e_about_us/e_profile/e_tochtermann.htm
Professional Background
1985-1991:
Diploma in Computer Science, Universities of Kiel and
Dortmund
Doctorate in Computer Science, University of Dortmund
1996:
Postdoc, Texas A&M University, Center for the Study of Digital
Libraries, USA
1997-2000:
Head of Department, Research Institute for Applied Knowledge
Processing, Ulm
2001-2010:
Managing Director, Austria’s Competence Centre for
Knowledge
Management, Know-Centre Graz
2002:
Habilitation ( 2nd doctorate degree ) in „Applied Information
Processing and Communication“, Graz University of
Technology
2004-2010:
University Professor in Computer Science at Graz University of
Technology
Since 2010:
Director of the German National Library of Economics – Leibniz
Information Centre for Economics and University Professor for
Media Informatics at the University of Kiel
Prof. Dr. Klaus Tochtermann
Director
ZBW - Deutsche Zentralbibliothek für
Wirtschaftswissenschaften
Leibniz-Informationszentrum Wirtschaft
(German National Library of Economics
Leibniz Information Center for Economics)

42. Reinhard Feldmann
Director & Special Adviser
Department of Historical Collection
University of Münster, Germany
Professional Background
A Librarian and Author who is particularly active and an
expert in the field of conservation and preservation of
manuscripts and early printed books. He was for many years
the Chairman of the Commission for Preservation of the
German Library Institute. He studied history, political
science, and the Provincial Roman Archaeology in Konstanz
and Budapest.
1983-1985: Herzog August Library in Wolfenbütter
1985-1990: University and City Library of Cologne
(Editor of Handbook of historical books)
1990: University of the Arts Berlin
University and State Library of Münster
Since 1990: ULB Münster: Manuscripts, Historical
Collections,
conservation, technical lectures and book
history
sciences
Teaching
Current Projects
* Filming and digitization project Baroque Library Nünning
* Film and digitization project of theater collection Busch
* Filming and digitizing the literature of Westphalia
Memberships
* AG for manuscripts and old prints of the German Library
Association
* AG for conservation of the German Library Association
* German Institute for Standardization: preservation in archives
and
libraries
* Alliance for the Conservation of Written Cultural Heritage
* Deputy Chairman of the Brehm Library Foundation Bad Arolsen
* Historical Commission for Westphalia
* AG Manuscripts and Early Prints North Rhine-Westphalia and
Rhineland-Palatinate (Chairman)
Publications
To date he has authored more than 75 books and articles other than
the numerous lectures and presentations he delivered in different
lecture series and conferences.
Activities / Involvement
* Manuscripts & Special Collections
http://www.ulb.uni-
muenster.de/sammlungen/handschriften
* Historical Collection in Westphalia
http://www.ulb.uni-muenster.de/hbw
* Forum Bestandserhaltung (Conservation)
http://www.forum-bestandserhaltung.de

43. Stephen Abram, MLS, FSLA
Vice President for Strategic Partnerships and
Markets
Gale Cengage Learning
Toronto, Canada
Listed by Library Journal as one of the top 50 people influencing the
future of libraries
“An experienced library and information industry leader with a strategic planning, product development,
administration, online technology, rights negotiation, association leadership, education, publishing and
marketing background. A team player with proven conceptual, analytical, and creative abilities. Able to
manage cross-functional teams, complex relationships, research, keynote and board presentations, as well
as market, product, service and strategy development.”
(http://www.cla.ca/AM/Template.cfm?Section=Home&TEMPLATE=/CM/ContentDisplay.cfm&CONTENTID=11023)
 Past-President
• Special Libraries Association, 2008
• Ontario Library Association
• Canadian Library Association
 2011 CLA Outstanding Service to Librarianship Award awarded in Halifax, Nova Scotia.
 He was Vice President Innovation for SirsiDynix and Chief Strategist for the SirsiDynix Institute.
 He was a Publisher of Electronic Information at Thomson after managing several libraries.
 He has received numerous honours and speaks regularly internationally.
 His columns appear in Information Outlook and Internet @ Schools and he is the author of ALA Editions‘
bestselling Out Front with Stephen Abram.
 His blog, Stephen's Lighthouse, is a popular blog in the library sector.

44. Dr. Hannelore Vogt is a member of the IFLA Public Libraries Standing Committee, a chair of the Advisory
Board “Information and Library” of the Goethe Institute and a Strategic Advisor of the Bill & Melinda Gates
Foundation (Global Libraries, Global Development). She has been working in various German libraries of
repute for the last 25 years. Apart from having a degree in Librarianship, she also has a PhD in Cultural
Management in the field of library marketing.
She is a consultant for library management in many libraries, institutes and other organizations in Germany as
well as abroad and has many publications to her credit in the field of customer orientation, innovative
information services and library management.
Since 2008 she is working as the director of the Cologne Public Library, one of the biggest library systems in
Germany. Before that she was head of the Würzburg City Library which earned the „Bavarian Online Award“
for innovative internet applications. Würzburg Public Library has also been the winner in the national library
ranking (BIX) four times and was elected „Library of the Year“ by the German Library Association and the Zeit-
Foundation.
Dr. Hannelore Vogt
Director
Cologne Public Library
Cologne, Germany
“As a consultant for library management Hannelore Vogt
was active in 17 countries so far: for the Goethe Institute,
including in the United States , the Russian Federation,
South Africa, Kenya, China, Brazil, Argentina, India, Latvia,
Croatia and Turkey, and for numerous other institutions and
operators. Vogt is the author of numerous professional
publications in the field represented cultural and library
management. Her focus is on marketing, customer service,
complaint management, sponsorship and alternative
funding, library cooperation and networking, staff
development, Change management, literacy and lifelong
learning, and electronic services.”
(http://www.stadt-koeln.de/1/presseservice/mitteilungen/2008/02494/)

45. Deborah Hunt
President Elect
Special Libraries Association
Principal
Information Edge
San Leandro, California USA
Deb Hunt has over 25 years of professional experience in providing customized client solutions via research, library
automation and document and enterprise content management.
Deb has a Master of Library Science degree from the University of California, Berkeley, and additional postgraduate
education in Public Administration. She is also a certified enterprise content management practitioner (ECMp). She has
consulted in a variety of information environments, including university, corporate, government, museum, and health
sciences libraries and information centers and empowered many organizations in finding solutions to their DM and ECM
challenges.
Deb’s extensive and varied professional experience ensures that your information needs and challenges will be managed
with reliability, speed, accuracy and confidentiality. Information Edge abides by the Code of Ethical Business Practice of
the Association of Independent Information Professionals.
Deb is a respected leader in the information industry and is active in local, regional and international professional
organizations. She was recently elected President-Elect of the Special Libraries Association (SLA), an international
association of over 9,000 members in 75 countries with 56 chapters and 27 divisions. Deb has served as a Director on the
SLA Board of Directors and has served on the Board of Directors of the Association of Independent Information
Professionals (AIIP). She was the 2009 recipient of the SLA Karen J. Switt Leadership Award in recognition of her
significant contributions to, and leadership in, the profession of information management. Deborah has authored articles
in the professional literature and presented at numerous conferences.
(http://www.information-edge.com/about-us)
Deb is an independent information professional and
Principal of Information Edge, which specializes in
value-added research, knowledge services, enterprise
content management, and library creation and
automation.
She has been profiled by Information World
Review (Feb. 5, 2010) and has authored many articles,
including "Demonstrating Your Value 2.0" in Best
Practices in Government Libraries 2010.