You’re working in IT Operations. How can you develop your negotiation skills?

My brand of program management involves effective and organized documentation. Typically, I maintain a detailed (one true source) spreadsheet that includes the goals/tasks, areas, comments/notes, etc. I can determine who said what, allowing me to keep track of what's important to each leader or team member. Everyone can access the spreadsheet and stay up-to-date on the priorities and expectations. When it comes time to connect with a partner in a specific area, they're aware of the goals and constraints. This creates an environment for additional information gathering and effective negotiations. If what's in scope is in front of us, straying is less likely. Any points outside the scope can be heard and documented for future state.

To improve negotiation skills in IT Operations, where negotiation largely involves communicating with users to gain their time and trust in resolving IT issues, clear communication and trust-building are key. Understand user needs, clarify objectives, and manage time well. Collaborate on problem-solving, stay flexible, and seek continuous improvement. Building trust is vital; fulfill commitments, maintain transparency, and aim for win-win solutions. By emphasizing these elements, IT professionals can negotiate timelines and quality effectively, nurturing positive user relationships.

I believe in giving people a voice. Even if I can't implement their ideas, it helps to gather information to paint a full picture. Oftentimes we can use that feedback down the line and create the change they requested. As project and program manager, it's my role to gather, report, and allow leadership make an informed decision. Part of my process for building a bridge in partnerships is to communicate my role and how I can help bring people and resources together. When the team trusts me enough to share their thoughts, ideas, and data, I can effectively negotiate on their behalf to leadership and vice versa. They can rely on me give straight answers and go to bat for the important items that bring value to the work and to the business.

I love what I do and I have great respect for people using their experience to make things work. When I meet a new colleague, I like to hear what they have to say about their area - what works, what doesn't, what could be better. Finding ways to become a super fan of their specialty helps me plug in a resource I can rely on when the time comes. I get the opportunity to give them kudos and let them know I recognize their strengths. Whether joining a new team or meeting new partners, sure, I have a task to complete, but I like to start building a bridge with the individual with probing and listening. Of course, I have to find out their sports team, so I can trash their stats and wins. All in a days work... :)