We all know people who are "difficult" in one way or another, and we're often called upon to deal with them. A difficult person can be condescending, argumentative, belligerent, selfish, irreverent, clumsy, or simply rude. Difficult people seem to know exactly how to annoy us, frustrate us, hurt our feelings, and create problems. Dealing with this type of person becomes an exercise in patience, kindness, and grace. And in real estate, we often encounter this kind of challenge.
The Ury Method
William Ury, a social anthropologist with a doctorate from Harvard, is known as "The King of Negotiation." He co-founded the International Negotiation Network with former US President Jimmy Carter, with the goal of ending civil wars worldwide through dialogue.
He is the author of several books and negotiation manuals, such as the well-known "The Power of a Positive No: How to Say No and Still Get to Yes" (2007), published in more than 30 languages.
The Ury Method is one of the real estate negotiation techniques that helps negotiators see a complex situation more clearly, precisely because in this type of conflict the important elements are lost from sight.
Separate the people from the problem
In the case of real estate transactions, it is important to realize and make the other person see that the objective is common: the transfer of a property, for example; hence the frequent phrases such as "it's what we all want" or "we're in the same boat", which are aimed at emphasizing that common objective.
Focus on interests, not positions
In the exercise of power, that characteristic trait of difficult people will inevitably lead to moments where positions seem irreconcilable. The negotiator must then focus the process on the interests of both parties. In the case of a real estate agency, these interests are clear: a fresh start. Focusing the conversation on setting aside extraneous matters will allow people to rise above the details and concentrate on what truly matters.
Invent options for mutual benefit
Difficult people also tend to be distrustful. To gain their trust, it's essential to show them that both parties benefit, highlighting the mutual gains. We're sending the message, "I'm invested in this process, and like you, I want what's best. Let's help each other."
He insists on using objective criteria
Like all overly self-centered people, difficult people tend to be subjective. To overcome this obstacle, use objective criteria. Nothing is better than comprehensive sales literature for presenting this data and securing a deal.
This achieves a dual objective: reinforcing the client's confidence and appealing to reason. The plans, photos, property specifications—all the information in our real estate management software—must be complete and support these arguments.
Ultimately, it's about not giving up when a difficult person knocks on the door, but rather addressing their insecurities with a positive attitude that always highlights the benefits for both parties.
Source: Inmogesco Blog
