Difficult conversations come up constantly in the car business. It could be a tense talk with a partner, a tough conversation with an employee, or a high-stakes negotiation with a customer. Some people put these moments off and hope they resolve on their own, but that rarely works in their favor. A better approach starts with listening first, choosing words that lower defenses, and treating every conversation as a negotiation. Joining us on the latest episode of CBT Now is Jonathan B. Smith, Negotiations Instructor with The Black Swan Group and Co-Author of Fight Less, Win More: How Master Negotiators Influence Hearts, Minds, and Deals. Smith says business owners need a framework for handling…
