This was a simple case of my father trying to help one of the workers in his factory. She had recently lost her husband, and the group insurance needed to be settled. However, there were some procedural delays. My dad had to come to Chennai to resolve these delays, so I decided to drive him to the insurance company for this conversation.

The delays were exasperating my father, who was keen to ensure that this worker got paid in such trying times. This exasperation led to a lot of indignation in the conversation with the insurance officer. It was so intense that I sensed that the officer was about to leave the discussion. That’s when I decided to step in.

At this point, I realized the importance of making the other person comfortable. I asked if I could take a couple of minutes to set the context for the conversation. I explained the situation that led to the untimely death and expressed how the worker must be feeling. I also highlighted that the insurance officer had the ability to ensure timely payment to this woman and questioned whether he would be motivated to help her.

Remember, in negotiation, it’s crucial to give something to get something. By showing appreciation and respect, you can prompt action. The insurance officer took it upon himself to consult with various divisional and zonal managers, obtained the necessary approvals, and returned to us.

This experience underscores that selling skills, such as persuasion, influencing, negotiating, and selling, are actually life skills. When used correctly, in the right context and sequence, they can yield higher-order results.