"I realized that without a deep understanding of human psychology, without the acceptance that we are all crazy, irrational, impulsive, emotionally driven animals, all the raw intelligence and mathematical logic in the world is little help in the fraught, shifting interplay of two people negotiating.Trecho retirado de "Never Split the Difference Negotiating As If Your Life Depended On It" de Chris Voss, Tahl Raz
Yes, perhaps we are the only animal that haggles—a monkey does not exchange a portion of his banana for another ’s nuts—but no matter how we dress up our negotiations in mathematical theories, we are always an animal, always acting and reacting first and foremost from our deeply held but mostly invisible and inchoate fears, needs, perceptions, and desires.
That’s not how these folks at Harvard learned it, though. Their theories and techniques all had to do with intellectual power, logic, authoritative acronyms like BATNA and ZOPA, rational notions of value, and a moral concept of what was fair and what was not.
And built on top of this false edifice of rationality was, of course, process. They had a script to follow, a predetermined sequence of actions, offers, and counteroffers designed in a specific order to bring about a particular outcome. It was as if they were dealing with a robot, that if you did a, b, c, and d in a certain fixed order, you would get x. But in the real world negotiation is far too unpredictable and complex for that. You may have to do a then d, and then maybe q."