The real meaning of no

Sometimes it seems like our negotiation counterparts know only one word: “no.” Before we snicker at the size of their vocabulary, though, let us all appreciate the amazing diversity of meaning masked by that one small word. Since negotiators say “no” for all kinds of reasons, many or most of which have nothing to do with negation (but something to do with negotiation), making life negotiable involves understanding the remarkable conceptual richness lurking behind those tiny two letters.

So this post will seek to decode what our counterparts really mean by “no”—in particular, five common messages lurking behind that one common word. While these messages can only scratch the surface of our counterparts’ rich and multifaceted minds, I do hope they demonstrate the importance of looking behind the spoken word in negotiation. So here, without further ado, are five common meanings of no:

  1. You’re talking to the wrong person. People often say no simply because they don’t have the authority to say yes. When talking the cable company, for example, the person who answers the phone is usually not the magical “supervisor” who can somehow extend your promotional rate. In this case, your job is to talk to the magical supervisor—or at least convince the phone answerer to do so on your behalf.
  2. I don’t feel like doing my job today. People often say no because they’re simply too lazy to say yes. I’ve often encountered this one among associates in a big box store. During a recent trip to Walmart, for example, I made the ill-advised decision to try and return a purchase from Walmart.com in-store. “We don’t sell that in the store,” was the unhelpful associate’s response. “Ok,” I answered, “so how can I return a purchase made online—can I return it here and get a gift card to use on the website?” Amazing, that one simple question did enough of the associate’s job that she suddenly found a way to process the return. When the no stems from laziness, your job, sadly, is to do their job for them.
  3. I misunderstood your request. Perhaps the most common reason for saying no is a simple misunderstanding of the request. When you ask for a work colleague’s help with an important task, for example, their no often reflects a simple misconstrual of the task—and especially how much work it requires. In this case, like any case when you want someone to do something, your job is to make it as easy as possible for them to comply.
  4. You haven’t asked enough times. Experienced negotiators sometimes feel like they need to test your mettle by repeatedly rejecting your demands. It’s not that they’re unwilling to accede to those demands—oh no! It’s simply that they want to see how far they can push you before you eventually cave. Consider your last visit to the car dealer—everyone’s last visit to the car dealer. Responding successfully to the repeated no, of course, simply involves repeating the request—politely, perhaps differently, yet repeatedly, until they see undeniably that you’re serious.
  5. This is how my culture negotiates. Whereas we Westerners, on average, tend to negotiate by exchanging information on our needs and desires, negotiators from several Asian nations are thought to negotiate by exchanging and politely rejecting a series of offers. Implicit in the offer exchange, it seems, is an exchange of information about the importance of the various negotiable issues. If you’re negotiating across cultural boundaries, then, a “no” may mean something entirely foreign—namely, that this is my culture’s particular negotiation dance.

Now, in conclusion, I’m not suggesting that no always means otherwise—and certainly not that it means yes. No can certainly mean no. But negotiation research suggests that an initial no often stands in for a plethora of alternative meanings, many of which mean something closer to “try again” or “try something new.” So the overall point is this: the next time you hear a no, disengage your English language skills and consider the no an opening gambit—an invitation to find an alternative pathway to yes.

 

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One thought on “The real meaning of no

  1. Pingback: “That’s policy”: First offers from our friendly customer service representatives | Brian Gunia

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