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Be A Great Leader: Recognize Women in Your Network & See them Flourish

When I heard my name being called back to the stage after my presentation “Be A Great Leader,” I was confused. “Is she talking about me?” I asked one of the organizers sitting at my table. To my surprise, she was!

The “Be A Great Leader” event

I had just finished doing the keynote at the “Be A Great Leader” event organized by the Latino Networks Coalition (LNC,) a professional association that groups the Latino Business Resource Groups of most major global corporations based in the New York City area. A couple of LNC leaders went on stage right after me to recap the event and do the closing remarks. The final presenter talked about an award they were giving to a woman for her leadership in business and diversity and inclusion.  And then she called my name.

After her keynote at the Be A Great Leader event, the LNC team gave Mariela Dabbah an award recognizing her leadership

After her keynote at the Be A Great Leader event, LNC honored Mariela Dabbah for her leadership. From L to R: Jessica Asencio, Claudia Vazquez, Christian Narvaez, Roberto Peralta, Alicia García, Lisa Concepción, Jaime Fuertes, Hedda Bonaparte.

It’s not out of false modesty that I tell you I was completely surprised and moved. This was not like any other award and it made me think about the value of being seen by your colleagues. Let me explain.

I’ve known and collaborated with LNC members and the global companies they work for, for years. They’ve witnessed my career trajectory and have been impacted by my work as I’ve been impacted by theirs. And although it’s not the first time I received an award, I found it particularly inspiring that my peers would appreciate the value of what I do. In addition, I had been hired to do this presentation and the fact that they felt I still deserved an award on top of my speaker’s fee, made it much more valuable to me.

Receiving public recognition always reminds us that what we do affects others, and it motivates us to continue working hard. It says, “we see you, we see your effort.” And I hardly doubt that I’m the only one who feels this way.

The theme of the event was based on this post.
The leadership event took place at the Prudential Tower in Newark, NJ.

The leadership event took place at the Prudential Tower in Newark, NJ.

Some great leaders lead from behind

So, if I can get so emotional about being recognized by my peers, imagine how the great number of women who lead from behind and are seldom recognized feel? Those who don’t have access to public stages from which to showcase their efforts. Or those who impact their local community. Or the women who have been making things happen for so long that their work has become invisible and it’s being taken for granted. Are you giving them the recognition they deserve? Most likely the answer is no.

Part of being a great leader is to help develop and inspire others to be great leaders themselves. And advocating for women who deserve recognition to actually get it, is a sure way to encourage them to continue on their leadership journey.

The issue here is not building up people’s egos. It’s about the benefits public recognition brings with it. Specifically, exposure, validation, credibility, brand, and reputation building.

The more of all these things you have, the better the opportunities that come your way. So very concretely, when we don’t offer women the recognition they deserve, we negatively impact their careers. Not only because we deny them the chance to gain more exposure and validation but also because lack of recognition of one’s contributions eventually leads to frustration and disengagement. And I talk about women here, and particularly women of color, because they are frequently absent from top lists and awards.

Now, through the course of the year, businesses and professional organizations have many chances to recognize people in their ecosystems: their employees, partners, suppliers, clients, etc. Think about how much more committed and energized all your female (and male) stakeholders would be if they were recognized for their efforts, their influence, and their leadership?

Read about how powerful women lead in many different ways.
As great leaders its our job to recognize women.

As great leaders its our job to recognize women.

Be a great leader by recognizing women

Here is how you can play a pivotal role in increasing the inclusiveness of awards and recognitions being doled out:

  • Nominate women in your network for all sorts of leadership and professional awards and lists
  • Advocate for women’s nominations when you notice an uneven number of women applicants to any award or recognition opportunity
  • Be the first one to give women credit in public when credit is due
  • Elevate women’s achievements by providing larger platforms to showcase them
  • Question editors and creators of “Best” and “Top” lists that are disproportionately male
  • Offer to help editors or creators of such lists to diversify their networks in order to identify deserving women they’ve missed in the past

Most of all look closely at the people in your network who do amazing work and generally go unrecognized. A heartfelt “thank you” goes a long way to making them feel valued.

#WomensMarch: When Words Create Realities You Can’t Ignore

If you didn’t know there was a #WomensMarch in Washington DC and in major cities across the country and the world January 21, it’s time to get out of your head.

A powerful #WomensMarch with massive number of people marched peacefully in NYC on January 21, 2017

A powerful #WomensMarch with massive number of people marched peacefully in NYC on January 21, 2017

After the election of Donald Trump as President, many Americans and people around the world have been in shock. I have to admit I’ve been one of them. Wondering what’s going to happen to the rights of women and minorities once this man who has insulted just about everyone assumes office. Wondering if I could avoid the media for the next four years to avoid hearing yet another distortion of reality. As many people,  I didn’t even pay much attention to the #WomensMarch organization until the very last possible minute.

Words matter. Love is always a powerful word when hate speech threatens tolerance.

Words matter. Love is always a powerful word when hate speech threatens tolerance.

All that stops today. I’m an immigrant, I’m an American, I’m a woman. I’m a Latina. I’m a leader. So today I marched in the #WomensMarch in New York not to chant that Trump is not my President. Because he is. Right now he’s the President of all Americans.

Why I marched at the #WomensMarch in NYC

I marched in #WomensMarch NYC to show I care about words.

I marched in #WomensMarch NYC to show I care about words.

I marched in the #WomensMarch in New York City to show I care about words. That the words Mr. Trump said during the long presidential campaign meant something. That words create realities out of fake news and have the power to incite hate, fear and division. I marched to show that I care about open and implicit threats against Muslims, Mexicans, women, people with disabilities, and others. That this country hasn’t spent decades promoting tolerance around the world and at home to suddenly start advocating for the exact opposite.

And I marched because what we all saw and heard in the months leading to this election warrants vigilance on the part of the American people. It warrants that we all have our representatives on speed dial so that the moment we see something that goes against our values and beliefs we let them know. “This is what democracy looks like,” as many marchers were chanting today. Only by staying on top of sensitive issues and letting our voices heard in a consistent basis will we keep our democracy working for all of us in the long run. I marched to show that we can use words to help heal the divisions and the fear that has become evident as of late. That we can create a future that works for all of us.

If you care about Diversity and Inclusion, don't sit out this conversation.

If you care about Diversity and Inclusion, don’t sit out this conversation.

What to do after #WomensMarch

For those who sat this election out, it’s time to jump in. Find something you can do to be the change you seek. For those who voted for Mr. Trump believing he was the solution to all you think is wrong about our country, stay alert. Hold your candidate’s feet to the fire. Demand that he makes good on his promises.  For those who are feeling disempowered and think there’s little you can do, think local. Get involved in your local government. You can exercise immense influence in your local and state politics and stop your legislature from passing unfair laws that then move across the country.

Read about recognizing a hostile work environment here.

For anyone who cares about an inclusive world where America’s diversity is at the core of it’s global advantage, this #WomensMarch is just the beginning. We are in the process of redefining who we are and who we want to be. Don’t sit that conversation out. Your words can make a world of difference. Let them be heard.

Here are 10 actions you can do in 100 days to keep the conversation going.
Inclusive families are part of the fabric of our beautiful country. They marched to show they care about everyone's rights.

Inclusive families are part of the fabric of our beautiful country. They marched to show they care about everyone’s rights.

Sergio Kaufman of Accenture, leading the way in female leadership

For a CEO, Sergio Kaufman is as easy going as it gets. He’s an Industrial Engineer by training but he’s definitely a people person.  A champion of inclusion and diversity and a strong believer in female leadership. It’s leaders like him that move the needle faster in gender equality in large organizations. Find out why he’s so successful.

RSM Hall of Fame

RSM Hall of Fame

Leveraging 100% of the talent pool is Sergio Kaufman’s goal. And to that effect he’s been instrumental in designing and supporting policies that make it easier for everyone at his company, Accenture, to progress in their careers. And given that Accenture is a consulting firm that works with many large corporations around the world, their success serves as a model for the rest of the world.

At a recent presentation in front of a conservative audience of mostly male executives, Sergio Kaufman talked about men as the weaker sex. Needless to say his comments made more than a few people uncomfortable. But Sergio says he likes to shock. To disrupt. To get people to discuss the important issues. And today, he sits with us to talk about what it takes to promote female leadership, the advantages of gender equality, and a lot more. Meet Sergio Kaufman, one of the leaders in the Red Shoe Movement Hall of Fame.

Sergio Kaufman, Country Managing Director & Leader of Hispanic South America

Sergio Kaufman, CEO, Hispanic South America, Accenture

Sergio Kaufman, CEO, Hispanic South America, Accenture

What are the traits of an effective leader?

An effective leader has two interesting variables. The old model of leadership was based on power (I tell you what you have to do) and knowledge (even when your boss was a complicated person, you respected him/her because he/she was knowledgeable.) Today, knowledge changes every 6 months so it’s difficult for leadership to be based on knowledge. And power has been transformed into influence. The new organizations clearly have much more respect for an influential leader than for a powerful leader. And that has an interesting effect.

If I work with people based on power, the day I leave my job, everything returns to the previous situation because once the leader changes, the power changes. If I work with influence the change is much more permanent and effective. That “old knowledge” changes into “values” that are much more permanent than knowledge that changes all the time. We went from a leadership based on power and knowledge to one based on influence and values.

And why do I mention this in connection to gender issues? Because the first two attributes I mentioned are much more frequently adopted by men, while influence management is much evenly distributed between genders. I would even say that in public life, there are more examples of influential women and powerful men. It is a different leadership model that allows for a completely different dynamic in business. It encourages and it will continue to encourage the inclusion of women in decision-making positions and positions of increasing responsibility.

The second point is the issue of diversity. Very likely, many of the attributes of empathy required for an inclusive leadership are also more balanced in women.

Read more about Integrated Talent Management in this interview with Marcelo Fumasoni of Novartis.
Accelerating female leadership is one of the areas where Sergio Kaufman, Country Managing Director and Leader of Hispanic South America, Accenture, excels

Accelerating female leadership is one of the areas where Sergio Kaufman, Country Managing Director and Leader of Hispanic South America, Accenture, excels

Given that you are a man who firmly believes in gender equality, what is happening in terms of female leadership at executive levels in the region of Accenture you lead?

Diversity is an operational necessity. We operate in a large region with about 10,400 people. We interact with the world, with diversity. Trying to manage a diverse organization connected to the world with a scheme where I think I can choose people, train them, and expect for them to all fit into identical little bottles of talent, leads to a serious loss of richness. That richness is our innovation. So it’s about having diversity in all aspects. We have people who think differently to solve different problems. And definitely leveling the playing field for women is part of the success we are having in terms of talent development and innovation. When you level the playing field male and female leadership emerges equally. 

Sergio Kaufman surrounded by his diverse talent

Sergio Kaufman surrounded by his diverse talent

Sergio Kaufman’s suggestions to involve more male leaders in promoting female leadership

What is the best way to involve more male leaders on the issue of female leadership in Latin America?

It’s a virtuous circle and when you see it in others you become someone who sees the result. What the Red Shoe Movement does in disseminating this information is useful and I think it is also useful for companies that have gender equity initiatives to tell their story. My role in this is to share transparently our experience. One could say that Accenture has an advantage because it has active policies for women and diversity in general. And that if we share them openly we lose the market advantage that attracts distinct talent. I think sharing these stories helps improve society as a whole and also it helps position the organization. I think you have to compete to make things better and not hide what you think you’re doing well and that is working for you.

Sergio Kaufman, Country Managing Director and Leader of Hispanic South America, Accenture, is a strong proponent of verbalizing the inclusion and diversity priorities of an organization.

Sergio Kaufman, Country Managing Director and Leader of Hispanic South America, Accenture, is a strong proponent of verbalizing the inclusion and diversity priorities of an organization.

More on talent strategy in this interview with Arturo Poire of Erickson.

What are some practices that you think inadvertently affect women negatively?

There’s a behavior that many men see as something positive. It is looking after women, taking care of them, protecting them. So you tend to protect your female team players more than your male talent. And it seems like a good thing to do until that additional protection ends up, inadvertently, being a problem.

For example, say I have a fantastic project that can speed up a career trajectory, but is in another country. And I say, “I’m not going to offer it to this woman because I am going to complicate her life. So I give it to a man. The appropriate thing to do would be to tell the woman, “Look, I have this opportunity, you’re the right person for it. I will support you. We will figure out together how to manage the travel required. Do you want to take it?” Sometimes we don’t offer opportunities to women not out of selfishness but because we think we are offering something that is not fair to her. And actually, the best thing to do is to offer every opportunity and let women choose. In addition, when you offer the opportunity you must support the person appropriately. Sometimes one tends to give men more straightforward career advice and to be more careful with women.

Sergio Kaufman tries virtual reality technology

Sergio Kaufman tries virtual reality technology

Pursuing female leadership

What advice would you give to a woman interested in career growth who is forced to turn down opportunities due to lack of flexible policies in her organization? 

There are three choices: you can change the organization, you can sacrifice your expectations, or you can move to a different organization. But first I’d try to change the organization by being very outspoken about what’s not working. Be vocal in a positive way. I believe in saying things assertively with good manners.

But don’t give up on shedding light on any problems you notice in the organization.

Go and talk to your bosses and let them know they are not giving you the opportunities you seek. That is what helps change organizations. Because if you leave you end up contributing to the self-fulfilled prophecy. The organization is left with the idea that women have family concerns and that’s why they leave. So you as a woman end up reinforcing that stereotype.

Leaders like Sergio Kaufman are key to moving the needle in gender equity in large organizations

Leaders like Sergio Kaufman are key to moving the needle in gender equity in large organizations

In a recent conference you talked about an article in “The Economist which talked about men as the weaker sex. Why do you think future employment presents a challenge to men?

The new economy is ripe for female leadership. According to this article, we should start worrying about men's future job opportunities.

The new economy is ripe for female leadership. According to this article, we should start worrying about men’s future job opportunities.

First, the evidence is academic. You look at any university in the world except in a few careers and men are outnumbered in quantity, they take longer to graduate, and have lower grade averages than women. These are important facts to consider. And it’s true, demographic waves move slowly but the effects are already starting to be felt. In addition, in the past many jobs required physical skills, something in which men had an edge, but with technology, that becomes less important. Those are two strong trends. There is still a difference in careers like economics, engineering, and technology where there are smaller percentages of women. Our challenge is to encourage more women to enter those fields.

There is a McKinsey study that says that in itself, the fact that there is a greater proportion of women than men graduating college is not enough to move the needle at the highest positions of decision-making. That the needle moves when this becomes a top priority in an organization. Your thoughts?

I fully agree that gender diversity has to be an explicit priority. I believe in what is verbalized and that the organization has to express how important diverse talent is. When you tell the women in your company, “I hope that the future leadership of the company emerges amongst you and I will actively look at that,” it changes attitudes and expectations.

You can follow Sergio Kaufman on Twitter.

Is flattery interfering with your career goals? This story is a wake up call!

If flattery can get a millionaire man to completely change his mind about who he funds for president, what can it do to women in the workplace?

I literally stopped in my tracks. I was out for my morning walk listening to one of my favorite podcasts, This American Life. The episode was called Get Your Money’s Worth and part of it was dedicated to the story of Doug Deason, a Dallas millionaire and his father Darwin Deason, a billionaire. It was about their search for a Republican candidate to support for President of the United States.

The Deasons had budgeted 2 million dollars for this election cycle. After a thorough vetting process where they met with each candidate, they first endorsed Rick Perry and then Ted Cruz. They had such dislike for Donald Trump that the thought of vetting him didn’t cross their minds.

Even when you know someone is using flattery to get something, it's hard to resist its allure.

Even when you know someone is using flattery to get something, it’s hard to resist its allure.

But when faced with the reality that Donald Trump would become the Republican nominee, Doug and his dad set up a meeting with him. Doug prepared a list of questions for Trump (similar to the ones he’d been asking all the other candidates before he decided who to support.) Only that, when he met with Trump, he didn’t get a chance to ask much. Why? Because Trump used flattery to win over him and his dad. Just like that. With plain, old flattery.

This is part of the transcript of Doug’s comment to Zoe Chace, the podcast’s producer and reporter right after the Deasons met Trump: “…he kept complimenting Dad on me, (…), ‘I know how great it is to be able to turn something over to your kids, and let them run it, and let them do it.’ Which, obviously, is what I do. So it was nice to be complimented, right?”

They walked out of that meeting believing that Donald Trump was nice. That he had their same mindset. He thought like a businessman. Forget all the reasons for which the Deasons had decided to never even vet him. A brief meeting peppered with the right flattery, complimenting a dad on his son, was enough to shift the destination of millions of dollars. Because money begets money. And when a couple of billionaires bet on one candidate, many others tend to follow. Which is exactly what happened.

Way too often women are happy with being told they are doing a great job. But is that enough?

Way too often women are happy with being told they are doing a great job. But is that enough?

The story stopped me in my tracks because I had a long-held belief that men were less susceptible to flattery than women. But they are not. And in fact, an amazing study of 451 CEOs (which we know are mostly men) showed that high levels of flattery lead to opinion conformity. Which means that CEOs “become over-confident in their strategic decisions and in their ability to correct performance problems with the current strategy.”

The study revealed that CEOs subject to flattery were more likely to believe they were better leaders. But this was not confirmed by the firm’s performance data. The authors of the study said that firms with flattered CEOs were less likely to change strategy when performance dropped.

What’s most disturbing is that studies have shown that even when you consciously know that the flattery is BS (as most CEOs surely do,) the subconscious impact remains.

So, if this can happen to a CEO, someone who is trained and experience in the art of identifying BS, where does it leave you?

It’s time to ask yourself if flattery is interfering with your goals.

How about: "You look like you know exactly where you are going!"

How about: “You look like you know exactly where you are going!”

Most people seem predisposed to flatter little girls. “You look so cute!” “What a pretty dress!” “I love your hair!” As of late, we’ve been hearing more and more about the effects of praising girl’s appearance and boy’s achievements or behavior. But the truth is that we all grew up appreciating flattery and putting a lot of weight and value on it.

As a matter of fact, we are now in a constant state of pursuing flattery. Think about how you feel when you post a picture on social media and receive only a few likes. Your ego takes a nosedive, doesn’t it? Well, it maybe time to stop with the selfies for a minute and reflect on how seeking and receiving flattery might be getting in the way of what you really want. Primarily at work.

Here are some comments from clients and colleagues (who will remain anonymous) to help me make this point.

“My boss told me he couldn’t have finished the project without me.”

“My supervisor was incredibly impressed with how well I manage the company’s external relationships. Everybody knows me when I walk in the room and she finally saw that. She told me, ‘I now realize how hard you’ve worked for the organization all these years.’”

“I rolled out the Business Resource Groups in our organization two years ago and they are showing very positive results. So my boss told me I had a powerful vision and an uncanny ability to execute. Then she asked me to replicate the same model in Latin America. And this is not even my main role.”

What happened when promotion time came around? Did these women, who had received the most flattering comments from their supervisors, get their due? You guessed it. Nope. They were asked to do more for the same pay. Yet they didn’t even think to ask for more. The usual answer when I ask why, is: “Oh, I’m happy to do it.” Or “I love what I do and money is not all that matters.”

This begs the question: Are women so satisfied with being flattered that they are willing to forgo money they deserve? Is getting a great compliment enough?

Even when flattery is blatant and you the motives of the person using it are obvious, you can't avoid its subconscious effects.

Even when flattery is blatant and you the motives of the person using it are obvious, you can’t avoid its subconscious effects.

Remember: Knowing that someone is using flattery to get something from you (even when the ulterior motives are evident,) doesn’t protect you against its effect. So next time your supervisors flatter you for going above and beyond your job description, take the compliment. Enjoy it. Use it as an ego boost. And then write down exactly how you want to leverage your contribution, and the fact that it is being recognized as such, in the next salary negotiation. Or to get that stretch assignment you’ve been pining for.

And as usual, if you’d like to work on this and other key skills to help you move to your next career level, check out our Step Up and Step Up Plus programs. They have proven to work marvelously!

 

5 Secrets to Negotiate Anything You Can’t Ignore

Do your knees shake, your pulse fastens, your hands sweat when you need to negotiate anything? Get over it. Discover 5 seldom-discussed secrets to negotiate your salary, a contract, a promotion or your new car. I’ll tell you how I did it!

To negotiate from strength you must first know what you’re negotiating

Negotiation quote by Sheryl Sandberg

Negotiation quote by Sheryl Sandberg

1Whatever you’re negotiating, that is not the only thing on the table

Say you sell web design and support services and you’re sitting with a prospective client. If you are only prepared to negotiate your fee you’re missing the point. Many people can design a website. And there will always be someone who can charge less than you. What do you offer that is worth hiring you to do it? What are your terms? What kind of service do you offer once you turn the site over to your client? Can you offer to design a second, personal website, for free? Could you offer an update after a year?

The same is true if you’re negotiating a promotion or a salary. To negotiate from strength, remember to be creative. Think beyond what’s in front of you. Even circumstances and rules you might think are fixed, are not. Everything is negotiable.

Learn to negotiate how to buy your car

Learn to negotiate how to buy your car

Here’s my own example. I recently ordered my new Acme car (obviously not the real brand!) It was my fourth Acme. My third with the same dealership. Second time leasing. I was scheduled to pick up my car on Friday. On Wednesday, I received a call. It was about a $1,000 cash back sale that was taking place at my dealership on Saturday. When Paul, the salesperson who sold me the last three cars, called me to confirm my pickup date, I asked for the $1,000 cash back. Here’s a synopsis of the dialog that followed:

“You don’t qualify because you ordered the car several weeks ago. You have to buy your car on Saturday to qualify. It’s the rule.”

“Paul, the rules are relative. Who do I have to talk to in order to get my discount?”

“It doesn’t work like that. The rules come from Acme Headquarters. There’s not much I can do.”

“Wait, are you punishing me for being a loyal customer? This is the third Acme I buy from you…”

So what do you think happened? Read on to find out!

Don't miss 3 key negotiation strategies for women!

2

You always negotiate with a person

Whether it’s a job offer or a car lease you always negotiate with a person. Regardless of the size of their organization. Obviously, it could turn out that a couple of people make the final decision. But you get what I’m saying. This means it’s important to connect with the person who’s there to negotiate with you. The more you know about them and what would make them look good, the better. So research the person you’re likely to negotiate with, ahead of your meeting. Think about what would benefit the other person. What they need to win and what they can afford to lose.

In my conversation with Paul, I knew he didn’t want to lose a loyal customer. I also knew there was a problem that he could pass on to his organization so that he could save face with me. So that he could look like he was on my side.

Here’s how the dialog continued:

“I don’t care what the small print says. Your dealer hired a company to conduct the flash sale and gave them the list of customers. You guys should’ve removed those customers who already bought cars. So we wouldn’t get a call like this.”

“Let me see what I can do.”

Can you guess how it turned out?

Women tend to think that circumstances are more fixed than they really are.

Women tend to think that circumstances are more fixed than they really are.

3

Decide ahead of time your bottom line

Yes. You have to have a number, below which you refuse to negotiate. Why? Because if you don’t, you run the risk to negotiate against your own interests. This goes for your salary, for any project and for anything you sell. And it’s the reason why cultivating ingenuity and creativity goes a long way. Think of a variety of items to negotiate above and beyond what’s on the table.

My call with Paul was an active negotiation. My goal was to get the $1,000 discount. But I had already given a down payment on the car and was bound by the contract I had signed when I ordered it. So, I decided that if I could get $500 I’d be happy.

When I walked into the dealership that Friday, the lease was already written out. With my $1,000 discount! Yes. It was that simple. I just had to ask and insist on it. But wait. Because the negotiation didn’t end there.

4

Build your confidence right before you have to negotiate

If negotiation doesn’t come naturally to you, here’s a trick. Create a ritual that you do before you have to negotiate. It could be that you strike a power pose for a couple of minutes. Hands on your waist, standing on open legs. (The Wonder Woman stance.) Or, with your arms up in a V shape as a champion. (Like the athletes do when they win.) It’s proven to elicit a chemical boost of confidence.

You can also create a mantra. “I’m a powerful negotiator.” “I love to negotiate. It’s fun and exciting.” Whatever suits you. It will help you feel stronger and focused right before you hit the ground running.

A couple of weeks after I drove my cool new car home, I received a letter from Acme Financial Services. It was a bill for around $1,000! What? They listed items that shown “excessive wear and tear” of my previous car. The one I had turned in. So guess who I called first? Yup. Paul.

He promised to look into it. And he did. He got his dealership to knock $300 off the bill. Now I had to call the financial company and get the rest taken care of. Ommmmmmm…

Build your confidence with a power pose

Build your confidence with a power pose

5

Beware of signs that “this” is not a negotiation

Let’s be honest. There are times when people offer you a job interview even though they already have the candidate for the position. It’s a legal thing. They have to interview certain number of potential candidates. Or they already have the vendor they want to use. Stay alert so you pick up those signs and avoid investing too much time and energy. But don’t waste the chance to make a great impression. You’re there already. You never know what might happen in the future. So take advantage of the opportunity and show your best self.

Okay. So I called Acme Financial Services and spoke very kindly to the customer service rep.

“I don’t understand… You guys inspected the car and everything was fine and suddenly, 200 miles later, when I turn it in, the car needs new tires? At 19,000 miles? Could you please look into it for me?”

He didn’t really know what to respond. He knew this wasn’t a negotiation. He knew he had to make this bill go away.

And so he did.

Career Quiz: Test Your Negotiation Skills!