<<LEGAL EASE, CONTINUED FROM PAGE 19


expressions of anger and emotion. The agent should not take such conflict personally (even when it is directed at the agent), and the agent should ignore it as much as humanly possible. Rather than tensing up when the con - flict comes, REALTORS®


should simply say to them selves,


“OK, this is the part of the negotiation where the other agent uses anger to try to get their way. What can I learn from what is being said?” This is how a true pro fessional acts. It is not the REALTORS®


’s job to make the other


agent a better or more polite person or to give as good as the REALTORS®


got. In being realistic about conflict, REALTORS® must also


accept that not all negotiations will be successful, other agents will not always be rational or reasonable and some agents will use anger and emotional outbursts as a way to try to intimidate a REALTOR®


into doing what


they want. Ignoring such outbursts is a sign of strength and shows the bully that their inappropriate tactics will not work. When REALTORS®


FRIENDLY AGENT: If there is anything that you or your client don’t understand, I am glad to explain what my client intended. My client has already told me that she is also glad to consider any proposed changes to make the contract clearer. If the contract as written is unacceptable to your sellers, they can counter and my client will then decide what to do.


ANGRY AGENT: This is your third counteroffer and we are no closer to getting a deal done than we were a week ago. My clients are starting to get insulted by these lowball offers. If your clients want this house, they need to make a realistic offer. Haven’t you educated your buy - ers that this is a seller’s market?


are having difficulty staying calm in


the face of an angry onslaught, they should remind them - selves that the angry or hostile agent is really not a particularly important person in their lives. The angry agent is not the REALTORS® not the REALTORS®


’s boss, not the REALTORS® or father and not someone the REALTOR®


FRIENDLY AGENT: Our clients are pretty far apart and they may not be able to bridge the gap. I’d like nothing more than for them to come to an agreement. But here is the problem my client is having. They have reviewed the comparables, particularly the one on Ivy Lane and based on the comparables, they feel they are offering market price for your client’s property.


’s spouse, not a loved one, ’s mother


will likely be


having dinner with or over to your home in the future. The angry agent should be viewed as merely an obstacle to getting the deal done. When agents are angry or hostile, they often reveal information in a fit of anger that is best left unsaid. When a REALTOR®


is detached and is


listening carefully, they sometimes learn information that can potentially benefit their client. For example, let’s say that the REALTOR®


being truthful, the REALTOR® hears something said in anger that


contradicts something the agent said earlier. If the REALTOR®


now realizes that the other agent was not now knows that the angry


agent lacks credibility and other statementsmade by the agent should not be trusted. One final benefit of com - pletely ignoring the other agent’s anger is that itwill more than likely drive the other agent crazy. To get the max i - mum benefit from this approach, however, it is im por tant for the REALTOR®


not to show the least bit of frust ration


or annoyance with the other agent’s behavior or to re - spond in a patronizingmanner. Look at the two exchanges below to get a better idea of how this works.


ANGRY AGENT: Who wrote these special stipulations? I don’t understand half of them and my client is certainly not going to agree to some of the crazy things you are asking for.


While REALTORS® cannot control how others act, they


can control how they act. Remaining positive and in control is a sign of confidence and power. The REALTOR® is saying that he or she will not be intimidated or bullied by the other agent’s anger and hostility. However, for the strategy to work, the friendly agent must truly not take the bait and speak like they are having a chat with a good friend.


NEGOTIATE THROUGH THE VOICE OF YOUR CLIENT


There is a tremendous difference in telling another


agent why you think their client’s offer is unrealistic ver - sus telling the agent why your client thinks the offer is un - realistic. With the first communication, the REALTORS® judgment is what is at issue and the REALTOR®


’s becomes


the lightning rod for being criticized and attacked. When REALTORS®


preface their remarks with phrases like,


“Here is how my client is looking at it”, “My client believes …” or “Here is the problem my client is having”, the focus shifts to the client and away from the REALTOR® allows the REALTOR®


. This to be more of a mediator trying to


help find some common ground between parties who do not yet see eye to eye. While the other agent may well think that your client is unrealistic, this is not something that will usually surprise or upset the other agent and in fact this is how some agents will already likely perceive the other agent’s client.


24IGEORGIA REALTOR®


NOVEMBER I DECEMBER 2013


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