Scotwork powerful results

Powerful Results

®Defining negotiation

Investing?...in Training?Every year industry and commerce spend billions of Pounds, Euros, Dollars, etc.

on Management Development. The overall results evidently produce better management

performance - but how do you assess the contribution of any one element? How do you

weigh up the relative benefits of competing courses in the same management discipline?

With other products and services it is possible to measure objective criteria:

response times, reliability, copies per minute.

Information-based topics can be assessed by a formal exam and pass rates can be

compared, given a large enough sample; but with a SKILLS course the change in

performance is much harder to measure. The measures are more subjective, there is no

control group against which to gauge any improvement and the trainee has to have had

the chance to use the skills in the workplace. Some of the benefits such as “improved

use of time”, “improved confidence” are very difficult to measure. All training produces

some measure of benefit to the participant, so how do we compare those benefits

relative to other courses?

We believe that the SCOTWORK ADVANCED NEGOTIATING SKILLS course does produce

a result which can be measured in financial terms and in 1991 we set out to prove it.

We assessed the impact of the course as reported by the participants and then added

a study of their line managers’ opinions of the change in performance and finally we

looked for other comparable research against which we could benchmark our results.

Over 30,000 participants and 10,000 of their managers have taken part in this survey.

This report contains the results from 13,000 participants who attended the Scotwork

course between May 2007 and March 2011 and 1,500 of their managers.

Australia • Belgium • Brazil • Canada • Colombia • Czech Republic • Denmark • Finland • France • Germany • Greece • Hong Kong Hungary • India • Ireland • Italy • Japan • Lithuania • Mauritius • Mexico • Middle East • Netherlands • New Zealand • Poland Romania • Russia • Singapore • Slovakia • South Africa • Spain • Sweden • Turkey • Ukraine • United Kingdom • United States of America

7 Fortrose Street | Glasgow | G11 5NU | United KingdomTelephone: +44 141 357 3989 | [email protected]

www.scotwork.com

®

Key Findings from Scotworkcourse participants

Most valuable training activity

Pace

Content, teaching methods and enjoyment

Course materials of continuing value

Improved performance

Financial return

Total benefit

Personal benefits

Comparison with other courses

Key Findings from the Scotwork survey of managers

So that’s what you think - but what about your boss?

What did they hope to achieve?

Did they achieve it?

Are they trying to use the skills?

Total benefit

Has it saved you money?

Were they briefed, debriefed and followed up?

Is the benefit increasing or decreasing?

Was the training investment worthwhile?

Conclusions

Participating Organisations

Scotwork Negotiating Skills Participants’ Questionnaire Data

Scotwork Negotiating Skills Managers’ Questionnaire Data

History and Methodology

4

7

Measuring Successful Training

Contents

1011

17

20

22

Key Findings from Scotwork course participants4

Most Valuable Training Activity

“From which single activity did you feel that you learned the most?”

SCOTWORK pioneered the use of video recorded case plays as a teaching method in the 1970s and 66% of participants felt that they learned most from this one activity. Observing others in the same situation was the top activity with another 13% of participants. Formal theory input was placed top

by only 6%.

Pace

The SCOTWORK course is run with great intensity;

over 25 hours of learning packed into three days.

Over 82% scored Pace in the top two categories -

Very Satisfactory and Quite Satisfactory with

a further 14% as Satisfactory.

Content, Teaching Methods and Enjoyment

93% scored Content, Methods and Enjoyment in

the top two categories with Enjoyment scoring

particularly well. SCOTWORK has always believed

that learning can be fun.

Course Materials of Continuing Value

“Do you refer to the leather personal organiser and course handouts which you received on the course?”

So many handouts from so many courses end up

in so many cupboards never to be read again.

SCOTWORK tackles this problem by presenting the

course notes in a compact A6 leather binder and

by printing the notes on plastic-coated long-life

paper; as well as having the notes available for

download from our website to

their computer or smartphone.

As a result an amazing 82%

of participants are still

referring to the course notes

3 months after the course! Around 18% had downloaded a soft copy

of the Scotwork App.

Improved Performance

“Do you feel that your negotiating performance has improved as a result of the course?”

After three months over 96% of participants said

YES. We think that this is an acceptable result.

69% felt more in control of the negotiating process.

Over 50% reported that they had improved

in handling business conflict. 47% made fewer

concessions and 29% gained more concessions

when negotiating.

Over

96% of Participants

said YES

Financial Return

“Has your employer been able to gain benefit of at least £2,000 ($3,000) in time or money as a result of your attendance on the course?”

46% said YES, their employer had made a saving of at least £2,000 and of these 23% claimed they had done it on the first negotiation after the course!

41% said they cannot measure the benefits to their employer in financial terms.

Total Benefit

“Can you estimate the total financial benefit over the last 6 months?”

Key Findings from Scotwork course participants

50% of the total could measure a financial benefit (including personal benefit). Shown as a %age of the whole sample, they estimated a total figure for the previous three months of:

If a total of 14.3% of ALL participants are saving over £20,000 then this represents a spectacular rate of return. That is an average of 1 person on each course saving the total investment cost including travel, accommodation, course fees, etc.

12% estimated £5,000 to £10,000

8% estimated £10,000 to £20,000

6.5% estimated £20,000 to £50,000

3.0% estimated £50,000 to £100,000

4.8% estimated £100,000 and over

5

46%

23%41%

Personal Benefits

“What benefits, if any, have you personally received as a result of attending the course?”

The course teaches participants to UNDERSTAND

the negotiating process, to RECOGNISE the skills

which can be brought to bear in a negotiation

and PRACTISE these skills in a non-threatening

environment. As a result:

Comparison With Other Courses

“How did the SCOTWORK course compare with the BEST skill courses you have attended in the last 2 years?”

Of the 52% who indicated that they had been on

a comparable course:

40% said the SCOTWORK course was equal

to the best and 55% said the SCOTWORK course

was THE BEST THAT THEY HAD ATTENDED over the

previous 2 years.

As a result 99% of participants would RECOMMEND

the SCOTWORK course and of these 50% had

already done so. 76% would like to come back

for more!

Key Findings from Scotwork course participants6

71% felt that their negotiations were

More Satisfying

67% of participants reported an improved

level of Confidence

35% had improved their interpersonal

Relationships

18% felt that their Career Prospects

had been enhanced

Participants could score more than one category in this question.

So that’s what you think – but what about your Boss?

If the participants thought that they were now

brilliant negotiators, what did their managers think?

We added a 3 month follow-up survey targeted at

the managers of course participants. This requires

those participants, who had completed the survey,

to forward an email to their manager inviting them

to complete an on-line questionnaire.

There were several challenges: we did not know

who the managers were, the managers may have

had several of their staff attending the course,

would they complete a form for every one

of them? The managers might be less committed

to the course and therefore less likely to fill out

a questionnaire and, if they themselves had not

attended the course, would they even recognise

improved negotiating performance?

In spite of these difficulties an astonishing 17.4%

of managers have taken the trouble to complete

the survey. This compares with a 43% participant

response rate.

What Did They Hope to Achieve?

We started with a list of those things which the participants reported that they had achieved and asked the managers to list their objectives. An overwhelming 89.2% marked “IMPROVED NEGOTIATING PERFORMANCE” with “improved level of confidence” second with 49%. Managers could choose multiple objectives.

Key Findings from the Scotwork survey of managers 7

Did They Achieve It?

The managers reported that, of the total number

of their objectives, 89% were met in full and 86%

of the managers reported that all of their target

objectives had been achieved.

Total Benefit

“Can you estimate the total financial benefit over the last 6 months?”

875 of the managers responded and estimated

a total benefit for each individual.

22% estimated £5,000 to £10,000

12% estimated £10,000 to £20,000

11% estimated £20,000 to £50,000

5% estimated £50,000 to £100,000

7% estimated £100,000 and over

Our target is to show a 3 month return of around

10 times the course fee.

Are They Trying To Use The Skills?

Would the managers know what skills had been

taught? Fortunately, 64% of the managers had

already been through the SCOTWORK course

and, of the rest, we must assume that they

understand the concepts taught, because 98.5%

of the managers replied to the question. Would

the managers be in a position to observe the

participants in action frequently enough to answer the question:

“Are you aware of this person trying to use any of the skills taught?”

92% said YES they had seen the person trying to use the skills and 82% could identify specific

instances where they did use the skills.

Key Findings from the Scotwork survey of managers8

Has It Saved You Money?

We asked the managers the same question,

“Has this resulted in a benefit to the organisation of at least £2,000?”

40% said YES although 55% could not measure

the benefit in financial terms.

Is the Benefit Increasing or Decreasing?

“Over time, is any benefit gained from the training: constant / increasing / decreasing?”

People very quickly forget what they have learned

unless they have an opportunity to practise the

skills. In answer to the question 4% said Decreasing,

45% said Constant and a surprising 51% said

Increasing. This could be explained both by the

high level of ongoing reference to the course notes

and to the fact that skills improve with practice. Were They Briefed, Debriefed and Followed Up?

68% of participants were formally briefed in advance

57% of participants were formally debriefed afterwards

28% of participants had an action plan drawn up

19% of participants had had a review of their action plan

Key Findings from the Scotwork survey of managers 9

Was The Training

Investment Worthwhile?

98%of managers who

answered said

YES.

68%

57%

28%

19%

51%

45%40%

55%

Conclusions10

We can tell from our clients’ positive reactions when they see the results of this survey, particularly as it relates to their own people, that this study provides a unique insight into the direct benefits of the SCOTWORK course.

We are also proud of our survey response rates with 43% of all course participants and 17% of managers taking the time to give us feedback.

Comparing the results of the 2004 - 2006 survey with this latest study we can see a consistency of results in almost every category.

It is gratifying to see the improvement in the rate at which managers brief, debrief and follow through on training.

The SCOTWORK team studies these results and the feedback to the literal questions to identify areas where we can improve. The present continuing study which began in 2011 has a simplified managers’ questionnaire and we contact the managers directly by email in the hope of improving the response rate.

SCOTWORK is committed to continuing to develop the Advanced Negotiating Skills Course to ensure that we maintain our place as the market leader. We intend to carry on with the Participants’ Questionnaire Survey to measure the effectiveness of our Advanced Negotiating Skills Training Course and to publish the results. We hope that this will continue to demonstrate to our clients that they are getting a good return on their investment.

11Participants and Managers from the following Scotwork clients submitted follow-up questionnaires

Abena ProduktionAberdeen Asset ManagementABES – ConsultancyABKABN AMROABSAAccelyaAccentureAccorACD/LabsACOActelionAdcock IngramAdeccoAdelphiAdidasAdvanced Medical SolutionsAEG AegisAEGON Asset ManagementAer Rianta InternationalAffinity PetcareAfton ChemicalAGAAGC Flat GlassAggrekoAgility LogisticsAgotex Agra TradingAgranaAhmadiah Contracting & TradingAHOLD Retail SlovakiaAIAAIGAir France KLMAirservicesAkademie Deutscher Genossenschaften AKBANK AkzoNobelAl Rajhi BankAlcatel LucentAlcoaALDAR PropertiesAldiAlfa LavalAlghanim IndustriesAlleasingAllianzAllied EnterprisesALLWEILERAlmirallAlpha BankAlphapharmALPLAAlstomAlstom FerroviariaAlstom PowerAlteaAltech UECAlternative NetworksAmazon.co.jpAmazon.co.ukAmazon.comAmazon.deAmazon.frAmcorAmerican BOAAMP

Anadolu EfesAnchor YeastANDRITZ KaiserAnglo AmericanAntariaAnticimexANZANZCO FoodsAOK PLUSAonAPI LaminatesAPL CartonsAPNApollinaris Apollo-OptikApotexAPPEAQAAqualisa Products Aracruz CeluloseArbora & AusoniaArcArcandorArçelikArcelorMittalArdensAreaArgenta ArgosAria PropertyArvato BertelsmannASCAshurstAsja Ambiente Associated British FoodsAssociated NewspapersAstellas PharmaAstraZenecaAstrium EADSAtentoAtlas Copco Atos EuronextATP Innovations Atradius Credit Insuranceaurelis Real Estate Australian AerospaceAustralian DMOAustralian Department of CommerceAustralian Department of Treasury and FinanceAustralian Liquor MarketersAustralian Red Cross Blood ServiceAustralian VinylsAutomotive LightingAvenir TelecomAVIAvio Avis Budget GroupAvivaAvonAXA Axel SpringerAxis BankAZ DirectAZADEA

B. BraunBacardiBAE SystemsBahlsenBajamar Séptima BakehouseBalcas TimberBalfour Beatty Ball PackagingBalmain BaltCapBaltic Data CenterBAM PPP Banca Carige Banca MarcheBanco Espírito SantoBang & OlufsenBare EscentualsBarloworld CoatingsBarts & the London NHS TrustBASFBates Asia PacificBausch & LombBauwelt Delmes HeitmannBaxterBayer Bayern LBBayerngasBBCBBC WorldwideBBDOBC HydroBCABCD TravelBDBeam BeeldBeganoBeiersdorfBeijer ByggmaterialBel SuisseBerco Béres GyógyszergyárBerlin HypBerliner SparkasseBerlutiBernard HodesBernardi Supa IGA Bernax ConsultingBetter Bexley Care TrustBHP BillitonBIC BidvestBilfinger BergerBILLABiocentury Biogen IdecBioMarin PharmaceuticalBIPABiraghi BistechBitburger BraugruppeBlack Isle BlackRockBluecycleBluewireBlusensBMI HealthcareBOBST

BOCBoehringer IngelheimBokomo FoodsBong BongrainBonlifeBorçelik Çelik Sanayii Ticaret Bord GaisBord Gais NetworksBorusanBosch Siemens BoseBourjoisBournemouth Borough CouncilBovis Lend LeaseBox TVBoxer SuperstoresBoxmore PlasticsBPBP Chemicals BP Exploration BP OilBPCEBPIBPSABPWBraccoBradbury & Son BrandhouseBrasseries KronenbourgBravoBrenntagBridge MarineBridge ShippingBrighthouseBrisbane Airport Brisbane City CouncilBristol-Myers SquibbBRITA Britec LaboratoriesBritish American TobaccoBritish Sky BroadcastingBritish SugarBrookfield MultiplexBrown-Forman Bruker OpticsBSGBSHBT BTVBudapest BankBuilders WarehouseBulgarian-American Credit BankBuongiornoBupaBurn Stewart Distillers Buró de Integración EmpresarialBurson-Marsteller Business KompagnietBVH GroepBWG FoodsByblos Bank

C Papacostopoulos & AssociatesCable&WirelessCadbury

12 Participants and Managers from the following Scotwork clients submitted follow-up questionnaires

Caixa PenedésCALIQUA-BORMANNCalor GasCampari Campbell’s CampofrioCanangaCancer Research TechnologyCape-Natixis CapgeminiCapitaCaratCARBONTEAMCardinalHealth CargillCarrier Rental SystemsCartier CarTrawlerCarusCasbegaCastelain Castrol Caterpillar Cathay PacificCavannaCBACBG Systems CBRECDC CDI Pinnacle CegosCEL GroupCelesticaCell CCement AustraliaCEMIGCentral Bank of SeychellesCentricaCereal PartnersCerebosCeresCerformČeská spořitelnaCespaCEVAČEZChalhoub GroupChannel 4Channel 5Châteauform’ChaumetCheckersChemturaCHEPChevronCHI & PartnersChiesi FarmaceuticiChildren Worldwide FashionChiltern RailwaysChivas BrothersChr. HansenChristian DiorChrysalis RadioCiel PropertiesCisa TradingCiscoCIT AerospaceCIT BankClear ChannelClearcast

CLHCliniqueCLPCNNCobegaCODERECognisColasColas MayotteColgateCommonwealth BankCommonwealth DefenceCommunications Design & Management Compass ComputacenterComputicketCompuwareConcorCondor LogisticsConfindustria CeramicaConforamaCongalsaConlogConnector MotorwaysConocoPhillips CONPOWERConstance Hotels ExperienceContact Centre ActionContexxCoogee ChemicalsCooper StandardCo-operative GroupCopenhagen LibrariesCorcos IndustrialeCorning Cable SystemsCoronet Property Management Corporate ExpressCOSMOTECoty Cray ValleyCrediparCrédit AgricoleCRHCroda Crown Foods Crown Packaging CSA MineCSL ČSOBCuisine de FranceCummins Turbo TechnologiesCURSOR Software CYMIMASA

D C ThomsonDaiichi SankyoDaily MailDannonDanoneDanske Bank Daramic DatacomDayferDB BreweriesDBS Bank

DDB Worldwide Communications

De AgostiniDe Stiho GroepDebenhams DegrémontDeHavilland DelCom DellDeloitteDelosDenel DynamicsDENTSPLYDepartment of Treasury and Finance TasmaniaDePuyDetecon Deutsche Post Dewar’s DGBDHLDick Smith ElectronicsDigital Cinema MediaDigital Systems Dillon BassDIMDIMECOdirectCommDiscovery FoodsDiscovery NetworksDistellDiverseyDiversified Agency Servicesdm drogerie marktDoetsch GretherDomino’s PizzaDongwha PatinnaDORMA Douglas PharmaceuticalsDow ChemicalDow CorningDownerDr. OetkerDr. Peter & CompanyDrake & ScullDrax PowerDreher DSM Dubai Duty FreeDufryDuluxDunn & BradstreetDysonDZ BANKDZB BANK

EastmanEastOneEatonebayeBucksEckes-Granini Eclipse Blinds SystemsEddie Stobart EDF EnergyEdiciones SMEdward Snell & CoEdwards LifesciencesEdwards VacuumEdwin Grasmehr edy International SpeditionEFG Eurobank

eircomEker Süt ÜrünleriEkol LojistikEkom ELBAElder Engineering ElectroluxElectronic ArtsEli LillyEliaEliteEMAPEMCEmil Krajčík EmiratesEmmi EmtelEnBWEncusEnergosENGIMOEngine YardEnglefield CapitalEnotriaEnterprise FoodsEPCOSequigroupERCErdgas Münster EricssonESCPESETe-skills EskomEssex County CouncilEssex PharmaceuticalEsteé LauderEthiconEuler HermesEUMETSAT Euro RSCGEurobankEuromasterEurosporteustreamEvangelische Kreditgenossenschaft EvereadyExact Excellence Management ConsultantsExpediaExxonMobil

F. Hoffmann-La Roche Fairfax MediaFaiveley Transport FallonFandis Fast ‘n’ Fresh Fata Logistic Systems FaureciaFazerFedExFelda Bridge AfricaFermCom FerreroFicosota SyntezFinancial TimesFinidr


Finlandia-taloFinnair FinnsementtiFirmenichFirst DataFirst National BankFleishman-HillardFlight CentreFlorendiFlybeFMC TechnologiesFOAFocus MagazineFomento de IniciativasFontea Forestry TasmaniaFöretagFoschiniFosroc FostersFoxconn ElectronicsFrance MaccaferriFreddy HirschFreudenberg Frey & KisselFrito-LayFrondeFruchtimport vanWylickFSAFujiFilm Future PublishingFVA Conseil Innovation

G4SGalana GalenicaGaleries LafayetteGallina BlancaGAMEGDF SUEZGE HealthcareGE MoneyGE Oil and GasGEAGEA NiroGEFCOGeneral DynamicsGeneral Dynamics Advanced Information SystemsGeneral MillsGeneral Motors Generali Genesis EnergyGen-ProbeGeorge Weston FoodsGeorgia-Pacific Geoservices GET 974getAhead.dkGetzGfK AscentGiesecke & DevrientGirbau Gist GL Noble DentonGlasgow Prestwick AirportGlaxoSmithKlineGleedsGlobal CallGlobal Radio

GlobeCastGlobo Comunicação e Participações GlobulGMI GNMGobierno del Estado de Baja CaliforniaGold Fields Goodby, Silverstein & PartnersGoodyear DunlopGrace GradientGranaroloGrands Travaux de l’Ocean IndienGreen SpotGreenwich PCTGrelierGrieg Star ShippingGroundworkGroupe CasinoGrünenthalGrupo SMGrupo UvescoGruppo PAMGualapack Guangdong Swire Guardian News & MediaGucciGuerlainGulf Investment HouseGVS

H.C. Starck H.J. HeinzHabitex HactlHAECOHagerHakleHalfordsHall & WoodhouseHalliburtonHalliburton LandmarkHamburg SüdHamburger SparkasseHanganaHapag-LloydHardcatHarperCollinsHartmann-Rico HaysHBOHeinekenHela Gewürzwerk Herrmann Laue Helaba Landesbank HellaHELLENIC PETROLEUM HELMHenkelHennessyHerlitz PBS Hermes SoftlabHewlett-Packard CDSHiFi CorpHilzinger HOCHTIEF AirPort Capital Verwaltungs

Home Credit & Finance BankHome Delivery NetworkHoneywellHoribaHorizon PowerHörmannHorwath Clark WhitehillHouse & HomeHovione PharmaScience HovisHoya Lens HulaminHungranaHutchison PortsHydro Aluminio AcroHydro Building SystemsHydro TasmaniaHypoVereinsbank Hytorc Power Systems

IB Supplies IBMIceland FoodsICIICONICON Clinical ResearchID LogisticsIDCIDROTERMi-FaberIframacIKEA IlmedImagelabIMCD Imperial Tobacco Impress Metal PackagingIMS INA Incredible ConnectionIndependent DistillersINDEVCOIndustrie Fincuoghi INEOSInfernoInfracor INGING-DiBaInitiative MediaInnovative Routines InternationaliNova PharmaceuticalsInsight InvestmentInsparkInstituto PassadoriIntechIntegraInter IKEA Centre Interactive DataInterislanderInternational Bank of QatarInternational Flavors & Fragrances International GreetingsInternational Power INTERPOLIntersnack InterxionIntomart

Intrade PartnersInvestec InvidaInvista Real EstateIpsenIQSYSIrfamacIrish DistillersIron MountainItaúItellaITTITVIxonos

Jabil Jaguar Land RoverJakob Müller James Finlay Jan BecherJanssenJD GroupJeppesenJetix EuropeJetset Travelworld John LewisJohnson & JohnsonJohnson & Johnson Vision CareJohnson ControlsJPMorgan ChaseJWT

Kalari Kamenitza Kantar WorldpanelKaoKapago International Karlovarská Korunní KarstadtKas BankKCIKeaneKeller Kellogg Brown & Root Kellogg’sKemiraKenzo ParfumsKepakKerry FoodsKetchum Pleon KFC KFKIKhalil Fattal & FilsKimberly-ClarkKings Food MarketsKirson KLMKøbenhavns bibliotekerKodakKompania PiwowarskaKOMSA Kop & KandeKopint-Datorg KPMGKraft FoodsKraton Performence PolymersKronenbourg 1664KronosKumba Iron Ore


KungsledenKuwait Finance House

La CaixaLa Perla di Torino La Tropicale Mauricienne Laboratoires PolivéLagardère SportsLAKE CommunicationsLandesbank BerlinLange InternacionalLangmead Farms LansayLanson Latapack-BallLe Bronze IndustrielLeapfrog EnterprisesLear LEGOLeo BurnettLeroy MerlinLes MillsLexmarkLFVLH Bundeswehr BekleidungsgesellschaftLibGO TravelLife HealthcareLifelineLifescanLindströmLindtLinklatersLitostampa Lloyds TSBLockheed MartinLondon BusesLondon UndergroundLöning Hospitex LookadokL’OrealLorenz BahlsenLornamead LOTTE WedelLoudfireLouis VuittonLoweLucartLuigi Lavazza LVMHLyreco

M. CaeiroMACOSSMacphailMacquarie Maersk Magneti Marelli Magyar TelekomMainfreightMakroMalteuropManchester Airport Manning Gottlieb ManpowerManx Electricity Marisa UABMarks & SpencerMarmedsaMars

MarshMartiniMartins Maspex WadowiceMassbuildMassmartMasterFoods MasterpakMast-Jägermeister MattelMatthew ClarkMauritius Commercial BankMauritius UnionMaximusMaxxiumMcCain FoodsMcCarthyMcColl’s TransportMcDonald’sMcGrathNicolMcGregorsMcGuigan Simeon WinesMcKessonMcKinneyMcNeilMedia24Média Consult SCSMedia MarktMediaVestMediazMediclinicMed-İlaçMedtronicMEIMelbourne WaterMelbroMentzendorffMercedes-Benz MercerMerchantsMerckMerck Sharp & DohmeMerkur-RazorMetcashMetro Metro GroupMetzelerMichelinMicrosoftMiddle East Duty Free AssociationMieleMighty River PowerMilex Millward BrownMindshareMiRO Mineralölraffinerie OberrheinMitchells & ButlersMLCMobiltelMoet HennessyMomentiveMona Naturprodukte Monash UniversityMondadoriMondiMonge MontblancMoog

MoorillaMoretrenchMorgan Stanley Morgan Technical CeramicsMotorola MobilityMovexVialMPGMTNMTV NetworksMüller DairyMurray & RobertsMusgrave

Naiade Resorts Namibia BreweriesNampakNapcoNational GridNational Starch NatixisNatures Way FoodsNavisNBK CapitalneckermannNedanNespressoNestléNETRADANewhillNewlyn DevelopmentsNewmont MiningNews Digital MediaNews LimitedNewsecNextEnergiesNichols NielsenNikeninemsnNokiaNokia Siemens NetworksNoon Products NorcoNordionNorkse Skog NorpharmaNortel NetworksNorthern FoodsNorthgateNovartisNOWEDANSW Department of CommerceNTT CommunicationsNTUC FairpriceNulaidNutriciaNXP SemiconductorsNZ Transport Agency

OaktonOBIOfficeMaxOgilvy & MatherOhlthaver & List Old MutualOlympusOMDOmnicomOmnitel

ON SemiconductorOpenTextOptimationOptoplastOptusOracleOrangeOrangina OricaOriental PressOrigin EnergyOrphee Beinoglou Ortho Clinical DiagnosticsOSIOTISOtto

P & GPaarl MediaPace Pankl Pannon TelecomPanricoParadigm Secure CommunicationsParamount Home EntertainmentPátria InvestimentosPaulaner BrauereiPaulig ExportPeak HealthPenny MarketPeopleway PepsiPernod RicardPescanovaPetrobrasPets at HomePetty Wood PfizerPHD MediaPhilip MorrisPhilipsPhillip CahillPhoenix MachineryPicatinny ArsenalPick n PayPIM IndustriesPIMCOPioneer FoodsPitney Bowes Pivovary Staropramen Pizza HutPlumbing WorldPochet du CourvalPohjolaPolice Federation of England and WalesPolyoak PackagingPort Kembla Coal TerminalPost Danmark Poštová bankaPotter Group PottingerPovltavské mlékárny Power ConstructionPower RentalPowerLinkPPC


PPG IndustriesPraktikerPreemPremier FoodsPretoria Portland CementPricewaterhouseCoopersPrintechPrisma MediaProcure4Prodigi SolutionsProgrammed Maintenance ServicesProgressive Enterprisespromena PromonteProximityPRS for MusicPrudential PSG KonsultPTT Exploration and ProductionPublicis PuigPUMAPunch TavernsPyrotecPZ Cussons

Qantas QenosQuadrant Pacific Quality Foods SouthlandQuality Spirits InternationalQueensland Rail

RabobankRackspaceRaiffeisenbank Vogelsberg Rainbow FarmsRand Merchant BankRandom HouseRandstadRapierRathbone Brothers RayonierRBSRCI BanqueRebel SportReckitt BenckiserRed BullRed HatRed Mill Snack FoodsReed ElsevierReemtsma CigarettefabrikenRenaissance Credit Renault TrucksREpowerResponse InternationalREWERexamREXELRey & LenfernaRhodiaRicohRieterRLMRMD KwikformRoaring 40sRoc OilRoche

RockTennRodinný pivovar BERNARD RogersRolls Wood Rolls-Royce Ronseal Rotes KreuzRoulartaRowse Honey Royal Australian Air ForceRoyal Automobile Club of Victoria

Royal Automobile Club of Western AustraliaRoyal MailRoyal MintRoyal NavyRS ComponentsRSARSM Robson RhodesRTÉRudusRul-let RWE TransgasRynkeby Foods

S&BS4CSA Port OperationsSABMillerSabicSacchetto SaclaSAES GettersSAFC Safcor PanalpinaSageSaint Gobain GlassSALMSama Brasil Comércio Samancor ChromeSamcole Sanacorp PharmahandelSanifruttaSanitasSanofiSantanderSanten Pharmaceutical SantosSAPSapientSappi Fine PaperSara Lee SarasSartorius SATO SaubermacherSaudi Electricity SBSSC JohnsonS.C. Tymbark Maspex SCAScandinavian AirlinesScandinavian TobaccoScandlinesScandolara ScaniaSchering PloughSchnucks

SchollSchott Schuh Schwarzkopf SchweppesSCOR Global Life Scotia Security Scottish & Newcastle Scottish Borders CouncilScottishPowerSealed AirSEAT Pagine GialleSEBSelleys SemanticoSENNA NahrungsmittelSentec SephoraSES Severn Trent WaterShellShireShopping.comShopriteSiemensSigmaKalonSignus Ecovalor SikaSingapore Tourism BoardSingTel OptusSisleySixt SKILLEDSky MediaSlovak TelekomSlovenská sporiteľňaSlovenský plynárenský priemysel SMCI GROUPE CAILLESmith & NephewSmurfit Kappa SnackworksSnell Packaging & SafetySodexo Sofra GrupSofrecomSoftwareSogea MartiniqueSogea ReunionSole-Mizo SolutiaSomfy Sonae NovobordSonic Healthcare SONYSouth Pacific WeldingSouth West WaterSouthern Cross AustereoSouthern Cross HealthcareSouthern WaterSPARSparkasse MittelholsteinSparkassenversicherungSpatial Information ConsultantsSPCASpecialist PublicationsSpecsavers OpticalSpenglerFoxSPI Pharma

Spirit PubSpurSt LaurenceSt. Nicolaus StandaStandard Chartered BankStandard LifeStandard ProfilStanwellStarbucksStarcomSteelcaseStella TravelST-EricssonSteritechSTIHLStopakStorck Stramit Building ProductsStraumannStreamwiseSubsea 7SulzerSuministros CalefonSun MicrosystemsSun One AgencySuncorpSutegaSV Informatik SwallowfieldSwarovskiSwire GroupSwiss Hotel SchoolSymantecSymbian SymphonyIRISyngenta

T.E.A.M. Marketing TAG HeuerTalisman EnergyTalkTalkTamglassTamoilTargetbaseTargobankTasman Orient LineTasty Foods CuisineTate & LyleTchiboTD BankTDGTecturaTelcordia TechnologiesTelefónicaTelegraph MediaTelekom MalaysiaTellumatTelstraTeltonika TenarisTengizchevroilTenix SolutionsTEPTES VSETÍNTescoTetleyTetra PakTevaTexel


ThalesThe Brand UnionThe Restaurant Groupthetrainline.comTHUSThyssenkrupp Xervon TidsamTiger BrandsTIMABTimberlands PacificTip TopT-MobileTNSTNT Top OfficeTotalToys R UsTradeteam Transend NetworksTransfield ServicesTransmarkTransnetTransoceanTransport for LondonTranspowerTransurbanTravelexTriumph MotorcyclesTroester Troika DialogTronoxTRUenergyTRW AutomotiveT-SystemsTuborgTulip Türk TelekomTürkiye Petrolleri Turner Broadcasting SystemTUV SUD NELTV GloboTV3TVNZTwinings

UCBUK Department of TransportUK Ministry of DefenceÜlkerUmicoreUnialcoUnicaUniCredit UnieuroUnifinUnileverUnion SwissUni-pak UniqUniqema

UnisysUnited Closures & Plastics United Group Unitrade Management ServicesUnitransUniversal College of LearningUniversal PicturesUniversity of SydneyUPECOUponor URO Vehiculos EspecialesUS Army Contracting CommandUSG PeopleUvesco

Václav ČÍŽEKVagnerplast Valeant PharmaceuticalsValpakVan Oers Corporate FinanceVania ExpansionVarian Medical SystemsVARTAVASTechVattenfall VCCPVEAVector LogisticsVectron VelaVenture Trends Veranda Resorts Veritas Verreries du Pochet CourvalVetcoGrayVeuve ClicquotViacom VicUrbanViessmann Villeroy & BochVilmestos Vinimark TradingVipa Vitol Vivergo Fuels VMwareVodacomVodafoneVoithVolksbank Ahlen-Sassenberg-Warendorf VolkswagenVolvo Vonwiller Österreichische QualitätsmühlenVR Bank Vroon

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Y&RYMS YOOCON Yum

Z Trans MZainZarges-Graf Recycling & Logistik Zebra TechnologiesZed MediaZenithOptimediaZentivaZurich Insurance

АВС ЭлектроникаАгротэк (Тарадин Н.А. ИП)АкрихинАльфа СтрахованиеАмплуа БрокерАтомстройэкспорт

Бунге СНГВидео ИнтернешнлГазпром-МедиаДирол-КэдбериКеллогг/Юнайтед БейкерсКока-КолаКОРАБЛИККПМГ АудитЛегкий шагМ.ВидеоМалакутМедиа ВестМултонНовотель Москва ЦентрНокиан шинаПаулиг КофеРеноваРольфРоспан ИнтернешнлРусский Стандарт Водка СеверстальСТС-МедиаТелемаксТехнопаркТНТ-Телесеть ТСБФерреро РуссияХоум Кредит энд Финанс БанкЦентрИнвест Капитал ПартнерсЭсСиЭй Хайджин Продактс Раша

17Scotwork Negotiating Skills Participants’ Questionnaire Data

Q1 Looking back on the course what was the most memorable aspect?

Open Question (Literal answer)

Q2 From which single activity did you feel that you learned the most?

Lectures 5.6

Negotiating cases 35.4

Having own case evaluated 25.0

In discussion with tutors 8.4

Preparing cases 7.0

Watching other cases 12.8

Working with others 5.1

Reading notes afterwards 0.8

Q3 Looking back at the course, how happy were you with the following factors?

Pace of course 40.8 40.7 14.5 3.6 0.3

Course content 59.7 33.4 6.3 0.5 0.1

Teaching methods 61.5 31.9 5.3 0.7 0.1

Level of enjoyment/fun 59.4 32.7 7.2 0.7 0.1

Suitability of course venue 42.0 36.3 16.8 4.1 0.8

Q4 Please comment on any factors which were less satisfactory

Open Question

Q5 Do you refer to the leather personal organiser and course handouts, which you received on the course?

Yes 82.1

No 17.9

Q6 Which three elements of the course do you remember most?

Having a “Wish List” 57.2

Avoiding giving “Elk Steaks” 50.0

Having a structure for preparation 38.3

Using proposals to move negotiation forward 30.7

Giving the other party what they want, on your terms 30.3

How to recognise signals 18.7

Analysing where you are in a negotiation by using the 8 steps 16.8

Using good questions to improve the quality of the Argue Step 14.0

Putting a price on demands 12.4

Valuing concessions in the other party’s terms 8.4

Recognising closing opportunities 8.3

How to propose a remedy when you have a complaint 6.5

The factors affecting Competitive/ Co-operative behaviour 1.6

Q7 Looking back at the course, how happy were you with the following factors?

Course tutors - Overall 64.1 30.6 4.9 0.4 0.1

Course tutors - Experience of real world 54.9 35.9 8.4 0.8 0.1

Course tutors - Understanding of your industry 25.1 44.6 26.2 3.7 0.4

Course tutors - How well they worked together 55.0 35.2 8.9 0.8 0.1

Course tutors - Sensitivity to your needs 38.9 44.3 14.8 1.8 0.3

Formal Lectures - Clarity of lecturer 54.9 37.4 7.4 0.4 0

Formal Lectures - Content 55.0 37.7 6.9 0.5 0

Formal Lectures - Humour 58.3 32.6 8.0 0.9 0.2

Formal Lectures - Pace of lectures 44.5 38.8 13.8 2.7 0.2

Formal Lectures - Presentation 50.2 39.6 9.3 0.8 0.1

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18 Scotwork Negotiating Skills Participants’ Questionnaire Data

Q8 Do you feel that your negotiating performance has improved as a result of the course?

No 3.5

Yes 96.5

Q9 If yES, in which areas has it improved?

With internal organisational conflicts 46.2

With external organisational conflicts 50.3

With domestic conflicts 23.9

More open discussion of causes of conflict 27.5

More in control of the negotiation process 68.5

Better use of time 29.2

Fewer concessions given 46.5

More concessions gained 28.5

Other 3.8

Q10 If you answered NO to Question 8: Why do you feel that your negotiating performance has NOT improved?

Open Question

Q11 Has your employer been able to gain benefit of at least £2,000 in time or money as a result of your attendance on the course?

No 13.3

Yes 45.5

Cannot measure saving 41.0

Q12 How soon did you exceed that amount?

On first negotiation 23.5

Within one month 38.0

Within three months 38.5

Q12a Can you estimate the total benefit over the last three months?

Under £5,000 30.5

£5,000 - £10,000 24.5

£10,000 - £20,000 16.0

£20,000 - £50,000 13.6

£50,000 - £100,000 5.9

£100,000 and over 9.6

Q13 Why have you not been able to effect a saving?

Have not had opportunity to use the skills 82.5

Have not tried to use the skills 4.0

Tried to use the skills but did not achieve any benefit 13.4

Q14 What benefits, if any, have you personally received as a result of your attendance on the course?

Enhanced career prospects 17.8

Improved level of confidence 66.7

More satisfying negotiations 71.2

Improved inter-personal relationships 34.5

Other 3.9

Q15 In what ways do you feel that the course could have been improved?

Open Question

Q16 Have you attended any other short management skills courses in the last 2 years?

No 47.8

Yes 52.2

Q16a If yES, what was the subject of other courses which you rated most highly?

Selling 8.5

Negotiating 9.6

Purchasing/Buying 3.0

Leadership 29.0

Coaching 9.7

Presentation 15.1

Interviewing/Appraisal 5.0

Persuading/Influencing 5.0

Other 15.1

19Scotwork Negotiating Skills Participants’ Questionnaire Data

Bett

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Q17 How did the Scotwork course compare with that course on:

Pace 46.8 43.8 9.4

Content 59.4 36.9 3.7

Enjoyment 58.5 36.7 4.8

Calibre of tutors 50.3 45.9 3.8

Teaching methods 59.4 36.8 3.8

Course materials 55.8 38.8 5.5

Changing your behaviour 52.6 43.2 4.2

Practical application 56.7 39.2 4.1

Q18 Would you recommend the Scotwork Negotiating Skills course to any one else?

Have already done so 50.0

Yes 48.6

No 1.4

Q19 Would you like further negotiating training from Scotwork to improve/update your skill level?

Yes 76.1

No 23.9

Q20 What is your job function?

Sales 38.4

Purchasing 14.5

Production 3.1

Distribution 3.8

Staff 3.9

Professional 9.4

Government 2.8

Other 23.6

Q21 Were you on an Open (public) Course or a One-Company Course?

Open Course 31.6

One-Company Course 68.4

20 Scotwork Negotiating Skills Managers’ Questionnaire Data

Q1 Why were they chosen to attend?

Need identified at appraisal 46.7

Were invited to attend 20.1

Asked to be sent on course 13.4

Course is automatic for group 24.5

Late replacement for someone 3.7

Other 6.0

Q2 What did you hope to achieve by their attendance?

Better negotiating performance 86.7


Improved use of their time 16.1

Improved inter-personal relations 22.9

Other 3.8

Q3 Did you achieve all of your target objectives?

No 11.5

Yes 88.5

Q4 If NO, which objectives did you not achieve?

Better negotiating performance 36.9


Improved use of their time 22.3

Improved inter-personal relations 24.8

Other 14.0

Q5 If NO, why do you think that those objectives were not achieved for this individual?

Wrong course for these objectives 9.0

Person has not had opportunity to use the skills 32.4

Course did not work for this person 3.4

Person’s behaviour has not appeared to change 33.1

Insufficient follow-up in the work place 22.8

Other 20.0

Q6 Did they remark on any particular aspect of the course, as you recall?

Yes 65.3

No 34.7

Q6a If yES, about what did they remark?

Open Question

Q7 Generally speaking, what was their overall view of the Scotwork course?

Excellent 51.7

Generally good 44.9

Average 2.9

Below average 0.2

Waste of time 0.2

Q8 Have other members of their peer group attended this course in the last 2 years?

Yes 70.6

No 29.4

Q9 Does their opinion of the course match that of the other participants?

Yes 94.9

No 5.1

Q10 If NO then how does it differ?

Open Question

Q11 Was this person formally briefed on their training objectives before attending this course?

Yes 67.8

No 32.2

Q12 Were they formally de-briefed after the course?

Yes 56.0

No 44.0

*These statistics are drawn from the individual managers’ responses. We have not included data from those replying for multiple participants.

21Scotwork Negotiating Skills Managers’ Questionnaire Data

Q13 Was an Action Plan drawn up to implement the lessons learned?

Yes 26.8

No 73.2

Q14 Has there been any formal review of the Action Plan since then?

Yes 16.8

No 83.2

Q15 What ongoing support/reinforcement is the organisation giving these participants?

Open Question

Q16 Are you aware of this person using any of the skills taught?

Yes 91.6

No 8.4

Q17 Can you identify specific instances when they did use these skills?

Yes 81.3

No 18.7

Q18 Has this resulted in benefit to the organisation of at least £2,000?

Yes 40.2

No 3.8

Cannot measure 56.0

Q19 What total value would you place on the direct benefits over the last 3 months?

Under £5,000 42.8

£5,000 - £10,000 22.1

£10,000 - £20,000 12.8

£20,000 - £50,000 10.1

£50,000 - £100,000 5.2

£100,000 and over 7.0

Q20 Over time, is any benefit this person gained from the training:

Constant 43.8

Increasing 53.4

Decreasing 2.9

Q21 Would they benefit from further negotiating skills training?

No 42.1

Yes, from Scotwork 42.2

Yes, from another source 15.8

Q22 Taken overall, was the training investment in the Scotwork course worthwhile?

Yes 98.0

No 2.0

Q22a If NO then why not?

Open Question

Q23 Do you plan to send more people on Scotwork Negotiating Skills courses?

Yes 79.7

No 20.3

Q24 Have you attended the Scotwork course?

Yes 61.3

No 38.7

Q25 If NO, do you plan to attend in the future?

Yes 45.5

No 54.5

Q26 How recently have you attended the course?

Within the last 12 months 42.5

Within the last 5 years 40.6

Over 5 years ago 16.9

History and Methodology22

This project was born out of anecdotes from previous course participants of their negotiating successes. In 1991 in order to attempt to quantify the value of the training we appointed an independent consultancy to conduct some discussion groups drawn from course attendees. From this we devised a pilot questionnaire which was completed by some 300 previous course participants during 1992. This preliminary survey allowed us to refine our techniques and focus on the areas of greatest interest.

The survey began in 1993 with the participants’ questionnaire and we added the managers’ questionnaire in 1994.

The survey was suspended between 2002 and 2004 while we developed new software to run our database. The survey was restarted in 2004 in English only and gradually we have added surveys in 17 of the 22 languages in which the Scotwork course is delivered.

I should like to say a personal thank you to the 35,000 people who have assisted in this research project at its various stages so far.

John McMillanSenior PartnerGlasgow, August 2012

SCOTWORK was formed in 1975 and provides Negotiating Skills development and Negotiating Consultancy for industry, commerce, the professions and government.

The SCOTWORK Advanced Negotiating Skills Course is run over three days for twelve participants with two tutors. The course is intensive and highly participative involving over 7½ hours of live negotiating exercises which are video recorded for subsequent review and evaluation.

All the SCOTWORK course materials, theory and methodology have been developed in-house by the SCOTWORK team and are unique to them. The skills taught reflect practical business experience, provide straightforward advice and can be immediately applied in a work situation.

SCOTWORK is involved in teaching negotiating skills in over 50 countries and has permanent offices in 35 countries. The course is run both as an Open (public) Course and as a One-Company Course.

The course is run in 22 languages. This survey was conducted amongst 15,000 SCOTWORK course participants in 2007 and 2011.


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Powerful Return in Investment

®Defining negotiation


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