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  • 05 Apr 2004
  • Research & Ideas

Six Ways to Build Trust in Negotiations

Parties are often motivated to discount and devalue each other's concessions and contributions, because doing so relieves them of the obligation to reciprocate. As a result, many concessions go unnoticed or unacknowledged. This may lead to confusion, resentment, or an... View Details
Keywords: by Deepak Malhotra
  • 16 Feb 2010
  • Research & Ideas

The Outside-In Approach to Customer Service

with external partners to identify and solve customer problems. The first four levers are the tactics for integration that rebuild an organization around a customer axis. Connection is what finally busts down the silo of the company... View Details
Keywords: by Sarah Jane Gilbert; Consumer Products
  • 06 Mar 2006
  • Research & Ideas

Four Strategies for Making Concessions

strategy of demanding and defining reciprocity plays out in a variety of contexts; those who understand how to use it can profit from it immensely. A great example is a tactic consultants and contractors use. When a client praises her... View Details
Keywords: by Deepak Malhotra
  • June 2011 (Revised December 2013)
  • Case

FIJI Water: Carbon Negative?

By: Francesca Gino, Michael W. Toffel and Stephanie van Sice
Seeking to go beyond global best practices in reducing environmental impacts, FIJI Water, a premium artesian bottled water company in the United States, launched a Carbon Negative campaign that would offset more greenhouse gas emissions than were released by the... View Details
Keywords: Carbon Footprint; Carbon Offsetting; Corporate Social Responsibility and Impact; Environmental Sustainability; Brands and Branding; Negotiation Tactics; Business and Government Relations; Corporate Strategy; Food and Beverage Industry; United States; Fiji
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Gino, Francesca, Michael W. Toffel, and Stephanie van Sice. "FIJI Water: Carbon Negative?" Harvard Business School Case 611-049, June 2011. (Revised December 2013.)
  • 02 Dec 2002
  • Research & Ideas

The Secret of How Microsoft Stays on Top

Microsoft has been criticized as a company that relies more on predatory tactics than great products and innovation to succeed. What can you say about Microsoft's product development performance over the years? A: We analyzed the... View Details
Keywords: by Sean Silverthorne
  • 2007
  • Book

Negotiation Genius

By: Deepak Malhotra and M. H. Bazerman
Whether you've “seen it all” or are just starting out, Negotiation Genius will dramatically improve your negotiating skills and confidence. Drawing on decades of behavioral research plus the experience of thousands of business clients, the authors take the mystery out... View Details
Keywords: Experience and Expertise; Negotiation Preparation; Negotiation Process; Negotiation Tactics; Behavior
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Malhotra, Deepak, and M. H. Bazerman. Negotiation Genius. Bantam Books, 2007. (Winner of International Institute for Conflict Prevention and Resolution. CPR Award for Outstanding Book presented by International Institute for Conflict Prevention and Resolution. Published in Chinese, Japanese, Korean, Portuguese, Russian, and Italian.)
  • March–April 2024
  • Article

Case Study: Navigating Labor Unrest

By: Jorge Tamayo
Paulo Ferreira, the president of Luna Brazil, has an ambitious plan to turn around the dismal performance of the plant he oversees in Campinas. The wrinkle is, he needs the buy-in of the powerful local union, which is still smarting from a 10-year-old labor conflict... View Details
Keywords: Strategy And Execution; Layoffs; Manufacturing; Labor and Management Relations; Labor Unions; Negotiation Tactics; Conflict and Resolution; Performance Improvement; Corporate Strategy; Manufacturing Industry; Brazil
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Tamayo, Jorge. "Case Study: Navigating Labor Unrest." Harvard Business Review 102, no. 2 (March–April 2024): 144–149.
  • 20 Oct 2008
  • Research & Ideas

The Seven Things That Surprise New CEOs

when adjustments are necessary. Surprise One: You Can't Run the Company Warning signs: You are in too many meetings and involved in too many tactical discussions. There are too many days when you feel as though you have lost control over... View Details
Keywords: by Michael E. Porter, Jay W. Lorsch & Nitin Nohria
  • 18 Sep 2017
  • Research & Ideas

'Likes' Lead to Nothing—and Other Hard-Learned Lessons of Social Media Marketing

message with a single Cheerio. “This was a death that was felt very deeply by the fan culture of Prince, and that’s not a time for a heavy marketing sell,” Avery says. “A common tactic right now is for brands to look at what’s hot, what’s... View Details
Keywords: by Dina Gerdeman; Advertising; Technology
  • 19 Mar 2014
  • Research & Ideas

A Brand Manager’s Guide to Losing Control

tactical and understand living and responding in the now." The Wii Fit parody is an example of a parody video that can hurt a brand. Click to watch. This Snuggie parody video actually helps the brand, Avery says.Click to watch. View Details
Keywords: by Carmen Nobel; Advertising
  • 06 Oct 2020
  • Sharpening Your Skills

18 Tips Managers Can Use to Lead Through COVID's Rising Waters

(virtually) talked with more than 50 “resilient” businesses across a variety of countries and sectors. The results of this exploration show that managers are trying to ensure safety and maintain profitability with tremendous energy and creativity. While specific View Details
Keywords: by Sean Silverthorne
  • 11 May 2016
  • Research & Ideas

Fix This! Why is it so Painful to Buy a New Car?

dealership can be effective tools, although sales staffs also know the walk-away tactic and sometimes even encourage it to put a deal in play. Experts also suggest buyers hunt down dealerships that are moving away from sales commissions... View Details
Keywords: by Sean Silverthorne; Auto
  • March 2023
  • Case

Ransomware Attack at Colonial Pipeline Company

By: Suraj Srinivasan and Li-Kuan Ni
On the morning of May 7, 2021, Colonial Pipeline Company became aware that the company had been the victim of a malicious ransomware attack that had stolen and locked up company data. The extortionists demanded 75 bitcoins (worth about $4.4 million at the time) in... View Details
Keywords: Disruption; Communication; Communication Strategy; Decision Making; Decision Choices and Conditions; Judgments; Corporate Accountability; Corporate Disclosure; Corporate Governance; Governance Controls; Policy; Employees; News; Cybersecurity; Digital Strategy; Information Infrastructure; Information Management; Internet and the Web; Crisis Management; Business or Company Management; Resource Allocation; Risk Management; Negotiation Tactics; Failure; Business and Stakeholder Relations; Attitudes; Behavior; Perception; Reputation; Trust; Public Opinion; Social Issues; Infrastructure; Distribution Industry; United States; Alabama
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Srinivasan, Suraj, and Li-Kuan Ni. "Ransomware Attack at Colonial Pipeline Company." Harvard Business School Case 123-069, March 2023.
  • February 2023
  • Case

Ransomware Attack at Springhill Medical Center

By: Suraj Srinivasan and Li-Kuan (Jason) Ni
In July, 2019, Springhill Medical Center (“SMC”) in Mobile, Alabama, fell prey to a malicious ransomware attack that crippled the hospital’s internal network systems and public-facing web page. While the hospital rushed to securely restore the network, medical... View Details
Keywords: Disruption; Communication; Communication Strategy; Decision Making; Decision Choices and Conditions; Judgments; Corporate Accountability; Corporate Disclosure; Corporate Governance; Governance Controls; Policy; Employees; News; Cybersecurity; Digital Strategy; Information Infrastructure; Information Management; Internet and the Web; Crisis Management; Resource Allocation; Risk Management; Negotiation Tactics; Failure; Business and Stakeholder Relations; Attitudes; Behavior; Perception; Reputation; Trust; Public Opinion; Social Issues; Health Industry; United States; Alabama
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Srinivasan, Suraj, and Li-Kuan (Jason) Ni. "Ransomware Attack at Springhill Medical Center." Harvard Business School Case 123-065, February 2023.
  • 31 May 2004
  • Research & Ideas

How Team Leaders Show Support–or Not

project across the organization, he gathered useful technical and tactical information that he then brought back to the team. He frequently recognized good work on the project, almost always in a public setting (such as a team meeting).... View Details
Keywords: by Martha Lagace
  • 11 Jan 2010
  • Research & Ideas

Mixing Open Source and Proprietary Software Strategies

different scenarios between two competitive, for-profit firms. Can you talk about those findings? A: The method we use is a two-period game where in the first period (the strategy period) business models are chosen, and in the second period (the View Details
Keywords: by Julia Hanna; Web Services
  • 06 Oct 2010
  • Research & Ideas

John Kotter: Four Ways to Kill a Good Idea

tipped not only toward opposing a proposal, but also toward using attack tactics that tip still more people. Anxiety then builds like an infection. People use fear-mongering strategies with voices that are beastly or, more often, ones... View Details
Keywords: by John Kotter & Lorne A. Whitehead
  • 16 May 2000
  • Research & Ideas

Getting the Message: How the Internet is Changing Advertising

environment for doing marketing." Deighton, who is the coeditor of the Journal of Interactive Marketing, heads the required MBA course in marketing and teaches an interactive marketing elective. He explains that traditional marketing View Details
Keywords: by Susan Young
  • 25 Jan 2017
  • HBS Case

How Should Advertisers Respond to Consumer Demand for Whiter Skin?

depressed, or concerned.” But these standards are merely guidelines, not laws. “These are not really regulations,” Deshpandé says. “They’re suggestions.” That leaves WOW organizers concerned that cream manufacturers can use questionable marketing View Details
Keywords: by Dina Gerdeman; Beauty & Cosmetics
  • 04 Jun 2012
  • Research & Ideas

The Business of Life

Blockbuster's historical margins. History reveals Blockbuster's tactical error, of course: the company is bankrupt, while Netflix now has more than 25 million customers. Marginal thinking can be dangerous on a personal level, too.... View Details
Keywords: by Carmen Nobel
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