Jeff Conkey Negotiation & Conflict Resolution Holly Schroth The premise of my negotiation was that I had purchased a ticket to a concert from Ticketmaster. The concert ended up being cancelled, but in the meantime I had cancelled the credit card I’d used to purchase the ticket, so never got a refund. I wasn’t about to give my $105 away, so I approached TM in an attempt to recover my funds. This situation is reminiscent of the Myti-Pet demonstration in that it is intrinsically tainted with an imbalance of power. After TM rejected my initial request for a refund, I instantly realized where we each stood (the subsequent negotiation took place over 14 individual interactions). I was nearly powerless - I wanted them to make a concession (break policy and refund my 2nd credit card), but being such a small-time customer they had very little investment in keeping my business. I also recognized that I had no BATNA whatsoever, other than giving up and losing my money. At this point, I planned out my approach to include both an emotional appeal and a fact-based logical backing. I knew the rep working with me couldn’t change policy; however they would have the power to push my case through. This was enough to let me know that this was the correct person to be appealing to. Given my experience as a customer services representative, I believed I could play to the emotions of my TM counterpart. However, TM further established its power over me by maintaining a cold front with its communications. Each interaction with them involved a new person, so it was impossible to build rapport/sympathy with my negotiating partner, regardless of how charming, funny or entertaining I tried to be. Upon this miserable failure, I turned to logic. I understand TM’s policies. However, TM has my money. My bank does not. There is no place it could be other than with TM. Still, I was too small of a player so they held strong and continued to tell me it was not their responsibility.