The Motive Map
Find what they want and you’ll know what they’ll do.
What it is
You identify the underlying interests behind someone’s stated position. Fisher and Ury separate interests from positions: demands are what people say, interests are why. The why is where the deal lives.
Spot it
A salesperson who asks what you really want, what worries you and what would make you happiest, then builds the pitch out of your own answers. Good service does this too. The tell is when your words come back as pressure: “You said safety matters most, so surely you can’t skip the premium plan?”
Counter it
Share your interests on purpose. Give the ones that help you (“I need it by Friday”). Keep the ones that make you easy to push (“I’m desperate”). When your own words come back as a lever, split them off: “Yes, safety matters. That’s why I’m comparing three quotes.”