Jenna should have started the opening phase with a calm, cooperative tone and shown that she was there to find a solution, not win the argument.

What she should have done

  • Acknowledge Raymond’s concerns without getting defensive.
  • Use a positive, problem-solving opening that emphasized shared goals.
  • Keep open body language and a respectful tone instead of coming across as closed off.
  • Show willingness to work toward a mutually beneficial solution.

Simple version

In the opening process, Jenna should have set a collaborative tone, validated Raymond’s perspective, and made it clear they were both working toward the same outcome.

Why that matters

The opening stage sets the mood for the rest of the conversation, so a defensive start can make everything harder. A calm, constructive opening helps reduce tension and makes negotiation more productive.

TL;DR

Jenna should have stayed calm, listened, acknowledged Raymond’s concerns, and opened with a collaborative attitude focused on solving the issue together.