Harnessing the Power of Silence in Negotiation
Based on an episode with Diana Kleps 🇩🇴
Welcome to Latinx in Power, a podcast aiming to help to demystify tech, the way we do that is by interviewing Latinx and Caribbean leaders all over the world to hear their perspective and insights.
We talked with Diana Kleps (she/her), an experienced professional with a solid history in market expansion, diversity and inclusion (DEI), sales, and portfolio-partnership management. As a key driver of 33Floors global business development strategy, she oversees marketing, operations, the sales team, and client experience.
In this episode, Diana shares her journey becoming an expert in Business Development, highlighting the role of DEI in driving success, reflecting on significant negotiation experiences, and offering valuable advice for aspiring professionals in business development.
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What does it mean to be a Latina for you?
To be a Latina is to have the unique ability to be multifaceted at so many different levels. It means to be a student, but also an expert simultaneously because we are always learning, but we are always teaching at the same time. It’s not an external definition for me, but rather the most beautiful quality of my identity, to be honest with you. Being Latina, we possess charisma. We are daring, we are eager, luchadora. With such a unique connection to our family, we are passionate about things that matter to us and our community. It’s just who I am, inside and out.
Can you share with us about your journey and your experience and what led you to become an expert that you are today?
I migrated from the Dominican Republic to the United States as a teen. So, being an immigrant, adjusting to cultural changes as a teenager, which is one of the most pivotal ages in any human being’s life, because that’s where we start forming our values, friendships, and culture. All while learning a second language, working full-time, and going to school full-time as it was required for me personally because my family and I didn’t have any financial capabilities. So, I was required to do both in order to achieve what I needed to do — helping my parents financially here in the US, but also back home was crucial. So, that’s definitely part of my upbringing, my values, and who I am today.
Aiming to grow within the financial industry was a journey on its own. I had limited resources and no mentorship. I don’t come from a background where I have mentors, neither in my family nor professionally. So, I had to definitely put my best foot forward against adversity to accomplish what I needed. I believe the foundations of the real-life experiences that I had to endure, all while applying my communications and psychology background within my education, helped my career and everyday interactions personally with my clients and within the industry. This also assisted me in creating great success and fostering long-term partnerships.
I think that my natural curiosity led me to invest in my personal growth. I never gave up on my education. I’m the first one to graduate college from my entire mother’s side of the family. There are over 35 cousins, but I also opened the doors for my sisters to be the second ones to graduate college. So, to me, it has never been about being the first at anything, but can I do it and help somebody else follow along? So, that being said, it’s about becoming a better person.
My journey has always been about what else I can do to better myself, to be a better citizen, to better my community, a better daughter, a better friend, a better wife, a better mother. It’s about progress, never perfection, to be honest with you. What else can I do to improve? I tell my kids all the time, “It’s not about trying, but about doing. What can you do today to better yourself for tomorrow?”
What was the most challenging thing?
Definitely overwhelming. I didn’t move to just any city; I moved to New York City, one of the most diverse, chaotic, and culturally vibrant cities in the world. You have to make it here; you have to push forward. You are exposed to so much. I come from a small island, a small village, and I was placed in this location where you have to adapt quickly. The experience was definitely about mindset over eyesight. What can I do to better my family? I have to work, I have to study. I’ve seen what not having anything looks like, so it can only get better from here if I put in the effort and have a clear vision. I’m not letting anyone or anything derail that. Yes, it’s going to be challenging. Learning another language is going to be challenging and sometimes frustrating. Even today, I’m still learning, and sometimes I forget how to say certain things, like, “How do you say that?” So, I’m sure so many people can identify with that. But it’s about keeping moving forward, learning, and continuing to grow.
What role do you believe diversity and inclusion (D&I) plays in driving success and growth within an organization?
I believe that there was a point when this topic was mentioned across social media, in news outlets, and within the internal culture of different organizations but has died down. I don’t believe that should be the case. Diversity and inclusion assist the overall culture and bottom line of any organization. There’s just so much value from the financial component of it, but also employees’ engagement. The benefits include profits, better human capital, engagement, and camaraderie. Building allyship with those people you are working with on a daily basis, boosting team spirits, and cultural values regardless of the size of any organization. So, any business or educational institution, for example, can benefit from fostering the growth of different ideas and inclusivity.
That being said, from an early age, I was part of diversity groups. I started in high school, and professionally, I have helped develop and assisted with different ERGs, Employee Resource Groups, to get established and funded because sometimes those organizations internally can help employees get mentorship and additional certificates, so they can expand their skill set.
Having those programs within a company is very, very important. It’s also important to know that this is not just a topic that applies to our professional lives but also our personal lives. Cultivating your own network and friendships to purposely be diverse is also pivotal because it’s not just about having inclusivity and diversity in the professional sphere, but how about in your personal life? It’s not just professional; it has to be personal as well.
I think definitely keeping others’ values or interests in mind is key. This is why we’re talking about diversity and inclusion, inclusivity. Just because that’s top of mind for you, it might not be for them. Just because your pronouns are applicable to you, it doesn’t mean they apply to others. So, listening to all perspectives and ideas and even pronouncing names correctly is important. All of these different things are part of being diverse. It’s part of growth. It’s part of inclusivity.
What are some challenges you face in managing effective teams and how do you approach mentorship and leadership to bring out the best in your team members?
Well, managing, in general, is complex, and it can also be a rewarding role. I have walked into teams that didn’t have any direction or accountability and had to readjust and recalibrate those inherited mindsets because different managers have different styles. So, recalibrating those mindsets can be a challenge in itself. But defining the long-term vision, goals, and strategizing, all while taking into account the individuals, are essential aspects related to mentorship and leadership. These are definitely pivotal initiatives that need to be top of mind for any manager. You start by thoroughly understanding each individual.
The way I will manage you is different from the way I will manage your colleagues because everybody has different needs, different things that drive them, different standards, and different motivations. I don’t believe one size fits all when it comes to mentorship or leadership. It’s about adaptability and deliberately aiming to collaborate with and appreciate each individual, making those attributes work for the entire team and the organization.
I foresee the need for us to lift others to come to this space, especially in the prop tech and technology aspects of everything we do today, because the career can certainly be rewarding.
Can you share some of your most significant negotiation experience and the key lessons you have learned from them?
Negotiating can be challenging in every aspect of our lives. But that being said, every negotiation has its own significance, whether you’re buying a home or a car, working out payment plans with universities, or having daily interactions in your own relationships; you are negotiating.
So, you have to keep that in mind because it matters. Even in places you go for vacation, for example, sometimes you have to negotiate with your spouse or significant other, like, “How are we going to get there? What if you don’t want to do X, Y, Z this year? Can we do it next year?” So, a few takeaways that I can offer personally when negotiating include one that not many people use, which is silence.
When you are negotiating, silence can give you the ability to think, reflect, and potentially reconsider the other person’s position. It can also give you the upper hand sometimes. So, I would love for people to consider silence as part of their negotiation skills.
Definitely something that has helped me professionally and personally, and I would love for more people to take advantage of it. It’s within your power: ask for what you need, communicate the expectations, and then pause. Just give it a minute and see how that evolves into hopefully what you need. And if not, be prepared to move on. Some additional key takeaways when negotiating include establishing trust. If you walk into any negotiation not trusting or assuming they won’t trust you, things might not work out well. Also, consider what your alternatives are. If you don’t get everything you want, what would make you happy? What are some takeaways that could potentially help you long-term?
I don’t think any deal should be all or nothing. You have to give up some things to gain something else. Maybe not getting something at the present time is not so detrimental. Perhaps you can come back to the negotiation table, even if you are negotiating your salary. Okay, you might not get all the money you want, but can you get another extra week of vacation? Can they match your 401(k) at a different level? So, just keeping those different options in mind could be beneficial. Trust, professionalism, empathy, flexibility — these are all crucial, in my opinion.
For folks who never use silence in their negotiation, which advice would you give? How do you start using silence?
I believe that once you start the dialogue and present what you need, let’s say in your career you are negotiating a partnership with ABC Company for whatever reason, whether it’s for marketing and potential growth, you should say, “I believe that this is what I bring to the table, and I believe that this is what I deserve. Can you tell me if you can match it?” Then, do nothing else. Just be quiet. Let them respond. Either they’re going to say yes or they’re going to say no. If they say no, that’s when you can add, “Well, if you cannot match it, can we revisit this dialogue three months from now when you see better numbers?” You have to be able to continue that dialogue, but you have to give the other person the opportunity to respond. I know it’s difficult, [laughs] but you have to use silence to your advantage.
What advice would you give to aspiring professionals looking to build a successful career in business development?
In business development, this role is very much predicated on results. You have to deliver on your goals and meet targets. It’s a collaborative effort, so ensuring that you measure and evaluate your progress is key. Not every week or every month will yield all the results you want, but you have to be able to study that. What happened last month that I didn’t get what I needed? Is there something I need to do differently? Is there something I can improve on? Can I gather feedback from deals, for example, that I didn’t win? Understanding why I lost the deal is important, but also learning from the ones that you did win. What did you do well that you can apply to secure more similar results?
That being said, it’s equally important to understand your industry. In any industry, research and adaptability can only benefit you. You should spend some time, even if it’s just 10 to 15 minutes every other day or every day, researching your industry and market, staying informed about what’s new and the trends. This knowledge is crucial because as you have dialogues and conversations with your team members, managers, and clients, knowing what’s happening in the industry and how those changes impact them is crucial. They will see you as an ally and someone they can trust and seek advice from. Building relationships within the business development field, and in any field, is essential. You must develop excellent communication skills and be able to articulate the value you bring to clients convincingly.
Stay true to yourself and find a way to set and continuously raise your own standards. The way you performed last year doesn’t have to be the same this year. Can you do better? It’s about progress, not perfection. Your definition of perfection might be different from your manager’s definition. Perfection is subjective, like beauty. What perfection means to someone else doesn’t necessarily apply to you. But progress does. Always moving forward and aiming to do better, not just trying but actively doing better, is key.
Which resource helped you in your journey?
I do believe there is an overload of resources out there. You have hundreds of options, from podcasts to Google searches to books and certificates that you could enroll in and aim to achieve. There’s a lot. But I think it’s important to understand, before identifying the resources, what is it that you want? What is it that you need for yourself? Start by defining your goals and then seek out resources that align with those goals.
Personally, something that I love is PepTalk. It’s an app I listen to every day. It covers different topics. For example, if you want motivation to work out, they provide it. There are days when I don’t feel like exercising, and PepTalk encourages me to get up today, rest tomorrow, just do it today. This can apply professionally too. Sometimes, you might not secure the deal you wanted, and that’s where the mindset boost from PepTalk can help. Even if you don’t have a coach or someone to turn to, this app can lift your morale. It reminds you that you can do it and that a “no” doesn’t mean the end; it means a new opportunity.
There’s a quote that I love, and it goes like this: “Don’t let anyone ever make you feel like you don’t deserve what you want. Just go for it.” Believe it or not, this quote is from a movie, and it’s so true. Go for it. What’s the worst that can happen? You already know what “no” looks like, which means you don’t have whatever it is you want. What could be the benefit of going for what you want? You might actually get it, so just go for it.
Sometimes, you’ll receive a lot of opinions, and that’s okay; they are just opinions. Take what is applicable to you in your personal or professional life and let the rest go. It’s perfectly fine. This is what inclusivity and diversity teach us: everyone will have a different opinion about the same topic. Use what works for you and block out the rest of the noise.
I hope you enjoyed the podcast. We will have more interviews with amazing Latinx leaders the first Tuesday of every month. Check out our website Latinx In Power to hear more. Don’t forget to share comments and feedback, always with kindness. See you soon.
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Additional Reading Mentioned in the Interview
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