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CHAPTER SIXCommunication
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INB 350 LectureBy: Ms. Adina Malik (ALK)
LEARNING OBJECTIVES Basic mechanisms for Negotiation Distortions in Communication What is Communicated in Negotiation How People Communicate in Negotiation Communication Channels How to Improve Communication in Negotiation
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COMMUNICATION IN NEGOTIATION
Communication processes, both verbal and nonverbal, are critical to achieving negotiation goals and to resolving conflicts.
Negotiation is a process of interactionNegotiation is a context for communication subtleties that influence processes and outcomes
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COMMUNICATION MECHANISMSCommunication is a process of transferring information from one entity to another and when you break down the art of negotiation, it's really about communication. It's about connecting and ultimately the art of compromise.
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BASIC MODELS OF COMMUNICATION
Communication is an activity that occurs between two people: a sender and a receiverA sender has a meaning in mind and encodes this meaning into a message that is transmitted to a receiverA receiver provides information about how the message was received and by becoming a sender and responding to, building on, or rebutting the original message (processes referred to as “feedback”)
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DISTORTION IN COMMUNICATION
1. Senders and receivers The more diverse their goals or the more antagonistic
they are in their relationship, the greater the likelihood that distortions and errors in communication will occur
2. Transmitters and receptors The choice of transmitter can affect outcomes
Some messages may be better spoken, others written Poor eyesight, faulty hearing, etc. diminish the ability
of a receiver to receive a message accurately
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DISTORTION IN COMMUNICATION3. Messages
The symbolic forms by which information is communicated The more we use symbolic communication, the more likely
the symbols may not accurately communicate the meaning we intend
4. Encoding The process by which messages are put into symbolic form Senders are likely to encode messages in a form which
receivers may not prefer
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DISTORTION IN COMMUNICATION
5. Channels The conduits by which messages are carried from one party
to another Messages are subject to distortion from channel noise or
various forms of interference
6. Decoding The process of translating messages from their symbolic
form into a form that makes sense When people speak different languages, decoding involves
higher degrees of error
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DISTORTION IN COMMUNICATION7. Meanings
The facts, ideas, feelings, reactions, or thoughts that exist within individuals and act as filters for interpreting the decoded messages
Those filters can introduce distortions
8. Feedback The process by which the receiver reacts to the sender’s
message Absence of feedback can contribute to significant
distortions Feedback can distort communication by influencing the
offers negotiators make6-9
WHAT IS COMMUNICATED DURING NEGOTIATION?
Five different categories of communication that take place during negotiation:Offers, counteroffers, and motivesInformation about alternativesInformation about outcomesSocial accountsCommunication about process
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OFFERS, COUNTEROFFERS & MOTIVES Negotiators motivation explains their preferences and has powerful
influence on the negotiation’s outcomeAssumptions: Communication of offers is a dynamic process The offer process is interactive Various internal and external factors drive the interaction
Thus offer-counter-offer process is dynamic and interactive, and subject to situational and environmental constraints
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INFORMATION ABOUT ALTERNATIVESKnowing your BATNA allows you to determine whether the outcome of your negotiation is a success.Research substantiated that- parties possessing attractive BATNA set higher reservation price parties possessing weaker BATNA set lower reservation pointIf both the parties are aware about each others BATNA the potential for reaching more positive negotiation outcome increases.
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INFORMATION ABOUT OUTCOMES Negotiators feels less positive about their outcome if they found
out that the other negotiator had done better
Thus negotiators should be cautious about sharing their outcomes or even their positive reactions to outcomes with other party ,
especially if they want to pursue long- term relationship
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SOCIAL ACCOUNTSSocial accounts have been identified as communications that can mitigate the negative impact of unfavorable outcomes
Negotiators need to explain things to other party especially when the need to justify bad news.
Explanations of mitigating circumstancesExplanations of exonerating circumstancesReframing explanations 6-14
COMMUNICATION ABOUT PROCESSDuring negotiation communication could also be directed towards the process, for exampleIf opponents are pursuing hardball tactics then parties could directly call attention towards their contentious actions and explicitly label it as counterproductive
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HOW PEOPLE COMMUNICATE IN NEGOTIATION Use of language: language operates at two levels
Logical level (proposals, offers) Pragmatic level (semantics, syntax, style)
Researchers identified five linguistic dimensions of making threats-
Use of polarized language Conveyance of verbal immediacy Degree of language intensity Degree of lexical diversity Extent of high/low power language style
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HOW PEOPLE COMMUNICATE IN NEGOTIATION As suggested by the researchers threats could be made more
credible and more compelling by negatively polarized description of the other party and their position, high immediacy, high intensity, high lexical diversity and a distinctive high power style
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HOW PEOPLE COMMUNICATE IN NEGOTIATION Use of nonverbal communication: it is also known as
attending behaviors Making eye contact: it’s a way to show that you are paying
attention, however, this perception differs across culture Adjusting body position Nonverbally encouraging or discouraging what the other
says: face to face interaction stimulate rapport which in turn enhances coordination and led to higher joint gains.
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COMMUNICATION CHANNEL SELECTION
People can communicate through variety of communication media. Face- to-Face InteractionTelephoneWritingElectronic ChannelsCommunication is experienced differently when it occurs through different channels
Key variation that distinguishes one communication channel from another is social presence.
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COMMUNICATION CHANNEL SELECTION Face- to-Face Interaction: In F2F negotiation interacting parties could more easily
develop personal rapport Social clues are communicated more easily compared to
other channels Research showed that in F2F communication negotiators are
more inclined to disclose information more truthfully, increasing their ability to attain mutual gain
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COMMUNICATION CHANNEL SELECTION
Telephone:Negotiating on the telephone is generally far less satisfying
than F2F communication. We are deprived of the opportunity to observe the social cues of the people with whom we are negotiating.
Telephone negotiation is often most effective when it is a follow-up to in person conversations.
Nonetheless, negotiating on the telephone is more satisfying than doing so using letters, faxes, or email. At least on the telephone we can hear if someone is hesitating, we can listen for the tone of their voice.
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COMMUNICATION CHANNEL SELECTIONIn order to negotiate effectively on the telephone we need to consider a few rules that also apply to face-to-face negotiation1.We should be well-prepared. It is a good idea to have a clear sense, or at least informed assumptions, about what interests are most important to ourselves and the person with whom we are negotiating. Doing a good job of homework can be crucial.2.One of the worst things about telephone negotiation, and negotiation in general, is when we forget to pay attention to particular points.
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COMMUNICATION CHANNEL SELECTION3. One crucial rule of negotiation, to Listen Actively, is
particularly important in telephone negotiations since sound is the only medium of communication involved.
4. Don't let the immediacy of a telephone call force you into fast, unwise decisions.
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COMMUNICATION CHANNEL SELECTION
Written Communication Written communication convey less social clues than the
other two channels However, one’s choice of words and the way they are
arranged can certainly convey tone, in formality and emotion Additionally, Written communications may have gone
through several drafts, which helps to “level the playing field”; telephone conversations are less likely to follow a carefully-crafted script.
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COMMUNICATION CHANNEL SELECTION Electronic Channels: The use of network mediated information technologies in
negotiation is referred as Virtual Negotiation E-mail is another form of written communication that happens to
involve electronic transmission In E-mail people could also use text based emoticons to convey
emotional social cues in the message
There is evidence that negotiation through written channels is more likely to end in impasse
There is also evidence that e-mail negotiators reach agreements that are more equal than F2F negotiators
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FOUR BIASES THAT THREATEN E-MAIL NEGOTIATIONS
1. Temporal synchrony bias Tendency for negotiators to behave as if they are in a
synchronous situation when they are not2. Burned bridge bias
Tendency to do risky things during e-mail that would not be used in a face-to-face encounter
3. Squeaky wheel bias Tendency to use a negative emotional style
4. Sinister attribution bias Overlooking the role of situational factors
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HOW TO IMPROVECOMMUNICATION IN NEGOTIATION Use of questions: two basic categories
Manageable Cause attention or prepare the other person’s thinking
for further questions: “May I ask you a question?”
getting information “How much will this cost?”
generating thoughts “Do you have any suggestions for improving this?”
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HOW TO IMPROVECOMMUNICATION IN NEGOTIATION
Use of questions: two basic categories Unmanageable questions
Cause difficulty “Where did you get that dumb idea?”
Give information “Didn’t you know we couldn’t afford this?”
Bring the discussion to a false conclusion “Don’t you think we have talked about this enough?”
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HOW TO IMPROVE COMMUNICATION IN NEGOTIATION Listening: three major forms
1. Passive listening: Receiving the message while providing no feedback to the sender
2. Acknowledgment: Receivers nod their heads, maintain eye contact, or interject responses
3. Active listening: Receivers restate or paraphrase the sender’s message in their own language
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HOW TO IMPROVE COMMUNICATION IN NEGOTIATION Role reversal
Negotiators understand the other party’s positions by actively arguing these positions until the other party is convinced that he or she is understood
Impact and success of the role-reversal technique1. Effective in producing cognitive changes and
attitude changes2. When the positions are compatible, likely to
produce acceptable results; when the positions are incompatible, may inhibit positive change
3. Not necessarily effective overall as a means of inducing agreement between parties
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SPECIAL COMMUNICATION CONSIDERATIONS AT THE CLOSE OF NEGOTIATIONS Avoiding fatal mistakes
Keeping track of what you expect to happen Systematically guarding yourself against self-serving
expectations Reviewing the lessons from feedback for similar decisions
in the future
Achieving closure Avoid surrendering important information needlessly Refrain from making “dumb remarks”
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