Communication and Negotiation Process Notes
Communication and the Negotiation Process
The ability to communicate effectively is critical to successful negotiation. This includes both what you say and how you say it, as well as the ability to listen.
The Communication Process
The communication process involves the following elements:
Sender: The person initiating the communication.
Message: The information being conveyed.
Channel: The medium through which the message is sent.
Receiver: The person receiving the message.
Feedback: The response from the receiver to the sender.
Noise: Factors that distort or interfere with the message.
This can be visualized as:
Sender -> Message -> Channel -> Receiver -> Feedback (with Noise affecting all elements)
Information Richness of Communication Channels
Different channels vary in their information richness:
High Richness: Face-to-face conversation, Videoconferencing, Telephone conversation.
Medium Richness: E-mails, Handheld devices, Blogs, Written letters and memos.
Low Richness: Formal written documents, Spreadsheets.
Barriers to Effective Communication
Communication can be distorted by:
Sender ineffectiveness: Encoding the message poorly.
Receiver ineffectiveness: Misinterpreting the message.
Environmental issues: Noise that distorts the message.
Sender Ineffectiveness
The sender encodes the message based on their perceptions and experiences and determines the appropriate communication channel.
Receiver Ineffectiveness
The receiver might have too much information or may not be ready to receive the message due to various factors.
Environmental Issues
The environment can have ‘noise’ that distorts the message, or cultural barriers can prevent correct interpretation.
The Meaning in Communications
Nonverbal cues are significant:
Words: 7% of the meaning
Body language: 55%
Tone of voice: 38%
Receiver's values, beliefs, expectations, and experiences also impact how messages are interpreted.
Negotiation and Communication
Negotiation is a specialized form of communication. Effective communication skills are essential for successful negotiation.
Tips for Verbal Communication in Negotiation
Improve verbal communication by reducing barriers.
Verbal Communication and Linguistic Style
Linguistic style refers to a person's characteristic speaking pattern, including:
Directness or indirectness
Pacing or pausing
Word choice
Use of jokes, figures of speech, stories, questions, and apologies
It's a culturally learned set of signals that communicate meaning and evaluate others.
List of Skills for Effective Verbal Communication
Treat your counterpart well.
Speak clearly.
Express strong feelings appropriately.
Remain rational.
Be assertive without damaging the relationship.
Improve relationships without compromising the negotiation.
Ask questions and listen effectively.
The Golden Rule
Treat your opponent as you want to be treated. This reduces tension and encourages agreement.
Speak Clearly
Avoid misinterpretation by speaking clearly, using short sentences, speaking for yourself, avoiding attribution, checking assumptions, and asking for repetition.
Examples of Making Requests
Progressively more indirect ways to ask someone to close the door, demonstrating the varying levels of inference required:
Close the door.
Can you close the door?
Would you close the door?
It might help to close the door.
Would you mind awfully if I asked you to close the door?
Did you forget to close the door?
How about a little less breeze?
It’s getting cold in here?
I really don’t want the cats to get out of the house.
Use Clear and Unambiguous Language
Replace hard-to-understand language with simpler alternatives:
Execution of Documents: Signing papers
To wit: Namely
Warrants: Promises
Tendering possession: Moving out
Remuneration: Salaries, wages, and other fringe benefits
Be Specific
Avoid ambiguity by being clear and precise.
Unclear: ‘We’ve settled everything’
Clear: ‘We’ve settled the following points…’
Unclear: ‘We’ve agreed on a financial package’
Clear: ‘We’ve settled on the following financial terms…’
Use Short Clear Sentences
Keep statements concise, especially for important messages. Break down complex arguments.
Simple is not Simplistic
Know the jargon in specific fields (e.g., computers, cars, houses). If you don't, consider having an agent. Knowing the language gives you influence and may be recognized as an equal.
Do Not Dilute Your Argument
Focus on the strength of your principal argument rather than providing numerous reasons.
Express Feeling Appropriately
It's okay to be emotional, but relate tone to substance and be aware of others' emotions.
Remain Rational in the Face of Strong Feelings
Acknowledge others' feelings, step above the fray, and separate feelings from the issue.
Relationships are Important
Maintain ongoing relationships, as they are often more important than the outcome of a particular negotiation.
Being Assertive While Preserving the Relationship
Use a parallel strategy: be soft on people, have something to assert, and be firm but open.
Improving Relationships Without Damaging Negotiation
Recognize merit, let them know you need them, and work on the relationship outside of bargaining.
Deference and Indirect Communication
Indirectness involves implying meaning without explicitly stating it. It can signal a lack of confidence.
The Best Way to Speak?
Contingent upon authority, culture of organization, and interplay of linguistic styles.
Body Language
Nonverbal Communication
Nonverbal cues can strengthen or weaken a message:
Eye contact
Posture
Gestures
Proxemics (interpersonal space)
Timing
Tone of voice
Negotiation and Body Language
Body language communicates thoughts and feelings, consciously or subconsciously. It includes posture, facial expression, and tone of voice.
Non-verbal communication
Includes body language, eye contact, facial expressions, vocal cues, gestures, posture, touch, space, and appearance.
Nonverbal Clues
Expressions, postures, and body movements provide insight into feelings.
Interpretation of Nonverbal Cues
Judgments are made based on handshake, personal space, greeting formality, eye contact, and dress.
Examples of Body Language and Possible Meanings
Avoiding eye contact: Lack of confidence
Hunched posture: Lack of confidence
Touching fingers/thumbs together: Confidence
Excessive eye contact: Bullying
Moving too close: Bullying
Shifting eyes: Deception
Fiddling with objects: Lack of confidence
Drumming fingers: Displeasure
Keeping legs/arms crossed: Not receptive
Listening
Importance of Listening
Effective interpersonal communication involves understanding before being understood.
Listening and Nonverbal Communication in Negotiation
Listening attaches meaning to words and nonverbal signals.
The Role of Listening
People often plan their response instead of actively listening.
Type of Listening
Passive Listening: Absorbing information without processing.
Attentive Listening: Genuinely interested, but filling gaps with assumptions.
Active Listening: Vibrant two-way process with attentiveness, clarification, and message processing.
Definition of Active Listening
Helps people solve their own problems by understanding content, feelings, and interests.
Dimensions of Effective Listening
Sensing: Hearing words and receiving nonverbal signals.
Processing and evaluating: Understanding meaning, interpreting implications, evaluating cues, and remembering the message.
Responding: Sending verbal or nonverbal signals of being heard.
Qualities of Active Listening
Involves postponing evaluation, avoiding interruptions, maintaining interest, showing interest, clarifying the message, empathizing, and organizing information.
Videos on active listening
Several videos are available online demonstrating effective listening tips.
Active Listening in Negotiating
Shows concern, leads to better information, helps the other party feel heard, invites reciprocity, leads to cooperation, and builds relationships.
Strategies for Improving Listening Skills
Ask questions to clarify.
Avoid distractions.
Do not interrupt.
Evaluate after hearing all facts.
Read verbal and nonverbal messages.
Be empathetic.
Paraphrase to correct misinterpretations.
Concentrate on the message and messenger.
Give feedback.
Don’t talk too much!
Empathy
Involves putting oneself in the place of the sender and using feedback to check accuracy.
Why active listening . . . ?
Facilitates communication, builds trust, facilitates problem-solving, and reduces conflict.
When you need active listening
Critically important in resolving disputes, especially when the other party expresses feelings about a problem caused by your conduct or perceived conduct. Front line supervisors need this skill.
Active Listening synonyms
Also known as Empathic listening and Empathetic listening
Application of Active Listening
Different situations require different degree of empathy
Why active listening . . . ?
Facilitates communication, builds trust, facilitates problem solving, reduce conflict
Skills for active listening
Includes interpreting, summarizing, probing, giving feedback, support, checking perceptions, emotional control, paying attention, restating, paraphrasing, reflecting, and being quiet.
Blocks to active listening
Judging people, thinking you know what someone will say, twisting messages, and your own emotions
Characteristics of the Empathetic (Active) Listener
Desire to be other-directed, non-defensive, imagine others' perspectives, and listen as a receiver, not a critic.
Listening to people you do not like
Separate the sender from the message and listen patiently.
Negotiations & New Technology
Communication and Change
New technologies multiply channel options, leading to outsourcing and increased use of freelance staff, virtual offices, and online sharing of work.
Communication in Virtual Negotiations
Computer-mediated communication allows negotiation across distances. However, personal rapport is diminished, parties are less apt to disclose information, less able to read nonverbal cues, and may act less ethically.
Top 10 Rules for Virtual Negotiation
Try to meet face-to-face at least once before or early in the negotiation.
Clarify the process or procedure to be followed in the negotiation.
Ensure everyone is introduced and their roles are clarified.
Select the communication channel that is most likely to facilitate achieving full consideration of information offered and needed by all parties.
Don't use computer jargon, acronyms, or emoticons that may not be universally understood.
Ensure everyone has a turn and speak up if someone is being left out.
Check assumptions and ask questions about what is and isn't said (i.e., nonverbal communication such as gestures, inflection, tone, and the use of silence).
In an email or synchronous chat-based negotiation, carefully review any real or implied promises… particularly those that cannot be kept, because everything that is communicated is retained.
When face-to-face communication is limited, the temptation to engage in unethical behavior may increase. Be wary of this.
As with any new tool, your comfort and ability using it may be limited at first. Realize this, and allow yourself more time (and patience) with the process and your role in it. Top Ten Rules for Virtual Negotiations