Chapter 6 Communication Skills

Learning Objectives After studying this chapter, you will be able to Explain what communication is and how important it is . Describe the basic model of the communication process. Identify what is communicated during negotiation. Discuss the three aspects related to the "how" of communication. Understand the main techniques available for improving communication in negotiation.

What Is Communication? the process of sending and receiving messages can be defined as the process by which information is exchanged and understood by two or more people, usually with the intent to motivate or influence behavior.

Benefits of Effective Communication Quicker Problem solving Stronger decision making Improved stakeholder response Effective Communication Enhanced professional image Increased productivity Clearer promotional material Steadier work flow Stronger business relationships

Main Forms of Communication Internal communication—the communicating done in conducting work within a business, such as giving orders, assembling reports, and writing email External communication—work-related communication with people outside the business, such as personal selling, telephoning, advertising, and writing messages Personal communication—non-business-related exchanges of information and feelings of information and feelings among people

The Communication Process A Model of the Communication the carrier of a communication RECEIVER DECODES MESSAGE SENDER ENCODE MESSAGE Channel Noise (Return message decoded) (Return message encoded) Feedback Loop Channel encode: to select symbols with which to compose a message message: the tangible formulation of an idea to be sent to a receiver decode: to translate symbols used in a message for the purpose of interpreting its meaning feedback: a response by the receiver to the sender’s communication

Choosing a Communication Channel Face-to-face communication (e.g. Negotiation) Teleconferencing Telephone and Voice Mail（also known as voice message or voice bank） Written Communication

What is communicated during negotiation?(p165) Offers, Counteroffers, and Motives Information about alternatives information about outcomes Social accounts Communication about process

How people communicate in negotiation? (p169) Use of language Use of nonverbal communication Selection of a communication channel

Selected Communication Tools spoken written • Face-to-face talk • Meetings • Appraisal (评估)interviews • Get-togethers • Memos • E-mail exchanges • Intranet newsletter internal • Media interviews • Public speeches and panel discussions • Presentations • Annual report etc. •Advertisements • Brochures, flyers（广告传单） • Websites external

Verbal Tactics Asking questions Making commitments Making high initial offers (requests)

Asking questions Probing Specific Attacking to gain information before major attack Specific to force an admission based on the information gained Attacking

Asking questions Clarifying e.g. “What specific information do you need me to provide?” Or “Precisely when do you want the report?” Verifying e.g.“As I understand it, your plan is . . .”; “It sounds like you’re saying . . .”; or “This is what you’ve decided, and the reasons are . . .”

More Common Verbal Tactics Promise Threat Recommendation Warning Reward Punishment Normative Appeal Commitment Self-disclosure Command

What’s nonverbal communication? Nonverbal communication is communication that conveys meaning without words. (Researchers have estimated that 85 percent of all communication is nonverbal.) Sana Reynolds et al(2004,76) Nonverbal communication involves all those nonverbal stimuli in a communication setting that are generated by both the source and his or her use of the environment and that have potential message value for the source or receiver. Larry A. Samovar et al (2004,169)

Types of nonverbal communication Facial Expression Gesture and Posture Vocal Characteristics Personal Appearance Touching Behavior Use of Time and Space John V. Thill et al (2004:51) Eye Contact Facial Expression Hand Gestures (including gestures and touching) The Use of Physical Space Silence and The Rhythm of Language Larry A. Samovar et al (2004:169)

Body language may provide clues as to the attitude or state of mind of a person. For example, it may indicate aggression, attentiveness, boredom, relaxed state, pleasure, amusement, and intoxication, among many other cues.

Functions of Nonverbal Communication Reinforcement: complement Negation:more accurate indicator Substitution: replace Intensification:emphasize Regulation:modulate John V. Thill et al (2004:52)

Functions of nonverbal communication Detecting the Truth Lengthy response time Distancing Uneven speech Gap filling Raised pitch Maximizing Your Credibility Eye behavior Gestures Posture Voice John V. Thill et al (2004:53)

Silence (p176) Troubling silence when one party is highly emotional, or their approach is threatening or extremely demanding. sometimes regarded as disapproval; no specific disapproval is voiced, not be treated as an attack. Active Listening The listener may actually be able to get a clearer picture of the other party’s ideas; the discipline of focusing on other opinions can also give the listener the chance to reflect on the process and strategy.

Improving Nonverbal Communication Interpret Nonverbal Signals Carefully Believe the nonverbal signal when what one says conflicts with how he/she moves, looks or acts. Learn to recognize the telltale signs that indicate a person is not telling the truth Be aware that people may gave false nonverbal cues Remember, few gestures convey meaning in and of themselves. Consider nonverbal signals in the context of situation and culture.

Improving Nonverbal Communication Pay Close Attention to the Nonverbal Signals You Send Avoid giving conflicting signals. Try to be as honest as possible in communicating your emotions. Smile genuinely. Maintain the eye contact your audience expects. Be aware of your posture and of the gestures you use. Try to use appropriate vocal signals while minimize unintentional messages. Respect your audience’s comfort zone. Adopt a handshake that matches your personality and intention. Be aware of varying attitudes toward time. Use touch only when appropriate.

Guidelines and Limitations of nonverbal communication Nonverbal communication is often ambiguous We are more than our culture Nonverbal communication seldom opearates in isolation

Video Analysis Watch the video and identify the key changes of the two versions. Comment on the body language of both presenter and audience.

Andrew’s different body language in version 2 He interacts more with the audience. He maintains more eye contact. He allows time for questions. He checks understanding/agreement. He is more flexible about address issues that the audience want to know.