CHAPTER SIX Communication INB 350 Lecture By: Ms. Adina Malik (ALK)

Learning Objectives Basic mechanisms for Negotiation How People Communicate in Negotiation Communication Channels How to Improve Communication in Negotiation

Communication in Negotiation Communication processes, both verbal and nonverbal, are critical to achieving negotiation goals and to resolving conflicts. Negotiation is a process of interaction Negotiation is a context for communication subtleties that influence processes and outcomes

Communication Mechanisms Communication 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.

Basic Models of Communication Communication is an activity that occurs between two people: a sender and a receiver A sender has a meaning in mind and encodes this meaning into a message that is transmitted to a receiver A 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”)

How People Communicate in Negotiation Use of verbal communication Using language 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.

Communication Channel Selection People can communicate through variety of communication media. Face- to-Face Interaction Telephone Writing Electronic Channels Communication is experienced differently when it occurs through different channels Key variation that distinguishes one communication channel from another is social presence.

Communication Channel Selection Face- to-Face Interaction: In F2F negotiation interacting parties could more easily develop personal rapport Social cues 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

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.

Communication Channel Selection In order to negotiate effectively on the telephone we need to consider a few rules that also apply to face-to-face negotiation 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. One of the worst things about telephone negotiation, and negotiation in general, is when we forget to pay attention to particular points.

Communication Channel Selection 3. 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.

Communication Channel Selection Written Communication Written communication convey less social cues 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.

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

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 not 2. 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

How to Improve Communication 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?”

How to Improve Communication 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?”

How to Improve Communication in Negotiation Listening: three major forms Passive listening: Receiving the message while providing no feedback to the sender Acknowledgment: Receivers nod their heads, maintain eye contact, or interject responses Active listening: Receivers restate or paraphrase the sender’s message in their own language

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 technique Effective in producing cognitive changes and attitude changes When the positions are compatible, likely to produce acceptable results; when the positions are incompatible, may inhibit positive change Not necessarily effective overall as a means of inducing agreement between parties