Negotiation: The Unspoken Language

Slides:



Advertisements
Similar presentations
Nonverbal Communication
Advertisements

Nonverbal Communication
Nonverbal Communication Actions, as opposed to words, that send messages Body language, behavior Some messages are subtle, such as posture Can be so strong.
Effective Listening Group No-8
Nonverbal Communication. A. General Information 1.Definition – All the behaviors and elements of people, other than words, that convey meaning 2. At least.
PART I INTERPERSONAL COMMUNICATION. Act of transmitting information, thought, opinions, or feelings, through speech, signs, or actions, from a source.
Verbal Gestures © Master In Mind on behalf of ISIO 2013 Slip of the Tongue - Known as the Freudian Slip. The unconscious mind is a memory bank of past.
De-escalation Techniques
Communication Skills for Administrators and Board Members
Presented by: Xiuqin Cai(sophie). External customer:  Individual customer (shopper)  Organizations (supermarket) Internal customer:  Service partners.
115 working with others task A
1 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Interpersonal Skills, Human Behavior & Non-Verbal Communication.
Giving Presentations Maeve Gallagher Student Learning Development.
NONVERBAL COMMUNICATION
Non-Verbal Communication
Non-Verbal Communication and Body language
Understanding Non- Verbal Communication MRS. DOBBINS.
Body Language.
Body Language and Facial Expression
“As is our confidence, so is our capacity
Non-Verbal Communication
Customer Care Body Language. Importance of Body Language.
Verbal & Non-Verbal Communication Active & Passive Listening
Therapeutic Communication Lecture 1. Objective #6 Define communication.
What are we really “saying”? Non-verbal communication in advising
Types of Nonverbal Communication and Body Language
Obj.1.03 Practice interpersonal skills Ms. Jessica Edwards, M.A.Ed.
INTERPERSONAL COMMUNICATION
By Amorntip IM-UM ID : C62151 Task 1. How to deliver our Mission Statement to customers?
Nonverbal Communication
Behavioral Interviewing Techniques
Strategies for Difficult Witnesses (Yours and Theirs) By: John F. Nichols, Sr. Presented by Claude E. Ducloux Originally presented at: State Bar of Texas.
Mode of Communication. Communication is generally carried out in two different modes: 1-verbal communication: uses the spoken or written words. 2-nonverbal.
NON VERBAL COMMUNICATION NOTES. What is communication? Definition Types:  Verbal communication  Nonverbal communication.
Chapter 32 Effect of Communication. Communication.
Nonverbal Communication
Nonverbal Communication
Soft Skills for a Digital Workplace: Verbal Communication Unit A: Understanding the Basics of Verbal Communication.
Maria Neophytou Communication And Internet Studies ENG270 – English for Communication Studies III
NONVERBAL COMMUNICATION
Chapter 3: Paralanguage Flavors the Verbal Mesage.
The Power of Nonverbals in Competitive Speech
New Scheme Teachers’ Professional Learning 2011.
Nonverbal Communication
1 Importance of Presentation & Communication skills Tess Field HR Director, Microsoft.
FACS 56 life management the listening process. why is listening so hard? brain is incredibly powerful—unless we are engaged in active listening, really.
EFFECTIVE COMMUNICATION. BODY LANGUAGE  Communication involves more than just words. How we dress, how we move our hands, what posture we take, all give.
Communication. Verbal & Nonverbal Communication Nonverbal Communication Involves: eye contact, gestures, posture, body movements, and tone of voice. Verbal.
How to Read your Body Language. If the eyes are the windows of the soul, then the body is the mirror of our feelings. 7% of the information we receive.
Welcome back to Public Speaking class!
Body Language, Interview Skills, Business Etiquettes
Communication. Communication Is the act of getting a message from point A to point B; to from point A to point B; to convey thoughts, information, convey.
Interpersonal relations as a health professional
Giving and Receiving Constructive Feedback
Nonverbal communication
Nonverbal Communication Presented by: Waqas Khan
Interviewing and Interrogation. Lesson Overview: How are crimes solved?  When someone makes the decision to talk to the police  Influenced by the communication.
Communication Mrs. Wagner Lifeskills. Communication Terms Communication – Sending & Receiving of messages between people – the message is understood Verbal.
Interpersonal Communication NON-VERBAL COMMUNICATION by Jay Barrett What do you know about me through my non- verbal communication in class?
Krista Cohen Maura Herman Lauren Thomas.  Body Language ◦ a form of mental and physical ability of human non-verbal communication which consists of body.
Verbal listening: Listening.
Witness interviews.
Body Language, Interview Skills, Business Etiquettes
Tips in Effective Communication skills
Professional Presentation Skills Part Two: Performance
Nonverbal Communication
Nonverbal Communication
NONVERBAL COMMUNICATION
COMMUNICATION.
Presentation transcript:

Negotiation: The Unspoken Language Ken Baum, CFI Regional Loss Prevention Director Introduction

Contract Negotiation Similarities to Investigations Work with People Work with People who are free to leave at anytime Work with People who want to disclose the information they CHOOSE to disclose while protecting their own interest The goal is to develop factual information to make the best informed decision A decision is not reached until all facts are gathered Working with people is the emphasis Next Slide: Contract negotiation differences… Criminal investigations are typically unannounced…

Contract Negotiation Differences to Investigations Criminal Investigations are typically unannounced interviews (no appointment required) Research on the suspect is not always available At the end of the day, someone will be going to jail (consequences are different) Telling your suspect that you intend to speak to them regarding a short cash problem on the register or the unpaid for merchandise that they happen to wearing next Friday at 3:00 p.m. probably won’t have the same result as having a discussion at the beginning of their shift. A suspect that stole jewelry in the first 2 hours of employment in Detroit last week didn’t leave us a lot of opportunity to get to know them before hand. In many situations that are dealt with in the field, criminal charges will be brought, which helps drive the motivation for the truth. At the negotiation table, the consequences are different – working an exclusive access to a product to sell and failing has far different consequences. NEXT SLIDE: Characteristics of a good interviewer/negotiator?

Work With People Characteristics of a good interviewer/negotiator? Patient Non-judgmental OPEN MINDED Displays fairness Shows Respect Asserts Interest Active Listener Reads Behavior Puts Self in the Place of Other Person What are some of the characteristics of a good interviewer? Bottom line – in my opinion, it’s 10% what happens in that room, but 90% attitude that will set the tone. NEXT SLIDE: Room Setting…

Room Setting Prepare and KNOW the room in advance Have enough “personal” space between each person One side or the other – but the decision maker needs to have a full view of the presenter if possible KNOW the room: How to adjust lights, hook up monitors, etc. Personal space – elbow room Who sits where isn’t as important as the primary decision maker gets a full view of the presenter – body language. More on that later. NEXT SLIDE: Open/Closed Ended Questions

Open Ended/Closed Ended Questions Closed Ended Question Examples Any response that can be phrased as a “Yes” or “No” Other closed ended questions – “HOW WAS YOUR FLIGHT?” “HOW ARE YOU?” “HOW WAS LUNCH?” Open Ended Question Examples Who, What, When and Why Closed ended questions that end in “Yes” or “No” are not the only form of closed ended questions. Questions that are pre-programmed with responses such as “fine” are also closed ended questions. NEXT SLIDE: Answers to the questions can always develop more questions to maintain a conversation and generate a rapport

Questions Within every response is a follow up question until the subject changes. - Similar to the Human Resources STAR method (Situation, action, response), where one question may lead to another. Start with a question about the town they live in, or the business environment. Next Slide: Establishing a Rapport – open ended questions

Establishing Rapport “What did you do last weekend?” “What did you think of yesterday’s game?” “It must have been some experience to be in St Louis during last year’s flood…” In investigations, putting the person a little at ease can be a little awkward – but awkwardness is a feeling that YOU are experiencing. If a genuine interest is expressed, rapport is established faster. NEXT SLIDE: Establishing a Rapport with Humor

Establish a Rapport Humor Story about self Use of a recent news event – provided it isn’t too depressing Using humor is what marketing would say is a great way to connect. It’s one of the reasons why commercials are funny. NEXT SLIDE: Signals of Rapport

Establishing a Rapport Signals of Rapport Bodies naturally begin to match one another in body position, breathing and even speech patterns. Nonverbal behaviors such as smiling, good eye contact, body orientation, mimicking posture and uncrossed legs and arms support the feeling of warmth and having “clicked” with the other person. Many people incorrectly believe that sitting or posing the way the other person positions themselves will gain rapport. Intentionally mirroring another persons behavior can result in them being irritated. Mirroring is the RESULT of rapport, not the cause of it. NEXT SLIDE: Establishing a Rapport by asking for help.

Establishing a Rapport They want to know what you need You need their help. Ask for it. Example: “Thank you for coming to see us – we need your help with identifying the best solution...” Asking for help will set a tone early. When genuinely expressed, it gives the person an opportunity to do good… and most people do. Next Slide: Rules for Evaluating a Behavior

Rules For Evaluating Behavior THERE IS NO SINGLE BEHAVIOR SYMPTOM THAT IS ALWAYS INDICATIVE OF TRUTH OR DECEPTION. Evaluate against the population Evaluate against himself/herself – establish a behavioral norm Evaluate behavior in the context of the situation Be aware of YOUR behavior – Don’t express disbelief This slide will establish the purpose of the next series of slides NEXT SLIDE: Body Language

Body Language Can be rehearsed, restrained and practiced Noticeable changes occur as the room changes (i.e.: who enters or leaves it) Use these clues to change the mood, tempo or situation NEXT SLIDE: Participative (similar to watching an interesting game or watching a good presentation)

Body Language Participative Good intentions to participate and listen NEXT SLIDE: Running Man (Anxious to leave for another appointment)

Body Language Running Man Need to leave Next Slide: Interested (similar to participative, but the body is leaned back, open minded)

Body Language Interested Interested in what is being said NEXT SLIDE: Soaking Up… a more relaxed method of interest, sort of a sitting on a park bench people watching….

Body Language Soaking Up Soaking Up – taking in the information NEXT SLIDE: Dominant, authoritative, command (Captain Kirk on the Starship Enterprise)

Body Language Dominant Dominant NEXT SLIDE: Cavalier; relaxed, not really paying attention, or the information that is being obtained is comfortable.

Body Language Cavalier Cavalier NEXT SLIDE: Critical – analytical, evaluating

Body Language Critical Critical NEXT SLIDE: Manipulators

Manipulators Manipulators include all those body movements in which one part of the body grooms, massages, rubs, holds, pinches, scratches or otherwise manipulates a body part. In a negotiation, these types of movements have no real bearing as to whether or not the truth is being told, but may indicate a stall for an answer. Demonstration – Scratches but has to look at where the scratching takes place… an arm muscle rub… cracks knuckles… NEXT SLIDE: Volunteer needed to pose the positions

“Finger” Cues Hand over Mouth Hand on Chin Hand on Cheek Hand on Temple Hand to bridge of the nose Closed Fist Middle Finger Using no expression on your face and only with one hand – show me a sign that you have something to say, but you don’t want to say it - show me a sign that you are being thoughtful – or critical - show me a sign that you are bored - show me a sign that you are questioning or confused - “OH NO!” (Embarrassment or shame) - show me a sign that you are angry - show me a sign that you are disgusted or contemptuous Use these cues to anticipate their reaction to what is being said and react to change the course, if necessary. I’ve been told that women are more likely to use facial expressions than putting hands on the face. NEXT SLIDE: Verbal Behaviors – tone of voice

Verbal Behaviors Tone of Voice Speed of Delivery High – anger/fear Normal – Response Low – Sadness or Shame Speed of Delivery Louder/Faster – Anger, fear and excitement NEXT SLIDE: Verbal Behaviors, Pauses, Uhh umm…

Verbal Behavior Pauses Words Spoken Pauses, along with the pitch of the voice are verbal cues Words Spoken Also known as the Freudian Slip or other speech habits, such as “ah” or “aaa” or “uhh” or repetition, “I, I, I mean really…” can indicate the need for further questioning Verbal Behavior NEXT SLIDE: Verbal Manifestations. Use of phrases that uses specific data to distract

Verbal Manifestations “At this time…” “If I recall correctly…” “To the best of my knowledge…” Emphasize “Honestly” or “I swear to God” These types of phrases indicate an avoidance of being clear. NEXT SLIDE: Micro expressions

Micro-expressions My definition: The true facial expression for the emotion being felt during the length of time that it takes for your brain to decide whether or not to conceal the truthful response. Roughly, a tenth of a second in duration. TV show “Lie to Me” takes certain Hollywood license… no one says, “You are lying” and the response is, “Yeah, you got me.” In a study involving students, FBI, CIA, ATF and Secret Service agents, where they were asked to gauge a person’s response in a brief second, that only the Secret Service did better than CHANCE as a result. However, with additional training, it was discovered that the scores rose to 80% accurate. NEXT SLIDE: With that being said, if the truth is as plain as your face

The Truth is as Plain as Your Face These two were arrested alledgedly attempting to burglarize a home in Iowa, according to the Huffington Post (an internet newspaper). This was their disguise of choice. NEXT SLIDE: Eye Movement

Eye Movement Eye movement is not consistently relied upon to determine whether answers are truthful or not. It Bear in mind you will have to make sure you set the behavioral norms, as discussed earlier. One of these norms is whether the person you are having a discussion with is left or right handed. The following demonstration is for MOST of the population who are right handed.

Eye Movement Also known as “Neuro Linguistic Programming” NLP or Neuro Linguistic Programming is the brain reacting to which file drawer to derive the information desired. In this example, there are 6 file drawers… largely depends on if you are right or left handed. The examples about to be depicted will indicate the norm for a right handed person as you are looking at them. NEXT SLIDE: Visually Constructed Images

Eye Movement Visually Constructed Images If you asked someone to picture a Green Elephant with purple horns instead of ears, this is the direction there eys would be moved while thinking about the question as they “Visually Construct” a green elephant with purple horns instead of ears. NEXT SLIDE: Auditory Constructed Images

Eye Movement Auditory Constructed If you asked someone to “Try to create the highest sound of the pitch possible in your head” this is the direction their eyes moved while thinking about the question as they are auditory constructing the answer. NEXT SLIDE: Feeling / Kinesthetic

Eye Movement Feeling / Kinesthetic This would be the direction their eyes moved in while thinking about the question as they recall smell, feeling or taste. NEXT SLIDE: Visually Remembered Images

Eye Movement Visually Remembered Images If you asked someone “what was the color of the first house you lived in growing up” – this would be the direction their eyes moved in while thinking about the question as they ‘visually remember’ the answer NEXT SLIDE: Visually remembered images

Eye Movement Auditory Remembered If you asked someone to “remember what their mother’s voice sounds like” this would be the direction their eyes moved as they were thinking about the question NEXT SLIDE: Indicates Internal dialogue

Eye Movement Indicates Internal Dialog This is the direction of someone's eyes as they “talk to themselves.” Next Slide: Eye Movement Review

Eye Movement Let’s say that your teenager asked to borrow the car keys. You respond, “what did your Mother say?” They reply… “Mom said, Yes.” If they looked to the left, this could indicate a made up answer. By the way, looking straight ahead or with eyes that are defocused/unmoving is also considered a sign of visual accessing. Left handed people show eye movement in the opposite direction. Note: For those of you who intend to keep your eyes perfectly still – the act itself is viewed as an indication of deception. NEXT SLIDE: Seldom used tricks of the trade

Seldom Used Tricks of the Trade Be Professionally Nice Ask For Help THANK during the presentation where appropriate Being nice isn’t an accident – it’s demonstrating a concern for the other that helps build rapport and a relationship Set the tone early – this isn’t an inquisition During their presentation, find a way to say “Thank You” when appropriate. You will find this opens the door to additional and often unsolicited information. NEXT SLIDE: Conclusion

So what now? NEVER accuse anyone of being deceitful. Use the information to change the course of the negotiation. The main purpose of this information in a negotiation is not to point to anyone that they are misleading or lying about a topic. It could be that they don’t know the answer, but didn’t want you to know they didn’t know. My hope is that you will be able to use the information provided in this time to help develop information as the negotiation is initiated.

Thank YOU!