1. Chapter 6
Communication Skills

2. 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.

3. 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.

4. 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

5. Main Forms of Communication
Internal communication—the communicating done in conducting work within a business, such as giving orders, assembling reports, and writing
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

6. 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

7. 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

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

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

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

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

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

13. 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 . . .”

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

15. 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)

17. 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)

18. 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.

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

21. 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)

22. 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.

23. 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.

24. 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.

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

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

27. 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.