Bahan Workshop “Executive Program for Sustainable Partnership (EPSP)” | lppm.ut.ac.id

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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 is only partly responsible}

for the negotiation outcomes

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Basic Models of

Communication

Communication is an activity that occurs

between two people: a

sender

and a

receiver

• _{Negotiations is a give and take process}

between two people

• _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}

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Distortion in

Communication

1. Senders and receivers (individual

communicators)

– The more diverse their goals or the more antagonistic they are in their relationship, the greater the likelihood that distortions and errors in communication will occur

2. Messages

– The symbolic forms by which information is communicated

– The more we use symbolic communication, the more likely the symbols may not

accurately communicate the meaning we intend

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Distortion in

Communication

3. Encoding

– _{The process by which messages are put}

into symbolic form (simpler language)

– Senders are likely to encode messages in a form which receivers may not prefer

4. Channels and media

– The conduits by which messages are carried from one party to another

– Messages are subject to distortion from channel noise or various forms of

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Distortion in

Communication

5. Reception

– _{The process of comprehension by receiving}

messages and decoding them into an understandable form

– _{It might not be possible to capture fully the other’s}

meaning, tone or words

6. Interpretation

– _{Process of ascertaining the meaning and significance}

of decoded messages for the situation to go forward

– _{An important way to avoid problems is by giving the}

other party feedback

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Distortion in

Communication

7. Feedback

– _{The process by which the receiver reacts}

to the sender’s message

– _{Can be used strategically to induce}

concessions, changes in strategy, or alter assessments of process and outcomes

– _{Absence of feedback can contribute to}

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What is Communicated

during Negotiation?

• _{Offers, counteroffers, and motives}

• _{Information about alternatives}

• _{Information about outcomes}

• _{Social accounts}

–

_{Explanations of mitigating circumstances}

–

_{Explanations of exonerating circumstances}

–

_{Reframing explanations}

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Communication in

Negotiation:

Three Key Questions

• _{Are negotiators consistent or adaptive?}

– Many negotiators prefer sticking with the familiar rather than venturing into improvisation

• _{Does it matter what is said early in the}

process?

– What negotiators do in the first five minutes of the process has a significant impact on

the decision that is eventually reached

• _{Is more information always better?}

– The effect of exchanging information depends on the type of issues being discussed and the

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Box 6.2 – Are All threats

Created Equal?

• _{How important is intensity?}

–

_{According to research, high levels}

of intensity are used to convey

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How People

Communicate

in Negotiation

• _{Use of language}

– _{Logical level (proposals, offers)}

– _{Pragmatic level (semantics, syntax, style)}

• _{Use of nonverbal communication}

– _{Making eye contact – should eye contact}

be made the whole time?

– _{Adjusting body position}

– _{Nonverbally encouraging or discouraging what}

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How to Improve

Communication in

Negotiation

• Use of questions: two basic categories:

Manageable and Unmanageable Questions:

– _{Manageable questions}

• _{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?”

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How to Improve

Communication in

Negotiation

– _{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}

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Questions

• _{Questions can be used}

–

_{To manage difficult or stalled}

negotiations

–

_{Pry a negotiations out of a break}

down or dead end

–

_{Force the other party to face up to}

the effects or consequences of their

behaviors

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How to Improve

Communication in

Negotiation

• _{Listening: three major forms}

1.Passive listening: Receiving the message while providing no feedback to the sender 2.Acknowledgment: Receivers nod their

heads, maintain eye contact, or interject responses

3.Active listening: Receivers restate or

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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

1. Effective in producing cognitive changes and attitude changes

2. When the positions are compatible, likely to

produce acceptable results; when the positions are incompatible, may inhibit positive change 3. Not necessarily effective overall as a means of

inducing agreement between parties

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Special Communication

Considerations at the Close of

Negotiations

• _{Avoiding fatal mistakes}

– _{Keeping track of what you expect to happen} – _{Systematically guarding yourself against}

self-serving expectations

– _{Reviewing the lessons from feedback for}

similar decisions in the future

• _{Achieving closure}

– _{Avoid surrendering important information}

needlessly