negotiation - communication

(Lewicki, Saunders & Barry. 2011)

Communication:Negotiation as Process

LDR 655

Siena Heights University

Wallace

(Lewicki, Saunders & Barry. 2011)(Lewicki, Saunders & Barry. 2011)

Communication is Critical

Communication processes (both verbal and nonverbal), are critical to achieving negotiation goals and to resolving conflicts.

(Lewicki, Saunders & Barry. 2011)(Lewicki, Saunders & Barry. 2011)

What’s Your Experience?• Tell us about a

communications experience (work, family, school) that went poorly?

• What about an event where positive outcomes were reached?

(Lewicki, Saunders & Barry. 2011)(Lewicki, Saunders & Barry. 2011)

Models

Graphic source: www.shkaminski.com

(Lewicki, Saunders & Barry. 2011)(Lewicki, Saunders & Barry. 2011)

Models

Graphic source: www.shkaminski.com

(Lewicki, Saunders & Barry. 2011)(Lewicki, Saunders & Barry. 2011)

Berlo’s Model, 1960

Graphic source: www.sciencedirect.com

(Lewicki, Saunders & Barry. 2011)(Lewicki, Saunders & Barry. 2011)

Inference

http://changingminds.org/explanations/sift/infer.htm

(Lewicki, Saunders & Barry. 2011)(Lewicki, Saunders & Barry. 2011)

Intentional Behavior

Worth, 1981

(Lewicki, Saunders & Barry. 2011)(Lewicki, Saunders & Barry. 2011)

Communication during Negotiation

• Offers, counters and motives• Alternatives• Outcomes• Social accounts

– Mitigating circumstances– Exonerating circumstances– Reframing

• Process

(Lewicki, Saunders & Barry. 2011)(Lewicki, Saunders & Barry. 2011)

Three Key Questions• Consistent or adaptive?

– Familiar (habits) over improvisation

• Early in the process?– First half is crucial

• More is Better?– More doesn’t directly correlate

to better outcomes.

(Lewicki, Saunders & Barry. 2011)(Lewicki, Saunders & Barry. 2011)

How People Communicate • Language:

– Logical level (proposals, offers)

– Pragmatic level (semantics, syntax, style)

• Nonverbal– Eye contact– Body position– Nonverbally reaction

(Lewicki, Saunders & Barry. 2011)(Lewicki, Saunders & Barry. 2011)

How People Communicate

• Channels– Different experiences

per channel

– Multiple vehicles

– Social bandwidth varies

• Subtlety

(Lewicki, Saunders & Barry. 2011)(Lewicki, Saunders & Barry. 2011)

Nonverbal Leadership• Use erect posture when

walking, standing, or sitting • Exhibiting dominant behavior

at times, such as standing up straight during confrontation

• Smiling frequently in a relaxed, natural-appearing manner

• Gesturing in a relaxed, non-mechanical or threatening way

(Lewicki, Saunders & Barry. 2011)(Lewicki, Saunders & Barry. 2011)

Inspiration and Power• Be credible• Target the listener• Sell your benefits• Impact and emotion words• Anecdotes – stories• Supporting Data• Don’t waste words• Crisp & Clear• Power-oriented linguistics

(Lewicki, Saunders & Barry. 2011)(Lewicki, Saunders & Barry. 2011)

Improving Communication

1. Questions

2. Listening

3. Role reversal

(Lewicki, Saunders & Barry. 2011)(Lewicki, Saunders & Barry. 2011)

Manageable Questions• Attention

– “May I ask you a question?”

• Information

– “How much will this cost?”

• Thoughts

– “Do you have any suggestions for improving this?”

(Lewicki, Saunders & Barry. 2011)(Lewicki, Saunders & Barry. 2011)

• Difficulty– “Where did you get that

dumb idea?”• Information

– “Didn’t you know we couldn’t afford this?”

• False conclusions– “Don’t you think we have

talked about this enough?”

Unmanageable Questions

(Lewicki, Saunders & Barry. 2011)(Lewicki, Saunders & Barry. 2011)

Listening

1. Passive

2. Feedback

3. Active

Listen

Give Time

Restate

Summarize

Ask Questions

Provide Solutions

(Lewicki, Saunders & Barry. 2011)(Lewicki, Saunders & Barry. 2011)

Role Reversal• Active arguing positions

until the other party knows we understand

• Technique impact and success– Research suggests this

improves communication, accurate understanding and appreciation.

(Lewicki, Saunders & Barry. 2011)(Lewicki, Saunders & Barry. 2011)

Closing Communications• Fatal mistakes

– Expectations

– Guarding

– Reviewing feedback

• Closure– Avoid surrendering

– “Dumb remarks”

(Lewicki, Saunders & Barry. 2011)(Lewicki, Saunders & Barry. 2011)

Self-Improvement• Seek congruity with your

messages. • Ask for feedback from family,

friends, coworkers, and managers.• Observe others’ responses. (Are

your messages being received?)• Observe a videotape of yourself.• Decide what to change.

(Lumsden & Lumsden, 2005)