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.


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?


Models

Graphic source: www.shkaminski.com

http://www.shkaminski.com/Classes/Handouts/Communication%20Models.htm


Berlo’s Model, 1960

Graphic source: www.sciencedirect.com


Inference

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

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


Intentional Behavior

Worth, 1981

http://astro.temple.edu/~ruby/wava/worth/svscom.html


Communication during Negotiation

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

– Mitigating circumstances– Exonerating circumstances– Reframing

• Process


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.


How People Communicate • Language:

– Logical level (proposals, offers)

– Pragmatic level (semantics, syntax, style)

• Nonverbal– Eye contact– Body position– Nonverbally reaction


How People Communicate

• Channels– Different experiences

per channel

– Multiple vehicles

– Social bandwidth varies

• Subtlety


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


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


Improving Communication

1. Questions

2. Listening

3. Role reversal


Manageable Questions• Attention

– “May I ask you a question?”

• Information

– “How much will this cost?”

• Thoughts

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


• 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


Listening

1. Passive

2. Feedback

3. Active

Listen

Give Time

Restate

Summarize

Ask Questions

Provide Solutions


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.


Closing Communications• Fatal mistakes

– Expectations

– Guarding

– Reviewing feedback

• Closure– Avoid surrendering

– “Dumb remarks”


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)

negotiation - communication

Education