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NEGOTIATION 7eLewicki ▪ Saunders
▪ Barry
RM 2053
Negotiation
Techniques
DR HJH AIDA NASIRAH ABDULLAH
UNIVERSITI PERTAHANAN NASIONAL MALAYSIA
1-12-1
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Week 8
COMMUNICATIONIN
NEGOTIATION
$-2
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COMMUNICATION IN NEGOTIATION
Communication processes, both verbaland nonverbal, are critical to achieving
negotiation goals and to resolvingconficts.
& Negotiation is a process o interaction
& Negotiation is a context orcommunication subtleties thatinfuence processes and outcomes
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BASIC MODELS OF COMMUNICATION
Communication is an activity thatoccurs between two people: a sender
and a receiver & sender has a meaning in mind andencodes this meaning into a messagethat is transmitted to a receiver
& receiver provides inormation abouthow the message was received and bybecoming a sender and responding to,building on, or rebutting the original
message !processes reerred to as" $
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DISTORTION IN COMMUNICATION
1. &enders and receivers !individualcommunicators% 'he more diverse their goals or the moreantagonistic they are in their relationship,
the greater the li#elihood that distortionsand errors in communication will occur
(. )essages 'he symbolic orms by which inormation is
communicated 'he more we use symbolic communication,the more li#ely the symbols may notaccurately communicate the meaning weintend
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DISTORTION IN COMMUNICATION
*. +ncoding 'he process by which messages are put intosymbolic orm
&enders are li#ely to encode messages in a
orm which receivers may not preer
. Channels and media 'he conduits by which messages are carriedrom one party to another
)essages are subect to distortion romchannel noise or various orms ointererence
(-(
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DISTORTION IN COMMUNICATION
. /eception 'he process o comprehension by receivingmessages and decoding them into anunderstandable orm
0t might not be possible to capture ully theothers meaning, tone or words
2. 0nterpretation 3rocess o ascertaining the meaning and
signi4cance o decoded messages or thesituation to go orward
n important way to avoid problems is bygiving the other party eedbac#
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DISTORTION IN COMMUNICATION
5. 6eedbac# 'he process by which the receiver reacts tothe senders message
Can be used strategically to induce
concessions, changes in strategy, or alterassessments o process and outcomes
bsence o eedbac# can contribute tosigni4cant distortions by infuencing the
o7ers negotiators ma#e
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!AT IS COMMUNICATED
DURING NEGOTIATION"& 87ers, countero7ers, and motives
& 0normation about alternatives
& 0normation about outcomes
& &ocial accounts +xplanations o mitigating circumstances
+xplanations o exonerating circumstances/eraming explanations
& Communication about process
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COMMUNICATION INNEGOTIATION#T!REE $E% &UESTIONS
& re negotiators consistent or adaptive9)any negotiators preer stic#ing with the
amiliar rather than venturing intoimprovisation
& oes it matter what is said early in theprocess9
;hat negotiators do in the 4rst hal o theprocess has a signi4cant impact on theirability to generate integrative solutionswith high oint gains
& 0s more inormation always better9 'he e7ect o exchanging inormation
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!O 'EO'LE COMMUNICATE
IN NEGOTIATION
& <se o language =ogical level !proposals, o7ers%
3ragmatic level !semantics, syntax, style%& <se o nonverbal communication)a#ing eye contactdusting body position
Nonverbally encouraging or discouragingwhat the other says
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!O 'EO'LE COMMUNICATE
IN NEGOTIATION
& &election o a communication channelCommunication is experienced di7erently
when it occurs through di7erent channels 3eople negotiate through a variety ocommunication media > by phone, inwriting and increasingly through electronicchannels or virtual negotiations
&ocial bandwith distinguishes onecommunication channel rom another.the ability o a channel to carry and convey
subtle social cues rom sender to receiver
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FOUR BIASES T!AT T!REATEN
E(MAIL NEGOTIATIONS
1. 'emporal synchrony bias 'endency or negotiators to behave as i
they are in a synchronous situationwhen they are not
(. ?urned bridge bias 'endency to do ris#y things during e-
mail that would not be used in a ace-to-ace encounter
*. &@uea#y wheel bias 'endency to use a negative emotional
style
. &inister attribution bias
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!O TO IM'RO)E
COMMUNICATION IN NEGOTIATION
& <se o @uestions: two basic categories)anageable @uestions
cause attention or prepare the other personsthin#ing or urther @uestions:& ")ay 0 as# you a @uestion9$
getting inormation& "Aow much will this cost9$
generating thoughts& "o you have any suggestions or improving this9$
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!O TO IM'RO)E
COMMUNICATION IN NEGOTIATION
& <se o @uestions: two basic categories<nmanageable @uestions
cause diBculty& ";here did you get that dumb idea9$
give inormation& "idnt you #now we couldnt a7ord this9$
bring the discussion to a alse conclusion
& "ont you thin# we have tal#ed about this enough9$
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!O TO IM'RO)ECOMMUNICATION INNEGOTIATION
& =istening: three maor orms1. 3assive listening: /eceiving the message
while providing no eedbac# to the sender(. c#nowledgment: /eceivers nod their
heads, maintain eye contact, or interectresponses
*.ctive listening: /eceivers restate orparaphrase the senders message in theirown language
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!O TO IM'RO)E
COMMUNICATION IN NEGOTIATION
& /ole reversal Negotiators understand the other partys
positions by actively arguing thesepositions until the other party isconvinced that he or she is understood
0mpact and success o the role-reversaltechni@ue
1. +7ective in producing cognitive changesand attitude changes(. ;hen the positions are compatible, li#ely to
produce acceptable results when thepositions are incompatible, may inhibitpositive change
*. Not necessarily e7ective overall as a
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S'ECIAL COMMUNICATIONCONSIDERATIONS AT T!E CLOSEOF NEGOTIATIONS
& voiding atal mista#es Deeping trac# o what you expect to
happen &ystematically guarding yoursel againstsel-serving expectations
/eviewing the lessons rom eedbac# orsimilar decisions in the uture
& chieving closurevoid surrendering important inormationneedlessly
/erain rom ma#ing "dumb remar#s$