Chapter 7: Communication

Question 1

What constitutes as communication in negotiation

Answer 1

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

Verbal
- use of language

Non-verbal
- making eye contact
- adjusting body position

Question 2

What are distortions in communication (List 7)**

IMECRIF

Answer 2

1. Individual communicators (the individual)
   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 – Content, tone, etc
    (The more we use symbolic communication, the more likely the symbols may not accurately communicate the meaning we intend**)
3. Encoding
   - the process by which messages are put into symbolic form
4. Channels and media
   - messages are subject to distortion from channel noise or other form of interference
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 meaning and significance of decoded messages for situation to go forward
   - important way to avoid problems is by giving other party feedback
7. Feedback
   - process of how receiver reacts to sender’s message
   - absence of feedback can contribute to distortions by influencing offers negotiators make

Question 3

How to improve communication in negotiation

Answer 3

1: Via Listening

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 paraphrase the sender’s message in their own language

• Negotiators understand the other party’s positions by actively arguing these positions until the other party is convinced that he or she is understood
  “You have no idea because you have never been in my shoes…”

Question 4

What is the positive/negative impact of the role reversal technique

Answer 4

Positive: Effective in producing cognitive changes and attitude changes
- assumption is to understand roles accurately

Negative: if person has experienced being in the same role but still fails to understand –> sucks

Question 5

How should one respond to tough situations

(Situation- Possible Response) (List 6)

Answer 5

1. Take it or Leave it
   - Is it okay if I took some time to think about it
2. Pressured towards unreasonable deadline
   - What is so special about deciding this afternoon? Can we wait till tomorrow instead?
3. Highball or Lowball
   - What is your reasoning behind this offer?
4. Impasse
   - What can we do to close the gaps in our negotiations
5. If challenged when offer is unfair
   - share with me what you think is a fair offer
6. Attempt to pressure control and manipulate
   - Can you share with me your sources of pressure for concluding these negotiations?

Question 6

What are some special communication considerations to note at the end of negotiations (list 2)

Answer 6

• Avoiding fatal mistakes
   Avoid surrendering important information needlessly (ethical considerations e.g. defects, delays, etc.)
   Refrain from making “dumb remarks” – “actually I was prepared to pay more…”
• Achieving closure
  Accept offers, compromise priorities, do trade offs