DRM 2053

Negotiation
Techniques
DR HJH AIDA NASIRAH ABDULLAH
NEGOTIATION 7e
Lewicki Saunders
Barry

UNIVERSITI PERTAHANAN NASIONAL MALAYSIA

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Week 8

COMMUNICATION
IN
NEGOTIATION
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distribution without the prior written consent of McGraw-Hill Education.

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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
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distribution without the prior written consent of McGraw-Hill Education.

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BASIC MODELS OF COMMUNICATION

Communication is an activity that
occurs between two people: a sender
and a receiver
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 the message was received and by
becoming a sender and responding to,
building on, or rebutting the original
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referred
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written consent of McGraw-Hill
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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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distribution without the prior written consent of McGraw-Hill Education.

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DISTORTION IN COMMUNICATION
3. Encoding
The process by which messages are put into

symbolic form
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
interference
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distribution without the prior written consent of McGraw-Hill Education.

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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
others 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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distribution without the prior written consent of McGraw-Hill Education.

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DISTORTION IN COMMUNICATION
7. Feedback
The process by which the receiver reacts to

the senders message

Can be used strategically to induce
concessions, changes in strategy, or alter
assessments of process and outcomes
Absence of feedback can contribute to
significant distortions by influencing the
offers negotiators make

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distribution without the prior written consent of McGraw-Hill Education.

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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
Communication about process
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distribution without the prior written consent of McGraw-Hill Education.

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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 half of the

process has a significant impact on their

ability to generate integrative solutions
with high joint gains

Is more information always better?

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Thewithout
effect
of exchanging
information

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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
Adjusting body position
Nonverbally encouraging or discouraging
what the other says

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distribution without the prior written consent of McGraw-Hill Education.

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HOW PEOPLE COMMUNICATE

IN NEGOTIATION
Selection of a communication channel
Communication is experienced differently
when it occurs through different channels
People negotiate through a variety of
communication media by phone, in
writing and increasingly through electronic
channels or virtual negotiations
Social bandwith distinguishes one
communication channel from another.
the ability of a channel to carry and convey

subtle social cues from sender to receiver

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distribution without the prior written consent of McGraw-Hill Education.

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FOUR BIASES THAT THREATEN

E-MAIL NEGOTIATIONS
1. Temporal synchrony bias

Tendency for negotiators to behave as if

they are in a synchronous situation
when they are not

2. Burned bridge bias

Tendency to do risky things during email that would not be used in a face-toface encounter

3. Squeaky wheel bias

Tendency to use a negative emotional

style

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4. Sinister attribution bias

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HOW TO IMPROVE
COMMUNICATION IN NEGOTIATION
Use of questions: two basic categories
Manageable questions
cause attention or prepare the other persons

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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distribution without the prior written consent of McGraw-Hill Education.

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HOW TO IMPROVE
COMMUNICATION IN NEGOTIATION
Use of questions: two basic categories
Unmanageable questions
cause difficulty
Where did you get that dumb idea?
give information
Didnt you know we couldnt afford this?
bring the discussion to a false conclusion
Dont you think we have talked about this enough?

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distribution without the prior written consent of McGraw-Hill Education.

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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
paraphrase the senders message in their
own language

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distribution without the prior written consent of McGraw-Hill Education.

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HOW TO IMPROVE
COMMUNICATION IN NEGOTIATION
Role reversal
Negotiators understand the other partys
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
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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
Refrain from making dumb remarks
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distribution without the prior written consent of McGraw-Hill Education.

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