Transcript communication

CHAPTER 6
Communication
Warming up Exercise
Q: Are communication skills important?
• Daily life
• Job Wanted (Vacancy)
• Business School: a course offered?
• Business community: on-the-job tasks?
• Its relevance to negotiation?
Q: Are you a competent communicator?
Review of negotiation process: a communication focus
pre-
self-&TOSstrategic
assessment (trust,
planning
credibility,
commitment), strategy
formulation
vis-a-vis
bargain, debate,
solution-crafting
trade-off, compromise
post-
recaping and
deal-drafting
checking, deal-closing
Communication as a sub-process
PHASES
FEATURES OF COMMU
pre-
perceptual error, attributions and biases,
Framing
vis-a-vis
communicative behaviors (VC & NVC),
conduct
post-
recapping and checking, deal-closing
Learning objectives
Primary and ultimate goal: a competent and effective IB
communicator
1. Appreciate/know communication as a means, sub-
process (cf. perception as a sub-process), and its
principles.
2. Heighten/raise your sensitivity to the role of verbal and
nonverbal communication.
3. Sharpen/hone your communication skills by speaking for
effect, proper inquiring, active listening, keen
observing, and stepping into others’ shoes
(sympathizing).
Outline
1.
2.
3.
4.
5.
6.
7.
8.
Basic Principles/Models of Communication
What is Communicated during Negotiation?
How People Communicate in Negotiation?
How to Improve Communication in Negotiation
Special Communication Considerations at the Close
Chapter Summary
Assignment
List of recommended readings
1.1 Basic Models of Communication
A conceptual framework of communication by Shannon and Weaver
(1948), an influential model
Key Elements: Video clip (at the course site)
(1) Senders and receivers: goals & relationship; plus individual
characteristics
(2) Transmitters and receptors: means; appropriate choice of media
(3) Messages: symbolic forms, direct or representative (ambiguity)
(4) Encoding: how messages are framed and shaped, inc. processs
(5) Channels: conduits, e.g. airwave, NIT, channel noise (p.164),
(6) Decoding: translation, interpretation (see Perception,chpt 5)
(7) Meanings: a set of filters by individuals, e.g. a “No”, simple?
(8) Feedback: reaction/response; a silence is also interpreted!
1.2 Distortion in Communication
Communication “work” to the degree that a wide variety of
information---facts, opinions, feelings, preferences, and
experiences---is completely and thoroughly shared, accurately
received and decoded, leading to mutual understanding.
What are the implications for you? OR What are immediate
questions in your mind?
Q: What are potential barriers/stumbling blocks?
Distortions: “Noise” and interferences
e.g. Sender/receiver:
1) The more diverse goals, or the more antagonistic relationship,
the greater likelihood of distortions and errors; 2) Negotiators are
have individual characteristics and different views of world
Then, what about appropriate choice of media (channel)?
2. What is Communicated-a quick tour
A richly researched question aimed at analyzing the
patterns of commu, by a dominance of audiotaping/video-taping role plays (p. 165).
Findings: 70% verbal tactics are integrative; buyer-seller
observes the reciprocity rule (Alexander et al. 1991) A
majority of the communication is not about negotiator
preferences (Carnevale et al. 1981) . The blend of IvsD
content varies as a function of the issues being
discussed, but the content of communication is only
partly responsible for outcomes.
Followed is a discussion of five different categories of
communication during negotiation and an inquiry of
whether more communication is always better than less.
2. What is communicated –Five categories
Five categories (pp. 165-67)
1. Offers, Counteroffers, and Motives:
2. Information about Alternatives
3. Information about Outcomes
4. Social Accounts
5. Communication about Process
Q: Is more Information Always Better? (p167-69)
2. What is the communicative process about? (1)
1. Offers, Counteroffers, and Motives
Significantly, a bargaining session is featured by offers
and counteroffers.
Negotiator preferences and motives behind rational
behaviors. (ref. Tutzauer’s assumption (p.165): any
question?)
A communicative framework for negotiation:
(assumption, p.166)
This communicative process constantly revises the
parameters of the negotiation, eventually narrowing the
bargaining range and guiding the discussion towards a
settlement point.
2.--- Information about Alternatives (2)
• Exchange of offers and counter-offers, plus alternatives
Another line of inquiry: how sharing information with
TOS influences the negotiation process?
Findings(p.166): a sheer possession of an attractive
BATNA is in-adequate; to let TOS learn about it is
necessary and how (tone and style) to do it is all the
more important.
Note the marked difference in effect btwn a polite (even
subtle style VS an imposing or condescending manner!
Learning focus: Any how-to implications for you?
2. --- Information about Outcomes(3)
Inquiry How winners and losers evaluated their negotiation
outcomes: a focus on the effects of sharing different types
of information. Simply put, “Satisfied/pleased with the
outcome or not ”
Findings (Thompson et al. 1995; Novemsky & Schweitzer)
Taken together (pp. 166-7), these findings suggest that
negotiators be cautious about sharing their outcomes or
even their positive reactions to outcomes with TOS,
especially if they are going to negotiate with that party
again in the future. (why?)
( “catching up with the Joneses” (acronyms: GHL vs GDP)
Also, negotiators should evaluate their own success
before learning about TOS’ evaluations of the outcomes.
2. --- Social Accounts (4)
Social accounts 公告,报道: Negotiators use types of
information to explain things to TOS (e.g. J.F.
Kennedy’s confession to Khrushchev)
A review by Sitkin& Bies (1993): 3 types of explanations
1）Mitigating circumstances; 2）exonerating
circumstances; 3）Reframing explanations (e.g. shortterm pain for long-term gain)
Inferences (suggestions/proposals) by Sitkin& Bies:
Multiple-explanations negotiators are more likely to
have better outcomes and
the negative effects of poor outcomes can be alleviated
by communicating explanations for them.
Any implications?
2. --- Communication about Process (5)
Inquiry/concern: How well is it going or what procedures
might be adopted to improve the situation?
A study by Brett et al. (1998) on what communication
strategies in negotiation help keep TOS “in the game” or
reach ideal (optimal) rather than less-than-ideal (suboptimal) outcomes.
Findings (effective tactics): Calling attention to TOS’
contentious actions and explicitly labeling the process as
counterproductive.
Inferences (ibid): Brett and her colleagues suggest that
negotiators seeking to break out of a conflict spiral should
resist the natural urge to reciprocate contentious
communication from TOS. (p. 167)
2. ---Is more information always better?
• Information-is-weakness effect, i.e. receipt of too much information
during the negotiation may actually be detrimental, but possibly
true of very specific circumstances; for instance, Brodt’s
simulation study (1994) concluded that “having more information
enhanced the negotiator’s strength” (p.168)
O’Connor(1997)’s experimental study: An utter exchange of
information (having more information) does not automatically
translate into better outcomes; nor does it automatically result in the
“Information is weak” effect. Rather, the effect depends on the
type of issues being discussed and the negotiator’s motivation to
use the information.
Then, how to manage f2f negotiation?
Guidelines (see Box 6.1 Staying Clear-headed at the Negotiating
Table) (p. 168): Any questions?
3. How People Communicate in Negotiation
1. the characteristics of language that communicators use,
How to make threats (p.169)? And How to do things
with words? TBCed with ex.
2. the use of non-verbal communication,
Name some NV communicative behaviors!
3. the selection of a communication channel
Effects of media on negotiation outcomes? (e-negotiation)
4. How to Improve Communication in Negotiation
Questions to ponder:
Which takes a big percentage of communication in
negotiation?
Inquiring
Observing
Speaking
Listening
Which is more in communication, VC or NVC?
Suggested answer: an iceberg metaphor
90% of the iceberg submerged beneath the water is
the strategy and the planning of the negotiation;
the tip of the iceberg is the negotiation itself, where
75% of this tip involves active listening and
25% communicating ideas, proposals, suggestions,
alternatives and what you want from the negotiation.
4.1 Use of Questions
• Questions essential to negotiations
Securing information about the other party’s position,
supporting arguments, and needs.
And other functions. What else, then?
• Nierenberg proposed that questions could be divided
into two basic categories: manageable (p. 177) and
unmanageable (p.177)
And
tough questions (p.178).
4.2 Listening
• There are 3 major forms of listening:
(1) Passive listening
(2) Acknowledgement
(3) Active listening
• Athos and Gabarro(1978) note that successful reflective
responding (p.176,179) is a critical part of active
listening (ex. Available at the course site).
• Active listening is highly advisable/laudable in seeking
more fully about their feelings, priorities, frames of
references, and, by extension, the positions they are
taking.
4.3 Role Reversal
• Role reversal (ex.), maybe useful for improving
communication and the accurate understanding and
appreciation of the other party’s position in negotiation.
Maybe most useful during the preparing stage of
negotiation or during a team caucus.
• However, increasing understanding does not necessarily
lead to easy resolution of conflict, particularly when
accurate communication reveals a fundamental incompatibility in the position of two sides.
active listening
Reflective responding: re-stating or para-phrasing:
1) “I don’t know how I am going to un-tangle this messy
problem.”
(You’re really stumped on how to solve this one.)
2）“Please, don’t ask me about that now.”
(Sounds like you’re awfully busy right now.)
3）“I thought the meeting today accomplished nothing.”
(You were very disappointed with our session.)
5. Special Communication Considerations at the Close
• Avoiding Fatal Mistakes
Achieving closure in negotiation generally involves
making decisions to accept offers, to compromise
priorities, to trade off across issues with TOS, or to take
some combination of these steps.
Such decision making process can be divided into four
key elements: framing, gathering intelligence, coming to
conclusions, and learn from feedback.(p.180) Also here,
watch out for decision traps!
5. Special Communication Considerations at the Close
• Achieving Closure (Gray Karrass’s advice)
1 to know “when to shut up”, to avoid surrendering
important information needlessly, and to refrain from
making “dumb remarks” (that push a wavering
counterpart away from the agreement he or she is almost
ready to endorse.)
2. to recognize TOS’s faux pas and dumb remarks.
3. to watch out for last-minute problems, such as nit-picking
or second- guessing by authority away from the
negotiating table.
4. to make sure of the communicative quality of the final,
written agreement (Box 6.3, Do You Have a “Good”
Agreement? By Blair Sheppard, p.181)
6. Chapter Summary
• This chapter opens a discussion of elements of the art
and science of communication relevant to negotiation.
Miscommunication abounds.
Followed is a discussion about what is communicated
during negotiation.
• To close up, it addresses (1) how to improve
communication in negotiation, (2) special
communication considerations at the close of
negotiation.
Concluding remarks
• 1st step: basic principles of communication
• 2nd: practice! Learn actively and purposefully!
continual self-development (guidebooks, training
programs, peer-review, self-reflection, etc.)
7. Assignment
Watch videos:
1. Body language
2. Negotiating culturally
3. Cross-cultural communication
Self study: developing skills
1. reflective questions (ppt)
2. tactics towards agreement (ppt);
3. effective use of questions (case illustration, ppt);
4. use of conditionals (ppt);
5. self-study (complaints: case illustration and simulation);
6. self-test. are you a good listener?
7. Restatement (case illustration)
8. List of recommended readings
1. Excerpt. NVC (posture)
2. Extract. How to make the message effective? Reflect
on the different impact of pairs of Dos and Don’ts
3. Excerpt. People Negotiate Differently by E-Mail
4. Excerpt. Negotiating by Telephone and Fax (case
illustration)
5. NVC (Barshefsky) (case）