Transcript Document

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The ability to communicate is not something
that a person is born with. It must be practiced
to be effective.
Not all negotiators communicate successfully.
This does not always mean that they will fail in
negotiating.
When they do fail it is usually because they do
not understand how to negotiate in a crisis.
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Effective communication is more than just
initiating a conversation.
It involves three principles.
The ability to understand
Has to achieve a desired effect.
It involves a degree of trust between the
communicator and the receiver.
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There are seven components in the
communication process
The source of communication
The message
The way it is conveyed
The reciever
Noise
Feedback on the communication
Context
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There are five barriers to effective
communication.
Language
Polarization
Simplistic generalization
Static evaluation
Fact-interference confusion
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The negotiator attempts to communicate in a highly
emotional situation.
The most difficult task for a negotiator to control is his
attitude.
The attitude may be necessary in patrol work but are
dysfunctional to a negotiator.
The negotiator has to be non-threatening, reassuring, and
facilitate ventilation and validation.
Before negotiating the negotiator must ask himself several
questions:
Can I accept what the person has done?
Can I show the person that I care even though I do not agree
with them?
Can I wait and listen long enough to help the person calm
down?
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There are eleven dispute resolution skills:
Listening actively
Identifying the key issues
Articulating the issues
Make the dispute manageable
Avoiding favoritism
Identifying area of agreement
Using I rather than you
Being aware of body language signals
Avoiding stereotypes
Not making statements that back people into corners
Recognizing that people are emotional and allowing
them to vent
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Verbal tactics
Display a concerned, caring, and interested
attitude
Assume the role of a reasonable problem
solver.
Buddy-fellow traveler
Columbo
Compassionate but competent
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There are thirteen techniques of suggestion:
Binds
Double binds
Covering a class of response
Encourage a new frame of reference
Future projection
Embedded questions
Embedded statements
Implied directive
Induced imagery
Interpersonal focusing
Not knowing, not doing
Open ended suggestions
Truism
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Learned skill
There are several barriers
Active listening types:
Paraphrasing
Reflecting feelings
Reflecting meaning
Summative reflections
Minimal encouragement
Open-ended questions
I-message
Effective pauses