Communication and Negotiation

Communication Techniques A number of communication techniques are developed for negotiation purposes. These require constant practice by all negotiators. The areas covered are: Using Questions to Build Agreement Listening Skills Body Language in Negotiation
2/11/2013

Dr. H. Gayathri

Dr. H. Gayathri

Using Questions to Build Agreement

Use : Open Ended Question Technique. Reflective Question Technique. Hypothetical Question Technique.

2/11/2013

Dr. H. Gayathri

Dr. H. Gayathri

1. Ask on Open-Ended Question (OQ) to open up communication. Seek a genuine expression of the OPs opinion. Get their complete viewpoint, and underlying feelings.

This lets them know you are interested and boosts their esteem.
(Hint: Start with the words How? What?).

Wait before replying and allow them to express themselves fully.

Beware of your urge to respond quickly and cut OP off. Use Active Listening to locate the collaborative common ground.
2/11/2013

Dr. H. Gayathri

Dr. H. Gayathri

Before responding with your point of view Build rapport be empathic Ask a Reflective Question (RQ).
Seek to show you really understand their viewpoint / feelings.

Listen for their key words and the underlying emotional content.
Paraphrase and mirror back the key collaborative point using a RQ. (Hint : Start with words So, you feel/think that?). Carefully phrase your question to get a positive yes response. Be carefully not to imply any judgment or to simply parrot their point. Dr. H. Gayathri 2/11/2013
Dr. H. Gayathri

 The fact that you dont resist and are not immediately evaluative creates rapport, increases trust, encourages further expression, and gently leads the OP to either modify their opinion or simply to confirm that you understand them correctly.

Seek to move their argument away from the areas of disagreement by reflecting back the common ground areas of mutual agreement.
You may need to ask several opening up and / or reflecting back questions before moving the negotiation forward.
2/11/2013

Dr. H. Gayathri

Dr. H. Gayathri

Finally, when you have to make a Statement, consider using a Hypothetical Question (HQ) or make the statement hypothetically.
Statements are often considered as being competitive by the OP as they are your views and do not indicate and interest in the OPs needs. Additionally, statements commitments. lock you in as they are

If the OP does not agree they may respond by attacking your statement, or defending their position, creating more conflict. Asking a Hypothetical Question avoids this as it tentatively tests the water without your becoming committed. (Hint : Start with the words What if?
2/11/2013

Dr. H. Gayathri

Dr. H. Gayathri

Phases of the Negotiation Session

Skilled negotiators prepare for managing phases as part
of overall strategy. This is particularly important when making decisions

regarding the pacing of the negotiation, when to

introduce tactics, seek and make concessions, and move

to final settlement offers.

2/11/2013

Dr. H. Gayathri

Dr. H. Gayathri

Introductory Phase
Take process control from the outset ( and maintain the

momentum).
Settling-in (introductions, general small talk).

Building common ground at both personal and

organizational levels. Climate development (opening remarks generating positive response).
2/11/2013

Dr. H. Gayathri

Dr. H. Gayathri

Differentiation Phase
Opening moves establishing the outer limits of the negotiation. Clarification of issues and testing of interests. Conflict management (healthy to have clear display of differences). Keep discussion of differences at organizational level. Separate conflict between parties from antagonism between people.
2/11/2013

Dr. H. Gayathri

Dr. H. Gayathri

Integration Phase
Active reconnoitering of the negotiating range. Managing transition from position stating to problem solving. Carefully monitor style and climate variables.

2/11/2013

Shift from focus on the past to focus on the future.

Searching for options and building common ground. Planned tactical concession-making.
Dr. H. Gayathri
Dr. H. Gayathri

Settlement Phase
Summarizing, recapitulation of the common ground. Final offers (Credible, clear commitment, give prominence). If OP not final authority, get agreement-in-principle. Lock in at both the organizational and personal levels.
2/11/2013

Dr. H. Gayathri

Dr. H. Gayathri

Post Settlement
Implementation of agreement, monitoring compliance. Maintain OPs esteem, building relationship for next time.

2/11/2013

Dr. H. Gayathri

Dr. H. Gayathri

Pre-Negotiation

Formal Negotiation

Post Negotiation

Swot Analysis Define Outcome/ Objectives/ Alternatives Collect facts / figures How / How much Profile TOP Tactics, Strategy, Risk Analysis External Influence Personal Rapport Define Range Worst/Best Scenario MEMO (Meet early meet often) External help / Assistance Y

X X X

O O O

Evaluation / Review of the outcome Did well? Do differently Implementation / Action Plan Legal Compliance Review meeting Impact Analysis Rebuild relationship (especially if the deal does not come through / or long term interest Documentation (Locking in what has been agreed upon) (Documentation is a very important aspect of negotiation)
Z A

X
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Negotiation is an on-going process Not an one off Event. Gayathri Dr. H.

Dr. H. Gayathri

TIME

Phases of Negotiation

C
Introductory Small talk Getting to know TOP Establish common ground No content Climate Management O P E N I N G T A C T I C

O M M O N G R O U N D

F I N A L O F F E R

Settlement Lock in Contract MOU/Terms & Conditions Minutes Action Plan Celebrate

2/11/2013

Dr. H. Gayathri

Dr. H. Gayathri