CRAB LEGS

Communication in Negotiation

What we communicate is as important as how we communicate. In fact, many times, the inability of negotiators to reach a mutually beneficial or agreeable solution can be explained as much by differing goals as it can by differences in how we directly and indirectly share and interpret the messages within the negotiation process.

THE COMMUNICATION PROCESS

The communication process begins when a communicator (the sender) decides that a message needs to be sent and encodes this message according to their own perceptions, experiences, and abilities.

Next, the sender determines which communication channel the method or medium—is most appropriate to use to convey the message.

The encoded message travels across the chosen communication channel and is then decoded (by the receiver) who interprets (decodes) the message according to his own perceptions, abilities, and experiences

BARRIERS TO EFFECTIVE

COMMUNICATION

Information overload occurs when the volume of information a person receives exceeds his capacity to process it.

Receiver Issues

Another issue relates to the receiver’s readiness to receive the message being sent.

Environmental Issues

Noise is any distortion factor that blocks, disrupts, or distorts the message sent to the receiver, interfering with the communication process.

LISTENING BEHAVIOR

Listening, a critical component of the negotiation process, goes beyond merely hearing what another person is saying to constructing meaning from all the verbal and nonverbal signals the speaker is sending.

Passive listening occurs when one is trying to absorb as much of the information presented as possible.

Attentive listening occurs when one is genuinely interested in the speaker’s point of view

Active or empathetic listening is the most powerful level of listening and requires the greatest amount of work on the part of the listener.

NONVERBAL COMMUNICATION

The communication process involves much more than just the spoken word.The nonverbal component of communication comes in many forms. Some messages we send nonverbally are deliberate and conscious.

Our posture also communicates interest in the speaker and her message. We also use gestures in negotiation. Sometimes we use gestures to let the speaker know that we are interested and to encourage him to continue.

Proxemics is the study of what you communicate by the way you use inter�personal space.

COMMUNICATION IN VIRTUAL NEGOTIATIONS

The ability to negotiate virtually—via phone, fax, email, synchronous chat and teleconferencing—brings with it benefits and challenges. One of the obvious benefits of utilizing electronic methods of communication, instead of or in concert with face-to-face methods, is the cost savings.

In addition, once the negotiation moves from face-to-face to virtual channels, the parties benefit from the ability to take the time to gather necessary data and think through their responses, unlike the irresistible urge to respond immediately in a face-to�face negotiation to avoid silence.