COMMUNICATION SKILLS DURING NEGOTIATION

HEMANG DESAIENTREPRENEURSHIP DEVELOPMENT INSTITUTE OF INDIA,

GANDHINAGAR

Objectives of the Session

To understand the process of communication.

To understand the importance of communication during the negotiation process.

To understand the various dimensions as well as components of communication.

COMMUNICATION SKILLS

What I hear I forget What I See

I remember

What I do I know & understand

- Confucius

What is communication?

A process of sharing an idea, information or concept in our interaction or interface with other persons.A process of achieving understanding between people.

Communication is…

(in Latin, which means “to share” or “to have

in common)

Originated from the word “Communiqe”

What is communication?

Communication is sharing of ideas, opinions, or information with one or more people.

Levels of Communication

Intra individual Communication Interpersonal Communication Intra organisational Communication Extra organisational Communication Technological Communication.

Sender Encoding Message Decoding Receiver

Feedback

Communication Cycle

Factors affecting Communication

Relationship between the parties Attitude towards Self as well as the other

party. Attitude towards knowledge of Self and the

others on the matter. Socio-Cultural Differences

Communicator as a Negotiator.

Clear Presentation Presentation according to the listener’s

needs Credibility has to be established Evidence to support one’s argument Emotions expressed must be genuine

A Checklist for Effective Communication during Negotiation

Plan all communications. Make sure that you have your message clear in your

own mind before you try to pass it on to others. Phrase it in language the receiver understands. Be yourself - be natural - be relaxed. Keep to the point - don't ramble. Be positive. Put yourself in the recipient's shoes - what are their

needs, interests, motivations?

Checklist (cont.)

Illustrate the points - use examples, anecdotes, visual aids.

Don't be patronising. Avoid mannerisms. Use paper for facts, but word of mouth for reasons. Get the official story out first and ''beat the

grapevine''. Ask plenty of questions (what, why, who, how,

when, where?).

Checklist (cont.)

Be a good listener. Judge the content, not the delivery. Don't over-react. Be flexible. Resist distractions. Exercise the mind. Keep an open mind.

Contents of the Negotiation communication. Information / Facts / Figures Opinions / References Conclusions

Keys to Effective Communication during Negotiations.

Give and get definitions. Don’t assume. Ask Questions. Speak the same language. Stay tuned in. Give feedback on the behavior, not the person. Withholding feedback

7 ‘C’ s of Communication during Negotions. Candid Clear Complete Concise Concrete Correct Courteous

How to Communicate during Negotiations ? Create parity, consistency and consensus as

much as possible. Create appropriate expectations in listener. Think from listener’s point of view. Break the instructions into simple steps. Use ‘signposts’ to let the listener know what

you are going to do next.

How to…..? (cont.)

Periodically summarize what you have told so far.

Emphasize the main points. Encourage feedback. Proceed with the instructions at a speed

determined by the ability of the listener to comprehend.

Use simple language.

TYPES of Communication

Verbal Communication

Verbal Communication

Written & Oral.

Formal & Informal

Direct & Indirect

Vertical & Horizontal

Non Verbal Communication

Body Language Gestures Posture Voice Image

A symbol telling us “NO

PARKING

HOSPITAL

Anger

Smile

A Smile

A smile costs nothing, but gives much,

It enriches those who receive,

Without making poorer those who give.

It takes a moment,

But the memory of it sometimes lasts forever.

Some people are too tired to give you a smile

Give them one of yours,

As none needs a smile so much

As he who has none to give.

Can you recognise this?

Sadness

Non Verbal Communication

Body Language Gestures Posture Voice Image

“ … as the tongue speaketh to the ear, so the hand speaketh to the eye.”

Francis Bacon(1605)

“ The peoples of the world are islands shouting at each other across a sea of misunderstanding”

Mark Twain

Barriers to Communication

Filtering Lack of motivation on either side Jargons Non-clarity of Ideas Language

Barriers to Communication (continued) Sender has low credibility. Situations & circumstances. Strong Emotions in either Sender or

receiver. Fields of experience.

Barriers to Communication (continued)From the world around us Clutter Noise Shrinking attention Spans

Two people sharing a thought or feeling is no less a wonder. Think of the possible slip ups in any dialogue:

1. What you mean to say.

2. What you actually say.

3. What the other person hears.

4. What they think they hear.

5. What they want to say in reply.

6. What they do say in reply.

7. What you think they say, and so on.