McGraw-Hill/Irwin Copyright © 2010 by The McGraw-Hill Companies, Inc. All rights reserv ed. CHAPTER SIX Communication Communication in Negotiation Communication processes, both verbal and nonverbal, are critical to achieving negotiation goals and to resolving conflicts. • Negotiation is a process of interaction • Negotiation is a context for communication subtleties that influence processes and outcomes 6-3 Basic Models of Communication Communication is an activity that occurs between two people: a sender and a receiver • A sender has a meaning in mind and encodes this meaning into a message that is transmitted to a receiver • A receiver provides information about how the message was received and by becoming a sender and responding to, building on, or rebutting the original message (processes referred to as “feedback”) 6-4 Distortion in Communication 1. Senders and receivers (individual communicators) – The more diverse their goals or the more antagonistic they are in their relationship, the greater the likelihood that distortions and errors in communication will occur 2. Messages – The symbolic forms by which information is communicated – The more we use symbolic communication, the more likely the symbols may not accurately communicate the meaning we intend 6-5 Distortion in Communication 3. Encoding – The process by which messages are put into symbolic form – Senders are likely to encode messages in a form which receivers may not prefer 4. Channels and media – The conduits by which messages are carried from one party to another – Messages are subject to distortion from channel noise or various forms of interference 6-6 Distortion in Communication 5. Reception – The process of comprehension by receiving messages and decoding them into an understandable form – It might not be possible to capture fully the other’s meaning, tone or words 6. Interpretation – Process of ascertaining the meaning and significance of decoded messages for the situation to go forward – An important way to avoid problems is by giving the other party feedback 6-7 Distortion in Communication 7. Feedback – The process by which the receiver reacts to the sender’s message – Can be used strategically to induce concessions, changes in strategy, or alter assessments of process and outcomes – Absence of feedback can contribute to significant distortions by influencing the offers negotiators make 6-8 What is Communicated during Negotiation? • Offers, counteroffers, and motives • Information about alternatives • Information about outcomes • Social accounts – Explanations of mitigating circumstances – Explanations of exonerating circumstances – Reframing explanations • Communication about process 6-9 Communication in Negotiation: Three Key Questions • Are negotiators consistent or adaptive? – Many negotiators prefer sticking with the familiar rather than venturing into improvisation • Does it matter what is said early in the process? – What negotiators do in the first half of the process has a significant impact on their ability to generate integrative solutions with high joint gains • Is more information always better? – The effect of exchanging information depends on the type of issues being discussed and the motivation to use the information 6-10 . McGraw-Hill Companies, Inc. All rights reserv ed. CHAPTER SIX Communication Communication in Negotiation Communication processes, both verbal and nonverbal, are. Negotiation is a context for communication subtleties that influence processes and outcomes 6-3 Basic Models of Communication Communication is an activity