Chapter 7.
Communication
Negotiation and Conflict Resolution Class
Communication Process
Encoding : Process of “symbolize the message”
Decoding : Process of “retranslate the message”
Noise : Disturbance that interfere the communication process
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Barriers of communication
Manager needs to consider several barriers that can distort interpersonal
communication process
1. Cognitive Barriers
• Information overload : Information exceeds our processing capacity
• Filtering : Manipulate information to satisfy the receiver
2. Psychological Barriers
• Verbal intonation : Emphasis gives to words in order to convey meaning
• Body Language : Body movement that convey meaning
• Emotion
3. Sociocultural Barriers
• Jargon : terminology or language that members of a group use to
communicate
• Ethnocentrism : Tendency to consider one’s culture is more superior
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What Is Communicated during
Negotiation?
•
•
•
•
Offers, counteroffers, and motives
Information about alternatives
Information about outcomes
Communication about process
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How People Communicate in
Negotiation
• Use of language
– Logical level (proposals, offers)
– Pragmatic level (semantics, syntax, style)
• Use of nonverbal communication
– Making eye contact
– Adjusting body position
– Nonverbally encouraging or discouraging what the
other says
• Selection of a communication channel
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Improving Communication in
Negotiation
• Use of Questions
1. Manageable
2. Unmanageable
• Listening
1. Passive listener
2. Acknowledgement
3. Active listener
• Role Reversal
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Use of Questions
Unmanageable
• Cause difficulty
“Where did you get that dumb idea?”
• Give information
“Didn’t you know we couldn’t afford this?”
• Bring the discussion to a false conclusion
“Don’t you think we have talked about this
enough?”
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Use of Questions
Manageable
• Cause attention or prepare the other
person’s thinking for further questions:
“May I ask you a question?”
• Getting information
“How much will this cost?”
• Generating thoughts
“Do you have any suggestions for improving
this?”
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Listening
Passive listening: Receiving the
message while providing no
feedback to the sender
Acknowledgment: Receivers nod
their heads, maintain eye contact,
or interject responses
Active listening: Receivers restate
or paraphrase the sender’s
message in their own language
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Role Reversal
Negotiators understand the other party’s
positions by actively arguing these positions
until the other party is convinced that he or she
is understood
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