Chapter 3.3 Flashcards
Compare the key communication skills that help achieve desired outcomes
Name 5 purposes of questioning in negotiations
- To condition the other party
- To suggest you are naive/unaware of something
- To create an impression that you are more knowledgable about the subject matter than you actually are
- To test the honesty of the other party by, for examples, asking about something you already know the answer to
- To create and sustain movement in a negotiation if it stalls
Name 5 questioning styles
- Open questions
- Closed questions
- Probing questions
- Hypothetical questions
- Multiple questions
Sales tactics
Sales training gives the other party (a sales person) a number of tactics and processes, for example one international sales school promotes ‘open question, open question, open question, closed question’ as a process. Remember to ABC (always be closing)
When are open questions typically used
At the opening and testing stages of negotiation to uncover needs and underlying motives
What do probing questions aim to do
Elicit more detailed information on the back of the answer elicited from open questions
What are probing questions useful for?
To check that the supplier fully understands their offering as well as your needs
When are hypothetical questions useful?
At the testing and proposal stages
What are closed questions a signal of
That the negotiation is moving into the bargaining and potentially closing phases
Effective listening
Remember that you have two ears, two eyes and a mouth, so use your mouth for just 20% of the engagement
Do good listeners usually turn out to be the best negotiators?
Yes
Name 3 pitfalls negotiators may fall into that hinder effective listening
- They think of negotiation as primarily a job of persuasion, and to them, this means talking
- They tend to over-prepare for what they are going to say net and use their listening time just waiting for their next opportunity to speak
- They fail to hear what they do not want to hear
Name the 8 rules of attentive listening
- Be motivated to listen
- Be alert to non-verbal cues
- Do not interrupt when the other party is speaking
- Fight off distractions
- Write everything down
- Listen with a goal in mind
- Give the other party your undivided attention
- React to the message not the person
Hearing and listening. Which is active and which is passive
Hearing is passive and listening is active
Name the 9 different methods to improve listening skills
- Probing
- Encouragers
- Restating
- Summarising
- Reflecting
- Giving feedback
- Emotion labelling
- Validation
- Use pauses and silence
What do push behaviours rely on?
pressure
What do pull behaviours rely on?
Influence
What is push also known as
Directive
What is pull also known as
Collaborative
What is directive/push
An individual-driven persuasion style in which the person seeking to influence another declares their own view/idea in the expectation that it will be accepted and followed by the other
What 4 situations is the directive/push approach most effective?
- The influencer is an expert while the followers are not
- The people being influenced are new/inexperienced
- The situation necessitates very speedy action
- The situation involves a safety or security critical issue or a strict deadline
What is a risk of the directive/push approach
If it is not used effectively the influencer risks developing a reputation for being heavy handed and dictatorial
What is collaborative/pull
A team-oriented persuasion style in which the person seeking to influence another involves the other party in the decision making process. All parties are encouraged to offer views and ideas about the issue
Name 3 scenarios when the collaborative/pull approach is effective
- the influencer needs commitment from the other parties
- The influencer is actively seeking innovative ideas from other
- There is no clear solution to the issue at hand
What is the risk of the collaborative/pull approach
If it is not used effectively or is overused, the influencer risks developing a reputation for being indecisive and weak
What is persuasive reasoning/push
An issue-driven persuasion style in which the person seeking to influence another gets other parties to buy into the influencers idea by presenting them in an impartial, objective, logical and rational way
Name 3 situations where the persuasive reasoning/push is used
- The influencer has a great deal of knowledge about the issue and a high credibility with others
- The situation demands that the influencer gets other to buy-in to an unpopular decision
- Research has identified a ‘best’ answer
What is the risk of the persuasive reasoning/push approach
The influencer risks developing a reputation for being inflexible and stubborn
What is visionary/pull
A persuasion style in which the person seeking to influence another does so by understanding the other party’s emotions and stimulating that party’s imagination to visualise the desired future goal of the influencer
Name 3 situations where you may use the visionary/pull approach
- The organisation has just embarked on a complex change process
- The influencers goal is to attract others attention and stimulate future debate
- The current situation demands innovative thinking
Whats the risk of the visionary/pull approach?
The influencer risks developing a reputation for being idealistic or egotistical
Name 8 types of non-verbal communication in negotiations
- Body posture and movements
- Position of arms, hands and legs
- Facial expressions and hand gestures
- Tone of voice
- Level and type of eye contact
- Involuntary human physical reactions
- Physical contact
- The use by the other party of the physical space between the parties
Neuro-linguistic programming
A scientific approach that suggests a link between speech, thought processes and behaviours
Name 3 of Mehrabians findings about the way in which speakers attitudes and feelings are communicated to the listener
- 7% of this type of information is communicated through words
- 38% of the information is communicated through paralinguistic factors such as volume, pitch and tone of voice
- 55% of the information is communicated through body language and facial expression
What does culture refer to?
The shared values of a society typically defined by a geographical area
Why may modern business negotiators be less sensitive to cultural factors nowadays
Globalisation has led to a blurring of cultural differences
What can recognising cultural differences allow you to do
To anticipate potential threats and opportunities for business encounters with those from other countries
Name 6 situations where international cultural differences may affect negotiations
- When you are buying complex purchases
- When creating partnerships/joint ventures/long-term alliances with foreign suppliers where trust, empathy and mutual understanding are important
- When buying services where your organisation will be engaging with teams of people from other countries
- When the stakes are high and minor misunderstandings can lead to major problems
- When goodwill trust is essential for a good working relationship, as contractual trust is not deemed as important to the other party
- When there are different expectations and norms around the giving and receiving of corporate hospitality gifts
Name the 6 classifications of national cultures according to Hofstede’s cultural dimensions
- Power distance index (PDI)
- Individualism versus collectivisim (IDV)
- Masculinity versus feminity (MAS)
- Uncertainty avoidance index (UAI)
- Long-term orientation versus short-term normative orientation (LTO)
- Indulgence versus restraint (IND)
What is a high power distance index
Acceptance of a heirarchal order in which everyone has a place and which needs no further justification
What is a low power distance index
People strive to equalise the distribution of power and demand justification for inequalities of power
What is individualism
As a preference for a loosely-knit social framework
What is collectivism
Tightly-knit framework in society
What is masculinity
Preference in society for achievement, heroism, assertiveness and material rewards for successes
What is femininity
Stands for a preference for cooperation, modesty, caring for the weak and quality of life
What is a high uncertainty avoidance index
Maintains rigid codes of belief and behaviour and is intolerant of unorthodox behaviour and ideas
What is a low uncertainty avoidance index
Societies maintain a more relaxed attitude in which practise counts more than principles
What is high long term orientation versus short term normative orientation
Pragmatic approach, they encourage thrift and efforts in modern education as a way to prepare for the future
What is low long term orientation versus short term normative orientation
Societies prefer to maintain time-honoured traditions and norms while viewing societal change with suspicion
What is indulgence
Societies that allow relatively free gratification of basic and natural human drives related to enjoying life and having fun
What is restraint
Societies that suppress gratification of need and regulate it by means of strict social norms
Name 6 other factors that may come into play when dealing with international companies
- Trust and payment issues
- Currency risk issues
- Legal and contracting issues
- Communication and logistics issues
- Ethical and environmental issues
- Political issues
What 5 areas do IQ tests look in to
- Visual and spatial processing
- Knowledge of the world
- Linguistic reasoning
- Working memory and short-term memory
- Quantitative reasoning
What is EQ
Its a measure of a persons level of emotional intelligence and refers to an ability to perceive, control, evaluate and express emotions
Name 6 parts of emotional intelligence the EQ test looks in to
- Identifying emotions
- Evaluating how others feel
- Controlling one’s own emotions
- Perceiving how others feel
- Using emotions to facilitate social communication
- Relating to others
What are the two parts of the JCA Global model of emotional intelligence
- personal intelligence
- Interpersonal intelligence
