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L4M5 - Commercial Negotiation > Chapter 3.3 > Flashcards

Chapter 3.3 Flashcards

Compare the key communication skills that help achieve desired outcomes

1
Q

Name 5 purposes of questioning in negotiations

A
  1. To condition the other party
  2. To suggest you are naive/unaware of something
  3. To create an impression that you are more knowledgable about the subject matter than you actually are
  4. To test the honesty of the other party by, for examples, asking about something you already know the answer to
  5. To create and sustain movement in a negotiation if it stalls
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2
Q

Name 5 questioning styles

A
  1. Open questions
  2. Closed questions
  3. Probing questions
  4. Hypothetical questions
  5. Multiple questions
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3
Q

Sales tactics

A

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)

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4
Q

When are open questions typically used

A

At the opening and testing stages of negotiation to uncover needs and underlying motives

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5
Q

What do probing questions aim to do

A

Elicit more detailed information on the back of the answer elicited from open questions

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6
Q

What are probing questions useful for?

A

To check that the supplier fully understands their offering as well as your needs

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7
Q

When are hypothetical questions useful?

A

At the testing and proposal stages

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8
Q

What are closed questions a signal of

A

That the negotiation is moving into the bargaining and potentially closing phases

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9
Q

Effective listening

A

Remember that you have two ears, two eyes and a mouth, so use your mouth for just 20% of the engagement

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10
Q

Do good listeners usually turn out to be the best negotiators?

A

Yes

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11
Q

Name 3 pitfalls negotiators may fall into that hinder effective listening

A
  1. They think of negotiation as primarily a job of persuasion, and to them, this means talking
  2. 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
  3. They fail to hear what they do not want to hear
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12
Q

Name the 8 rules of attentive listening

A
  1. Be motivated to listen
  2. Be alert to non-verbal cues
  3. Do not interrupt when the other party is speaking
  4. Fight off distractions
  5. Write everything down
  6. Listen with a goal in mind
  7. Give the other party your undivided attention
  8. React to the message not the person
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13
Q

Hearing and listening. Which is active and which is passive

A

Hearing is passive and listening is active

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14
Q

Name the 9 different methods to improve listening skills

A
  1. Probing
  2. Encouragers
  3. Restating
  4. Summarising
  5. Reflecting
  6. Giving feedback
  7. Emotion labelling
  8. Validation
  9. Use pauses and silence
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15
Q

What do push behaviours rely on?

A

pressure

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16
Q

What do pull behaviours rely on?

A

Influence

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17
Q

What is push also known as

A

Directive

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18
Q

What is pull also known as

A

Collaborative

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19
Q

What is directive/push

A

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

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20
Q

What 4 situations is the directive/push approach most effective?

A
  1. The influencer is an expert while the followers are not
  2. The people being influenced are new/inexperienced
  3. The situation necessitates very speedy action
  4. The situation involves a safety or security critical issue or a strict deadline
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21
Q

What is a risk of the directive/push approach

A

If it is not used effectively the influencer risks developing a reputation for being heavy handed and dictatorial

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22
Q

What is collaborative/pull

A

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

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23
Q

Name 3 scenarios when the collaborative/pull approach is effective

A
  1. the influencer needs commitment from the other parties
  2. The influencer is actively seeking innovative ideas from other
  3. There is no clear solution to the issue at hand
24
Q

What is the risk of the collaborative/pull approach

A

If it is not used effectively or is overused, the influencer risks developing a reputation for being indecisive and weak

25
Q

What is persuasive reasoning/push

A

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

26
Q

Name 3 situations where the persuasive reasoning/push is used

A
  1. The influencer has a great deal of knowledge about the issue and a high credibility with others
  2. The situation demands that the influencer gets other to buy-in to an unpopular decision
  3. Research has identified a ‘best’ answer
27
Q

What is the risk of the persuasive reasoning/push approach

A

The influencer risks developing a reputation for being inflexible and stubborn

28
Q

What is visionary/pull

A

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

29
Q

Name 3 situations where you may use the visionary/pull approach

A
  1. The organisation has just embarked on a complex change process
  2. The influencers goal is to attract others attention and stimulate future debate
  3. The current situation demands innovative thinking
30
Q

Whats the risk of the visionary/pull approach?

A

The influencer risks developing a reputation for being idealistic or egotistical

31
Q

Name 8 types of non-verbal communication in negotiations

A
  1. Body posture and movements
  2. Position of arms, hands and legs
  3. Facial expressions and hand gestures
  4. Tone of voice
  5. Level and type of eye contact
  6. Involuntary human physical reactions
  7. Physical contact
  8. The use by the other party of the physical space between the parties
32
Q

Neuro-linguistic programming

A

A scientific approach that suggests a link between speech, thought processes and behaviours

33
Q

Name 3 of Mehrabians findings about the way in which speakers attitudes and feelings are communicated to the listener

A
  1. 7% of this type of information is communicated through words
  2. 38% of the information is communicated through paralinguistic factors such as volume, pitch and tone of voice
  3. 55% of the information is communicated through body language and facial expression
34
Q

What does culture refer to?

A

The shared values of a society typically defined by a geographical area

35
Q

Why may modern business negotiators be less sensitive to cultural factors nowadays

A

Globalisation has led to a blurring of cultural differences

36
Q

What can recognising cultural differences allow you to do

A

To anticipate potential threats and opportunities for business encounters with those from other countries

37
Q

Name 6 situations where international cultural differences may affect negotiations

A
  1. When you are buying complex purchases
  2. When creating partnerships/joint ventures/long-term alliances with foreign suppliers where trust, empathy and mutual understanding are important
  3. When buying services where your organisation will be engaging with teams of people from other countries
  4. When the stakes are high and minor misunderstandings can lead to major problems
  5. When goodwill trust is essential for a good working relationship, as contractual trust is not deemed as important to the other party
  6. When there are different expectations and norms around the giving and receiving of corporate hospitality gifts
38
Q

Name the 6 classifications of national cultures according to Hofstede’s cultural dimensions

A
  1. Power distance index (PDI)
  2. Individualism versus collectivisim (IDV)
  3. Masculinity versus feminity (MAS)
  4. Uncertainty avoidance index (UAI)
  5. Long-term orientation versus short-term normative orientation (LTO)
  6. Indulgence versus restraint (IND)
39
Q

What is a high power distance index

A

Acceptance of a heirarchal order in which everyone has a place and which needs no further justification

40
Q

What is a low power distance index

A

People strive to equalise the distribution of power and demand justification for inequalities of power

41
Q

What is individualism

A

As a preference for a loosely-knit social framework

42
Q

What is collectivism

A

Tightly-knit framework in society

43
Q

What is masculinity

A

Preference in society for achievement, heroism, assertiveness and material rewards for successes

44
Q

What is femininity

A

Stands for a preference for cooperation, modesty, caring for the weak and quality of life

45
Q

What is a high uncertainty avoidance index

A

Maintains rigid codes of belief and behaviour and is intolerant of unorthodox behaviour and ideas

46
Q

What is a low uncertainty avoidance index

A

Societies maintain a more relaxed attitude in which practise counts more than principles

47
Q

What is high long term orientation versus short term normative orientation

A

Pragmatic approach, they encourage thrift and efforts in modern education as a way to prepare for the future

48
Q

What is low long term orientation versus short term normative orientation

A

Societies prefer to maintain time-honoured traditions and norms while viewing societal change with suspicion

49
Q

What is indulgence

A

Societies that allow relatively free gratification of basic and natural human drives related to enjoying life and having fun

50
Q

What is restraint

A

Societies that suppress gratification of need and regulate it by means of strict social norms

51
Q

Name 6 other factors that may come into play when dealing with international companies

A
  1. Trust and payment issues
  2. Currency risk issues
  3. Legal and contracting issues
  4. Communication and logistics issues
  5. Ethical and environmental issues
  6. Political issues
52
Q

What 5 areas do IQ tests look in to

A
  1. Visual and spatial processing
  2. Knowledge of the world
  3. Linguistic reasoning
  4. Working memory and short-term memory
  5. Quantitative reasoning
53
Q

What is EQ

A

Its a measure of a persons level of emotional intelligence and refers to an ability to perceive, control, evaluate and express emotions

54
Q

Name 6 parts of emotional intelligence the EQ test looks in to

A
  1. Identifying emotions
  2. Evaluating how others feel
  3. Controlling one’s own emotions
  4. Perceiving how others feel
  5. Using emotions to facilitate social communication
  6. Relating to others
55
Q

What are the two parts of the JCA Global model of emotional intelligence

A
  1. personal intelligence
  2. Interpersonal intelligence

L4M5 - Commercial Negotiation (12 decks)

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