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Negotiations > Exam 1 > Flashcards

Exam 1 Flashcards

1
Q

Discuss barriers to effective communication

A

Different mental models/ personal mindsets
Cultural context: different words mean different things; slang, y’all
Nonverbals: pointing can be taken in a bad way, crossed arms taken as annoyance regardless of language used
Distractions: watching television and not listening or overloads, too much going on at once
Wrong Channel of communication

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2
Q

What is included in rich communication?

A

Caring, tone, thoughtful intent, clarity, interpretation, two-way, explanation, nonverbals

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3
Q

Which is better lean or rich communication, why?

A

Rich communication is better in most circumstances, but not always necessary depending on the situation

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4
Q

What are nonverbals used for?

A

reinforcing the message, not contradicting it

making sure your message is clear and not sending mixed signals

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5
Q

4 types of nonverbals

A
  1. Kinesics
  2. Haptics
  3. Proxemics
  4. Chronemics
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6
Q

Kinesics

A

visual- such as eye contact or nodding

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7
Q

Haptics

A

tactile- such as using touch to show empathy, high fiving, pat on the back

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8
Q

Proxemics

A

use of space- sitting at a round table to show equality, professors having an open door or not

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9
Q

Chronemics

A

use of time- making time for someone shows caring, communicates status, validates

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10
Q

3 types of listening

A
  1. Passive
  2. Attentive
  3. Active
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11
Q

Passive listening

A

trying to absorb information, not reacting or responding

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12
Q

Attentive listening

A

more focused, filling in gaps (making assumptions), starting fitting the information together

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13
Q

Active listening

A

most engaged, responding to the information

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14
Q

3 components of listening

A
  1. Sensing
  2. Processing
  3. Responding
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15
Q

Sensing

A

passive listening; just hearing

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16
Q

Processing

A

attentive listening; evaluating, starting to interpret things

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17
Q

Responding

A

active listening; fully aware of nonverbals, asking questions, reading between the lines, probe, following up

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18
Q

3 benefits of active listening

A
  1. increases information flow: able to probe and follow up and clarify on things you aren’t able to when just hearing; more likely to come up with better solutions
  2. validates relationships: builds relationships as a result of information flow
  3. leads to effective problem solving
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19
Q

6 ways to be better at active listening

A
  1. Don’t rehearse
  2. Avoid distractions
  3. Empathize: be aware of nonverbals
  4. Aware of the context if there is one; knowing a relationship history with someone
  5. Clarify/ Paraphrase
  6. Follow-up/ Probe
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20
Q

High context vs. low context

A

high: lots of information

low context: straight shooter, say what you mean

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21
Q

6 concerns with virtual communication

A
  1. anonymity and lack of social cues could incite more aggressive communication behavior
  2. less likely to be truthful in negotiation than when face-to-face
  3. harder to build up trust and rapport
  4. unequivocal importance for face-to-face communication than with other channels
  5. reduces impact of nonverbal behavior
  6. can miss inflection and emphasis that comes from tone and gesture
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22
Q

6 steps of being persuasive

A
  1. understand others needs and motivation
  2. establish credibility
  3. framing for a common ground: how you see things, perspective
  4. joint problem solving
  5. support with logic and reasoning
  6. emotional appeals
23
Q

Discuss 3 emotional appeals

A
  1. Reciprocity: ‘calling in a favor’, a mutual exchange of privileges
  2. Scarcity: limited quantity, time or amount
  3. Consensus: accepted norms, peer pressure
24
Q

3 theories of persuasion

A
  1. Inoculation Theory
  2. Cognitive dissonance
  3. ACE
25
Q

Inoculation Theory

A

anticipate the objections of the persuadee and address them before they arise

26
Q

Cognitive dissonance theory

A

beliefs do not align with actions, persuader tries to restore dissonance

27
Q

ACE

A

appropriate: external comparisons, the right thing to do based on accepted norms
consistent: internally consistent
effective: reasoning, leads to a desirable outcome

28
Q

4 components of Political Skill

A
  1. Political astuteness- awareness
  2. Apparent sincerity- honesty
  3. Interpersonal influence
  4. Networking ability
29
Q

5 ways to avoid being manipulated

A
  1. Be clear on your convictions and why you hold them
  2. Think substance, not appearance
  3. Doubt the truth of what’s being said
  4. Know the source
  5. Consider the needs of others besides yourself
30
Q

Issues vs. Interests

A

Issues: negotiating points, surface level
Interests: what you want, deeper

31
Q

Functional conflict

A
  • Creates opportunity to communicate
  • Identifies problems, drivers of change
  • Increases Motivation
32
Q

Dysfunctional conflict

A
  • Represents a breakdown
  • Undermines relationships
  • A problem
  • Causes distrust
33
Q

6 steps in preparing for a negotiation

A
  1. Identify issues and interests
  2. prioritize issue and interests
  3. develop initial positions
  4. do research
  5. consider other party- understanding- successful negotiators spend more time thinking about opponent
  6. consider alternatives
34
Q

Ethical perspectives

A

Equity: utilitarian, rights, justice
Equality: greatest good. focus on right and rules

35
Q

List and describe 4 styles of conflict resolution

A
  1. Accommodation- yielding
  2. Avoiding- inaction
  3. Competing- forcing
  4. Compromise- mutually beneficial
36
Q

What does BATNA stand for?

A

Best alternative to a negotiated agreement

37
Q

4 identifiers of BATNA in a negotiation

A
  1. Ultimate resistance point
  2. Framing
  3. Initial offers
  4. Reciprocity
38
Q

Discuss when reciprocity can be positive/negative

A

Positive-
• can set up a virtuous cycle (starting a positive exchange)
• established trust
• exchange favors
Negative-
• depends on frame (using reciprocity for blackmail)
• tit for tat (you buy someone a nice gift and in return they give you a bad gift so next time you give them a bad gift)

39
Q

Framing in negotiations

A

context/perceptive in negotiation, way you view a negotiation; influences your behavior

  • can be positive or negative: positive framing leads to more successful negotiations
  • initial offer: can frame/anchor a negotiation
  • may be necessary to reframe if a negotiation is negative/going badly
40
Q

Reciprocity in negotiations

A

exchange, adds an emotional appeal

  • if someone does something for you, you owe them
  • noted as one of the most powerful principles there is in negotiation
41
Q

Distributive bargaining

A

adversarial, veiwed as a zero-sum game

outcome is seen as more important than the relationship

42
Q

Integrative bargaining

A

parties collaborate to find a “win-win” solution to their dispute; focuses on developing mutually beneficial agreements based on the interests of the disputants

43
Q

Leverage in negotiations

A

Related to Credibility: focus on your position, repetition and reinforcement
Coalition Building: peer/horizontal relationships, leverage/credibility through numbers

44
Q

4 steps of bargaining

A
  1. Opening
  2. Target
  3. Reservation/resistance
  4. Settlement
45
Q

Settlement zone

A 
the difference between the resistance points
if numerical difference is...
positive: likely to agree
negative: agreement not possible
equal: unlikely to agree
46
Q

4 factors that influence ethical behavior (while bargaining)

A 
1. contextual 
• accountability: big corporation vs. mom and pop shop; do people act ethically even when no one is looking
• ambiguity: can we use knowledge that we have
2. personal
• Machiavellianism 
• instrumentality (I need the money)
3. Cultural 
• laws
4. Norms
• professional
• organizational
47
Q

List and describe 4 hardball tactics

A
  1. bogey- fake position, willing to “sacrifice”
  2. nibbles- nickle and dime
  3. intimidation
  4. boulwarism- take it or leave it
48
Q

3 steps to fostering integrative negotiations

A
  1. Prepare: emphasize understanding other, look to interests
  2. Focus: material gains, focus on relationship but don’t depersonalize
  3. Techniques: ask questions, validate other side, avoid hardball
49
Q

Explain 2 dilemmas faced by parties in integrative negotiations

A

Dilemma of trust- essentially how much you believe on the other party to be truthful with you
Dilemma of honesty- how much about your position and motives you will disclose to other party

50
Q

3 categories of barriers

A
  1. Sender issues: such as with encoding
  2. Receiver issues: decoding, information overload
  3. Environmental issues: noise
51
Q

Outline the process of communication

A 
Sender: encodes ideas, creates message
Transmitted on medium
Receiver: decodes message, creates meaning, encodes response, creates message
Transmitted on medium
Sender: decodes message creates meaning

*noise can be present for all

52
Q

Noise in communication

A

any distortion factor that block, disrupts or distorts the message sent to the receiver, interfering with the communication process

53
Q

4 strategies for effective persuasion

A
  1. ask a favor
  2. push for stereotyped response
  3. consider the effect of the context
  4. consider the effect of timing

Negotiations (2 decks)

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