L4M5 CHAPTER 3 3.3 Compare key communication skills that help achieve desired outcomes

Question 1

What are the different question styles that can be used to elicit responses at different stages of the negotiation?

Answer 1

Open questions - to start a conversation, to build support, to get the negotiation started and get TOP to start first

Probing questions - to seek further information, to seek answers when TOP is being evasive, to gain more information and get to the bottom of the issue

Hypothetical questions - to try to get TOP to see things in a different way, to condition TOP into expecting something, To encourage creative thinking/facilitate identification of alternatives

Closed questions - to generate a specific response, to receive affirmation on statement - often single word, yes or no, to seek specific information, to bring discussions to an end

Question 2

Which of the following are types of questions that are useful in the opening and testing phases of a negotiation?

Answer 2

Opening questions - (those that start with ‘what’, ‘how’, ‘why’) are used at the opening and testing stages to uncover needs and underlying motives, and to allow the buyer to get a feel of what is in store in the negotiation.

Probing questions - are also useful to check that the supplier fully understand what they are offering, as well as your needs, and can also be used to communicate to the supplier that you know this category well.

Question 3

How and when to use closed questions?

Answer 3

Closed questions are those that require a short and focused answer, and are especially helpful in the beginning, bargaining and potentially closing phases stages of the negotiation to encourage interaction. They can be used to clarify a point, or to reconfirm certain facts e.g. confirm the amount of units the company can produce in a week. Most closed questions only require a simple “yes” or “no” response, so there really isn’t much room for misinterpretation – great for finding out where both you and they stand.

Question 4

What are the two parts of emotional intelligence?

Answer 4

Personal intelligence: having positive self regard, being self aware and managing your behaviour effectively.

Interpersonal intelligence: having a positive regard for others, being aware of others and managing your behaviour effectively.

Question 5

What are the factors of cultural differences that can have an influence on the outcome in negotiations?

Answer 5

Problems may occur on the international scene with such things as the importance of extending courtesy between cultures, the importance of timescales, the use of negotiating ploys, the sense of ‘fair play’, the use and interpretation of body language, the role of women in negotiations (or indeed, in business in general), the importance of status, the role of conflict, standards of dress and deportment and the readiness to ignore or uphold contract terms and conditions.