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Negotiations > Exam 1 > Flashcards

Exam 1 Flashcards

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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

Study These Flashcards
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

Study These Flashcards
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

Study These Flashcards
A
  1. Inoculation Theory
  2. Cognitive dissonance
  3. ACE
25
Inoculation Theory
anticipate the objections of the persuadee and address them before they arise
26
Cognitive dissonance theory
beliefs do not align with actions, persuader tries to restore dissonance
27
ACE
appropriate: external comparisons, the right thing to do based on accepted norms consistent: internally consistent effective: reasoning, leads to a desirable outcome
28
4 components of Political Skill
1. Political astuteness- awareness 2. Apparent sincerity- honesty 3. Interpersonal influence 4. Networking ability
29
5 ways to avoid being manipulated
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
Issues vs. Interests
Issues: negotiating points, surface level Interests: what you want, deeper
31
Functional conflict
- Creates opportunity to communicate - Identifies problems, drivers of change - Increases Motivation
32
Dysfunctional conflict
- Represents a breakdown - Undermines relationships - A problem - Causes distrust
33
6 steps in preparing for a negotiation
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
Ethical perspectives
Equity: utilitarian, rights, justice Equality: greatest good. focus on right and rules
35
List and describe 4 styles of conflict resolution
1. Accommodation- yielding 2. Avoiding- inaction 3. Competing- forcing 4. Compromise- mutually beneficial
36
What does BATNA stand for?
Best alternative to a negotiated agreement
37
4 identifiers of BATNA in a negotiation
1. Ultimate resistance point 2. Framing 3. Initial offers 4. Reciprocity
38
Discuss when reciprocity can be positive/negative
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
Framing in negotiations
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
Reciprocity in negotiations
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
Distributive bargaining
adversarial, veiwed as a zero-sum game | outcome is seen as more important than the relationship
42
Integrative bargaining
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
Leverage in negotiations
Related to Credibility: focus on your position, repetition and reinforcement Coalition Building: peer/horizontal relationships, leverage/credibility through numbers
44
4 steps of bargaining
1. Opening 2. Target 3. Reservation/resistance 4. Settlement
45
Settlement zone
``` the difference between the resistance points if numerical difference is... positive: likely to agree negative: agreement not possible equal: unlikely to agree ```
46
4 factors that influence ethical behavior (while bargaining)
``` 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
List and describe 4 hardball tactics
1. bogey- fake position, willing to "sacrifice" 2. nibbles- nickle and dime 3. intimidation 4. boulwarism- take it or leave it
48
3 steps to fostering integrative negotiations
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
Explain 2 dilemmas faced by parties in integrative negotiations
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
3 categories of barriers
1. Sender issues: such as with encoding 2. Receiver issues: decoding, information overload 3. Environmental issues: noise
51
Outline the process of communication
``` 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
Noise in communication
any distortion factor that block, disrupts or distorts the message sent to the receiver, interfering with the communication process
53
4 strategies for effective persuasion
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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