Communication in order to achieve trade-offs

As we discussed in the previous content area, value is created by a dialogue of trade-offs.
Communication and how things are being communicated plays a major role in negotiation. Some authors argue that negotiation, in its essence, is a form of interpersonal communication.
In this content area, we will 1.) explore what is communicated in a negotiation and how people communicate, 2) consider the ways that communication might be improved in negotiations and 3) gain practical insights for how to improve communication in any negotiation situation.

As the literature is rich on the different verbal and non-verbal ways on how information is being communicated, I will only focus on a few bullet points.
What is communication in negotiations:
- Offers, counteroffers and motives: a very dynamic and interactive process
- Information about alternatives (BATNA)
- Information about outcomes and
- Communication about process.

Seasoned and mature negotiators consistently use integrative forms of negotiation. So, how can you actually reach your goals through improved communication?
Three main techniques are available: The use of questions, active listening and role reversal.
Let's take a closer look at these three techniques.

1. The Use of Questions
Questions are essential elements in negotiations for securing information. Although the literature displays a plethora of questions, I will focus on two basic categores: manageable and unmanageable questions.
Manageable questions cause attention and prepare the other person's thinking for further questions. Their focus is to get information, and generate thoughts.
Unmanageable questions cause difficulties in the way how information is being conveyed and perceived and they tend to bring the discussion to false conclusions.

Examples for Manageable questions:
Open-ended questions (Who, What, When, Where and Why): "Why do you take that position in these deliberations?"
Leading questions (point toward an answer): "Don't you think our proposal is a fair and reasonable offer?"
Planned questions (part of an overall logical sequence of questions): "After you make the improvements to the property, when can we expect occupancy?"
Window questions (Looking into the counterpart's mind): "Can you tell us how you came to that conclusion?"

Examples for Unmanageable questions:
Close-out questions (force the other party to see it your way): "You wouldn't try to take advantage of us, would you?"
Reflective trick questions (reflects the other into agreeing with your point of view): "Here's how I see the situation - don't you agree?"
Loaded questions (put the other one on the spot): "Do you mean to tell me that these are the only terms that you will accept?"

Questions for Tough Situations (cf. Sam Deep and Lyle Sussman, What to Ask When You Don't Know What To Say, 1993

2. Active Listening
What is active about listening? There are three major forms of listening:
- Passive Listening: your counterpart receives the message but does not provide any feedback to you about the accuracy or completness of reception. This is not to be mixed with silence. Yet, sometimes, passive listening can be culturally bound and perceived as enought to send and receive information;

- Acknowledgement: in this form of listening, there is more interaction than in the previous form of passive listening, yet the sender might misinterpret an agreement or the receiver's position;

- Active Listening: you re-state or paraphrase the sender's message in their own language.

3. Role Reversal
Try to be in your counterpart's shoes and guess his/her own results- or relationships-based approach.

Please proceed to the next content area.