NEGOTIATION AND LISTENING

NEGOTIATION AND LISTENING

The Use of Power

A person, who has power, particularly over the allocation and use of resources, must be willing and able to use that power to make decisions and take action. If they refuse, or are unable to do this, conflict will arise because processes that are essential to the running of the workplace do not take place. Don’t depend solely on your workplace power source or your personal power, develop strategies that achieve results. Use your communication skills to present your ideas without producing conflict.

Five-step approach to negotiation

Negotiating is a process in which two or more people (or parties) with common or conflict interests decide on a specific issue or business transaction. This may at times produce win-win, win-lose-lose-win or lose-lose outcome. The five-step approach is more suited to a situation where the issue is more important than the relationship: for example, it is appropriate for purchasing a car but not for resolving crises with your partner. These five stages of the negotiation process are shows in figure

Plan for Negotiation

Careful and thoughtful planning is essential before you negotiate. First, create a set of clear objectives to steer you towards the results you want. Prepared objectives allow you to progress through the five stages of negotiation. Think about how your objective can be achieved.

Gather information that helps you:

• Give the other party relevant information

• Make sure that this information is accurate and objective

• Develop and maintain good relationships with the other party

• Consider the other party’s point of view.

• Organize all the relevant information as this provides the ideal starting-point for your discussion. Plan your approach and the sequence of issues you wish to raise. 

• Assess the other party’s objectives. 

• Identify links and common ground. Anticipate the party’s probable response to each of your issues, and prepare answers.

Discuss

Set the communication climate by exchanging greetings; it aims to establish trust and confidence.  By being sociable you are able to establish a tension-free atmosphere.  Review proceedings leading up to the meeting.  Iron out any differences in ‘facts’ before you start to negotiate.  Confirm both parties’ broad objectives and feelings.  Listen carefully. Identify areas of agreement and try to establish some rapport with the other party.  Your intention is to establish common ground before moving into areas of difference.  

Propose

Define the issues and specify in detail what you wish to resolve. Link issues to the other party’s objectives and focus on interests rather than position. Detail with one issue at a time.  Try to keep to the point and avoid generalizing. Paraphrase their message to check that you understand it correctly. Summarize the content, ideas and feelings being communicated.  

Negotiate the Issue

Start by asking for what you want, but accept that your goals may have to be modified or compromised.  Communicate your intention with the other party to produce a solution that is satisfactory to both. Remember the phrase: ‘if… then….’ separates the people from the issue.  Try to generate as many options as possible – this gives both parties room to negotiate a solution.  Throughout the discussion keep summarizing the points to confirm understanding, particularly when complex issues are involved. Take the time to confirm what you have negotiated so far. Unless agreement is fully understood by both parties, the settlement may not last.  

Confirm

Once the agreement is concluded, confirm that each party is committed to it.   The five-step approach to negotiation will help you negotiate more effectively.  Good negotiation strategies enable you to solve the problem in such a way that both parties win. Clearly state your needs and goals as you negotiate and listen to those expressed by the other party.  Allow each party to evaluate the other’s needs and goals and the areas of common interest. People who negotiate honestly treat one another as equals. Another approach to negotiating is principled bargaining.   1. It should be a wise agreement, if possible. 2. It should be efficient.  

Principled Bargaining

Fisher and Ury (1991) developed a concept known as principled bargaining. This works well when a group of stakeholders have a common interest.  An acknowledgement to work together for mutual outcomes is the essence of the principled bargaining approach:  It acknowledges the Australian ethic of a ‘fair go’. Everyone is treated equitably. In Fisher and Ury’s view, each negotiated agreement should satisfy the following three criteria. 1. It should a wise agreement, if possible. 2 It should be efficient 3 It should improve, or at least not damage, relationship. The principled negotiation method takes time, energy and commitment.    

• Their method  has four elements 

• People to separate the  people from the problem

• Interest to focus on interest rather than the position

• Option  to generate a range of possibilities before choosing one

• Criteria to ensure that  results are based on some objective standard

To implement the principled negotiation method you need to:

• State your case clearly and persuasively 

• Organize your facts well.

• Be aware of the timing and speed of the talks.

• Assess  others’ needs properly

• Be sensitive to those needs.

• Not be unduly worried by conflict.

• Be committed to a win-win philosophy. 

• Have patience.

• Sometime, you settle less than your goal.

BATNA stands for the ‘best alternative to a negotiated agreement.’ If the person you are negotiating with is your manager or supervisor you may have WATNA. 

WATNA    stand for ‘worst alternative to a negotiated agreement

 If the other person has the legitimate power, or if you want to the relationship to continue as it is, you may have to settle for less than your preferred outcome. You might have to modify your goal to maintain the relationship, especially if the other person is your boss. Sometimes your goal may be unrealistic and you have to modify it to make it more realistic. You may even decide not to negotiate if you feel that this will not achieve something better.

By identifying the BATNA and WATNA, you are exploring the alternatives available if negotiation is not possible. Rather than accept an unsatisfactory outcome you can say no to negotiation.

Problem solving by negotiating……………….

Problem solving by negotiation is dealt with by a team or group of people who already have a working relationship and want to solve a work-related problem. The six-step approach to problem solving by negotiation will succeed only if the relationship is important to both parties and if they have a genuine desire to solve the problem rather than to win (see This 8.4)

Negotiating methods………………….

In the negotiating process, the parties involved may choose one of five different negotiation methods. A skilful negotiator is able to identify them and recognize which one is being used by the other person.

1. Compromise

2. Collaboration

3. Competition

4. Accommodation

5. Withdrawal or avoidance

Compromise

Compromise means to settle differences through concessions made by one or both parties. A compromise usually produces win-win or win-lose results. When the settlement meets the needs and goals of both parties (win-win), both are satisfied with the outcome. When the solution meets the needs and goals of only one party (win-lose), the other party is dissatisfied with the outcome (see figure 8.5)

Collaboration

Collaboration involves people cooperating to produce a solution satisfactory to both parties (win-win). It improves personal relationships and allows the exploration of new ideas. Permanent solutions and commitment to them can be achieved this way. On the other hand, it is time-consuming and demands good negotiating skills on each side.

Competition

Competition often leads to one party gaining advantage over the other, if it can negotiate at the expense of the other’s needs. Since the competitive approach usually produces a win-lose result, it is bad for personal relationships. The solution is likely to be temporary as there is no commitment from the losing party, so the problem will occur again. It also leaves the losing side in a difficult situation.

Accommodation

Accommodation means that only one party is willing to oblige or adapt to meet the needs of the other. It produces a win-lose outcome. However, this method is useful for negotiating on minor matters. The result can go on e way or the other. It is suitable if the accommodating party does not really care about the loss. However, the negotiating parties may not bother to look for creative solutions. With this negotiations method, points of view are easily swayed.

Withdrawal or Avoidance

Withdrawal (avoidance) is a negotiation method that makes both parties lose, because one party retracts their point of view or backs away form the situation. Such dissatisfaction may lead to conflict in the future.

The choices you make are influenced by the context in which you negotiate and by your range of personal communication and negotiation skills.

Skills in Conflict Resolution and Negotiation

In your organization several negotiating styles and strategies are likely to be demonstrated. Some achieve acceptable responses, others hinder negotiation and conflict resolution. Some solutions may be simple and practical. Others may be complex and difficult and may even require attitude changes and commitment from each party.

Negotiation involves a range of positions by both parties. You might change the other party’s position, change your own position, or can reach at a compromise. Clearly define your own objectives as well as the other party’s. This places you in a better position to understand what is happening.

Figure 8.5 shows how each negotiation method affects relationships and the achievement of goals. It also matches each method with the most likely conflict resolution strategy. Once you understand them all you are in a position to decide which one is suited to a situation and your intended result.

Negotiation based on empathy for the other party establishes a climate where both parties can communicate easily. By contrast, confrontation leads to disputes and extreme positions. Check the full list of items to be negotiated.

Focus on the problem, not individual personalities. Ask questions to check that you understand the other side’s expectation and position. Avoid aggression. Use your assertive communication skills. Listen carefully to the other party.

Establish the criteria that will make a realistic solution acceptable to both parties. This may involve several options. Successful negotiation develops these options into a plan of action.

What is listening? 

Listening is an active process of receiving aural stimulus. Listening is an active rather than a passive process.  Listening does not just happen we must make it happen. A great time is spent on listening and talking. Listening serve two purposes in its process.

1. As the sender of the message, listening to your receiver tells you how the other person has interpreted   your message 

2. As the receiver of a message listening to the other person allows you to understand their meaning.

Listening

• Difference between hearing and listening 

• Hearing is a physical process. The ear receive stimuli or sensations and transmit them to brain

• Listening refers to the interpretive process that takes place when we hear something. When we listen, tore ,classify and label information

• Listening is the most important of all the communication skills. Upon awakening we listen to people, friends around us. Wherever we go, we listen to something. We spend most of our time engaged in listening. Listening occupies more time than any other communication.

Purpose of listening 

Listening serves a number of important purposes. It enables the listener to check on the accuracy of understanding what the speaker said. Besides, the listener expresses acceptance of speaker’s feelings. Most important of all, listening provides a chance to the speaker to explore his or her feelings and thoughts further.

A variety of listening skills can be learned and developed with practice. The following skills are worth practicing 

• Attending listening

• Encouraging listening

• Pause

• Reflecting listening 

• Active listening 

Attending listening

In attending listening you focus on speaker by giving them your physical attention you use whole body, eye contact posture personal space in short complete feedback.

Encouraging listening

It invites speaker to say more without pressuring them to disclose their feelings or though it is their choice.

Minimal and brief responses 

Brief spoken responses let speaker know you are listening and encourage them to talk.

Pause 

Brief pause allows speaker time to consider reflect and decide whether to continue speaking. Allow silence.

Use encouraging questions (5ws)

Reflecting listening

Restate the speakers feeling and contents it shows the other person you understand.

Active Listening

An active listener has empathy with the speaker that shows that you understand the issue from other person’ point of view. Feedback is the connecting continuing or completing link.

Faults in listening

Remember that every sound or voice that we receive cannot be termed as listening. There are certain occasions when you receive some certain sound stimulus but you do not understand it because your attention is towards something else.  In such cases, we say that you heard something but you did not listen to anything.  Moreover there are certain other factors which bar our proper listening.  An average person remembers only half of what is said during a 10-minute conversation and forgets half of that within 48 hours.  Studies agree that listening efficiency is no better than 28 to 30 percent. Following are the causes of listening pit falls: 

Prejudice

All of us have personal opinions, attitudes, or beliefs about certain things. When we listen to a speaker who is contrary to our ideas, we cannot maintain attention. As a result we do not listen to whatever he says. We should give a chance to the speaker to finish his message. Later, we can agree or disagree. 

Distraction

Not only the verbal messages but also the nonverbal cues of the speaker affect our listening. Actually, the entire physical environment affects listening. Among the negative factors are noisy fan, poor light, distracting background music, bang of a horn, extreme weather. Among the speaker’s nonverbal cues are his clothes, his voice quality, his wearing of a certain perfume, reek of sweat, excessive gestures, etc.

 Semantic barrier

Meaning of words also create problem in listening, as meaning of words vary from person to person influenced by feelings, attitudes, prejudices and biases. Sometimes the way a speaker utters a word annoys us.

Preshrinking

The average thinking capacity of a person is up to 800 words per minute while the average speaker utters 80 to 160 words per minute. This difference sometimes makes listeners deviate from the speaker’s words and they shift to something else. On the other hand people fill this gap by premature evaluation of what they are listening to. They arrive at the concluding thought quickly. This premature evaluation poses us our effective listening is impaired. 

• .Boredom or lack of interest 

• Listener’s dislike of speaker

• desire to change rather then accept the speaker

• Tendency to make early conclusion

• Intrusion of listeners’ own values or attitude

• Listener’s opinion that the speaker lacks credibility Ways to improve listening

Ways to Improve your Listening

(1) Be prepared. By knowing the speaker and the topic beforehand you can prepare yourself for better understanding of the topic. 

(2) Show positive attitude. Don’t make premature assumptions before listening to a certain speaker. 

Always be ready to learn new ideas or facts that you are not aware of.

(3) Listen to learn, not to refute. While listening, try to understand the points. Don’t let them mix up with your biases before you have listened and evaluated the message.

(4) Concentrate. Pay attention to what is said. You know that everything that is said has a special meaning in a certain context. Out of the context it may be misunderstood.

(5) Jot down notes. If possible, take down main ideas. These notes will help you a lot later on.