R O L E O F C O M M U N I C AT I O N

HELEN PENG
CONTENTS
THE ABILITY OF HAVING A MANAGING A CONFLICT
THROUGH COMMUNICATION!

• Distortion in communication
• Role of communication
• Use of non-verbal communication
• Section of communication channel
DISTORTION IN COMMUNICATION
• Communication “works” to the degree that a wide variety of information-facts, opinions,
feelings, preferences, and experiences-is completely and thoroughly shared, and accurately
received and decoded, leading to mutual understanding.
• Looking at the individual elements which comprise the communication sequence:
1. Senders and receivers
2. Transmitters and receptors
3. Messages
4. Encoding
5. Channels
6. Decoding
7. Meaning
8. Feedback
DISTORTION IN COMMUNICATION
What is communicated during negotiation?
1. Offers and counter-offers
2. Information about alternatives
3. Information about outcomes
4. Social accounts
5. Communication about process
How people communicate in negotiation?
1. The characteristics of language that communicators use
2. The use of non-verbal communication in negotiation
3. The selection of a communication channel for sending and receiving
messages
ROLE OF COMMUNICATION
Understanding behavioral factors: Decoding of communication requires
1. Personalities involved understanding of the parties involved/contet.

2. Reputation/value/motive/image Missed Parts of Reality

3. Role of unconscious state (Ego and Id) 1. Invisible: (1) Belief and value;(2) Feeling

4. Perception differences 2. Visible:

5. Environment in which communication is Needs

taking place Motives
6. Role of sterilize Attitude
7. Role of ego Behaviour
8. Role of halo effect
ROLE OF COMMUNICATION
S I T U AT I O N U N D E R S T O O D T H R O U G H P E R C E P T I O N

Your
My perception of
perceptionf of Communication context
the context Motivations Your
My information
information perception
perception
ROLE OF COMMUNICATION

Role of Communication in Bargaining Language

Language-verbal written 1. Simple language
Body language 2. No legal phrase
Listening 3. Personal Touch
 Research proved that the communication Body Language
effectiveness as follows: . Eye contact
55% visual . Posture
37% tone and voice . Facial expression
8% words . Voice
. Attitude
ROLE OF COMMUNICATION
Use of language
Listening-listen
1. Look interested
2. Inquire with questions
3. Stay on target
4. Test understanding
5. Evaluate the message
6. Neutralize your feelings
USE OF NON-VERBAL COMMUNICATION

Use of non-verbal communication

Make eye contact
Adjust body position
SECTION OF COMMUNICATION CHANNEL
Top ten rules for virtual negotiation
How to improve communication in negotiation?
1. The use of questions
2. Listening
3. Active listening
Role Reversal
Special communication considerations a the close of negotiations

Avoiding Fatal Mistakes