TERM PAPER

OF

MANAGEMENT PRACTICES

and

ORGANIZATION BEHAVIOUR

on

COMMUNICATIONS and
NEGOTIATIONS

Submitted to: Submitted

By:

Vaneet Kashyap Pankaj Bhatia

11010895

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 MBA-IT

INDEX

S.No
Contents
.

1. Acknowledgement

2. Introduction

3. Research Methodology

4. Literature reviews

5. Story of Full Research

6. Major Findings

7. References

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 ACKNOWLEGDEMENT

This Term Paper is the culmination of many forces that

had been working together in unison. I am therefore deeply
indebted to all those without whose support, it would have been
impossible to achieve this stage of work.

It is my distinct honour and indeed a great privilege to

have worked under the dynamic teaching and able guidance of
Sir Vaneet Kashyap (Lecturer of Management Practices
and Organizational Behaviour) for his whole hearted help,
kind inspiration, keen interest, constructive criticism and most
valuable suggestions in the subject.

I would also like to convey my gratitude to the NIC Deptt.

Of Lovely Professional University by the help of whom I
could do my research work over the internet without any
problems.

Finally, words fail me to express my thanks to my parents

and friends without whose constant motivation, I would never
have been able to complete this term paper.

(PANKAJ BHATIA)

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INTRODUCTION

People, whether in an organization, society or different countries,

talk to each other, share ideas, formulate solutions and involve in mental
and verbal / non-verbal interactions. All these activities are a part of
communication.

Effective communication follows a process (step-by-step):-

g
Dencodin
g
Encodin

Source / Messag Mediu Messag Destination /

Sender e m e Reciever
Nois
e

Feedback

 The sender sends the message and has skills like Communication
skills, attitude, Knowledge level, Social position, culture etc.

 The message has a content, order, emotion etc.

 Medium is the channel like sensory that involves five senses (sight,
sound, touch, smell and taste)

 The receiver uses the same skills as possessed by the sender to

understand or self-interpret the delivered message to provide
feedback.

 Noise acts as a barrier to communication process by changing the

content of communication and delaying of delivery of message

The main functions of communication are:-

i. Control – To control the behaviour of others during grievance

handling, voting, motivation etc.

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 ii. Motivation – It increases the morale of employees by giving good
remarks and acknowledging their performance, giving appraisal on
evaluation.

iii. Emotional Expression – It enables people to reveal the true

emotions during a communication process, which makes the process
more informal and open.

iv. Information – Communication provides the sufficient processed

data that can be put into decision making or accomplishment of
certain goal.

But sometimes the communication is not just interchange of ideas in

order to debate or discuss on a topic. But, a discussion to solve an issue or
agree to a condition or bargaining is also required, mostly to resolve
conflicts or conclude a general problem. Here comes the concept of
negotiation which is a type of communication but having concepts like
bargaining, meetings for some issue, formulation of new protocols or
terms & conditions etc.

Both communication and negotiation is a part of our life everyday,

whether at work or at home. Communication with our friends, colleagues,
employees, staff etc. and Negotiations with our bosses, kids, senior faculty
etc. is common on day-to-day activities.

Negotiation is a conflict resolution strategy that allows us to meet our

needs. The certain conditions when communication becomes negotiation
are:-

 When a situation is thought to cause severe financial or personal

risk.

 When the group members ask for something that cannot be

supported because it’s illegal or morally and ethically inappropriate.

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  In times of high time pressure. The need to move rapidly may hurt
the ability to think transparently and cause to underestimate the
impact of concession.

RESEARCH METHODOLOGY

The core objective of this paper is to understand the communication

aspect and how it can be best or optimally utilised while doing
negotiations.

 Secondary Research methodology using internet is implemented to

study the findings and researches.

 The main findings will include different communication traits,

communication styles, negotiation skills and using communication in
negotiations effectively.

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LITERATURE REVIEW

1. THE IMPORTANCE OF COMMUNICATION SKILLS IN NEGOTIATION

By: FERNANDO DE OLIVEIRA CARVALHO and FELIPE SOBRAL

ECONOMICS, UNIVERSITY OF COIMBRA, PORTUGAL

REVIEW:-

The paper discusses the importance of communication

characteristics in negotiations. There is a difference in the characteristics
of men and women on the basis of which they communicate. Mostly the
20% time is spent on negotiations by the managers and the rest i.e. 80%
comprises of the activities that are done by the results of negotiations.
The core aspect lies in the fact that what content is communicated during
the negotiations. It can be clarification on some viewpoint or sharing of
information. Also some other factors like gestures, body language, tone
and voice pitch, expressions etc. are equally accountable. A good
negotiator must know or have enough training and experience on how to
focus and listen as a main characteristic. Thus, all these findings together
contribute to the effective communication skills required for effective
negotiation.

2. Quality of Communication Experience: Definition,

Measurement, and Implications for Intercultural Negotiations

By: Leigh Anne Liu (Georgia State University) and

Chei Hwee Chua (University of South Carolina)

REVIEW :-

The following research is based on communication effectiveness

across diverse cultures. The main observation is that the quality of
communication is more effective and fruitful in intracultural negotiations

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rather than intercultural or within the same culture. The employees within
an organization feel more comfortable while dealing with employees of the
same culture. The paper explains the concept of Clarity, Responsiveness
and Comfort in the QCE i.e. Quality of Communication Experience.

 Clarity factor is achievable by focussed listening and clarification of

ideas.
 Responsiveness comes by giving proper feedback and reply by
adapting to the other’s behavioural structure and expectations.
 Lastly, Comfort factor comes when informal communication is there
with limited boundations or protocols for the other party.

3. The Impact of Communication Awareness on Exclusion in

Multiparty Negotiations

By: Roderick I. Swaab, Daniel, Victoria Medvec - (Northwestern

University) and Mary C. Kern (Baruch College)
REVIEW:-
In the given paper, it is analysed that thorough and proper
focus during negotiation plays a very key role. Awareness in the
communication process of negotiations brings about proper and actual
emotions, even negative behaviour. The paper conducts two studies to
study the impact practically. The first study shows that when awareness is
very high, then all the members are included when considering the final
agreement i.e. collective views from all the concerned are brought into the
agreement. The second study shows that by using thoughtful and effective
communication channels and tools, leaders can create awareness,
especially when efficiency is required. The tools can be computer
automated or practical.

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4. Common Knowledge As A Barrier To Negotiation
By: Ian Ayres and Barry J. Nalebuff
REVIEW:-
The following paper discusses the concept of ‘common knowledge’ i.e.
when same type of knowledge is available with both the negotiating
parties. It is analysed that the negotiation is less threatening when we tell
the other aspect about other’s (opposite party by which negotiation is in
progress) BATNA i.e. Best Alternative To Negotiated Agreement. Also, it is
observed that mediators play a major role in such context as they have
the common information of both the parties in negotiation. They serve as
‘agent of reality’. Also the paper talks about the case when some private
information is present with the negotiator that could make the topic more
subjective. In such cases, it is stated that if the perception of opposite side
varies, then it can be said with confidence, that the first party’s (the
negotiator) BATNA is stronger and effective than other’s. Moreover, ‘look
before you leap’ must be used before speaking anything by considering
the recipient’s perception and expectations.

5. Caught Telling the Truth: Effects of Honesty and

Communication media in Distributive Negotiations
By: Paul W. Paese, Ann Marie Schreiber, Adam W. Taylor
University of Missouri – St. Louis
REVIEW:-
The paper focuses on distributive negotiation which is a type of
bargaining involving two or more parties over a fixed resource.
Unconditional honesty in the real world can be made to bring
effectiveness if experienced negotiators use it. The honest disclosures are
mostly held back when the negotiating party is ensured that there are no
means of claiming the truth by the opposite party. The paper also
describes that third parties not involved in negotiation but having
information of both parties can evaluate the disclosures made during the
negotiations to verify them for truthfulness. Talking of the communication

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media in the research, it is analysed by experimenting that face-to-face
negotiations are not effective means when talking of honesty disclosures,
but, emails and online negotiations generally carry more honest worthy
information.

6. THINK GLOBALLY, ACT LOCALLY

By: Mara Olekalns (University of Melbourne) and
Laurie R. Weingart (Carnegie Mellon University)
REVIEW:-
This paper takes the view that by considering all the aspects while
negotiating can be a good practice for effective negotiation. The global or
environmental factors include structural power or constituent demands.
Similarly, the local or intra-individual context includes aspects like role,
culture and disposition. Both the aspects develop a relationship that is
expected along with the expected results / outcomes. Such negotiators
follow a ‘cooperative approach’ that is focussed on meeting the global
needs during negotiation. It is also observed that by using such approach,
strategies can be formulated that build a positive negotiating relationship.

7. The enlightened negotiator: What is the best type of

interaction?
By: Gail Berger, Molly Kern and Leigh Thompson - (Northwestern
University)
REVIEW:-
In the present research, the role of enlightened negotiator is
highlighted as compared to a naïve negotiator. The paper shows that an
enlightened negotiator makes the other party feel that their values and
needs are considered. This builds more trust, interest, and cooperative
sense in other party. The build-up of relationship because of the
negotiator fosters Integrative strategies in order for a better negotiation
experience.

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8. Strategic Negative Emotion in Negotiation
By: Shu Li and Michael E. Roloff (Northwestern University)
REVIEW:-
The paper discusses the positive effect of strategic negative emotion in
negotiations. Such negative emotions, in a positive perspective, performs
many social functions like signalling risk, evocation, and signalling
punishments. The emphasis in the paper is also laid on the fact that
negative emotions when used a strategy implies power and dominance.
Such emotions act as a warning to other party that may lead to
abandoning of negotiation by the negotiator. The outcomes will also be
higher when used such emotions, as compared to the companions, along
with high level of satisfaction. But, if the view of other party is taken into
consideration, then strong dissatisfaction and a feeling of threat during
negotiations is perceived.
9. Sex differences and eye contact in negotiation
By: Roderick I. Swaab and Dick F. Swaab - University of Amsterdam
REVIEW:-
The research paper takes a very common study on the sex differences
in negotiations. The research shows that negotiation is affected by visual
eye contacts between men and women. Both genders behave differently
to eye contacts, having a strong advantage for women than men. The
case also lay focus on the likeability factor that affects the negotiation in a
positive way. The study shows that men are directly focussed on attaining
a good understanding of issues / conflicts whereas women are more
sensitive to the socio-economic dimension of the negotiation.

10.Lying in Negotiation and the Art of Defensive Self-Help

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 By: Peter Reilly (Associate Professor-in-Residence and Director of
Negotiation Training), Saltman Center an William S. Boyd (School of
Law
University of Nevada Las Vegas)
REVIEW:-
The focus of this paper is on the effect of lying and usage of false
statements during negotiations. Lying in the case of agreement helps the
party to satisfy its’ own interests and get a larger share of the effect of the
decisions made. It is also suggested that the more absolute and to-the-
point the approach is taken (i.e. “No lying about anything, period”), the
more impossible it becomes to enforce the newly formulated rules. The
reason is that the issues at the core of any negotiation exist within the
minds of the negotiators and their parties.

STORY OF FULL RESEARCH

From the full research work, it is analysed that different types of

communication media like face-to-face, computer automated emails etc.
influence the process of negotiations. The parties majorly involved in
negotiations must have enough expertise and good communication skills
for an effective negotiation. The cultural diversities also affect the
negotiations. Intra-cultural negotiations are more effective than
intercultural. One main aspect that is required for the negotiation process
to be effective is awareness. If a dedication and focussed approach is
applied during communication in negotiation, then equal participation of
all the members engaged in negotiations can be brought towards the
agreement. A research also explains that common knowledge can act as a
barrier during the negotiation but can be controlled by communication the
exceptional and verifiable terms. The negotiating party must also consider
all the aspect and must forecast the impact of the ‘about to be said’
statements. Some traits of the negotiators can also influence the
negotiation process. An enlightened negotiator having expertise in the
negotiation field can make the negotiation process more effective than it
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can be. The study of emotions shows that although positive emotions
promote good relationships during negotiations, but negative emotions
also play a role when dominance and power is required to be applied on
the other parties. A negotiation involving personnel of different genders
influences the negotiation during eye contacts. Men during such situations
are focussed on issue resolution and women on socio-economic aspect.
Lastly, the effect of evasiveness or lying is also discussed which is
sometimes done by a party to get more benefits or gaining priority in
making the own statements agreeable in negotiations.

MAJOR FINDINGS

 Just 20% of the time is spent in negotiations and the remaining

comprises of the activities done by the results of negotiations, which
may lead to avoidance of some issues.
 Not only communication skills but gestures, body language, tone,
voice pitch and many other factors affect the negotiation
effectiveness.
 Quality of communication is optimal when intracultural negotiations
take place.
 In order to make the negotiation process effective and accordingly
as planned, proper focus and awareness is a must. Also it leads to
collective participation during the agreement of some issue.
 In the situation of ‘common knowledge’, mediators play a very key
role as they can verify all the statements that are spoken during the
negotiation by both parties, in order to avoid bias.
 An expert negotiator can influence other party and can provide more
informal behaviour from the other negotiating party.
 Males are generally focussed on the resolution of issues whereas
building a social relationship is the area of interest for women during
the negotiation.

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REFERENCES:

Research Papers / Articles:

1. THE IMPORTANCE OF COMMUNICATION SKILLS IN NEGOTIATION
Weblink: http://papers.ssrn.com/sol3/papers.cfm?
abstract_id=399824

2. Quality of Communication Experience: Definition, Measurement, and

Implications for Intercultural Negotiations
Weblink: http://papers.ssrn.com/sol3/papers.cfm?
abstract_id=1577830
3. The Impact of Communication Awareness on Exclusion in Multiparty
Negotiations
Weblink: http://papers.ssrn.com/sol3/papers.cfm?
abstract_id=1078908
4. Common Knowledge As A Barrier To Negotiation
Weblink: http://papers.ssrn.com/sol3/papers.cfm?abstract_id=36224
5. Caught Telling the Truth: Effects of Honesty and Communication
media in Distributive Negotiations
Weblink: http://papers.ssrn.com/sol3/papers.cfm?
abstract_id=305146
6. THINK GLOBALLY, ACT LOCALLY
Weblink: http://papers.ssrn.com/sol3/papers.cfm?
abstract_id=398140
7. The enlightened negotiator: What is the best type of interaction?
Weblink: http://papers.ssrn.com/sol3/papers.cfm?
abstract_id=400780
8. Strategic Negative Emotion in Negotiation
Weblink: http://papers.ssrn.com/sol3/papers.cfm?
abstract_id=609283
9. Sex differences and eye contact in negotiation

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 Weblink: http://papers.ssrn.com/sol3/papers.cfm?
abstract_id=609288

10. Psychological Influence in Negotiation: An Introduction Long

Overdue
Weblink: http://papers.ssrn.com/sol3/papers.cfm?
abstract_id=1088115

11. www.scribd.com
12. www.wikipedia.en

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