GANPAT UNIVERSITY

MBA Semester-I
2IA06MCO: Managerial Communication
Unit: 4

 BUSINESS NEGOTIATION
NEGOTIATION
Meaning:
A negotiation is a discussion between two or more people to work out a solution to a common
problem. Negotiation may be interpersonal (between two people) or intergroup (between two
groups). It might also be at a corporate, national, or international level. Negotiation is, thus,
an activity that is designed to resolve a conflict.
Process:
Source [Link]
Step 1: Preparation

Before entering a negotiation, you need to prepare. There are several things to define,
including your:

 Zone of possible agreement (ZOPA): The range in which you and other
parties can find common ground. To establish the ZOPA, think about your
perspective and your counterpart’s. What do you each want and need?
Where might you be willing to compromise?

 Best alternative to a negotiated agreement (BATNA): Your ideal course

of action if an agreement isn’t possible. To determine your BATNA,
consider alternatives that provide some of the value you aim to gain from the
negotiation. In Negotiation Mastery, Wheeler gives the example that if you
can't negotiate down a new car’s price, your BATNA may be to have your
old car repaired.

 Walkaway: The line where ending negotiations is better than making a bad
deal. Use your BATNA to determine your walkaway. At what point would
the BATNA provide more value than a possible negotiated outcome? That’s
your walkaway.

 Stretch goal: The best-case scenario for the negotiation’s outcome. It’s
critical to give the negotiation a potential ceiling to gauge offers. In
Negotiation Mastery, Wheeler recommends choosing a scenario that’s
unlikely but not impossible; something that has a 10 percent chance of
occurring.

Preparing in advance can improve your confidence, give you clear goals to
work toward, and provide a strategy to base your approach on.

Step 2: Bargaining

The second step, bargaining, is what most often comes to mind when thinking about
negotiation. Yet, before discussions even begin, there are three levers that determine
how the bargaining stage will play out:

 Engaging (the “who”): How do you engage with each other? Is this a
friendly conversation, or do you fall into enemy territory?

 Framing (the “what”): How do you define the negotiation? For instance, is it
a battle, partnership, or problem to be solved together?

 Norming (the “how”): How do you relate to one another? What behaviors
are established that characterize the negotiation?
You typically define these levers in a negotiation’s first few minutes simultaneously.
You negotiate the “who,” “what,” and “how” implicitly as the broader negotiation
happens explicitly.

Your counterpart may have different preferences, expectations, risk tolerance, and
time horizons. The bargaining stage is about creating value for both you and other
parties despite your differences. It requires finding the ZOPA and working within that
space to claim the value needed to make the negotiation worthwhile.

Step 3: Closing
The third step in the negotiation process is closing—either coming to an agreement or ending
the negotiation without reaching one.
How a negotiation closes depends on each party’s walkaway, BATNA, and ZOPA. It also
relies on how you use engaging, framing, and norming to create a relationship with the other
parties.
If you can’t reach a solution in the ZOPA, perhaps one or more parties decide to go for their
BATNA instead. If you and the other parties create and claim value, you may strike a deal.
Step 4: Learning from Your Experience
The final step of the negotiation process is possible to overlook but critical to your ongoing
growth: Reflect on your experience. What went well? What went poorly, and why? How do
you feel about the outcome?
No two negotiations are the same. The foundational elements can vary (such as the scenarios
and people involved), as well as the finer details (for instance, people’s demeanours,
emotions, walkaways, and BATNAs).
Reflecting on the process enables you to get to know yourself better as a negotiator and
integrate your learnings into your next negotiation.
MANAGING NEGOTIATIONS:
 Prepare: Know what you want, consider alternatives, and plan concessions
 Be positive: Build rapport and trust, and remain positive
 Consider the other party: Understand their side, consider their background, and
tailor your response
 Communicate: Listen and communicate well
 Be flexible: Be flexible with time and focus on creating value
 Consider the 5 C’s: Collaboration, creativity, compromise, communication, and
credibility are key elements for successful negotiations
 Consider the 5 P’s: Prepare, probe, possibilities, propose, and partner
A negotiation is a discussion to resolve an issue so that all parties are satisfied. The
negotiation process involves considering elements like communication, the interests of each
party, and the legitimacy of the conflict.
Barriers to the Negotiation Process
One barrier to negotiation is the failure to recognize the opportunity of negotiation: some
people accept any offer that comes their way. This can be due to the following reasons:
❚ They may not be aware that the scope for negotiation exists. They fail to negotiate simply

because they do not realize that bargaining can lead to a better offer.
❚ Some people are shy and hesitant by nature and do not take risks with communication

(perhaps due to fear of loss of face or embarrassment). They do not want to be perceived
as confrontational.
❚ Some people are in deep conflict with the other party and do not negotiate deliberately.

There is an inherent power struggle for supremacy borne by a deep-rooted dislike for
each other.
❚ Negotiation is not a linear process. Many times, the process is driven by hidden agendas.

Also, the negotiators are not always willing to negotiate and are unclear about what they
want. Thus faulty assumptions may be a barrier to negotiation.
Examples
Negotiating a Salary
Consider the following exchange:
Recruiter: Well Rachel, your total emoluments amount to about INR 80,000 per month.
Rachel: Well, I expected something more…
Recruiter: But we have already accommodated your work experience and the certificate
Courses that you have completed in determining your compensation.
Rachel: Well you see, in a city like New York, the cost of living is so high…you must be
more Knowledgeable about it than I am…
Recruiter: Then trust us.
Rachel: I know that L.M. Brothers has a reputation for low starting packages, but I still feel
That. I hope you do understand…
This went on for some time. Finally, irritated with Rachel’s indecisiveness, the recruiter asked
Her to wait and that they would get back to her…and they never did.
What was Rachel’s mistake? Rachel failed to express her salary expectations clearly in
front of the recruiter. If your salary should be more than that quoted, mention it firmly but
politely. Do not appear indecisive as this example illustrates. Give sound arguments to prove
your claim. This could mean the following:
❚ How much more do you feel you should get?

❚ What is the basis of your argument? (Experience? Certification? Location? Cost-of-living

indices?)
❚ State how you will justify the increase once you join the organization.

❚ Learn to be tactful. Do not state generalizations (such as “L.M. Brothers are known to

give lower starting salaries.”).

It can be said that negotiation is 90 per cent communication and 10 per cent strategy. Skilled
negotiators are aware of this and plan their communication accordingly.

 SPOKEN COMMUNICATION
Webinars
A webinar (short for "web-based seminar") is an online event or presentation conducted over
the internet, where participants can interact with the host and other attendees through video,
audio, chat, and other collaboration tools. Webinars are commonly used for education,
training, marketing, or business communication.

Essentials of Conducting a Webinar

1. Define Your Goals and Audience

o Clearly define the purpose of the webinar (e.g., education, training,
marketing).
o Identify your target audience to tailor the content.

2. Choose the Right Platform

o Select a reliable platform like Zoom, Microsoft Teams, Google Meet, or
GoToWebinar based on your needs (e.g., audience size, interactive tools).

3. Plan the Content

o Create an engaging agenda that includes a mix of presentation, discussion, and
Q&A.
o Use visuals like slides, videos, or infographics to keep it dynamic.

4. Set a Date and Time

o Pick a date and time that suits your audience, considering their time zones.
 5. Promote the Webinar
o Use social media, emails, and other marketing channels to invite attendees.
o Share details like the topic, speaker(s), and registration link.

6. Prepare Equipment and Tools

o Ensure you have a good-quality webcam, microphone, and stable internet
connection.
o Test the platform's features, like screen sharing, chat, and polls.

7. Engage Your Audience

o Start with an introduction and icebreakers.
o Encourage participation through Q&A sessions, live polls, or quizzes.

8. Rehearse in Advance
o Conduct a practice session to ensure familiarity with the platform and to
troubleshoot any technical issues.

9. Manage Time Effectively

o Stick to the schedule and allocate time for each segment, including Q&A.

10. Record and Share

o Record the webinar for attendees who may want to revisit it or missed the
session.
o Share follow-up materials like slides, notes, or key takeaways.

11. Gather Feedback

o Use surveys or feedback forms to understand what worked and identify areas
for improvement.

12. Technical Support

o Have a backup plan and a technical support person available during the
webinar to resolve issues.

TELECONFERENCING
It is a communication method that allows multiple participants to connect and interact
simultaneously using telecommunication technologies. It can involve audio, video, or data
sharing, making it suitable for virtual meetings, business discussions, and team
collaborations.

Common types of teleconferencing include:

1. Audio Conferencing: Voice-only communication via phones or VoIP.

2. Video Conferencing: Real-time video and audio interaction (e.g., Zoom, Microsoft
Teams).
3. Web Conferencing: Includes screen sharing, presentations, and data exchange, along
with video and audio.
Essentials of Conducting Teleconferencing

1. Define Objectives
o Clearly outline the purpose of the teleconference (e.g., project update, training
session).
o Share the agenda with participants in advance.

2. Select the Right Technology

o Choose a teleconferencing platform that fits your requirements (e.g., Zoom,
Google Meet, Cisco Webex, or Skype).
o Ensure compatibility with participants' devices.

3. Prepare Equipment
o Test microphones, cameras, and internet connections.
o Use a noise-cancelling microphone and ensure good lighting for video calls.

4. Schedule and Notify Participants

o Set a convenient time, considering time zones if participants are from different
regions.
o Send invitations with clear details (date, time, platform link, dial-in numbers,
agenda).

5. Establish Ground Rules

o Request participants to mute when not speaking.
o Encourage punctuality and active participation.

6. Prepare and Test Content

o Have all materials (e.g., slides, documents) ready for presentation or sharing.
o Test screen-sharing features or other tools beforehand.

7. Facilitate the Session

o Start on time with a brief introduction and an overview of the agenda.
o Monitor participation, ensuring everyone gets a chance to speak or contribute.

8. Time Management
o Stick to the schedule and avoid unnecessary tangents.
o Allocate time for questions and discussions at the end.

9. Handle Technical Issues

o Have a backup plan, such as an alternate platform or dial-in number, in case of
technical failures.

10. Engage Participants

o Use interactive features like polls, Q&A, or breakout rooms (if available).
o Keep the discussion focused and relevant.

11. Document the Meeting

o Record the session, if appropriate, for participants who may need a review.
o Take notes on key points or decisions.
 12. Follow-Up
o Share meeting minutes, action items, and other relevant documents with
participants after the session.
o Gather feedback for improvement in future teleconferences.

What are Netiquettes?

Netiquette (a blend of "internet" and "etiquette") refers to the code of proper and polite
behavior that individuals should follow while communicating or interacting online. These
guidelines ensure respectful, clear, and effective communication in digital spaces, including
emails, social media, chat rooms, forums, and video conferences.

Examples of Netiquettes

1. Be Respectful
o Avoid offensive language or tone. Treat others with kindness and
understanding.
o Example: Instead of saying, "Your idea is terrible," say, "I see your point, but
I have a different perspective."

2. Avoid Using All Caps

o Writing in all caps is perceived as shouting and can seem aggressive.
o Example: Instead of typing "THIS IS IMPORTANT," write, "This is
important."

3. Respond Promptly
o Reply to emails, messages, or comments within a reasonable timeframe to
maintain good communication.
o Example: Acknowledge an important email within 24 hours, even if it's just to
say you'll respond in detail later.

4. Use Proper Grammar and Spelling

o Ensure your messages are easy to understand and free from careless errors.
o Example: Instead of "Ur late for mtng," write, "You are late for the meeting."

5. Respect Privacy
o Do not share personal information, photos, or conversations without
permission.
o Example: Ask before sharing someone’s photo on social media.

6. Avoid Spamming
o Do not send unnecessary or repetitive messages in a chat or group.
o Example: Instead of sending five separate texts, consolidate your points into
one message.

7. Be Mindful of Tone
 o Without non-verbal cues, written messages can be misunderstood. Use polite
and clear language.
o Example: Instead of "Why didn’t you finish this?" write, "Can you share the
status of the task?"

8. Stay Relevant
o Stick to the topic during discussions and avoid derailing conversations.
o Example: In a professional group chat about project updates, don’t post
memes.

9. Acknowledge Sources
o Give credit when sharing someone else’s work or ideas.
o Example: If sharing a quote, mention the author or source.

10. Respect Others' Time

o Avoid sending unnecessary long messages or scheduling calls without prior
notice.
o Example: Instead of sending a 10-minute voice message, summarize it in text.

Need for Netiquette

1. Promotes Respectful Communication

o Ensures a positive and harmonious online environment by discouraging
offensive behavior.

2. Avoids Misunderstandings
o Polite and clear communication minimizes confusion caused by tone or
unclear messages.

3. Enhances Professionalism
o Proper netiquette reflects well on individuals, especially in professional
contexts.

4. Maintains Online Privacy and Security

o By respecting boundaries and avoiding oversharing, netiquette safeguards
personal information.

5. Encourages Collaboration
o Polite behavior fosters better teamwork and cooperation in virtual groups.

6. Supports Inclusivity
o Ensures everyone feels welcome and valued in online discussions, regardless
of background.

7. Builds Credibility
o Proper online behavior enhances your reputation and trustworthiness.
What is Interpersonal Communication?

Interpersonal communication is the process of exchanging information, thoughts, and

feelings between two or more people through verbal or non-verbal methods. It occurs in
various settings, such as personal relationships, workplace interactions, and casual
conversations.

How to Have Successful Interpersonal Communication

1. Active Listening
o Listen attentively without interrupting. Show understanding by paraphrasing
or asking clarifying questions.
o Example: When a colleague shares a concern, respond with, "I understand
you're worried about the deadline. How can we address this together?"

2. Clarity and Conciseness

o Communicate your message clearly, avoiding unnecessary jargon or
ambiguity.
o Example: Instead of saying, "We need to adjust the parameters," say, "We
need to increase the budget by 10% to meet our goals."

3. Empathy
o Understand and validate the other person's emotions and perspective.
o Example: "I can see why this situation is frustrating for you. Let’s work on a
solution together."

4. Non-Verbal Cues
o Use positive body language, such as maintaining eye contact, nodding, and
smiling, to reinforce your message.
o Example: During a meeting, leaning slightly forward shows engagement.

5. Feedback
o Provide constructive feedback and be open to receiving it.
o Example: "I appreciate your effort on this project. Next time, let’s focus on
meeting the deadline."

6. Adaptability
o Adjust your communication style based on the person or situation.
o Example: Use a formal tone when addressing senior leaders and a casual tone
with close colleagues.

7. Conflict Resolution
o Address conflicts calmly and seek a mutual resolution.
o Example: Instead of blaming, say, "Let’s discuss what went wrong and find a
way to avoid this in the future."
Dyadic Communication

Dyadic communication refers to a two-person interaction, the most basic form of

interpersonal communication. It can be formal or informal and is often face-to-face but can
also occur over calls or messages.

Examples of Dyadic Communication

 Formal:
A manager discussing performance feedback with an employee.
Example: "Your recent report was excellent. Let’s talk about how we can enhance it
further."
 Informal:
A casual chat between friends.
Example: "What plans do you have for the weekend?"

Characteristics of Dyadic Communication

1. Personal and direct interaction.

2. Two-way feedback and exchange.
3. Can involve both verbal and non-verbal cues.

Dictating Communication

Dictating communication involves one person giving instructions or orders to another, with
minimal dialogue or feedback. It is commonly used in hierarchical relationships or situations
requiring clarity and authority.

Examples of Dictating Communication

1. In the Workplace:
A supervisor giving clear instructions to an employee.
Example: "Submit the report by 5 PM today and ensure all figures are double-
checked."
2. In Emergencies:
A leader directing a team during a crisis.
Example: "Evacuate the building immediately and regroup at the safety point."

When Dictating Communication is Effective

 When immediate action is required.

 When clarity and authority are necessary.
 When there’s no time for discussion.
Key Differences Between Dyadic and Dictating Communication
Aspect Dyadic Communication Dictating Communication
Nature Two-way interaction. One-way directive.
Feedbac Encourages feedback. Limited or no feedback.
k
Tone Conversational. Authoritative.
Example Friendly chats, performance reviews. Instructions, orders in emergencies.
s

How to Succeed in Dyadic and Dictating Communication

1. For Dyadic Communication: Be empathetic, listen actively, and ensure mutual

understanding.
o Example: "I see your point; let’s explore options together."

2. For Dictating Communication: Be clear, concise, and authoritative without being

harsh.
o Example: "Follow the protocol strictly to ensure safety."

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