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succeed. In addition, each side must believe that the other side is willing to
compromise. If the parties regard each other with suspicion and mistrust, they
may conclude that the other side is not committed to the negotiation process and
may withdraw.
When there is little trust between the negotiators, making concessions is
not easy. First, there is the dilemma of honesty. On one hand, telling the other
party everything about your situation may give that person an opportunity to
take advantage of you. However, not telling the other person anything may lead
to a stalemate. The dilemma of trust concerns how much you should believe of
what the other party tells you. If you believe everything this person says, then he
or she could take advantage of you. But if you believe nothing this other person
says, then reaching an agreement will be very difficult. The search for an
optimal solution is greatly aided if parties trust each other and believe that they
are being treated honestly and fairly.
In many cases, the negotiators' relationship becomes entangled with the
substantive issues under discussion. Any misunderstanding that arises between
them will reinforce their prejudices and arouse their emotions. When conflict
escalates, negotiations may take on an atmosphere of anger, frustration, distrust,
and hostility. If parties believe that the fulfillment of their basic needs is
threatened, they may begin to blame each other and may break off
communication. As the issue becomes more personalized, perceived differences
are magnified and cooperation becomes unlikely. If each side gets locked into its
initial position and attempts to force the other side to comply with various
demands, this hostility may prevent negotiators from reaching agreement or
making headway toward a settlement. In addition, parties may maintain their
commitment to a course of action even when that commitment constitutes
irrational behavior on their part. Once they have adopted a confrontational
approach, negotiators may seek confirming evidence for that choice and ignore
contradictory evidence. In an effort to save face, they may refuse to go back on
previous commitments or to revise their position.
To combat perceptual bias and hostility, negotiators should attempt to
gain a better understanding of the other party's perspective and try to see the
situation as the other side sees it. In some cases, parties can discuss each other's
perceptions, making a point to refrain from blaming the other. In addition, they
can look for opportunities to act in a manner that is inconsistent with the other
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side's perceptions. Such de-escalating gestures can help to combat the negative
stereotypes that may interfere with fruitful negotiations. In ideal circumstances,
negotiators also establish personal relationships that facilitate effective
communication. This helps negotiators to focus on commonalities and find
points of common interest.
Finally, if the "right" people are not involved in negotiations, the process
is not likely to succeed. First, all of the interested and affected parties must be
represented. Second, negotiators must truly represent and have the trust of those
they are representing. If a party is left out of the process, they may become
angry and argue that their interests have not been taken into account.
Agreements can be successfully implemented only if the relevant parties and
interests have been represented in the negotiations, in part because parties who
participate in the negotiation process have a greater stake in the outcome.
Similarly, if constituents do not recognize a negotiator as their legitimate
representative, they may try to block implementation of the agreement.
Negotiators must therefore be sure to consult with their constituents and to
ensure that they adequately deal with constituents' concerns.
Practice Correspondence
Here are three dialogues focusing on English you'll need at work for
discussing business, or taking care of other daily business tasks. Each dialogue
includes a key vocabulary section, as well as a follow-up comprehension quiz.
Choose the correct answer to these questions based on the dialogue. Each
question has only one correct answer.
WebVisions Conference
Robert: I'm going to Portland on Thursday. There's a internet expo on. It's called
WebVisions.
Alice: What is the schedule like?
Robert: As soon as I arrive, the keynote speech begins.
Alice: ... and after that?
Robert: When the keynote ends, we'll have two hours to check out the booths.
Alice: Are you making any presentations?
Robert: No, I'm just attending this conference.
Alice: Is Tad Wilson presenting?
Robert: No, but he's giving a workshop on Monday.
Alice: When are you coming back?
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Robert: I'm flying back on Saturday morning.
Alice: Remember you are meeting with Trevor on Monday morning at nine o'clock sharp!
Robert:Oh, thanks! I forgot about that ...
Alice: Have a good trip!
Key Vocabulary
expo
schedule
keynote speech
to check something out
booth
presentation
to attend
workshop
at X o'clock sharp
Check your understanding with this multiple choice comprehension quiz.
Q: Where is Robert going on Thursday?
1. To a meeting
2. To an internet expo
3. On vacation
Q: What will he do after the keynote?
1. Meet with Tad Wilson
2. Check out the booths
3. Go to a workshop
Q: What's he doing at the conference?
1. Making a presentation
2. Holding a workshop
3. Attending the conference
Q: When is he returning?
1. On Monday
2. On Saturday
3. On Tuesday
Q: What two things are happening on Monday?
1. Tad Wilson's workshop and Robert's meeting with Trevor
2. Tad Wilson's meeting and Robert's workshop
3. WebVisions and Robert's workshop
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Discussing Ideas at a Meeting
Chairman: I'd like to open today's meeting. Robert?
Robert: First, I'll quickly go over the main points of the last meeting.
Chairman: …. (finishes) , if no one has anything to add, let's move on to today's agenda.
Robert: I suggest we each give a little background on the suggestions we discussed last week.
Chairman:Could you repeat that, please?
Robert: Let's start by going over the research you've done on the suggestions.
Chairman: You'll find most of the information outlined in the summary documents in front
of you.
Robert: These figures are interesting. It's clear to me that customer communications are not
working as they should.
Chairman: Yes, our marketing efforts really haven't been effective to date.
Robert: I suggest we break up into groups and discuss how we can improve our message.
Chairman: Unfortunately, we're almost out of time. I suggest you submit your ideas on
marketing and we can discuss the best next week.
Robert: Before we close, could we quickly discuss the Armstrong situation?
Key Vocabulary
to open a meeting
to go over
main points
to add something to a discussion
agenda
to move on
to give some background
outlined
summary documents
figures
communications
marketing efforts
to date
to break up into groups
out of time
to close a meeting
Check your understanding with this multiple choice comprehension quiz.
Q: What's the first order of business
1. New suggestions
2. Quick review of last meeting
3. Marketing ideas
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Q: What would Robert like to hear?
1. Some new suggestions
2. Background on the suggestions
3. Ideas on marketing
Q: How is the summary information presented?
1. By PowerPoint
2. Orally
3. In a summary document
Q: What seems to be the main problem?
1. The Armstrong situation
2. Research and development
3. Customer communications
Q: What hasn't worked well until now?
1. The Armstrong situation
2. The main points of last week's meeting
3. Marketing efforts
Q: Why can't they break up into groups?
1. That's not the purpose of this meeting.
2. They're running out of time.
3. They need to go over other information.
Tomorrow's Meeting
Alice: We're having a meeting tomorrow. Can you make it?
Kevin: When is it taking place?
Alice: We're planning on 10 o'clock. Is that OK?
Kevin: Yes, that'll be fine.
Alice: We're going to go over last quarter's sales figures.
Kevin: Good. I have some input I'd like to make.
Alice: Frank is also going to make some suggestions on improving the bottom line.
Kevin: That'll be interesting. He's got keen insights.
Alice: Yes, he's going to outline some new sales strategies.
Kevin: Is Alan attending?
Alice: No, he's flying to San Francisco and won't be able to make it.
Kevin: Oh well, maybe He'll phone in.
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Key Vocabulary
to make a meeting
to take place
sales figures
quarter
bottom line
insight
strategy
to phone in
Check your understanding with this multiple choice comprehension quiz.
Q: When is the meeting?
1. Next Monday at 10
2. Tomorrow at 10
3. This afternoon
Q: What's the subject of the meeting?
1. The San Francisco accounts
2. Last quarter's sales figures
3. This year's budget
Q: What type of suggestions will Frank make?
1. Improving research
2. Improving the bottom line
3. Sales on the east coast
Q: What is Frank going to outline?
1. Keen insights
2. New sales strategies
3. San Francisco partners
Q: Who isn't going to attend?
1. Kevin
2. Frank
3. Alan
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14. TELEPHONE CONVERSATIONS
Words to watch for:
adversely (adv) not favourable; contrary; opposing
ascertain (v) to investigate sth so that one knows and is certain; to find out
sth
burden (n) something heavy that is carried
enunciation (n) act of speaking clearly and concisely
feasible (adj) that can be done; practical; possible
fib (v) to tell a lie
forgo (v) to give up, renounce, or resign
impromptu (adj) made or done without previous preparation
indefinitely (adv) not clearly defined or stated; vague
intent (n) something that is intended; an aim or purpose
noshing (n) snack or light meal
rundown (n) a point-by-point summary
surreptitious (adj) done or acting secretly or in a way that one does not
want others to notice
Getting Through
Although email and instant messaging are quickly becoming standard
forms of office communication, the telephone still plays an important role in
business. Just like a face-to-face meeting, telephone conversations are expected
to and should follow certain rules of etiquette to help make the experience
pleasant and productive for all those involved.
It's easy to forgo manners when talking over the phone. Distractions
abound, from impromptu meetings or email notifications blinking on your
computer screen. Remember that a conversation over the phone carries just as
much weight as a face-to-face meeting, as it is a great opportunity to
communicate in real time.
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Tuning up your pipes
If your job requires being on the phone most of the day, remember it
usually takes a few hours for the human vocal cords to fully warm up after a
night's sleep. Eight hours of rest usually leaves them a little rusty. Practice
enunciation in the bathroom mirror while you get ready for work, or do some
vocal exercises in the shower. Singing in the shower does wonders for a day of
cold calling - but make sure you're not disturbing someone else's slumber with
your warbling. Deep breathing exercises help condition your stomach and throat
for a day's worth of talking, as well as gently clearing your throat and blowing
your nose. If you drive to work, you can also sing along with the radio in the car.
Making the call
When making a business call, be sure to first identify yourself and your
company. If you're routed to a receptionist or operator, also include the name of
the person you're trying to reach. A simple, "Hello, this is Mary Robert from Off
the Wall Productions. May I please speak with Mark Grand?" will do.
Be prepared with a one or two sentence explanation of the purpose for
your call. When you are connected with the person, state the purpose of your
call and then be sure to ask if you are calling at a convenient time. This is one of
the most overlooked areas of phone etiquette, and allows the person you're
calling the opportunity to better address your needs at a later time. Don't fib
about how long your call will take - if you know it will take longer than five
minutes, don't say, "It'll be quick." Let the person know what they are getting
into at the start of the conversation.
If you get shunted to a receptionist and he or she asks why you are
calling, give a concise but informative statement that can be easily relayed. Do
not, however, assume that your message will be communicated; when you speak
directly with the person you are trying to call, repeat your message in your own
words. Don't be insulted if you're asked to leave a message or call back later previous engagements do take priority.
Answering the phone
People make business phone calls for specific reasons. Very rarely do
vendors or clients call just to catch up. Telephone calls usually lead to some
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action to be taken, so make sure your first vocal impression is a good one by
trying to answer the phone as pleasantly and professionally as possible.
Identify yourself and your company when receiving an incoming call.
While it's not impolite to say, "Off the Wall Productions, Mary Robert
speaking," it might be easier on the listener to say, "Thank you for calling Off
the Wall Productions. This is Mary Robert. How may I help you?" Variations on
this theme can convey your greeting quite effectively. If you work at a large
corporation with many departments, it may also help to include your department
or section name, "This is Mary Robert, accounts receivable. How may I help
you?"
Hold, please
The hold feature is generally considered a double-edged sword in
telephone etiquette. No one is usually available at the exact moment of a phone
call, and being on hold simply must be tolerated. However, there are many
things the caller and the person taking the call can do to make the experience a
pleasant one.
If you must put someone on hold, ask first and - most importantly - wait
for their answer. If someone expresses reservation about being put on hold,
calmly explain why it is necessary. Perhaps the person they are calling for
stepped out of the office and needs to be tracked down, or is on another call.
Callers like an explanation for their inconveniences, but don't give away too
much information. If Bill from distributing is in the restroom, just tell the caller
he is away from his desk.
Remember to keep the person on hold updated on the status of his or her
call every 30 seconds. A simple "She's on another call" or "His meeting is
running a little late" is sufficient. It's okay to hang up after three minutes on
hold. Call back and ask to leave a message instead.
Voice mail and messages
If you have to leave a message or voice mail for someone, make it short
and to the point. Speak clearly and slowly and leave your name, phone number,
and a brief message. Say your name and number at the beginning and again at
the end of the message, especially if you don't know the person you're calling. If
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the voice mail system allows you to play back your message, consider taking
advantage of that feature to make sure your message is clear and communicates
your needs.
Returning messages promptly is always appreciated. It's customary to
return telephone calls within 24 hours. If you cannot attend to the caller's needs
within that time, briefly phone the person to say when you will be available.
Your own voice mail
The message you leave as your outgoing message is an important business
tool. Information is critical. The best messages communicate several key things
to the person calling you: your name, the organization and/or group you're in,
the current date (this tells them you are checking your messages), whether you
are in the office or not that day, when to expect a call back, whom to contact if
the call is urgent, and how to get to that person.
This seems like an enormous burden, but it just requires a little discipline
first thing every morning or last thing every night. If you've ever called someone
and gotten a generic voicemail, you know how disconcerting it can be. Is the
person on vacation? Will I get a call back? When? So it's especially important
for people who travel frequently to attend to outgoing messages.
Of course, you can simplify the approach and perhaps change your
message once a week providing an update of the days you'll be out of the office
that week. Any useful information in your outgoing message will make your
caller feel more comfortable that the message is important and you will respond.
Be sure to respond.
On the Call
After establishing contact with the party you're trying to reach, you should
be ready to use the time as effectively as if you were in a face-to-face meeting.
The speakerphone – friend or foe?
Speakerphones are a great tool for communication via the telephone, but
they must be used wisely. Some people prefer to use a speakerphone even when
no one else is listening in so that they can take notes during the conversation
without having to juggle a phone receiver. If you're one of those people, make
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