1、L/O/G/O1International Business Negotiation2 Chapter8 Communication Skills in International Business Negotiation3Teaching Objectives After studying this module,you should be able to After studying this module,you should be able to know:know:In this chapter you will learn 1How different culture affect
2、s communication in international business negotiation 2Skills of talking 3Skills of asking and answering questions 4Tips for good listening4 Closing the deal Summary of the negotiationTips on contract signing 4123Contents bargaining tactics 58.1 Summary：Communicating across cultures International bu
3、siness negotiations have often failed as a result of poor communications.Exporters need to communicate clearly with importers if they are to succeed in the international marketplace.By building listening skills,knowing how to phrase questions,and using other specific communications techniques,negoti
4、ators should be in a position to conduct their international business discussions more successfully.8 8.2 Skills of talking8.2.1 Negotiation language Your presentation should be executed in all attractive manner that is pleasing，not offensiveIt should be fair and consider the pros and cons，not suspi
5、ciousIt should be cooperative and friendly，not argumentative or hostileIt should emphasize the positive，not the negative,stress the familiar，not the unknown，and be democratic，not dictatorialYour presentation should be understated，not exaggerated 9 8.2.2 How to open and close There are a number of ap
6、proaches you can use to attract immediate attention.(1)arouse curiosity by asking a question related to your talk.(2)say something humorous.(3)start off with an interesting news item.(4)begin with a specific illustration or case,which tends to lend an air of seriousness and reality to your talk.10 8
7、.2.2 How to open and close(5)open with the impact of a profound quotation.(6)show a visual illustration of your main points,which can be either a chart,picture or item related to your talk.(7)open with a simple explanation of how your topic affects the common interests of the listeners(8)start off w
8、ith a shocking statement.(9)casually comment on something that has just happened or been said at the meeting if it ties into your presentation.11 8.2.2 How to open and close Your closing statement can be the same as one with which you would end a memorandum,summarizing and briefly outlining the main
9、 points you cover.12 8.2.3Practical tips for making statements (5)Try to be objective and genuine.(6)Have a sense of propriety in speech or action.(7)Try to be self-oriented.(8)Correct mistakes quickly and repeat your words if necessary.13 Listeners unconsciously judge you by how you talk.Your speak
10、ing voice is one of the first impressions people have of you,and that impression is often dominated by your voice quality.8.2.4Several aspects to beware of14 8.2.4 Several aspects to beware ofl A person may be characterized as friendly if his or her voice sounds warm and well modulated.l When you sp
11、eak,your words convey your thoughts,and the tone conveys your mood.l Your talking rhythmthat is,your speech speed and pauseswill depend on how complicated your message is and how clearly you articulate your words.15 8.3 Skills of asking questions In international business negotiations,one of the mos
12、t important skills is the ability to ask good questions.By asking relevant questions,negotiators can obtain valuable information from the other side as well as test various assumptions made when preparing for the discussions.During the preparatory phase,negotiators collect information,but not all da
13、ta and facts may be available;this needs to be supplemented during the talks.16 8.3.1 Basic Functions of Questions Questions appear to be able to be divided into five basic functions:(1)Cause attention.Provide preparatory conditions for the operation of the others thinking.Example：“How are you?”(2)G
14、et informationProvide questioner with information“How much is it?”17 8.3.1 Basic Functions of Questions (3)Give informationProvide the other with information“Did you know you could handle this?”(4)Start thinking.Cause the others thinking to operate“What would your suggestion be on this?”(5)Bring to
15、conclusion.Bring the others thinking to a conclusion“Isnt it time to act?”18 8.3.2 When to ask(1)It is premise to listen attentively to the other party.(2)Dont ask casually,and watch chance.(3)Dont eager to raise questions before the other party finishing his reply.(4)Prepare for the important quest
16、ions forward,and imagine some answers,then counter these answers to make some methods before raise questions.19 8.3.3How to deliver questions There are two ways to assure a high degree of reliability for answers to your questions.l One way is to lay the foundation for asking them.l The second method
17、 of assuring the reliability of answers to your questions is through the use of the tactic called“bipolar questioning.”20 8.3.4 Categaries of questions(1)Closed questions Selective questions Suggestive questions Clarifying questions Reference questions 21 8.3.4 Categaries of questions(2)Open-ended q
18、uestions Probing questions Conferring questions Proofseeking questions Heuristic questions Leading questions Conditional questions22 8.3.5 Techniques for asking questions (1)Prepare the questions ahead of time.（2）Ask questions sincerely（3）Ask questions in simple and short sentence patterns，or the co
19、unterpartwill get impatient or feel fooled（4）Avoid raising doubts（5）Ask different questions according to the age，position，personality，education level，and negotiation experience of the counterpart23 8.3.5 Techniques for asking questions （6）Ask questions at a right moment；asking a question too early w
20、ill reveal the intention of the questioner and asking your question too late will hinder the negotiation process （7）Do not interrupt the topic of your counterpart at will，and avoid bringing up a new topic before your counterpart has discussed the old topic completely （8）Do not deliberately ask quest
21、ions the other party has made painstaking efforts to avoid answering24 8.3.5 Techniques for asking questions （6）Ask questions at a right moment；asking a question too early will reveal the intention of the questioner and asking your question too late will hinder the negotiation process （7）Do not inte
22、rrupt the topic of your counterpart at will，and avoid bringing up a new topic before your counterpart has discussed the old topic completely （8）Do not deliberately ask questions the other party has made painstaking efforts to avoid answering25 8.3.5 Techniques for asking questions （9）Avoid asking qu
23、estions that may hinder the other party from making a concession （10）Test the honesty of your counterpart with a question to which you already know the answer （11）Keep silent after asking a question to wait patiently for the counterparty to answer it，and do not give additional remarks over and over
24、again，which will make it impossible for the other party to answer the question26 8.3.6 Questions that should not be asked (1)Questions about private lifejob，incomefamily status，womans age，religion and party beliefs (2)Hostile questions (3)Questions that indicate suspicions of the quality of the othe
25、r party (4)Excessive questions irrelevant with the negotiation contents27 8.4 Skills of Answering 8.4.1Six principles for answering questions（1）In order to avoid the possibility of being trapped or revealing information that ones party does not want to disclose，do not answer a question rashly （2）Ans
26、wer the question that is asked，and avoid ambiguity （3）Before answering a questiontry to find some time to think about the question 28 8.4 Skills of Answering （4）Do not reveal too much information，leaving your party with no alternatives （5）Dont allow your counterpart to pose incessant questions （6）As
27、k probing questions about some limiting conditions such as ordering quantity，co-operation time and the like 29 8.4 Skills of Answering 8.4.1Six principles for answering questions（1）In order to avoid the possibility of being trapped or revealing information that ones party does not want to disclose，d
28、o not answer a question rashly （2）Answer the question that is asked，and avoid ambiguity （3）Before answering a questiontry to find some time to think about the question 30 8.4.2 Techniques for answering questions (1)Leaving the other person with the assumptions that he has been answered.(2)Answering
29、incompletely.(3)Answering inaccurately.(4)Leaving the other person without the desire to persue the questioning process further.(5)State many answers without committing yourself to any one.31 8.4.2 Techniques for answering questions(6)State that the answer to the question is that the question cannot
30、 be answered.(7)Give a“nothing”answer.(8)Use humor in answering questions.(9)Counterattack on a point quite irrelevant to the point at issue.32 8.4.2 Techniques for answering questions(6)State that the answer to the question is that the question cannot be answered.(7)Give a“nothing”answer.(8)Use hum
31、or in answering questions.(9)Counterattack on a point quite irrelevant to the point at issue.33 8.4.2 Techniques for answering questions(10)Use disarming praise.(11)If the question cannot be refuted logically,use a remark designed to stigmatize the opposers point of view.(12)Dont answer.34 8.5 Skill
32、s of listening 8.5.1The barrier of listening Studies show that the average person remembers only about half of what he or she hears immediately after the speaker stops talking，no matter how carefully the listener has paid attention 35 8.5 Skills of listening8.5.2 Tips for good listening(1)Listen att
33、entively and patiently.(2)Listen actively.(3)Overcome preconceptions.(4)Dont cut in or refute in haste (5)Dont be absentminded (6)Keep proper records (7)Do not let your counterpart lead you by the nose 36 8.5 Skills of listening 8.5.1The barrier of listening Studies show that the average person remembers only about half of what he or she hears immediately after the speaker stops talking，no matter how carefully the listener has paid attention 37Thanks!
