Influence In Crisis Negotiations - Deepstash

Influence In Crisis Negotiations

After using the other crisis negotiations skills you can pursue the final goal, to nudge someone else’s frame of mind towards a positive outcome.

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MORE IDEAS FROM The 5 Core Skills Of Hostage Negotiators

People in crisis often feel they lack control. By letting them talk and being a part of the negotiation process you give them a sense of control, helping them de-escalate and bringing yourself closer to your goal; voluntary compliance.

You also have to keep control of yourself, especially your emotions, as negative displays of emotion by you can escalate the situation. 

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A Negotiator's Goals During Crisis Management

In crisis situations a person’s actions is heavily based on emotions, at the expense of rationality. A negotiator seeks to reduce the negative emotions and bring back a more rational thinking process through the use of active listening, timing, empathy, rapport building, influence and control.

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To use communication skills to get a person to change from a negative behavior to a more desirable one.

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“In crisis situations, emotions can dictate a person’s actions at the detriment of rational thinking.”

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Core Skills 2 & 3: Empathy and Rapport

To influence someone it's necessary to show an understanding of their current emotions and behaviors; to have empathy. This can be done by attentively listening.
Building rapport involves giving the person your attention, being positive and ensuring verbal and nonverbal communication are congruent.

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"We all need to be good listeners and learn to demonstrate our empathy and understanding of the problems, needs, and issues of others. Only then can we hope to influence their behavior in a positive way.”

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Core Skill 1: Active Listening

By strategically using open-ended questions, emotional labeling, mirroring/reflecting, silence, and paraphrasing, active listening allows the negotiator to gather information on the other person and simultaneously demonstrate empathy and rapport, thus reducing their negative emotions.

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RELATED IDEA

  • Integrative negotiators: create value between negotiating counterparts.
  • Distributive negotiators: maximize their claim to value in the negotiation at hand.
  • Crisis negotiators: apply advanced conflict resolution skills strategically according to context.

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5 Steps for Effective Crisis Negotiation
  • Prepare for crisis: Good crisis-management plans predict and set mechanisms to deal with and minimize the effects of disputes.
  • Establish ground rules: This establishes a foundation for trust, and disincentivizes extreme demands.
  • Confront emotions head-on: Listen to your counterpart's demands aiming to identify his underlying motivations. Active-listening techniques, such as self-disclosure, paraphrasing, and supportive remarks may help.
  • Don’t rush the process: Strong emotions have a tendency to de-escalate over time, which may lead to lighter demands.
  • Strengthen the relationship: establishing positive bonds helps both parties to see what would satisfy its counterpart.

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Conversational Narcissism

Is to seek to hold the attention of a conversation on oneself. It occasionally manifests on the average person when we pretend to be listening, but we were really focusing on what we want to say.

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