Page 246 - DMGT519_Conflict Management and Negotiation Skills

Conflict Management and Negotiation Skills

Notes 11.9.2 Persuasive Words

There are many subconscious persuasive words that one can use. Often these will be a call to
action: for example “Do that” or “Be this”. Positive words and adjectives such as “Definitely”,
“Most” and “Effective” are very persuasive all on their own.
Use “now” words such as “today” or “at the moment” often to subliminally suggest urgency.

Rhetorical questions

Getting the person to think for themselves is highly motivating and can therefore be extremely
persuasive. Ask questions that engage them and they automatically become more receptive.
This will also help you learn more about them. Often this will even convince them that they are
making the decision when in fact you have simply steered them to this persuasion.

Using Persuasive Language
Tactics that make an argument persuasive:

1. Metaphor: A powerful way to convey meaning from one thing to another.
2. Humor: Can create a positive atmosphere, or diffuse a tense moment.
3. Using props: Visual people respond better to images and words than verbal
communications. Props can focus the discussion easily.
4. Storytelling: Conveys the interests behind the position.
5. Focus on other party’s perspective: Use either a central route – encourage content, or
peripheral route – using throwaways, friendly/flattering behavior.

11.10 Tools for Persuasive Communication

Successful negotiators create leverage through persuasive
1. Verbal communication: direct single dialogue to present a position, followed by silence
(use tone, pitch, and volume of your voice to convey meaning)
2. Non-verbal communication: can add emphasis through body language, facial expressions,
actions
(a) Kinesis: posture and physical movements (standing up, circling, walking out)
(b) Eye movement: maintain eye contact to convey security, truthfulness
(c) Facial expression: can express anger, happiness, fear, concern, etc., but also can be
misread
(d) Gestures: can be misread
(e) Time and space: arriving on time, pleasant meeting space send cues.

11.11 Persuasion through Process

Process techniques to shape the other party’s perception
1. Identify the decision maker: take the discussion to them.
2. Address needs of individual team members if the interests of the groups are diffused.

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