CNE Effective Communication Skills 2 — Questions and Answers
Question 1: In negotiation, 'framing' refers to which communication technique?
- Presenting information in a way that influences how the other party perceives it (Correct answer)
- Structuring the physical meeting space to reduce tension
- Writing a formal agenda before negotiations begin
- Summarizing key points at the end of each session
Correct answer: Presenting information in a way that influences how the other party perceives it
Framing shapes how information is perceived by emphasizing certain aspects over others, directly influencing the counterpart's decisions.
Question 2: When a negotiator uses the phrase 'help me understand your position,' this is an example of:
- A power play to expose weaknesses
- An open-ended question designed to encourage elaboration (Correct answer)
- A closed question seeking a yes or no answer
- A stalling tactic to delay concessions
Correct answer: An open-ended question designed to encourage elaboration
Open-ended questions invite the other party to share more information, revealing interests and priorities that inform better agreements.
Question 3: Which listening behavior is MOST likely to make a counterpart feel heard and respected?
- Preparing your rebuttal while the other party speaks
- Interrupting to clarify points immediately
- Maintaining eye contact and nodding at appropriate moments (Correct answer)
- Taking extensive notes without looking up
Correct answer: Maintaining eye contact and nodding at appropriate moments
Nonverbal cues like eye contact and nodding signal active engagement and validate the speaker's message.
Question 4: The concept of 'strategic silence' in negotiation communication means:
- Refusing to speak until the other party makes a concession
- Intentionally pausing after making a proposal to allow the counterpart to respond (Correct answer)
- Leaving the room to signal dissatisfaction
- Using written communication instead of verbal to avoid misunderstandings
Correct answer: Intentionally pausing after making a proposal to allow the counterpart to respond
Strategic silence after stating a position creates psychological pressure and gives the counterpart space to respond or reveal information.
Question 5: A negotiator who consistently uses 'we' language instead of 'I' language is attempting to:
- Diminish personal accountability for offers made
- Build a collaborative atmosphere and shared ownership of the process (Correct answer)
- Confuse the counterpart about decision-making authority
- Imply a larger team is involved to increase perceived power
Correct answer: Build a collaborative atmosphere and shared ownership of the process
'We' language fosters a partnership mindset, reducing adversarial dynamics and encouraging joint problem-solving.
Question 6: Paraphrasing in negotiation serves primarily to:
- Repeat the counterpart's words verbatim to show you were listening
- Restate the counterpart's message in your own words to confirm understanding (Correct answer)
- Summarize the final agreement for the record
- Translate complex legal terms into plain language
Correct answer: Restate the counterpart's message in your own words to confirm understanding
Paraphrasing confirms comprehension, reduces miscommunication, and demonstrates genuine attention to the counterpart's message.
Question 7: Which communication approach is MOST effective when delivering bad news to a counterpart in a negotiation?
- Lead with the bad news directly, then immediately pivot to a counter-offer
- Bury the bad news in the middle of a long message to soften the impact
- Acknowledge the difficulty first, state the news clearly, then pivot to options (Correct answer)
- Delegate delivery of bad news to a lower-level team member
Correct answer: Acknowledge the difficulty first, state the news clearly, then pivot to options
Acknowledging the difficulty builds empathy, clear delivery prevents confusion, and pivoting to options keeps the negotiation constructive.
CNE Effective Communication Skills 2
In negotiation, 'framing' refers to which communication technique?