ACSC 533 Study Guide - Final Guide: Best Alternative To A Negotiated Agreement, Active Listening, John Graunt
31 Mar 2018
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Ethical: not lying, truly present in the situation, there"s no problem. Unethical: manufacturing, fabricating, counterfeiting the presence of one or more of these principles in a situation. 5 steps of the behavioural change stairway: active listening, empathy, rapport, influence, behavioural change. Empathy: develop an understanding of where they"re coming from. Influence: once they trust you, work on problem solving and recommend an action. They start at 4 (influence) and expect the other person to go to 5 (behavioural change). Skipping the first 3 steps takes the emotion out of the process. Batna stands for best alternative to a negotiated agreement. The idea is that a party should generally not accept a worse resolution than its batna. That requires one to try to be completely unemotional and rational, which is fiction about negotiation. Instead of pretending emotions don"t exist in negotiations, hostage negotiators designed an approach that takes emotions full into account.
