This Element is an excerpt from The Truth About Negotiations (9780136007364) by Leigh Thompson. Available in print and digital formats.
Practical strategies for building rapport on the phone, getting "in sync," and negotiating more successfully.
When you negotiate on the phone, you lose kinetic and visual information feeds: you rely on linguistic cues and paralinguistic cues only. For this reason, people often have a harder time establishing rapport—the feeling that you're "on the same wavelength." If you find yourself negotiating on the phone, think about how to develop rapport with the counterparty. Here are some strategies....
About the Author
Leigh Thompson is J. Jay Gerber Distinguished Professor of Dispute Resolution and Organizations in the Kellogg School of Management at Northwestern University. She directs Kellogg’s AT&T Behavioral Research Laboratory and Leading High Impact Teams Executive Program. An active consultant, Thompson has taught teamwork skills to a wide variety of executives and managers all over the world. She has published four books and over 65 articles in leading management journals and books. Her numerous awards and honors include the NSF Presidential Young Investigator Award, a fellowship at the Center for Advanced Study in the Behavioral Sciences at Stanford, and a grant from the Citigroup Behavioral Sciences Research Council.