Chapter 16


Intrinsic to this stage and, indeed, all negotiation is communication. The quality of the solution depends upon the quality of the communication. Accordingly, we will take time here to see how we can improve our communication skills so we can become a better negotiator and get better deals.

It is such a deeply embedded process in all human interaction that we take it for granted. As George Bernard Shaw pointed out, ‘The problem with communication . . . is the illusion that it has been accomplished.’ We assume it is a straightforward process and that when we say something, the other party understands us fully and we, of course, understand them perfectly as well.

It ain’t necessarily so. It can be mishearings (did Madonna ...

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