Active Listening & Reframing Flashcards

What is the function of 'minimal encouragers' (e.g., 'I see,' 'go on,' 'mm-hmm') in active listening during a negotiation?

Answer: They confirm to the speaker that the listener is engaged without interrupting the flow

Minimal encouragers affirm engagement and prompt continuation without imposing the listener's own agenda or interpretation.

A negotiator reframes a distributive ('fixed pie') negotiation as an integrative ('expandable pie') one. What must they typically demonstrate to the counterpart first?

Answer: That additional value sources exist that both parties have overlooked

Shifting to an integrative frame requires showing credibly that untapped value—such as volume, timing, or non-price terms—is available to both parties.

During a multi-party negotiation, active listening is most challenging because:

Answer: Multiple speakers create competing signals that are harder to track and synthesize

Multiple simultaneous speakers and shifting alliances make it harder to track each party's priorities and non-verbal signals in real time.

Which reframing technique involves deliberately changing the level of abstraction (moving from specific details to broader principles)?

Answer: Chunking up

'Chunking up' moves from concrete specifics to higher-level values or goals, often revealing shared principles that override positional differences.

An active listener detects an inconsistency between what a counterpart says and their tone of voice. The best course of action is to:

Answer: Gently probe by noting the discrepancy (e.g., 'You said you're comfortable with this, but you sound hesitant')

Naming the discrepancy respectfully invites the counterpart to clarify, often surfacing unexpressed concerns that are blocking agreement.

Which of the following best describes the role of empathy in active listening for negotiators?

Answer: Empathy means understanding the counterpart's perspective without necessarily endorsing it

Empathy in negotiation means accurately perceiving the counterpart's emotional and rational state to inform strategy, not to concede agreement.

A counterpart rejects a proposal, citing 'too much risk.' Using a reframe centered on risk allocation rather than risk elimination, a skilled negotiator would:

Answer: Propose that risk be shared or shifted through warranties, escrows, or phased implementation

Reframing around risk allocation acknowledges the concern and proposes structural solutions that distribute risk differently, making the deal viable without denying it exists.