Business negotiation is an indispensable activity in economic activities. It is an important part of negotiation to determine various conditions related to exchange through negotiation, which can promote the two sides to reach an agreement. Business negotiation is a behavioral process in which people adjust their interests, reduce differences and finally establish common interests. Improper negotiation skills will not only lead to conflicts between the two sides, but also cause economic losses. The process of business negotiation is the process of language communication between negotiators. Language plays an important role as a bridge in business negotiations, which often determines the success or failure of negotiations. In business negotiation, we should not only pay attention to the general requirements of civilized language, clear speech and fluent sentences, but also master certain language expression art, which has the characteristics of elegance, vividness, liveliness and appeal and plays an inestimable role in business negotiation. Therefore, in business negotiations, both sides should use language arts and skills excellently.
Keywords: business negotiation language, artistic answer, technical and strategic connotation
Introduction to 0
Business negotiation is an indispensable activity in economic activities, and both sides of the negotiation determine various conditions related to exchange through consultation. It can promote the two sides to reach an agreement and is an important link in the negotiations between the two sides. Business negotiation is a behavioral process in which people adjust their interests, reduce differences and finally establish common interests. Improper negotiation skills will not only lead to conflicts between the two sides, but also cause economic losses. The process of business negotiation is the process of language communication between negotiators. Language plays an important role as a bridge in business negotiations, which often determines the success or failure of negotiations. In business negotiation, we should not only pay attention to the general requirements of civilized language, clear speech and fluent sentences, but also master certain language expression art, which has the characteristics of elegance, vividness, liveliness and appeal and has played an inestimable role in business negotiation.
The role of language art in 1 business negotiation
1. 1 Rational use of language helps to coordinate interpersonal relationships among negotiators.
Business negotiation has a strong antagonism, which determines that the language of both sides of the negotiation has a great influence on their interpersonal relationship. Because both sides of the negotiation express their wishes and demands in their own languages, when their wishes are consistent with their actual income, both sides can maintain and develop some good interpersonal relationships; When one party's wishes are inconsistent with his actual income, some interpersonal relationships between the two parties may collapse or even break down if they are not handled properly. Because interpersonal relationship in negotiation is mainly reflected by language communication, language art is helpful to the establishment, consolidation, development, improvement and adjustment of interpersonal relationship between the two sides in negotiation.
1.2 Rational use of language art can create a good negotiation atmosphere.
Business negotiation is not only a science, but also an art, which is an organic combination of science and artistry. On the one hand, business negotiation is a behavioral process in which people coordinate their interests and meet their own needs. People must systematically analyze and study the problems involved from a rational point of view, and formulate negotiation plans and countermeasures according to certain laws and rules. On the other hand, business negotiation activities are conducted by specific negotiators. In such activities, the negotiators' knowledge, experience, mood, emotion, personality and psychological characteristics will affect the negotiation process and results to a certain extent, which will lead to a deadlock in the negotiation. Only by using artistic methods can we solve all kinds of problems that may arise in the negotiation in time, adjust our behavior flexibly, and maintain the sensitivity and effectiveness in dealing with changing environmental difficulties. Language has this kind of artistry. In the whole business negotiation process, we can use the art of language to create a good negotiation atmosphere, whether we meet for the first time or encounter difficulties.
1.3 Rational use of language art can resolve contradictions and ease the atmosphere.
Business negotiation reflects the opposition and interdependence of the two sides in economic interests. In the negotiation process, both parties will strive for more benefits for themselves, and the acquisition scale and demand satisfaction of either party will inevitably directly affect the interests and demand satisfaction of the other party. Excellent language expression, even if it is to refute, persuade or deny the other party's request, can also make the other party listen; Otherwise, even if you agree, approve or support the other party, it may make the other party disgusted.
For example, at the beginning of a business negotiation, one of the negotiators spoke wildly and digressed from Wan Li, which led to the loss of control and the negotiation could not be carried out normally, but he still felt good. In this case, what should the other side of the negotiation do? One of the reactions may be impatience, flatly interrupting the other party: "Come on, I don't have time to listen to your Arabian Nights. Get down to business. " The second reaction may be to choose the right time and quietly take over the topic and say, "I feel the same way about what you said." Very interesting. Let's talk it over during the break. Now let's agree on the agenda of this negotiation first, shall we? " Naturally, two different language expressions will produce two different results. One way: it often makes the other person feel that his self-esteem is hurt and he is unhappy or even ashamed and angry, thus planting the seeds of mutual "contempt". The second way: handled properly, it not only takes care of the other party's face, but also reminds the other party of the issues to be discussed, and will smoothly enter the formal negotiations. From this perspective, language art can resolve contradictions and ease the atmosphere.
2 Matters needing attention in language expression in business negotiation
In business negotiation, the contact, communication and cooperation between the two sides are realized through language expression. Different ways of speaking, the other party receives different information and reacts differently. In other words, although everyone can speak, the effect of speaking depends on the way of expression. Language expression is skillful, but there is no specific language expression skill suitable for all dialogues. As far as business negotiation is concerned, language expression should pay attention to the following points.
2. Correct application of1language
Business negotiation is a rigorous business activity, and whether the language used in the negotiation is accurate or not has great influence on both sides. In business negotiations, specific, accurate and digitally verified language must be used to strengthen negotiations, and ambiguous or ambiguous language can only be used when certain strategies need it.
2.2 Don't hurt each other's face and self-esteem.
In the negotiation, maintaining face and self-esteem is an extremely sensitive and important issue. Many experts point out that even the best deal will leave bad consequences if one party feels humiliated in the negotiation. When a person's self-esteem is threatened, he will fully defend himself and be hostile to the outside world. Some people fight back, some people avoid, and some people become indifferent. It will be difficult to communicate with him at this time. In most cases, losing face and hurting self-esteem are all due to careless language. The most common situation is that the differences between the two sides develop into prejudice against each other, and then there are attacks and accusations against individuals. This kind of estrangement or emotional injury caused by the failure to distinguish between problems is not uncommon in negotiations. Therefore, to avoid the above problems, we must adhere to the principle of distinguishing between people and problems, and be hard on problems and soft on people. The language used should be carefully scrutinized.
2.3 Use the language of approval and affirmation.
In conversation, the language of approval and affirmation usually produces extremely positive effects. Confirming the other party's point of view in time and to the point in the conversation can make the other party feel a sense of identity, thus enlivening the whole conversation atmosphere and narrowing the psychological distance between negotiators, so as to reach an agreement smoothly under the principles of harmony, friendship and mutual benefit. Extreme language should be avoided, such as "it must be"; Tite-for-tat language, such as "Needless to say, it's settled"; Words involving the privacy of the other party, such as "Why don't you agree, your boss nodded"; Urge the other person's language, such as "please think quickly"; Without substance, "I still want to say ..."; Self-centered language, such as "If I were you …" and so on.
2.4 Full of emotion
Language expression should inject emotional factors, people with feelings, softness and rigidity, and harmony. Everyone has a rational side and an emotional side. Persuasion at the negotiating table should not only convince people with reason, but also move people with emotion. Sometimes if it doesn't make sense, you can impress each other emotionally first. This requires negotiators to pay attention to the use of emotional language in negotiations, leave a deep impression on each other, enhance emotional exchanges between the two sides, and promote the smooth progress of negotiations.
2.5 Pay attention to speech speed, intonation and volume.
Speech speed, intonation and volume have great influence on the expression of meaning in conversation. During the conversation, you should state your point of view as smoothly and at a moderate speed as possible. In some cases, we can attract the attention of the other party by changing the speed of speech and strengthen the effect of expression. General questions should be explained in a normal tone, with a moderate volume, which can make the other party hear clearly and will not cause disgust.
3 the wonderful use of language art in business negotiation question and answer
In business negotiation, both parties express their wishes and requirements in their own language, so the negotiation language is highly targeted and flexible, and negotiators should be targeted. Vague and wordy language will make the other party feel confused and disgusted, reduce their prestige and become an obstacle to negotiation. According to different commodities, negotiation contents, negotiation occasions and negotiating opponents, flexible and targeted use of language can ensure the success of negotiations. This also needs to master some skills of using language art, and here we only talk about the skills of asking and answering.
3. 1 The Art of Asking Questions
Asking questions in negotiation is an important means to find out the real needs of the other party, master the psychological state of the other party, express their own views and opinions, and then solve the problem through negotiation. In daily life, asking questions is very artistic. For example, a priest asked his priest, "Can I smoke when I pray?" The request was flatly rejected. Another priest said, "Can I pray while smoking?" The request for smoking was granted. Why is one approved and the other rejected under the same conditions? The reason is the artistry of asking questions. The reason for being agreed is "I remember to pray and worship God when I smoke and rest"; The reason for disagreement is "not being single-minded when praying, refreshing yourself with cigarettes, and disrespecting God". In fact, this is the art of asking questions, which aspects can be asked, which aspects can not be asked, how to ask, and when to ask, which is very important in negotiations. Therefore, to ask questions effectively, we must master the art and skills of asking questions.
3. 1. 1 Clarify the content of the question
The questioner must first know what he is asking. If you want the other person to answer you clearly, then your question should be specific and clear. A question is usually just a sentence. Therefore, the language must be accurate and concise to avoid confusion and unnecessary misunderstanding. The wording of the question is also very important, because it is easy to put the other person in a dilemma and cause anxiety and worry. Therefore, we must be careful in wording, and we must not stab each other or embarrass each other. Even if you are the decision-maker and the core figure in the negotiation, don't show your special position and aggressive momentum, otherwise questioning will be counterproductive.
3. 1.2 Selection of questioning methods
The choice of questioning methods is very important. Different angles of questioning will cause different reactions from the other side and get different answers. During the negotiation, the other party may feel stressed and upset because of your question. This is mainly because the questioner's question is not clear, or it gives the other party a sense of oppression and threat. This is that the strategy of asking questions is not mastered. At the same time, be careful not to mix vague hints when asking questions, so as not to put the question itself at a disadvantage.
For example, coffee and milk are sold in the lounge of the shopping center. At first, the waiter always asked the customer, "Would you like coffee, sir?" Or: "Would you like some milk, sir?" Its sales volume is average. Later, the boss asked the waiter to ask another question, "coffee or milk, sir?" As a result, its sales increased greatly. The reason is that the first question is easy to get a negative answer, and the latter is selective. In most cases, customers will choose one.
3. 1.3 Pay attention to the timing of questions.
The timing of asking questions is also very important. If you need to start with an objective declarative speech, but you use a questioning speech, it is not appropriate. Grasping the opportunity to ask questions also means that when there is a problem in the conversation, you should wait for the other party to fully express it before asking questions. Asking questions too early or too late will interrupt the other person's thinking, and it will be impolite and affect the other person's interest in answering questions. Grasping the timing of asking questions can also control the direction of conversation. If you want to go back to the original topic from the interrupted topic, then you can use questions. If you want others to pay attention to your topic, you can also use questions to guide them to the conclusion you want through continuous questions.
3. 1.4 consider the characteristics of the interviewee
The other party is frank and straightforward, and the questions should be concise; The other party is picky and good at arguing, so ask questions carefully; If the other person is shy, ask questions implicitly; If the other party is impatient, ask questions tactfully; If the other person is serious, ask questions seriously; The other party is lively, and questions can be humorous.
3.2 answering skills
In interpersonal communication, you should answer questions. To be able to answer questions effectively, it is necessary to clarify the questions that the other party may ask in advance. Before negotiation, an excellent negotiator often thinks about some difficult problems in negotiation. The more time he thinks, the better the answer, and the greater the possibility of winning in the negotiation. Therefore, before some important negotiations, negotiators generally have to conduct mock negotiations in advance, so that their own people can play the role of negotiating opponents, thus finding problems that are difficult to find under normal circumstances.
In business negotiations, negotiators often ask all kinds of questions, most of which are put forward by the other party after careful consideration and careful design, which may contain strategies and traps. If all the questions are answered directly, it may not be a good thing, so you need to use and master certain answering skills.
3.2. 1 Empathy
In business negotiations, the basic purpose of negotiators' questions is varied, and their motives are also complicated. If you don't understand the fundamental intention of the other party in the negotiation and answer according to the routine, the effect is often poor and you may even fall into the trap of the other party. In the process of question and answer, there are two kinds of psychological assumptions. One is the questioner and the other is the answerer. Respondents should put themselves in their shoes and answer according to the psychological assumptions of the questioner, rather than considering their own psychological assumptions.
For example, an army captain works as a financial officer in the army. Over the years, he embezzled a lot of public funds privately. One day, when he was shopping in the US military market, two gendarmes came over and patted him on the shoulder and said, "Captain, would you please come outside with us?" The captain said he had to go to the bathroom first, so please wait for two gendarmes. The captain shot himself after entering the bathroom. The two gendarmes were taken aback. They just saw his car parked next to the fire hydrant outside the door and told him to back off a little.
This is the result of the captain's action based on his psychological assumption that he was found embezzling public funds. Whether right or wrong, if the captain answers with the psychological assumption of the gendarmerie: "What is it?" If you go out and have a look, you may still be alive and well.
This shows that in the negotiation, we should put ourselves in the other's shoes, pay attention to analysis, find out the other's psychology and then study how to answer or do it, and never follow our own psychological assumptions.
3.2.2 Time is up.
Respondents tend to narrow down the range of questions asked by the other party, or do not give in-depth answers to achieve a special effect. Another way not to give a complete answer is to be evasive. For example, if you are a salesman and you are selling a washing machine, the person who opens the door asks you how much it costs. You know the price, he will probably slam the door because it is not cheap. So you can't answer truthfully. You can say, "Sir, I'm sure you'll be satisfied with this price. Please let me explain the special performance of this washing machine which is different from other washing machines. I believe you will be interested in this washing machine. "
3.2.3 Escape from reality leads to emptiness.
Sometimes you will encounter some questions that are difficult to answer or inconvenient to answer accurately in the negotiation. You can answer them in vague and ambiguous ways, or you can shift the focus. This not only avoids the sharp edge of the questioner, but also leaves room for yourself, which really kills two birds with one stone.
For example, at a news conference, a reporter asked Premier Zhou: How much does China National Development Bank have? Premier Zhou answered: China Development Bank issued 10 yuan RMB, 5 yuan, 2 yuan, 1 yuan, 5 jiao, 2 jiao, 1 jiao, 5 fen, 2 fen, 1 min, totaling 18 yuan and 8 jiao. Backed by the people of the whole country, the People's Bank of China enjoys a high reputation in the world. This example shows how to change the subject when it is difficult to answer.
During the negotiation, when the other party asks us if we want to further reduce the price of the product, we can answer: "The price is really a matter of great concern to everyone, but please allow me to ask a question ..."
3.2.4 Dilution of interest
If the questioner finds the loophole of the respondent, he will often ask the question from his heart. Therefore, when answering questions, we should pay special attention to prevent the other party from grasping a certain point and continuing to ask questions. If you really have gaps in answering questions, you should also try to downplay the interest of the other party in asking questions. You can gag the other person with such an answer: "This problem is easy to solve, but it is not the time yet." "It is too early to discuss this problem." "This is a question that cannot be answered for the time being."
3.2.5 Think before you answer
Generally speaking, the negotiator's answer to the question is directly proportional to the thinking time. Because of this, the questioner keeps asking questions, forcing you to answer hastily without full thinking. Experience tells us that as a respondent, we must keep a clear head, be slow and steady, be cautious in words and deeds, and don't praise the vanity of "answering questions like water". When the question is difficult to answer, you can delay the time by lighting a cigarette, drinking water and sorting out the information on the table, and leave yourself a reasonable time to think about each other's problems. You don't have to worry about the other person's doubts, but to tell the other person, you must think carefully, so you need plenty of time.
3.2.6 Just laughing.
Negotiators have the obligation to answer questions, but it does not mean that negotiators must answer every question raised by the other side, especially some questions that are not worth answering, and can politely refuse. For example, in the process of negotiation, the other party may ask some questions that have nothing to do with the subject of negotiation or have little to do with it. Answering this kind of question not only wastes time, but also disturbs your thinking. Sometimes, even the other person will deliberately ask some questions that are easy to irritate you, with the intention of making you lose self-control. Answering such a question will only hurt yourself, so you can laugh it off.
An excuse for procrastination
In the negotiation, when the other party asks a question but you haven't come up with a satisfactory answer, and the other party keeps asking questions, you can delay the answer with excuses such as incomplete information or asking for instructions. For example, you can answer "I don't have first-hand information to answer your question." I think you want me to give you a detailed and satisfactory answer, but it takes time, right? " However, delaying the reply does not mean refusing to reply, so negotiators should think further about how to answer questions.
To sum up, negotiation is a contest of knowledge, wisdom and talent, and it is also the truth and deduction of strategy. On the other hand, language exists as a tool to implement and infer strategies in negotiation. It can be said that a language without strategy as its connotation is bound to be thin and pale, and the art of negotiation language shines because of its unpredictable strategic connotation.