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Nonverbal Cues in Negotiation
In the book Never Split the Difference, Chris Voss, former FBI hostage negotiator, and UCLA college professor Albert Mehrabian created the 7-38-55 rule.
This rule suggests that only 7% of a message is based on the words, while 38% comes from the tone of voice, and 55% from the speaker’s body language and face.
The 7-38-55 Rule in Negotiation
What Professor Albert Mehrabian’s 7-38-55 model suggests is that in any negotiation, feelings are expressed by nonverbal cues, including tone of voice and body language.
It’s crucial to understand how these feelings are expressed through these nonverbal cues to master negotiation.
Nonverbal Cues: Context, Clusters, and Congruence
Let’s start with what the three C’s of nonverbal cues are. They are context, clusters, and congruence.
Context means when you’re analyzing these nonverbal cues, you have to consider the entire environment, not just the tone of voice and body language.
Clusters refer to not just looking at one gesture or what was said in a specific tone of voice but instead, considering the whole set of gestures and voice tone.
The third one, congruence, involves ensuring that words match the tone of voice and body language.
Understanding the Three Types of ‘Yes’
There are three types of ‘yes’ in negotiation: the counterfeit yes, the confirmation yes, and the commitment yes.
The counterfeit yes is when people say yes as the easiest route out of a conversation.
The confirmation yes is a reflexive response, often just a social norm, not indicating agreement.
The commitment yes is the real deal, the only type of ‘yes’ that leads to action.
Seeking ‘No’ Instead of ‘Yes’
Interestingly, instead of seeking a ‘yes’ in negotiation, aiming for a ‘no’ can be more effective.
Asking questions that lead to a ‘no’ response can help filter out the counterfeit and confirmation ‘yes,’ leaving room for the commitment ‘yes.’
This approach also gives people a sense of control and safety.
Using Nonverbal Cues to Master Negotiation
Mastering the use of nonverbal cues, understanding the three types of ‘yes,’ and learning the art of seeking ‘no’ in negotiation can significantly enhance your negotiation skills.
It’s about harnessing the power of unspoken words to steer negotiations towards successful outcomes.
