SESSION 4.

1 : Active Communication

Mr. Ta Wei CHAO

Former Executive Director of ESSEC IRENE Asia-Pacific
E-mail: chao@essec.edu

INSTITUT DE RECHERCHE ET D'ENSEIGNEMENT SUR LA NEGOCIATION

 ACTIVE LISTENING
&
ACTIVE SPEAKING

INSTITUT DE RECHERCHE ET D'ENSEIGNEMENT SUR LA NEGOCIATION

INSTITUT DE RECHERCHE ET D'ENSEIGNEMENT SUR LA NEGOCIATION
 IN THE LINE OF
ANCIENT RHETORIC

COURAGE
& EMPATHY

ACTIVE
SPEAKING & ACTIVE
LISTENING

INSTITUT DE RECHERCHE ET D'ENSEIGNEMENT SUR LA NEGOCIATION

 SEVERAL STYLES
OF LISTENING

• Distracted
• Unemotional
• Impatient
• Directive
• Reactive
• Egotistic
• Benevolent
• Empathetic/ Active

INSTITUT DE RECHERCHE ET D'ENSEIGNEMENT SUR LA NEGOCIATION

 ACTIVE LISTENING

1. Listening with all the signs of attention

2. Integrating the other’s speech
while suspending my internal voice
3. Paying attention to what is said and not said
4. Taking a few notes, if necessary
5. Restating (looping)
6. Asking the other to correct my understanding
7. Checking what was missed in the first place
8. Asking clarifying questions
9. Getting validation of my understanding
10. Closing the listening stage

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 SEVERAL STYLES
OF QUESTIONING

• Open Questions versus Closed Questions

– “Wh” and not “Yes/No”
– Who/what/where/which help/why/”how”/when
• Clarifying Questions versus Leading
Questions
– Could you help me understand …
• Sincere Questions versus Loaded Questions
– Correct me if I am wrong, do you mean …?

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 SEVERAL STYLES
OF SPEAKING

• ABSENT
• UNEMOTIONAL
• TECHNICAL
• AGGRESSIVE
• ARROGANT
• EMPATHIC & REFRAMING

INSTITUT DE RECHERCHE ET D'ENSEIGNEMENT SUR LA NEGOCIATION

 ACTIVE SPEAKING

1. Directed towards a specific audience

2. Adapted to that audience
3. Concise
4. Precise and clear
5. Integrative
6. Suggestive, with tone and air
7. With positive framing
8. Insisting on opportunities
9. Oriented towards the future
10. Without bluff or lying

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 MANAGING THE SEQUENCE
OF COMMUNICATION

• Keeping high both empathy & assertiveness

• Understanding first the other's motivations
& then asserting one's own with a positive frame
• Sequencing active listening & active speaking
• Achieving « Pareto-optimal » communication,
while being convincing

CF. ANCIENT RHETORIC

"Know your audience to be persuasive."

INSTITUT DE RECHERCHE ET D'ENSEIGNEMENT SUR LA NEGOCIATION

 SUMMARY

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 SEPARATE & SEQUENCE

• Choice to listen: • Choice to speak:

their information your information
• understanding the other and • presenting one’s interests
his/her interests to the other
• adjusting, tuning to the • adjusting, adapting my
other’s channel speech to the other
• demonstrating one’s • striving to convince and
understanding persuade
• empathy through • empathy through
RESTATING REFRAMING

INSTITUT DE RECHERCHE ET D'ENSEIGNEMENT SUR LA NEGOCIATION

 FINDING A BALANCE BETWEEN
MPATHY & ASSERTIVENESS
ASSERTIVENESS
SPEECH ACTIVE
WITHOUT SPEAKING AND
LISTENING LISTENING

A LITTLE
OF BOTH

NEITHER LISTENING, LISTENING

NOR SPEECH WITHOUT SPEAKING

EMPATHY
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 THREE STEPS

KNOWING HOW TO BE
(savoir-être)

KNOW-HOW
(savoir-faire)

KNOWLEDGE
(savoir)

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