CHAPTER 4

Speaking and Negotiation Skills

Chapter Objectives

This chapter aims to present a general overview of the speaking skill. Briefly, it dwells on the general factors involved in speaking, and intends to familiarize the reader with the crucial elements that need to be given attention. The chapter discusses the important speech styles, presentation skills, group discussions, role-plays and negotiation. Signposting, attention curve, audiovisual aids, power point presentations and important facts and styles used in communication situations that require negotiation are some of the micro areas that are dealt in this chapter.

THE ART OF SPEAKING

Today's world is one where speech abounds. The electronic media has brought in speech in every form into our houses and our daily lives. In spite of this abundance of talk, however, speaking skill is still a difficult skill for many Indian students. This is because in India, opportunities for practicing speaking in English in an authentic, communicative setting are not sufficient. This is true in spite of the fact that English is widely used in education, career making, business contexts and is also the associate official language of the country.

Opportunities for speaking practice should be provided. Teachers and trainers need to design activities involving pair work, group work, and role-plays and stimulate the students' intrinsic problem-solving abilities. Speaking is an active process and students learning it need to take an active role in developing themselves. Practice will become more meaningful if topics and events from real world are used as starting points for establishing genuine communication among the learners.

SPEECH STYLES

Speaking manifests in society in various styles. Some of these are the formal, informal, polite, normal, strong, blunt, tentative and direct styles.

These styles are context based and it is important for speakers to strike the right attitude and choose the right language. As with many other languages, in English also you have different ways of expressing the same content and message. The style you choose will depend upon some or all of the following:

• The relationship you have with the people you are talking to; (e.g. whether they are close friends, strangers, people in authority, etc.)
• The situation you are in; (at a friend's party, an official reception, etc.)
• The mood you are in; (angry, happy, nervous, etc.)
• The mood of the people you are talking to; (you will probably be careful when talking to a friend who is in a bad mood.)
• What you are talking about; (you will be more careful in your choice of words if you want to complain to a friend about his behaviour than you would if you were inviting him for dinner.)

It is important to choose appropriate ways of saying things according to the situation you are in. In many situations it will be appropriate to use normal or neutral language. In other situations, it is necessary to use language items that are appropriate to special situations.

• We use tentative language when we are sincerely unsure of our facts or of how we feel.
  E.g. It's very kind of you to invite me, but I'm not sure if I can come.

We also use tentative language when we want to give the impression of being unsure in order to be tactful and diplomatic. For example, if we want to disagree with a superior, it would probably be too strong to say “Ican't agree with you” and it would be more appropriate to be tentative and say I'm not sure if I'd agree with you.″

• Direct language is the opposite of tentative language; it gives the impression that the speaker is very sure. This impression is appropriate if, for example, we want to agree with someone. But it can sound rude and inappropriate in many situations like inviting a superior to a party.

  E.g. i. No. You are mistaken the statistics just cannot be this high.

  ii. I see your point. But we'll have to go ahead with our previous plan.

• We use polite language when we want to sound particularly polite without being tentative.

  E.g. i. I'm sorry. But I feel there is a mistake somewhere. According to my calculations, the statistics should not be so high.

  ii. You definitely have a point. But I'm afraid this time we'll have to go ahead. Next time onwards, we'll definitely consider these points.

• Formal language

  E.g. i. I'd be delighted if you could make it to the party. We'll all look forward to it.

  ii. Forgive me if I sound curious. But isn't this the same girl we saw him with yesterday?

• Informal language is used basically between friends. It is generally inappropriate to use it with anyone else.

  E.g. i. Cut it out will you? I've had enough of this.

  ii. You 're coming to the party tonight, aren't you? I just wont take ‘no’ for an answer.

• Strong language carries with it a strong sense of conviction. It usually sounds very direct.

  E.g. i. This is impossible! Hoe could you ever promise without consulting me?

  ii. I'm gone without this project. I must get it come what may.

• Blunt language is extremely frank. It should be used with extreme care, as in most cases it will simply sound rude.

  E.g. i. I know you're lying. You can't fool me!

  ii. I must tell you. Your work was not up to the mark and we'll have to review your extension.

In most cases we use normal and neutral language but sometimes, depending on the situations we are in and also on the basis of our co-speakers, we use special language. The type of language we use shows our attitude.

PRESENTATION SKILLS

Effective presentation skills form a very important aspect of our communication skills. It can make or mar a communication situation. For an effective presentation, one has to choose a style that suits one's personality and fits the situation; carefully select and prepare the presentation material; speak effectively and convey the right message.

Making an Effective Presentation

For making an effective presentation, one has to bear the following points in mind:

1. Break down the material into main points. Do not have more than five or six main ideas, as it is generally difficult to remember more at a stretch.
2. Prepare notes or outlines.
3. Arrange them in a logical, coherent manner.
4. Make your information or facts effective. You may include statistics, illustrations, and graphs etc if required.
5. Deduce recommendations based on your main points.
6. Use appropriate visual aids.
7. Deal with possible questions from the audience.

A presentation style can either be formal or informal. During a formal presentation, one has to take care of the following:

Dressing appropriately: The first impression one makes on one's audience is always very vital. The things that you should keep in mind are i) research your audience ii)dress appropriately. Organizations have their own dress code and people generally like people who look like them. So adapt your outfit and be in tune with your audience; iv) Never let your appearance overpower your message. Remember that the audience has come to hear what you have to say, not see you.

Judging the audience: During a presentation, one has to carefully judge the audience-their level of knowledge; the general aptitude etc. Finding out as much as possible about the persons you are going to address will help you to pitch your talk at the right level. This information can be about the audience's age, profession, specialization etc. These have to be the determining factors in designing the talk and deciding the style. Here, one has to also consider whether it is a large or a small audience. A presentation that is suitable for a group of five or six, for example, has to be different from one meant for a group of 20 or 30.

Using the right style and language: A presentation definitely cannot be informal and casual. But at the same time, it cannot be put in extremely formal, stiff or frozen language. Stumbling for words and speaking haltingly will bore an audience. You need to develop fluency and a good command over language and also learn to use it for your maximum advantage. The audience would like to listen to a speaker who has a confident delivery and is in control of the situation. Developing a positive attitude to speaking will go a long way in increasing the confidence levels. The “you approach” too can be helpful. The audience feels a sense of involvement if directly referred to.

Word order: Choose your word order in a way that you present the relevant information clearly and distinctly. Instead of saying, “Britishers, Moghuls, Afghans and Aryans were all invaders in India” it is better to say, “Britishers were invaders, so were the Moghuls, the Afghans and the Aryans.”

Keep in mind the fact that the most important information comes in the front or near the front.

Signposting: Sometimes, you know where you are proceeding and how. But your audience is ignorant of it. It is important, thus, to have the important signposts, suggest the direction in which you are moving. This will also help you plant the facts, clearly signify and categorize the message that is to come. The following would be some of the signposts the audience find useful. They are suggested to give the required flow to your presentation:

Expressions often used:

Openings:

I'm here today to report … and to present …

My purpose today is…

My main aim this morning is …

The title of my presentation is …

My topic today is…

Organization:

I have divided my presentation into ______ sections.

The first point I wish to make is …

The first part of my presentation will deal with …

Firstly …

Secondly, I want to …

Finally I'd like to talk about …

In conclusion …

To conclude …

Drawing attention:

As you will notice, …

As you can see, …

I'd like to draw your attention to....

You will note that....

Linking:

As I said earlier, …

As I mentioned earlier, …

We shall move on to....

Later I'll be talking about …

In addition to …

For this reason …

On the other hand …

To look at some of the other options …

Some advantages and disadvantages in the proposition are …

If this is one side of the picture, the other side is …

If we look at the picture holistically we find …

Changing subject:

Moving on to the question of …

Let me now turn to …

Emphasizing:

What we have to realize is …

What I find most interesting is …

What I'm getting at is …

Introducing evidence:

If you look at …

Let me show you that …

Let me explain …

Making recommendations:

I strongly urge that …

You ought to …

I recommend that …

I think you should …

Summing up:

Let me now sum up.

To summarize my main points…

To recapitulate

The Content of Presentations

During a presentation it is also important to prepare the presentation material with care. The important points here are:

1. Researching the subject: It is important here to be clear about the objectives of the presentation, about the audience you are presenting to.
2. Selecting the content: Once the information has been gathered, it is necessary to filter out the essential points. One has to group the ideas under separate headings; classify the information depending on the available time; keep the matter strictly to the point.
3. Planning for the talk: To get the message effectively across, one has to carefully draw out a presentation layout. A well-planned presentation is always a well-received one. The important factors to be considered at this stage are the following:
   1. The Beginning: - During a presentation one is always sure of the first few minutes of the audience's attention. One therefore has to be very careful about the beginning; make an impression that will hold the attention of people. One can always start with a quotation, a question, a dialogue or even an anecdote, a fable or a parable. A joke, an unusual definition or a startling statement or statistics too can be effective at the beginning.
   2. The Middle: After making an impressive beginning one has to be able to deliver the contents effectively. The contents should be well structured, they should be logically connected and effectively lead towards a specific goal. To sustain the interest of the audience, it is important here to include examples and personal experiences, which will make the material authentic and interesting.
   3. The End: The way a presentation ends is again vary important. Primarily, this is what the audience will remember the presentation as. It is important therefore to give a presentation the right emphatic conclusion that will make a lasting impact on the listeners.

Attention Curve

The attention of the audience during a presentation generally goes through an attention curve. It starts on a high, drops a little first and more steeply later. It rises again towards the end and further up for the last few minutes. Some of the ways the audience can be kept interested are the following:

1. Look into points where the attention curve drops and consider ways of varying the texture. (If your presentation has been largely speech, bring in an audio-visual slide, or have an interactive session that will ensure participation).
2. Keep the sections short, and ensure that every section ends on a high.
3. Get the audience involved decide what you want them to remember and stress on it.

Factors Aiding Effective Presentation

1. Use of audio-visual aids: During a presentation, audio-visual aids help ensure the attention of the listeners. It creates the necessary shift of attention and even increases interaction between the presenter and the audience.
2. Eye Contact: Eye contact forms one of the most essential means of maintaining a rapport with the audience, receiving feedback and holding attention.
3. Intonation: The presenter has to use the right intonation with proper emphasis and stress at the right points to convey the spirit of the message to be delivered.
4. Body Movements: During a presentation, the body movements too have to be carefully monitored. They should neither show lack of confidence nor be aggressive. Assertive attitude with the right facial expression and posture is ideal.
5. The Space: Depending on the situation and context of presentation the presenter has to constantly negotiate the space between her/him and the audience. Preferably, he/she should avoid the “public space”, and use more of the “social space”. Rather than being static at one spot the presenter should be able to move and negotiate the points as well as the space with ease.
6. Words/Phrasing: The choice of words and phrasing can be very important in a presentation. Some of the general principles are:
   1. Don't use abstract or vague words.
   2. Use active rather than passive sentences.
   3. Cut out jargons or cliched phrases.
   4. Adopt the “you” approach. Wherever possible, replace the third person with the second person.
   5. Bring in personal examples and experiences wherever you can.
   6. Keep the main points as near the beginning of the sentence as possible.
   7. Talk of the way you position yourself and indicate with linkers the way you are moving.

Use of Visual Aids

You must have all noticed that the use of pictures or visual aids always helps memory. It helps in retaining one's attention and also promotes understanding. In a presentation, similarly, the use of visual aids makes a better effect on the audience. They help us remember the contents better and assimilate the matter more effectively. Sometimes visual aids save presentation time and also make the presenter's work easier. Some of the commonly used visual aids are:

• Flip charts
• Overhead projector
• Slides.
• PowerPoint presentations

Flip Charts

Flip charts are blank or prepared sheets of charts that are put up during a presentation as visual aids. If there is a diagram or sequence of pictures to be projected, you can have pre-prepared flip charts. Sometimes flip charts can also be used if you need audience participation. It can be used to generate ideas or quickly record the responses that can be later organized and ordered. Some of the guidelines while using the flip chart are:

• Diagrams on the flip chart have to be clear and attractive. Colors are more effective when used on white rather than colored paper.
• Matter on the flip chart has to be visible to all the participants or audience. So spacing between diagrams should be carefully arranged.
• If possible, do not crowd more than one diagram in a single chart. Have separate charts for each diagram.
• If there are many charts, carry an appropriate box where all the charts can be kept.
• Always keep a spare pen in your pocket.

Overhead Projector (OHP)

The OHP like the flip chart can be used in two ways. It can either be prepared in advance or written during the presentation as an alternative to using the flipchart. Like the writing in the flip chart, the transparency sheet too has to be carefully prepared. Some of the factors to be kept in mind while making an OHP presentation are:

• Use transparencies to show only the important points
• Do not crowd the transparency sheet with too many points on a single sheet.
• Do not switch on the light until the slide is in position, and switch it off before you move it away.
• Line up the OHP before you start the presentation and keep it in the right position.
• Control the lighting effectively. Make sure that it is not too bright or dim.
• Rehearse thoroughly so that you get used to placing and removing the slides without any awkward movement.
• Take care not to stand between the projected picture and the audience.
• Take care to see that you use the right colors that are bright and aid clarity.
• Organize the information you have to give under main heads and subheads. Remember that the organization you give will help organize the matter in the participant's mind.

PowerPoint Presentations

PowerPoint presentations today are the most frequently used for presentations. Power points operate through slides and they have to be prepared very carefully. Sometimes they can make or mar a presentation. They lessen the flexibility of a presentation. But the impact they have can create a lot of interest; bring in variety and life into a presentation. If they go wrong however, the effect can be anything between mild confusion to total catastrophe. So they have to be used very carefully with a lot of planning and expertise. Some of the factors one has to keep in mind while doing PowerPoint slides are:

• Ensure that the slides are an integral part of the presentation.
• Space them intelligently so that they come in at regular intervals but more frequently towards the end. This will keep the interest alive.
• Think and plan of the most important point you want your audience to take back with them. Identify the slide or slides you must include and ensure that they are striking enough to remain in the mind
• Missing an important slide is as dangerous as including unnecessary ones. So plan out every slide carefully and thoughtfully.
• Never have a verbal slide that will have whole statements, sometimes several of them numbered sequentially. This can spoil the readability.
• Do not put into a slide what you will say. All people listen at more or less the same speed but read at different speeds. To keep the audience together, thus it is necessary that they hear things together rather than read.
• Follow a simple principle. Make your writing big enough and obvious.
• Keep the matter- Words, charts and drawings- simple and clear.
• Use the colors very carefully. Always colored backgrounds are not more effective than plain white ones. Also, try to integrate the colors meaningfully. Every color has significance. Understand it before using it.

Before installing the system, you have to make an OHP presentation of it in front of the principal and the staff, most of who are not very well versed in computers. Prepare it, make it in front of your friends, and find out from them how effective you have been.

• 7. Given below is a short write up on Communication. Convert it first into a presentation with transparency sheets for OHP presentation and later into slides for a Power Point presentation. Frame the text and choose the templates and decide on the matter to be put in the transparency sheets. Note how the two mediums of presentation need differential treatment even though the matter is the same:

“Communication is a multidimensional word that covers everything-interaction with others; casual conversation, persuading, teaching, and negotiating. You cannot communicate with a toy, anything you do is meaningless, it gets no response. When you communicate with another person, you see their response, and react with your own thoughts, feelings and actions. Your ongoing behaviour is determined by your internal responses to what you see and hear. It is only by paying attention to the other person that you get any idea about what to say or do next.

You communicate with your words, with your voice tonality, and with your postures, gestures, and expressions. You cannot fail to communicate. Some message is conveyed even if you say nothing and keep still. So communication involves a message that passes from one person to another. How do you know that the message you give is the message they receive? You must have had the experience of making a neutral remark to someone, and being amazed at the meanings they read into it.

Communication is so much more than the words we say. These form only a small part of our expressiveness as human beings, Research shows that in a presentation before a group of people, 55% of the impact is determined by your body language-posture, gestures and eye contact -38% by your tone of voice, and only 7% by the content of your presentation”.

(Adapted from Mehrabian and Ferris, ‘Inference of Attitudes from Non-verbal Communication in Two Channels’ in The Journal of Counseling Psychology)

Role-Plays

Introduction

Role plays are a very effective tool in practicing speaking skills at all levels. At the introductory level they ensure a level of involvement where the participants can start speaking without much hesitation and inhibition. If the characters and situation is well drawn, they also provide the participants a strong support on which they can depend upon and draw material for a good speaking session. At a higher level they can provide good background material to discuss interpersonal skills, body language, pitch, volume, etc Role plays can also be an important tool to teach etiquette in different social contexts.

• Given below are role-plays that you need to enact in groups. Understand the characters and frame a rough speech pattern. Do not frame the dialogues in advance. Respond to the situation as and when it develops. These role plays could be enacted after completing the chapters as indicated.

Role-play – 1

Number of Participants: 4

The Situation: The parents and sister (Saroja) of a 19 year old boy (Sanjiv) do not like the friends he moves around with. They are highly critical of the group and advise the boy to move away from them. The boy however finds no fault with any of them. He appreciates them for what they are. He is further agitated because his friends' families don't bother much about who they move around with. He sees this as an unnecessary interference. This is a scene where all the four (father, mother, brother and sister) are sitting together and discussing the boy's poor results. Naturally, the discussion leads to Sanjiv's friends. The parents are trying to convince him about what is good for him. But he is stubborn and tries his best to convince them that both he and his friends are reasonable. The sister Saroja is the youngest. She is angry with all his friends. She has come to know that they tease her friends in college. She has also seen them smoking in the canteen and knows that teachers are highly critical of their general attitude and behaviour.

Role Descriptions

The Father : You are a 50-year-old senior government employee in a responsible position. You have come up the hard way in life and you want that your children too should make a mark in their lives. You have given them your best and you want them to give their best. Your son's poor results as well as his general careless attitude is disturbing you. You are known for your composure and rational behaviour. But this situation seems to be going out of your control. You are on the verge of losing control over your temper.

The Mother : You are a 47-year old woman working as the principal of a school. You are also an expert in child psychology. You were always proud of the way you brought up your children. This turn of events suddenly baffles you. You don't want to become authoritative and rule over your son's life. At the same time, you feel that he has to understand his priorities. You're trying the balance the situation at home.

Saroja : You are the youngest child at home. You are 16 years old and recently joined the same college as your brother. You have seen his friends misbehaving and ragging your friends when you joined college. You are very agitated because you have come to know that your brother is friends with the same group. You were deeply concerned and had to come and report about his friends to your parents. You and your brother have always been good friends. Now, he is deeply hurt by your action. You did this after talking to him a couple of times. But he showed no signs of improvement. In this argument, you are caught in between. You want to protect your brother but at the same time you are agitated because he insists on keeping bad company.

Sanjiv : Age: 19. You are irritated and angry with your parents and sister's accusations. Your friends might be a little energetic and fun loving. But there is nothing basically wrong with them. You also feel that Saroja is unnecessarily over reacting.

Role-play – 2

Number of Participants: 5

The Situation : Situation in a family where there is the father-in-law (Mohan) the mother-n-law (Savitri) the son (Rajiv) and the daughter-in-law (Seema). Unfortunately, the son and the daughter-in-law have no children and cannot have any. The daughter-in-law wants to adopt a child from the orphanage. Her husband too is willing and supportive. The in-laws however are dead against the proposal. They feel that if at all a child is to be adopted it should be from within the family. Preferably, their daughter's child. There is an old aunt (father-in-law's sister, Parvati) also in the house. She agrees with the daughter-in-law in her decision. She has been trying her best to bring about some balance of opinion in the family by negotiating with her brother and brother's wife. She hates to see the daughter-in-law suffer.

This is one day in the family when Seema and Rajiv have identified a child in an orphanage. It is a girl child, less than 6 months old. This is just what they wanted. Seema is happy but apprehensive about her in-laws' reaction. Rajiv feels he can convince his parents. The situation, however, turns unpleasant and both Rajiv and Mohan lose control over their tempers.

Role Descriptions

Mohan : You are 65 years old. You have all your life believed and taken pride in your superior family lineage. You've been the unquestionable head of the family. In fact, your wish has always been a command. You are worried about your son not having a son to carry forward the family line. But you don't understand his desire to “adopt” an outsider, moreover, a ‘girl’. You are also disturbed and agitated because you feel that of late your son has started defying you. You're seriously thinking of going back to your ancestral village.

Savitri : You are 57 years old. You've been brought up the old fashioned way. Your husband's wishes are the only “truths” for you. You like your daughter-in-law as a person and even believe in what she wants. But somewhere you dislike that both she and your son are all out to go against the wishes of your husband. Rajiv, being the youngest is your favorite and you feel you can make him come around and listen to his father.

Rajiv : You are a 36 years old, successful and dynamic interior designer, you've traveled widely and moved away from the orthodox values of your family. You love your wife, respect her for her views. You're determined to stand by her in her decision. You've always thought that your father was unreasonable. You strongly believe that you and your wife should have the independence to decide on certain issues. You are the only son of your parents.

Seema : You are 33 years old. You started your career as an Interior Designer. But for some time now you've stopped working because it was creating a lot of controversy at home. You've plans of again starting your career seriously once the dust settles. You were disappointed when the doctor told you and your husband that you couldn't have your own children. But you always believed in adoption and you are happy that you've been able to convince your husband. Your husband always wanted a daughter and you also feel the same way. Since boys are anyway more sought after it is wonderful to give a “home” to a girl child. You don't want to create a rift in the family but the attitude of your parents-in-law is beginning to unsettle you.

Parvati : You are a 58 years old child widow. You've always thought that Rajiv has got his independent and progressive thinking from you. As a young woman you had tried doing many things. You had even started a cooperative society for the woman laborers in your ancestral village. But your brother's high handed, patriarchal views have always come in the way. Your dependence on him has prevented you from rebelling openly. Now you feel Seema and Rajiv should be allowed to live their life. Thanks to Soma's encouragement, you are now associated with many voluntary organizations and you've picked up the courage to disagree with your brother. In a way, you now want to start living your life; move out of your brother's shadow and establish yourself. You are soft spoken by nature. But now you are strong and determined. You have a quiet strength in you.

Role-play – 3

Number of Participants: 4

The Situation : This is a typical corporate scenario. There is a new H.R. Officer (Arundhati) in office who wants the company to invest in staff training and welfare programs. The company is going into a slump and she feels the training programs will boost the morale of the employees, which, in turn, will have an effect on the production. The head of the finance department, (Ravi) however, is totally against this proposal. He believes in a different work culture which others consider old fashioned.

According to him, this expenditure should be avoided till the situation looks up. He has always had a big say at the decision-making level. But of late he thinks the new M.D. (Sourav) is caught up with new fanciful ideas and his own proposals are being sidelined.

This is a board meeting where the budget for the next half-year is being discussed. Apart from the three people mentioned above, the head of the marketing division (Rajiv) is also present here. The M.D. has brought forth the proposal for new expenditure in training. The new H.R.O is trying to justify the expenditure even at the time of financial crunch. But the head of Finance opposes the move. He has his reasons for it. In the course of the discussion he even gets personal and vents his frustration at being overlooked. (Decide what kind of conversation you want to have. Be careful about the language you choose)

Role Descriptions

Ravi : Age: 47. You have been in this company for the last 10 years and have seen the place grow. In fact, you've had an important role in its growth. Now you are worried about the financial crunch and you are doing all you can to save and manage the finances well. The change over in M.Ds had unsettled you at the beginning but you've pushed it to the back of your mind now. But this new expenditure irks you. You feel it is entirely unnecessary. In fact, the new H.R. Officer too looks unnecessary. You are surprised that the M.D. has decided to take her suggestions seriously in spite of your disapproval. You are concerned about the finances but the whole episode is also a blow to your ego. You've decided to take on the matter headlong.

Arundhati : Age: 26. Youe graduated from one of the premier institutions of the country. You're always been a promising student and your two previous short stints of work have also been satisfying. You are confident that your plan of action can help in pulling the company out of the slump it is going through. The employees have to be re-charged. Their morale has to be boosted to take up any new initiative successfully. Mr. Ravi, however, seems to have come up as a major stumbling block. You've tried to reason out with him a couple of times but he is very convinced about not letting your initiative take off. Personally, you wouldn't like to hurt and insult him. But your work is important too!

Saurav : Age: 34. You have joined the company 6 months ago only to realize what a bad time it has been going through. You were taken up with the reputation of the company before joining. Mr Ravi is a senior employee and you also depend on him heavily. The new recruit Ms Arundhati has some very good ideas, which you'd like to try out. But Mr Ravi is against it and you feel that he's unreasonable. At times he even seems to question your authority and you don't like it.

Rajiv : Age: 35. You are the head of the marketing division and at this time of slump you feel there are more important things to concentrate on and this major rift is uncalled for. You are not against the training program but you don't think it is very important either. You are irked both with Ravi and Arundhati for making matters difficult for everyone. You have some very important matters to discuss but the whole meeting seems stuck to one issue only.

Role-play – 4

Number of Participants: 4

The Situation : This is a high level confidential meeting of the cabinet committee. The meeting has been called to discuss the effects of a new drug. It is a tasteless, colorless drug that can induce telepathy. The person who takes the drug will experience the emotions of people around him. The only condition for the drug to work is that, there should be physical proximity between the person who takes it and the people whose emotion is to be experienced. As soon as this fact was made known, the scientist who invented the drug has been kept under strict observation and provided with Z category security. There has been mixed reaction in the top government circles too. Some people welcome it; some are strongly against it. All agree that it can be dangerous and has to be used very judiciously. This meeting has been called today to discuss what has to be done next.

Role Descriptions

The Prime Minister : Age: 70. You are quite happy with the drug. You want it to be made available for people occupying top political positions, especially those whose lives are under threat. Basically you are a person who had to employ unfair means to get your post. You know that a lot of people around are against you. And you're eager to know what they are thinking and if they have any plans to de-stabilize you. You are arrogant and impatient. You can tolerate no opposition. Scheming and plotting is your second nature. You're eager to procure the drug and you are also the deciding authority as to who should be allowed to take it.

The Defence Minister : Age : 68. Known for your integrity and values. Rational thinking and anticipating correctly are your strong points. You feel this kind of a drug might spell disaster. Your experience tells you that every person is a bundle of contradictions. There are times when it is better for others not to read your thoughts. It can create unnecessary problems and further damage interpersonal relationships. It would become more difficult to negotiate issues with your opponents because knowledge of their negative emotions can affect your judgment. You strongly feel that the whole story should be put to an end and the drug should never be used. You suspect somewhere that the corrupt PM wants to use it for his own benefit and you are keen to stop him.

The Foreign Minister : Age: 68. You've been a collegemate and also a close friend of the P.M. since childhood. He has helped you at many crucial points in your life. You share memories of your childhood and youth with him. It is a bond you cannot break away from. But you also disapprove of some of his moves. Personally, you wouldn't like him to know that you have mixed feelings for him. And you know that once the drug is made available he'll use it to test everybody, including you. Also, you agree with the defence minister that diplomacy will become impossible once you achieve the ability to access the feelings and emotions of your opponents. For both these reasons, you are eager to stop the entire process of procuring the drug.

The Cultural Affairs Minister : Age: 47. You started your career as an actor. Even after political success, you're still an actor at heart. As an actor, it has been your habit to experience many emotions and act them out. Now this prospect fascinates you. You feel that this capacity to experience others' emotions can make acting easier and more authentic. Also, you feel that knowing and understanding the feelings and emotions of people belonging to different cultures can boost inter-cultural interaction in any country that has diverse cultures. You are keen, therefore, to try out the drug yourself first and then use it on other people subsequently as and when necessary. You've been an actor for most of your life. So you talk rather dramatically, and tend to dramatize your emotions whenever there is an opportunity.

Role-play – 5

Number of Participants: 3

The Situation : A young lady, who is a computer professional (Karuna) has got an opportunity to take up an important assignment which will involve constant globe trotting for a couple of years. It is a golden opportunity and it can give her all the exposure she needs to excel. It can equip her with the latest know-how worldwide, boost up her C.V. and open up many opportunities in future. Her parents have always encouraged her in all she did. They are happy about this also. But they would like her to get engaged to a boy they have settled for her and then go about her career. The boy's family too is eager to finish the engagement. Karuna, however is unwilling to commit herself in such a hurry. She is not opposed to marriage as such. But she feels that she should be given some time to accept the boy and the idea of marrying him. The boy (Anubhav) is reasonable. He understands both the perspectives. He is willing to wait if Karuna insists. But he doesn't mind getting engaged either. Either way, he has left the final decision to her.

This is a situation where Anubhav and his parents had come to Karuna's house, spoken to Karuna and her parents and left. Very categorically, Anubhav has mentioned before leaving that Karuna need not come under pressure. Nonetheless, his parents have expressed the desire to have a small engagement ceremony before she leaves. Karuna and her parents are discussing the matter now.

Role Descriptions

Karuna's Father : Age: 57. You are a senior executive of a company. Your only dream in life now is to see your daughter happily settled-- not only in marriage but in career too. Anubhav, you feel, is a dream come true. Personally if you wouldn't mind if Karuna got engaged later, but Anubhav's parents and your wife are insistent. You have always been a soft, tender parent and your daughter has always mattered more than anything else to you. Now, you too are in a dilemma.

Karuna Mother: You are 55 years old. You have always been a housewife. Karuna is your only child and you are eager to see her settled in marriage. You are proud because your daughter has had such a flying start in her career. But you feel that marriage is equally important. You are very happy with Anubhav and his family and you just don't want to let this opportunity go. You know that your daughter is frank, sometimes too outspoken. She even has very firm beliefs and convictions. So she will not be happy with just any boy. She needs someone who is understanding, co-operative and broad-minded. You feel Anubhav has all these qualities. Moreover, he seems to really like Karuna a lot. You're happy that he's prepared to wait but you don't want to delay the engagement any longer. You want to feel sure and secure for Karuna.

Karuna : Age: 28. Life has really been playing hide-and-seek with you of late. You were on the ninth cloud when you got this marvelous offer but even before you could start celebrating, this whole question of marriage has started troubling you. You like Anubhav, you respect him as a person but you're not sure if you'd like to marry him. You feel it is unfair to go through the engagement when you yourself are not very convinced. You can explain your position to your father and he'll understand. But your mother is rather adamant on the issue. The last thing you'd like to do is hurt her but you don't like her feeling so insecure on your behalf. After all, you are old enough and independent and why should Anubhav suddenly become a source of security for you? You're in a real fix.

Role-play – 6

Number of Participants: 5

The Situation : A group of final year students are having a party after the final results are out. All of them are destined to move in different directions. Some of them can meet frequently, some can't. They are all happy and excited abut starting a new life but there is also grief over the parting. In all this, one of them, Anil, has got drunk and started behaving crazy. It's past midnight. All are ready to leave but looking at Anil's situation his friends feel it is not safe to let him drive. They want to drive his car, reach him home and only then go to their own houses. But suddenly, Anil is insistent that he can drive back and take care of himself. This is a situation where two of his friends (Rajesh and Krishna) are trying to tell him that they need a lift and since Rajesh can drive, Anil might as well rest. A couple of others too are trying to help but Anil is adamant.

Role Descriptions

Rajesh : You are 22 years old. You've got admission into a premier institution for the MS program. You have to leave the next day and there is a lot of preparation to do. You're already late and your mother must be waiting for you to begin your packing. You want something to be decided soon so that you can leave. You've always disapproved of Anil's 'drinking habit and even fought with him a couple of times about it.

Krishna : Aged 22, you have always been good friends with Anil. He has some eccentricities but at heart he is a very good person and a true friend. You're very eager to see him safe at home. You don't at all approve of his driving in this state.

Sanjiv : Aged 21, you are part of the group. You've also had drinks but can hold it. You too have to drive back. Anil has got stuck to the argument that if you can drive, he too can. You're trying hard to convince him.

Sanatan : Aged 21, you are a calm person, known for your negotiating abilities. You too have to take a late morning flight the next day and you want to hurry up and leave. You're trying your best to find a way out.

Anil : You have just got a letter that your application for a job has been rejected. Earlier, you also failed to get admission into an institution you wanted to. Your friends have always been sympathetic and helpful. Today in the party, however, you've been overwhelmed with self-pity. Now that your friends feel you can't drive back, you want' to prove a point to them all. It's your way of telling them that you can take care of yourself, whatever be the condition you're in.

Role-play – 7

Number of Participants: 4

The Situation : A world-class football team is going through a rather bad phase. They had brought home medals in the past. They were known for the team synergy and their excellent performing standards. There was always a very high rate of dependence on one another. Of late, personal problems in the lives of a couple of players have affected their performance. Since they were the key players in the team, the performance, in general, has declined. The team first lost a few times and now, losing has become a habit. The team's morale is very low and the selection committee is under a lot of pressure to change the combination. They too feel that changing some of the members will be for the good. But these are the key members and removing them might give rise to public uproar. The coach of the team feels that removing players will effect the team performance in a big way. Instead, it would help if people are given some time to recover, set things right at the personal front.

This is a discussion of the Selection Board, the Minister of Sports and Cultural Affairs and the Coach.

Role Descriptions

The Minister : Age 50. You have a point to prove to your predecessor and for that the team has to perform and win medals for the country. Winning is all that matters to you. You are ruthless and believe in results. You are even out to change the selection committee if they hesitate to take hard decisions.

The Committee Members

Ramaiah : Age 46. You are quite close to the Minister. You believe in concentrating on your own gains and right now, doing as the minister says is the way best way out. You'd like to convince your other friends too that changing some of the players would be good for their career.

Shekhar : Age 48. You have been a player yourself in the past. You know that such phases can come in the career of any player. You have always stood by correctness and believed in professional ethics. You are a strong and determined person and you are determined not to let the play ground become the arena of politics.

The Coach (Chandra Shekar) : Age 42. You have been the coach of the team for the past one-year. You were brought in an attempt to boost up the dwindling performance of the team. You have dealt with similar situations before and you feel a little time and moral boost can solve the problem. You have always seen tremendous potential in each of the team members. Moreover, they are heavily dependent on one another. You feel that removing any of them now will only make the situation worse.

Role-play – 8

The Situation : The owner of a company that produces automobiles and spare parts had ordered for software to regularize and streamline his business. He had asked one of the upcoming software companies to do the work. For some reason, however, the company could not supply the software in time. They extended the deadline much beyond the stipulated time. Finally when they were ready with the product the owner, Subhash Reddy found faults and refused to buy it. This is a situation where the representatives of the Software Company have come to meet Mr. Reddy and find a solution to the problem. The following is a rough sketch of the characters.

Role Descriptions

Mr Subhash Reddy : You are the owner of a reputed automobile company. You have come up the hard way in life and you believe in hard work and punctuality. You had ordered the software for the following tasks:

1. Keeping an updated record of your orders and supplies
2. Maintaining the employees profile.
3. Documenting the production procedure etc and regularizing it for later production.

You are irritated because the Software Company could not give you the product in time. In the meanwhile someone you know has got you software from abroad at a much cheaper price and now you do not require this product. The problem is that you had forgotten to cancel this order and earlier when they wanted an extension you had given it. You want to quote the delay as reason and refuse to take the software. Financially too you are under slight pressure but you cannot reveal this to the company.

The Representatives

Dr Anuradha : You are the head of the team that has produced the software. You know that there has been a delay but that was primarily because your team was burdened with too much work. You are efficient but you are also known to have a quick temper. You feel that Mr. Reddy is being unfair. He is known for his arrogance and unfair deals and you are determined to give him a piece of your mind.

Ajay : You are a shrewd and experienced marketing man. You are sure that the software can be marketed elsewhere if not here. But this was a good deal and you want to give it one good try. You also feel that it is important to maintain good relationships with Mr. Reddy for future deals. You don't mind even playing up to him if it means a long-term benefit.

Sudha : You are a young girl of 25 who has just joined the company. The company belongs to your father and of late because of his bad health you have had to take up more and more responsibilities. You have completed your M.B.A from a reputed university. And you are trying to find a solution to the problem. Your senior collogues tell you that you need to gain experience to be more effective. You are beginning to feel that all your study has been only theoretical. It hasn't helped you much in solving real problems.

NEGOTIATION SKILLS

Speech as Negotiation

Negotiation is one of the chief activities in any speech situation. We commonly negotiate for discounts, prices, timings or options. In organizations again it is one of the most commonly needed skills that forms part of day-to-day communication. The outcome of a negotiation situation depends entirely on the values, attitudes, personal beliefs and emotions of the people involved in the situation.

Negotiation Styles and Their Contexts:

Depending on the context and the people involved in negotiation, we adopt different kinds of styles for optimum effect. The following are some of the negotiation styles we generally use:

As we see, different kinds of styles are used in different situations. There cannot ever be one style that is true of all situations. A successful negotiator will always judge the situation, the people involved, and decide on an appropriate style.

[Sometimes you may feel that a particular stance overlaps two or more negotiation styles. In such a situation try to create contexts and see when the stance can be said to be part of a particular style.]

• 9. Given below are a list of situations. See what style of negotiation will fit in best.

  1. You are seeking a promotion and you feel that your contribution to the organization warrants this. You have to negotiate this with your boss.
  2. You are the H.R chief in a company and you feel that the trade union leader is unnecessarily spreading ill will about the management. You have been given the responsibility of negotiating with him.
  3. You are the head of a software engineering team. You have been instructed by your boss to convince your team members and finish the work in half the time previously allotted.
  4. Your brother wants to get married to a good friend of yours who you know is a drug addict. Neither you nor your family is happy with this decision. But you also feel that they can be given a chance. A family meeting has been called for and you have to negotiate the situation.
  5. The municipal authorities will demolish your house, along with the entire colony for the construction of a flyover bridge. You have been chosen by your colony members to negotiate the settlement amount with the government.
• 10. List out ten different situations where you have to negotiate in your everyday life. Note them down and see what factors contribute to your success and failure in each.

• 11. Case-Study

  Pick up two students from the group or divide the whole group into two and ask the groups to find their spokespersons. Read out the first part of the case study to the entire class. Then, distribute the copies of the two character descriptions given below (the character description of Dr. Subramanyam and Prof. Peter George) among the members of the two groups. Take care to see that they do not read the other group's sheet. Let the discussion begin after both the groups have read the sheets and discussed the problem with their individual team members.

  Dr Subramanyam is the head of a research team that is experimenting on a new kind of preventive medicine. Prof. Peter George works at a University where the entire department of Chemistry is involved in developing a solution that can be sprayed in the atmosphere to minimize the negative effects of ozone depletion. Both the scientists belong to neighboring countries.

  In Dr Subramanyam's country, unfortunately, there has been an epidemic outbreak of a new kind of disease that is affecting only children and if not contained it can kill thousands of them. Dr Subramanyam and his team have been asked to work on a war footing to produce a cure.

  Prof. George too is in a high-pressure situation. Ozone depletion in his country has reached an all time high and it has been found that unless something is not done urgently it will affect a large part of his country and can cause deadly diseases in thousands of organisms. Prof. George has been directed to find a solution to the problem.

  Dr Subramanyam: You (Dr Subramanyam) are the head of a research team that has been working for the past two years on a preventive medicine. After trying synthetic medicines your team has gone on to try natural products and now they have zeroed in on the extract of the bark of a rare kind of herbal plant found only in the disputed border area adjacent to your neighboring country. The plant takes four years to mature, only after which the bark can be used. The outbreak of the present epidemic has been devastating on the psyche of the country. With thousands of children on the brink of death and thousands more likely to be affected, the whole country is in the grips of panic. For you, too, it is a personal crisis because your only grandson has been affected and your daughter is distraught with sorrow.

  If the team gets the barks immediately, they will need a week to experiment and finalize the formula. There is no time to grow the plant now and there is just about enough time to save the children presently affected and prevent more children from being affected.

  The only problem in beginning the project is in procuring the plants. The disputed area has been taken over by an international peace keeping body and you cannot get access to the plant without prior permission. You have heard that the delay in giving permission is because of pressure from the neighboring country. They too have an immediate crisis and the same plant is necessary to help them out of the situation. The international body feels that both the countries need the same plant and the amount of raw material necessary will exhaust all the available plants. As a peacekeeping body they do not want to take responsibility of deciding in anyone's favor. They have asked you and your team to come on to the negotiation table and settle the problem agreeably. Since there is no time to grow the plant now you are convinced that you have to convince the other party, get the plants, and save the children.

  Prof. Peter George: You (Prof. Peter George) are the head of a research team in a reputed university. Your department has received a special international grant to find a solution to ozone depletion. And you have been working on the problem for the last five years and your research expenditure has overshot the estimation. But you have been gracefully granted the extra amount too from the national fund. Now your country faces a crisis. The ozone depletion has suddenly worsened and is beginning to affect all the people who already have delicate health. Your research, after a lot of search, has shown that the liquid extract of the leaf of a plant can be used for the purpose. After mixing it with some other solution it can be sprayed in the upper atmosphere and the ozone depletion will be minimized for the next ten years. The rare plant, however, is not available in your country. As far as your knowledge goes, it is available in only one place-- the disputed area between your and your neighboring country. The area is in the control of an international peace keeping body that prevents all kinds of operation in the area. You have come to know from reliable sources that the same plant is urgently necessary in your neighboring country too. And since their need too is urgent they refuse to grant you the permission to use the plant.

  The concessions you have already availed have made your position very delicate. You have assured the government of your country that you are on the verge of finding a solution to the problem. And now, unless you are able to deliver the formula, your career and that of your colleagues will be in jeopardy. Moreover the sudden threat to the lives of all the people who do not have good resistance has posed a new problem. The ozone depletion has to be immediately checked or within months yours will become a nation of sick people. The radiation has also proved to have adverse effect on the mental development of children. After procuring the plants you will need to work on it for about a couple of months to give the sprayable solution. Since there is no time to grow the plant now, you are convinced that for yourself, your colleagues and for your countrymen you have to clinch the deal and procure the plants immediately and finalize everything at the earliest. After you putting a lot of pressure the international body has agreed to allow you to negotiate with the representatives of the neighboring country.

  Conduct the discussion at the negotiation style.

  After the discussion, discuss the way the negotiation process was conducted. What factors contributed to their arriving at or not arriving at an agreement? Also discuss the body language and attitude of the discussants.

SUMMARY

• Effective speaking forms the crux of communicative skills: it is striking the right attitude and the right language at the right place.
• Researching the subject, selecting the content, planning for the talk is vital before a presentation.
• Remember to cut up your presentation sessions into short and brilliant sections. This will ensure audience attention.
• An effective presenter should prefer ‘social space’, avoid ‘public space’ and use body, eye, intonation effectively.
• Good visual aids can immensely improve the quality of presentation.
• Effective group behaviour is largely responsible for a good group discussion.
• Equitable distribution of participation leads to effective group discussion.
• It is important to network one's ideas, build up the argument and give the discussion a definite direction.
• Good listening forms an important part of group discussion.
• Negotiation is one of our commonest activities during day to day communication.
• Collaborating, compromising, controlling, accommodating, avoiding are different styles of negotiation.
• The outcome of an act of negotiation is dependent on the values, attitudes, and personal beliefs of the people negotiating.

REVIEW QUESTIONS

1. What are the different factors one has to be sensitive about to become an effective speaker?
2. What are the different speech styles?
3. During a presentation, how does a speaker ensure audience involvement?
4. What is “attention curve”?
5. What preparations are necessary before giving a presentation?
6. What are the factors crucial to an effective group discussion?
7. What is the importance of turn taking during a group discussion?
8. Define the concept of negotiation.
9. Mention some important factors that determine the success of negotiation.