I.3. Framing in Interpersonal Communication and Negotiation

I.3. Framing in Interpersonal Communication and Negotiation

Continuing on the previous chapter about interpersonal communication, this chapter will introduce a very important element of interpersonal communication: Framing. Framing is a concept that can be used in interpersonal communication in general and in negotiations in particular.

Frames are subjective and personal structures implemented to limit and make sense of various information we receive. They clarify and help to organise situations to be able to extract and focus on the most relevant information.

Important note: How framing is different from perception biases?

Perception biases occur at a “higher” level than framing. Perception biases filter information before it reaches the conscious zone in individuals. Framing on the other hand is a selection of information among the conscious ones, to be used for a defined purpose.

If we use conscious (or not – as a result of habits for example) frames in how we evaluate and perceive the world, they can also be utilised in presenting information to others. And this is in fact probably the most interesting use of frames in communication. The concept of framing is at first a bit challenging to grasp, so here are a few practical examples of how frames are used, and how you in fact already use frames without necessarily realising it!

1. A simple frame

Is the glass half full or half empty? One frame can convey a positive message (half-full), the other a negative. But it all depends on the situation. If you are trying to finish a horrible drink, you might prefer to hear it’s half empty rather than full. And the opposite is true if you’re enjoying your favourite cocktail. The point is: depending on a situation is framed, different information and “feelings” are conveyed, as the focus point shifts.

2. Buying a car

As a buyer you most likely have a few criteria you are looking for when buying your next car. It could be a car which cost is below a certain level, it could be a body type (sedan, wagon etc.), a particular brand, or any other criteria. We describing to the dealer what you are looking for, you are framing the problem in a certain way, based on the most important criteria (your focus points). Now, with that example, we see that framing can have several layers. Indeed you could be looking for a Toyota Sedan under $40,000, a ‘stack’ of 3 frames. Of course, you could also be looking – as one of my friends did – for any kind of car as long as it is purple!

Now, if you’ve ever bought a car, you have probably noticed how dealers use framing. This is generally done by drawing your attention on points that have little importance for you. It can be things such as the fancy sound system of the car, of the incredibly convenient cup holders or the new alloy wheels together with the electronic sunroof. In this particular case, framing is used a supporting tool to justify a high price tag. Drawing your attention to details you hadn’t considered in the first place can prove efficient in making you believe that there is more than what you are looking for – although these are things of little importance for you!

I hope you can relate to the “buying a car” example. It is also very useful to underline the power and importance framing plays in negotiation. Someone aware of the importance of frames and able to use them correctly can draw considerable power in negotiations and communication in general. It is a very powerful tool to get others to focus on points particularly important for you and is a way of doing it that brings little conflict leading to the development of good relationships. As outlined in the buying a car example, it is also a very strong tool to use in negotiations.

I encourage you to reflect on this, and I will see you for the next chapter.

I.2. Interpersonal communication

I.2. Interpersonal communication

Today’s second chapter will focus on interpersonal communication and why this is one of the most important things to focus on when studying business for use in the professional and personal life. Whether you are looking for a job, seeking better employment opportunities or simply looking at improving yourself, this is a topic you really don’t want to miss.
It may seem that communication has been talked over and over again, but this is for a good reason. It is essential to everything we do. We communicate everyday, pretty much all day long! Whether it’s in a face to face setting at work, over the phone or on the internet, we communicate by more and more means with a wide range of people.
Communication is also at the core of what employers look for. Don’t believe me?
Take a look at some job ads I've just picked from the internet:

“  *  1-2 years marketing experience with agency and client exposure
    * Tertiary qualification in marketing
    * Exceptional communication, presentation and negotiation skills
    * Ability to juggle multiple projects”

“You will be an experienced Executive Assistant, held in high regard for your exceptional organisational and interpersonal skills. You will understand the complexities of the office environment and will have demonstrated to many that you posses the balance of action and understanding to be successful in a dynamic and changing environment.”

“Professional Traits
1. Ability to establish rapport with clients over the phone and in person
2. Individual needs to be driven, focused and passionate about selling
3. Organised and professional in dealing with IT professionals and clients
4. Excellent written presentation skills
5. Excellent verbal presentation skills”

I hope you understand how important effective communication skills are and how you can build leverage from them.

So what is communication anyway?
It has been defined as:

• The act of communicating,  transmitting information
• The exchange of thoughts, messages, or information, as by speech, signals, writing, or behaviour
• Interpersonal rapport
• It is about overcoming barriers

This is how communication works:

In this model the sender encodes a message that circulates through the channel to reach the receiver. In face to face communication, the channel is the use of speech. It can also be the phone, a letter, an email, a sms etc. It’s how the message “travels” to the receiver. It is encoded by the sender as he or she chooses his words to convey the message. The receiver on the other end decodes the message. Miscommunication can occur for example when the words used by the sender convey a different meaning for the receiver. More on this later.
In addition “Noise” affects each step of the communication process. Noise is everything that affects the communication process and originates from the environment although it can also originate from within. For example if you are having a conversation with someone when suddenly you experience a strong pain in any part of your body, this disturbance – this noise – will affect the communication process as your attention is driven away from the topic.
The same can occur when a student is sitting in a classroom and when a football game is being played outside. What is seen through the window is noise affecting the communication process between the student and the teacher.
Noise can generally be visual, physical, physiological or psychological.
Finally, feedback gives an indication to the sender of how well the message has been received by the receiver. It can take many forms: a clarification question, a face expression a reply on the topic meaning that the message has been correctly received etc.

The notion of psychological noise is particularly important as it encompasses important principles.
Psychological noise is the result of biases, prejudices and individual perception.
Perception is particularly important in communication as it defines how we interpret all incoming messages.

This is how the perception process operates:

Perception is a "sense-making" process: the process of screening, selection and interpreting the environment in order to have a meaning to the individual.
Because the environments we live in are so rich in information, our system filters this excess in information. It is a necessity to deal with the overload of information we are exposed to. However in doing so we unconsciously ignore big parts of the information. The short cuts that we take present us with distorted and interpreted information. Because of this process, we all perceive the world in a unique, personal way. When we talk about reality, we in fact talk about our perception of the reality.
It’s just like if we were putting some glasses on and describe the world by the vision we get of it through these glasses.
Take light for example. Our eye is sensible – can see – only a small fraction of the light spectrum. Does it mean that UV and InfraRed rays don’t exists or aren’t real? Of course not. We just don’t perceive them. The same happens with information that can easily slip away from our attention although we physically are able to perceive it. A lot of car accidents happen that way.

What are the consequences of that ?
Using shortcuts and biases can lead us to make the wrong conclusions about people and situations.
If initial assumptions and conclusions are wrong, communication based on these errors won’t be as effective as intended by the sender. This shows that communication biases impact the quality and effectiveness of our communications with others.

There are 4 typical perception errors and shortcuts:
1. Stereotyping, with factors such as:

• Age
• Sex
• Ethnicity
• Religion
• Nationality
• Occupation
• Education

2. Halo/Horns effect - Positive/Negative Aura
3. Selective perception
4. Attribution error: explaining someone’s behaviours based on our expectations & understanding of who they are

All these shortcuts and errors impact communication in several ways:

• Receivers tend to form judgments or evaluations before understanding what is being said.
• Receivers tend to be inattentive, as they have already jumped to stereotyped conclusions.
• Receivers tend to hear only what they want to hear.
• Biases can lead to having a closed mind.

It is of crucial importance to understand how the communication process works and by what it is affected if one is to communicate efficiently and in a satisfactory and respectful manner. Keeping in mind that what we perceive our environment in a biased manner, one must be aware that perception does not necessarily reflect reality. In this context, it is important to carefully encode messages in a neutral manner while attentively looking at feedback as a way of measuring the effectiveness of communication.

I encourage you to reflect on that, and I’ll see you in the next chapter.