University of Twente Student Theses


De gevolgen van het ontvangen van communicatiefouten in crisisonderhandelingen

Stratum, F.L. van (2016) De gevolgen van het ontvangen van communicatiefouten in crisisonderhandelingen.

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Abstract:This study looks at receiving communication errors in crisis negotiation and possible recovery strategies. The factors trust and rapport are required to perform a good negotiating and these factors would also possibly suffer a negative impact from communication errors. The assumptions discussed in this study are whether making a communication error would decline the amount of affective and cognitive trust and rapport the receiver has in the error maker. In addition, the study examines the effectiveness of various recovery strategies (contradicting, apologizing and accepting) after the occurrence of a communication error. The statistical analysis shows that there is no observed significant effect of a communication error on trust and rapport. We also find no significant effect from our conditions on the type of recovery strategy. These results are notable in a way they are not consistent with the existing literature. However, the scores found in this research generally point in the directions we suspected. Furthermore, the (recovery) strategy accepting, also used in the control condition, shows notable and unexpected outcomes. Further research with a larger sample is recommended to be able to detect significant effects.
Item Type:Essay (Bachelor)
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:77 psychology
Programme:Psychology BSc (56604)
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