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Communication Error Management in Crisis Negotiations: The Effectiveness of Recovery Strategies after Communication Errors

Lennecke, C.U. (2016) Communication Error Management in Crisis Negotiations: The Effectiveness of Recovery Strategies after Communication Errors.

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Abstract:Communication errors may play a role in crisis negotiations, because in crisis negotiations the stakes are high. To choose an adequate recovery strategy in order to recover from those communication errors in a crisis negotiation, it is essential to know which possible negative effect the making of an error can have on different interpersonal factors. In order to research communication error management in the setting of a crisis negotiation, 165 students enrolled in a scenario. Here they were asked to imagine to be in a barricaded crisis negotiation after a theft and were questioned by a police officer. The questioning was online and in reality pre-programmed so that they could be randomly assigned to one condition in a 2 (communication error: factual, judgement) x 3 (recovery strategy: apology, contradict, accept) between subject design with a control condition in which no communication error occurred. The effect of the communication error management was measured in regard to different interpersonal factors (affective trust/cognitive trust, rapport/hostility, and the willingness to provide information). The current study showed that communication errors had no significant effect on these interpersonal factors. Furthermore, it was found that apologizing leads to more affective trust and rapport than contradict or accept, which were equally valued. The results offer implications for choosing a proper strategy to recover from a communication error.
Item Type:Essay (Bachelor)
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:77 psychology
Programme:Psychology BSc (56604)
Link to this item:http://purl.utwente.nl/essays/69938
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