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Error making in crisis negotiation : the effect of an (intentional) error and response strategies on rapport

Platje, Tabea (2020) Error making in crisis negotiation : the effect of an (intentional) error and response strategies on rapport.

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Abstract:This study investigated whether there is a link between different types of communication errors and experienced rapport in crisis negotiations. Students (N=64) were asked to participate in an online scenario with different conditions of errors and response strategies. Thus, a 2 (error on purpose, accidental error) x3 (apology, denial, deflection) factorial between-subjects design study with an additional control group in which no error was made was conducted, with rapport as a dependent variable. The relationship of the different types of error on rapport was tested, as well as the relationship of response strategies and rapport, including perceived guilt. The findings showed that there was no difference in experienced rapport when making an error on purpose, an accidental error, or no error. Further, apology as a response strategy did not lead to more experienced rapport after an error was made than denial or deflection. Also, guilt could not be considered as a mediator between the response strategies and experienced rapport. Several reasons for the findings were discussed and limitations considered so that this research can be seen as a starting point for further investigations on the role of rapport after an accidental or intentional error in crisis negotiations.
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/81548
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