Kuliah Negosiasi : Labeling

Summary

In this video, the speaker introduces a powerful technique called labeling, which involves observing the emotions, words, and body language of others to influence conversations. Labeling helps manage challenging situations, particularly in negotiations, by addressing negative emotions and turning them into positive outcomes. The technique involves using simple phrases like 'seems like' or 'sounds like' to label the emotions of others, reducing their negativity. It can also be used to reinforce positive emotions. The speaker provides practical examples and tips on how to effectively apply labeling alongside other techniques like mirroring to build better communication and achieve desired results.

Takeaways

• 😀 Labeling is a communication technique that involves observing a conversation partner's emotions, words, and body language.
• 😀 This technique is highly versatile and can be applied in negotiations, communication, manipulation, and conflict resolution.
• 😀 The first step in labeling is to be aware of and observe the emotional state, words, and behavior of the other person.
• 😀 Labeling works by assigning words like 'it seems', 'it sounds like', or 'I think', often used to identify negative emotions, which helps in reducing those emotions.
• 😀 Using labels on negative emotions can help decrease or even eliminate those emotions, as the person is forced to reflect on their feelings.
• 😀 In a negotiation, for example, if someone is upset, labeling their emotion with 'It seems like you're angry' may prompt them to question their feelings, leading to emotional relief.
• 😀 A major mistake in labeling is starting with phrases like 'I heard' or 'they say', which can offend the other person and make them feel like their privacy is invaded.
• 😀 Successful labeling requires allowing the person to process the label you gave them, rather than immediately offering another label.
• 😀 Labeling positive emotions strengthens those feelings. For instance, showing gratitude or appreciation can reinforce positive feelings in others.
• 😀 Labeling can be combined with mirroring techniques for a more effective result, as it helps to create rapport and gain more information from the conversation.

Q & A

What is the main technique discussed in the script?

The main technique discussed is 'labeling', which involves observing a person's emotions, words, and body language to apply a label that helps manage difficult situations, especially in negotiations and communication.

What is the first step in applying the labeling technique?

The first step is to be aware and observe the emotional state, words, and behavior of the person you are interacting with.

What is the purpose of giving a label to a person's emotion?

The purpose of labeling a person's emotion is to reduce or even eliminate negative emotions, by prompting the individual to question their emotional state, which can lead to them calming down.

Can you provide an example of how labeling is used in negotiations?

An example would be if a person is upset because you are late to a negotiation, you can label their emotion by saying 'It seems like you are angry,' which can help them reflect on their emotions and reduce their anger.

What should you avoid when using the labeling technique?

You should avoid starting labels with phrases like 'I heard' or 'They said', as this can make the person feel like their privacy is being violated and create a sense of threat or distrust.

What happens if the person does not respond after a label is given?

If the person does not respond after a label, you should give them time to think and reflect. If necessary, you can provide another label, but let the first label work before moving on to a second one.

How does labeling work differently when addressing positive emotions?

When labeling positive emotions, the effect is to strengthen and reinforce the positive feelings, unlike with negative emotions, where the goal is to diminish them.

What can be learned from the example about the customer service representative?

The example demonstrates how labeling and responding with empathy can defuse a potential negative situation. By acknowledging the representative's potential frustration and thanking them, the interaction remains calm and productive.

How can the labeling technique be combined with other techniques?

Labeling can be combined with other techniques like mirroring. You can label the person's emotions, mirror their actions or words, and then label again, continuing the cycle to gather more information and maintain control over the interaction.

What is the benefit of using the labeling technique in negotiation and communication?

The primary benefit of using the labeling technique is that it helps the target feel understood, which fosters a positive atmosphere and allows for the acquisition of valuable information, thereby making the negotiation or conversation smoother and more effective.