In this chapter we have considered elements of the art and science of communication that are relevant to understanding negotiations. We began with model of two-party interaction that shows communication as a transactional that cycles between the parties and is prone to error and distortion at various points. Such distortions are more likely to occur when communicating parties have conflicting goals and objectives or strong feelings of dislike for one another. Distortion may occur as information is encoded, transmitted, decoded, and interpreted. During all stages of the communication cycle between two parties, problems of "noise" or interference potentially affect the accuracy and clarity with which messages and responses are sent and received.

We then moved to a discussion of what is communicated during negotiation. Rather than simply being an exchange of preferences about solutions, negotiations covers a wide-ranging number of topics in an environment where each party is trying to influence the other. This was followed by an exploration of three issues related to how people communicate in negotiation: the characteristics of language, nonverbal communication, and the selection of a communication channel. We discussed at some length how the decision to negotiate in online environments (e.g., e-mail) alters negotiator behavior and outcomes.

In the closing sections of the chapter we considered ways to improve communication in negotiation, including improvement of listening skills and the use of questions, and special communication considerations at the close of negotiation, where we discussed avoiding last minute mistakes and achieving closure.