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Communicating with Warmth in Distributive Negotiations Is Surprisingly Counterproductive

Author

Listed:
  • Martha Jeong

    (Harvard Business School, Boston, Massachusetts 02163)

  • Julia Minson

    (Harvard Kennedy School, Cambridge, Massachusetts 02138)

  • Michael Yeomans

    (Harvard Business School, Boston, Massachusetts 02163)

  • Francesca Gino

    (Harvard Business School, Boston, Massachusetts 02163)

Abstract

When entering into a negotiation, individuals have the choice to enact a variety of communication styles. We test the differential impact of being “warm and friendly” versus “tough and firm” in a distributive negotiation when first offers are held constant and concession patterns are tracked. We train a natural language processing algorithm to precisely quantify the difference between how people enact warm and friendly versus tough and firm communication styles. We find that the two styles differ primarily in length and their expressions of politeness (Study 1). Negotiators with a tough and firm communication style achieved better economic outcomes than negotiators with a warm and friendly communication style in both a field experiment (Study 2) and a laboratory experiment (Study 3). This was driven by the fact that offers delivered in tough and firm language elicited more favorable counteroffers. We further find that the counterparts of warm and friendly versus tough and firm negotiators did not report different levels of satisfaction or enjoyment of their interactions (Study 3). Finally, we document that individuals’ lay beliefs are in direct opposition to our findings: participants believe that authors of warmly worded negotiation offers will be better liked and will achieve better economic outcomes (Study 4).

Suggested Citation

  • Martha Jeong & Julia Minson & Michael Yeomans & Francesca Gino, 2019. "Communicating with Warmth in Distributive Negotiations Is Surprisingly Counterproductive," Management Science, INFORMS, vol. 65(12), pages 5813-5837, December.
    • Handle: RePEc:inm:ormnsc:v:65:y:2019:i:12:p:5813-5837
    DOI: 10.1287/mnsc.2018.3199
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    Cited by:

    1. Nault, Kelly A. & Sezer, Ovul & Klein, Nadav, 2023. "It’s the journey, not just the destination: Conveying interpersonal warmth in written introductions," Organizational Behavior and Human Decision Processes, Elsevier, vol. 177(C).
    2. SimanTov-Nachlieli, Ilanit & Har-Vardi, Liron & Moran, Simone, 2020. "When negotiators with honest reputations are less (and more) likely to be deceived," Organizational Behavior and Human Decision Processes, Elsevier, vol. 157(C), pages 68-84.
    3. Jan S. Krause & Gerrit Nanninga & Patrick Ring & Ulrich Schmidt & Daniel Schunk, 2020. "The Influence of Ambient Temperature on Social Perception and Social Behavior," Working Papers 2013, Gutenberg School of Management and Economics, Johannes Gutenberg-Universität Mainz.
    4. Minson, Julia A. & Bendersky, Corinne & de Dreu, Carsten & Halperin, Eran & Schroeder, Juliana, 2023. "Experimental studies of conflict: Challenges, solutions, and advice to junior scholars," Organizational Behavior and Human Decision Processes, Elsevier, vol. 177(C).
    5. Blaufus, Kay & Lorenz, Daniela & Milde, Michael & Peuthert, Benjamin & Schwäbe, Alexander N., 2022. "Negotiating with the tax auditor: Determinants of tax auditors' negotiation strategy choice and the effect on firms’ tax adjustments," Accounting, Organizations and Society, Elsevier, vol. 97(C).
    6. Hart, Einav & VanEpps, Eric M. & Schweitzer, Maurice E., 2021. "The (better than expected) consequences of asking sensitive questions," Organizational Behavior and Human Decision Processes, Elsevier, vol. 162(C), pages 136-154.
    7. Lutz Kaufmann & Moritz Schreiner & Felix Reimann, 2023. "Narratives in supplier negotiations—The interplay of narrative design elements, structural power, and outcomes," Journal of Supply Chain Management, Institute for Supply Management, vol. 59(1), pages 66-94, January.
    8. Yili Hong & Jing Peng & Gordon Burtch & Ni Huang, 2021. "Just DM Me (Politely): Direct Messaging, Politeness, and Hiring Outcomes in Online Labor Markets," Information Systems Research, INFORMS, vol. 32(3), pages 786-800, September.

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