4 - Communication and Negotiation

Question 1

125 - Please can you define what communication is?

Answer 1

The imparting or EXCHANGING OF INFORMATION by speaking, writing, or using some other medium.

Question 2

126 - What are the different ways you communicate with your team? (13)

Answer 2

ORAL;
1) Phone calls
2) Reporting at meetings
3) Facilitating / chairing meetings
4) Client presentations
5) Staff presentations
6) Contractor interviews
7) Public speaking at seminars etc.
8) Listening skills

WRITTEN / GRAPHICAL;
9) Letters, memos and emails
10) Written reports
11) Compiling tender and contract documents
12) Programming
13) Drawings and specifications

Question 3

127 - Please provide some advantages of written communication? (4)

Answer 3

1) COMPLEX / TECHNICAL information can be communicated with drawings, diagrams, charts etc.
2) CREATES A RECORD of the communication
3) Good way to FORMALISE verbal agreements
4) Information can be circulated to MULTIPLE PARTIES very quickly.

Question 4

128 - Please provide some disadvantages of written communication? (4)

Answer 4

1) It may be unclear if the recipient has RECEIVED THE MESSAGE (letter lost in the post).
2) LANGUAGE / TONE might not be familiar or acceptable to the recipient.
3) It is much HARDER to ASK QUESTIONS and for someone to CLARIFY the communication.
4) You will not know if the recipient has UNDERSTOOD THE MESSAGE.

Question 5

129 - Give examples of good written communication? (5)

Answer 5

1) The message is SHORT and PRECISE.
2) CLEAR and EASY to read / understand.
3) WELL-STRUCTURED with intro, substance then conclusion.
4) Use of charts / diagrams / pictures (GRAPHICS) to enhance meaning.
5) The recipient UNDERSTANDS the message without AMBIGUITY.

Question 6

130 - If you chair a meeting, how do you make it effective? (6)

Answer 6

1) Set an AGENDA and keep the meeting ON TRACK.
2) PREPARE for it in advance, have documents, information and visuals ready.
3) Be PUNCTUAL for the meeting.
4) Take MINUTES.
5) Give everyone the OPPORTUNITY TO SPEAK and CONTRIBUTE.
6) Understand BODY LANGUAGE.

Question 7

131 - What is the difference between effective and efficient communication? (2)

Answer 7

1) Efficient communication - information PRESENTED in a clear and concise manner, reducing effort and waste.
2) Effective communication - to ACCOMPLISH A PURPOSE, producing the intended or expected result.

Question 8

132 - What are the barriers to communication? (5)

Answer 8

1) Difference between VERBAL AND NON-VERBAL - you say something, but your body language does not give off the same signals.
2) Individual PERCEPTIONS.
3) BODY LANGUAGE can DISTRACT people meaning they miss vital parts of what you are saying.
4) Language or CULTURAL DIFFERENCES.
5) Different TIME ZONES or LOCATIONS.

Question 9

133 - Explain what is meant by body language and give examples? (2)

Answer 9

1) NON-VERBAL COMMUNICATION that can often have hidden messages,
2) It is usually the body doing the talking; for example, CROSSING YOUR ARMS when talking can project a defensive or reluctant message.

Question 10

134 - Name the types of body language and briefly explain? (3)

Answer 10

1) PASSIVE - defeated, over-apologetic, understanding, no eye contact.
2) ASSERTIVE - Relaxed and balanced, firm but friendly, maintaining a comfortable distance.
3) AGGRESSIVE - Tense, invading space, loud, clenched fists.

Question 11

135 - What is a negotiation?

Answer 11

DISCUSSIONS to reach a COMPROMISE or AGREEMENT. Parties, through and informal or facilitated negotiation PROCESS, agree to settle the dispute either at a high level or in detail.

Question 12

136 - What could indicate the success of a negotiation on a final account?

Answer 12

BOTH PARTIES come away HAPPY, costs agreed and within the clients budget.

Question 13

137 - What key things do you need to think about before entering a negotiation? (7)

Answer 13

1) To what level I’m AUTHORISED to negotiate (for example, up to £250k).
2) My (and my client’s) RED LINES.
3) Do I have sufficient FACTS and INFORMATION.
4) The CHARACTER of the person I’m negotiating with.
5) What I want the OUTCOME to be.
6) Areas where I’m willing to COMPROMISE.
7) The STRUCTURE of the negotiation.

Question 14

138 - What is your negotiating style?

Answer 14

It largely DEPENDS on the SITUATION, if there is a STRONG CASE for the client then I would aim to get the BEST DEAL; however, I aim to be COLLABORATIVE and endeavour to find a solution.

Question 15

139 - When faced with a challenging negotiation, how do you conduct yourself in a fair and professional manner? (3)

Answer 15

1) I always STAY OBJECTIVE and enter the negotiation with the mindset of FINDING A RESOLTUION.
2) I carry out my work ETHICALLY and to the REQUIRED STANDARDS.
3) I’m always RESPECTFUL to the other party and endeavour to UNDERSTAND THEIR POSITION.

Question 16

140 - Give an example of when you successfully negotiated? (3)

Answer 16

1) I successfully negotiated the FINAL ACCOUNT of [insert project]. I did this by ASSESSING MY POSITION on the account and ISSUING COMMENTS to the contractor in the first instance.
2) This FORMED THE BASIS OF DISCUSSIONS with the contractor, both PRESENTED our commercial position (in a meeting) and AGREED TO SETTLE at a certain figure that was palatable TO BOTH PARTIES.
3) I formed a GOOD WORKING RELATIONSHIP with the contractor throughout the project, we were able to COMMUNICATE clearly and respectfully with each other which aided the success of the negotiation.

Question 17

141 - What are the main barriers in negotiation? (5)

Answer 17

1) Lack of TRUST
2) Information VACUUMS
3) CULTURAL differences
4) Lack of EMOTIONAL INTELLIGENCE
5) COMMUNICATION problems

Question 18

142 - What is a “without prejudice” offer?

Answer 18

In general, a party’s ADMISSION to something can be USED AGAINST them in COURT. The without prejudice (WP) rule means that statements which are made in a GENUINE ATTEMPT TO SETTLE a dispute CANNOT be used in court as EVIDENCE of admissions against the party that made them.