4. Communication and Negotiation Flashcards
What is communication?
The exchanging of information.
What are the different methods of communication?
Oral
Written
Graphic
Non-Verbal
How would you select method of communication?
Intended message
Speed of delivery and response
Target Audience.
History of communication between both parties.
What are the different methods of Oral communication?
Calls
Presentations
Meetings and Negotiations
What are the advantages of Oral Communication?
Speed of delivery and response
What are the disadvantages of Oral Communication?
No written audit trails - misunderstandings
What are the different methods of Written communication?
Emails
Letters
Reports
What are the advantages of Written Communication?
No written audit trails - prevent misunderstandings
What are the disadvantages of Written Communication?
Speed of delivery is slow
Target audience -must be adapted to suit
What are the different methods of Graphic communication?
Sketches and Drawings
Visualizations
Branding and logos
Maps
What are the advantages of Graphic Communication?
Reinforce key themes and written methods.
What are the disadvantages of Graphic Communication?
Context key to explanations
What are the different methods of Non-Verbal communication?
Appearance
Body language & Posture
Eye Contact
What are the advantages of Non-Verbal Communication?
80% of all communication is non-verbal.
Reinforce verbal communication.
What are the disadvantages of Non-Verbal Communication?
Needs to reflect message conveyed, otherwise confusing.
Why important to deliver reports in person?
Clarity through reinforcement of key points
Speed of delivering and responses to queries
How do you successfully run a DTM?
Invitations in advance (time to prepare)
Meeting Agendas (brief team and time allocation)
Ask Questions to confirm next steps/actions
Review previous Meeting Actions
Minute everything accurately
Why are Actions from Meeting Minutes important?
Hold team members accountable for previous actions discussed and also provide written audit trails
What are RFIs and why are they important?
Request for Information from design team - requesting information required to make design decisions.
What was the format of BTP’s weekly CPD session?
Provide topic - client based scenario
10 minute presentation from speaker
Q&A from attending staff members
Speak about individual experiences etc.
How would you structure and deliver a presentation?
Structure:
Introduction to speaker
Inform audience of topic you will be presenting
Deliver main body of talk
Conclusion of what was discussed via summary
Allow for questions
Delivery:
Brief / Introduction
Logical order
Time allocated to different sections
Voice tone & speaking slowly to deliver message
Slides supplementary to message delivered
Questions
How would you deliver a report at a meeting?
Give a summary of the key findings.
Only include vital information.
Offer to distribute the report afterwards.
What is negotiation?
Discussions aiming to reach an agreement between two parties.
What is the most important aspect for negotiation?
Preparation - key to understand range of issues and both parties positions, distinction of liability, time and value before determining a negotiation strategy.
Can you give an example of when you have been involved with a negotiation?
22 Frognal Way - Agreeing Loss and Expense
- Reviewed contract for understanding of subject
- Reviewed contractor L&E claim
- Asked for supporting information
- Understood what items were negotiable
- Highlighted key items for negotiation e.g. staff costs
- Met with contractor to negotiate and agree
What methods of negotiation do you know of?
Competitive negotiations
Principled - interest-based cooperative negotiations
What are the keys to competitive negotiation?
Negotiation will make an offer that is very low, usually less than they would in fact accept. Their tactic is simple - raise offer gradually (while weaving in
other issues) in order, hopefully, to settle the matter.
What are the keys to principled negotiation?
- Separate the People from the Problem
- Focus on Interests not Positions
- Invent Options for Mutual Gain
- Insist on Using Objective Criteria
Do you know any theory’s on negotiation?
The Thomas and Kilman approach:
To take a more people approach to disputes, with 5 types of responses:
- Compete - whereby you pursue your own interests.
- Accommodate - whereby you satisfy the other parties interests.
- Avoid - whereby you try to avoid the conflict all together.
- Collaborate - whereby you reach and agreement to satisfy both parties.
- Compromise - whereby you reach a mutually agreeable solution for both parties.
How do you ensure an agreement is recorded?
Both parties to sign the agreement or;
Written confirmation, i.e. via email or letter
