5 - Communication and Negotiation - Updated Flashcards
Communication and Negotiation - Extract from Candidate Guide - Aug 2018 (updated Feb 2022)
Explain how different forms of communication can be more suitable than others, in different situations.
A legal matter of anything that may be required to be referred to in future would benefit from a paper trail such as emails etc.
On the other hand in the other party is particularly confrontational a phone call may be a better option to protect and safeguard the surveyor.
Explain a situation when a visual presentation would be beneficial to your client.
When visually attempting to present design options, risk management workshops.
What type of negotiator do you believe you are ?
- Competition (win-lose)
- Collaboration (win-win)
- Compromise (split the difference)
- Accommodation (lose-win
- Avoidance (lose-lose)
Explain some typical negotiation skills.
- Preparation and collating supporting documentation
- Each party gets the chance to present their case in a calm forum
- Identify bargaining positions and make proposals
- Bargain on concessions and compensation to reach final proposal
- Agree and confirm the deal; confirm who does what
What do you understand as relevant negotiation techniques ?
Some of the most common are distributive negotiation, integrative negotiation, team negotiation, and multiparty negotiation.
How do you change your style of communication and negotiation when dealing with clients, contractors and colleagues?
I act professionally in every facet of my life, My style does not alter as such but I do not necessarily need to record conversations with colleagues in writing unless it is project specific and or has legal ramifications.
What would you consider before delivering a technical presentation to a client team?
- I have the facts
- I am able to answer questions
- I have sought advice and support for the limitations in my knowledge
What current challenges is Covid and/or Brexit bringing to Communication & Negotiation?
Cost of labour, cost of materials, timescales due to limited supply, unprecedent demand and lack of supply.
Using an example, explain what contractual terms you have negotiated.
I have negotiated submitted cost tender prices, start date and finish date, ability to claim for an extension of time. Expand…
How do you take minutes?
Make note of all attending participants, purpose of the meeting, address any business previously discussed and make notes of everything discussed in this meeting and if applicable, when the next meeting might be. These notes are then typed up and distributed accordingly.
How do you prepare for your meetings? / How do you manage meetings?
I review the previous meeting notes and also review any relevant documents such as drawings or specifications and emails so that I understand the purpose of this meeting. Consider any action points.
What are the types of negotiation ?
- Competition (win-lose)
- Collaboration (win-win)
- Compromise (split the difference)
- Accommodation (lose-win
- Avoidance (lose-lose)
How do you prepare for a negotiation?
Clients best and worst case scenario, review documents and meeting minutes and then try and understand what the other party is looking to achieve.
What do you do to ensure your clients understand the technical aspects of your report?
The RICS Home survey Standard (professional Statement) 2019 states that where possible technical jargon should be kept to a minimum unless not possible and it which case, I will clearly explain what the technical terms mean on a separate page so the client can refer to the meaning. I inform all my clients that I will make myself available to discuss the report further over the phone or face to face if there is still any confusion.
What methods did you use to show your client the design options?
I present the design options to clients via online platforms so that it provides them with an opportunity to be interactive with the design and make small changes in front of them whilst discussing the changes so that they can visualise how it will change.
When designs are agreed, I consider visiting site again with the drawing and mark out approximate locations on the ground so that they can better visualise the sizes.
What did you do that lead to a successful negotiation with the contractor?
Before I enter into negotiations, I speak with my client to determine what their best and worst case scenario is so that I have a goal to work towards. I will then review any project documentation, previous meeting minutes and emails so that I am prepared and ready to act in my clients best interest.
In an attempt to ease the discussion, I put a positive spin on it by focused on the parties interests to explore trade-offs.
How do you determine if costs are fair and reasonable?
I will review the BCIS, Spons and in house data to gauge an estimate of how much something is likely to cost. An alternative is to use recent similar projects as an example to give a good indication of the likely cost.
How do you take minutes?
Make note of all attending participants, purpose of the meeting, address any business previously discussed and make notes of everything discussed in this meeting and if applicable, when the next meeting might be. These notes are then typed up and distributed accordingly.
How do you prepare for your meetings? / How do you manage meetings?
I review the previous meeting notes and also review any relevant documents such as drawings or specifications and emails so that I understand the purpose of this meeting.
What makes a successful negotiator?
- A good memory.
- They are persuasive and quick-minded.
- They are able to gain the trust of the other party.
- They are good at handling stress.
- They are efficient at preparing information.
- They have the ability to listen effectively.
- They have good intuition and are able to gauge the other party’s approach and opinion.
- They are able to concede or to be flexible if necessary.
What do you think about email communication?
- They have the same legal value than a letter and contracts can be inadeptly created by e mail.
- We must therefore be very careful to the content and form of e mail communication. There tends to be lax as they are perceived as informal.
- Always communicate in a professional manner even if other parties don’t.
- Make sure that you select the correct recipient and do not show others’ e mail addresses without their consent.
Give us an example when you had to handle difficult negotiations ?
During the rectification period of Project ‘X’ I uncovered poor workmanship and had to negotiate a solution.
Give me an example of your oral communication skills.
- I have been responsible for giving a number of presentations
- I have held site meetings with the contractor to discuss various issues & presenting monthly reports within the meeting.
- I also use my oral communication skills when dealing with day to day issues.
How would you prepare for a negotiation?
- Understand why the negotiation was taking place
- Clarify the impact e.g. the importance of the relationship vs the outcome
- Define what is negotiable and what is not
- Define a win-win and fall back positions.
- Understand or estimate the other parities win-win and fall back positions
- Identify areas of common ground
- Prepare evidence and rationale to support my case.
What is a a win-win situation?
When the agreement reached cannot be improved further by any discussions. Outcome cannot be improved for your benefit, and similarly, the agreement for the other party cannot be improved further for their benefit either. There is no value left on the table and all creative options have been thoroughly explored and exploited.
How would you conduct a negotiation?
- Rehearse my opening ask the opening question to control negotiation
- Convey confident, congruent communication
- Match body language and terms used, maintain eye contact
- Manage expectations
- Trade at low value, do not give a concession without trading it with reluctance
- Be respectful but persistent
- Assess offers on the spot and be courteous.
- Questioning. Ask open and closed questions to exert control.
What are the tools of a negotiator?
- Position power
- Expertise or knowledge
- Charisma
- Having alternative solutions prepared
- Using past events as a precedence
What is a project dashboard?
A one-page, high level summary report issued weekly or fortnightly that details key issues using a red, amber and green traffic light system.
Programme.Cost (including changes).Quality.Risks.Actions required. Future events (short term).
What Stages of a construction project might involve negotiations?
- Tendering and procurement
- Agreeing Variations
- Agreeing Final Accounts
- Extensions Of Time. Payment Terms
- Loss and Expense
- Basically anything that will make an adjustment to the contract sum.