APC Communication and Negotiation Level 2 Flashcards
What are the main forms of communication?
- Verbal Communication - The spoken word
- Non Verbal communication - Facial expressions, gestures, posture, tone of voice.
- Written Communication - The use of the written word
- Visual Communication - Drawing, graphic design, illustration, industrial design, advertising, animation, colour, and electronic resources.
What is good etiquette for written communication?
- Use separate lines as subjects change.
- Use a professional easy to read font.
- Set a professional tone.
- Proof read before you send it.
What are the common forms of report?
- Formal
- Informal
- Progress Report
- Annual Report
- Expense Report
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.
How would you structure and deliver a presentation?
- I would have a logical structure.
- Introduce myself.
- Inform the audience what you will be presenting.
- Tell them the main body of the talk.
- Conclude what you have said with a summary of what you told them.
- Allow questions.
How would you prepare for a negotiation?
- Check Whether You’re In A Negotiating Situation.
- Clarify Your objectives with your side.
- Clarify my fall back or Best Alternative to Negotiated Agreement (BATNA) :
- Decide on must have outcomes
- Decide on nice to have outcomes
- Prepare evidence to support your case.
- Mentally prepare.
How would you conduct a negotiation?
- Rehearse my opening – ask the opening question to control negotiation.
- Convey confident consistent communication – match body language and terms used, maintain eye contact.
- Manage expectations - 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 prepares.
- Using past events as a precedence.
What Stages of a construction project might involve negotiations?
- Tendering and procurement.
- Agreeing Variations.
- Agreeing Final Accounts.
- Payment Terms.
- Loss and Expense.
- Basically anything that will make an adjustment to the contract sum.
What are the stages of a negotiation process?
- Preparation
- Opening/exchange
- Bargaining
- Closure/commitment
Do you know of any theory 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 that you are successful in a negotiation?
Preparation;
I will always review my arguments, produce and provide back-up information for each point. This allows me to negotiate my points confidently.
How should you record an agreement at the end of negotiating?
- Either get both parties to sign the agreement.
* Or produce a written confirmation, i.e. via email of the agreements made.
Can you give an example of when you have been involved with a negotiation?
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How did you prepare for these negotiations you have been involved in?
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