APC Mandatory - Communication and negotiation Flashcards
Communication and negotiation
What do you consider to be an example of good communication?
Communicating with the client before and after a survey is an example of good communication.
How do you ensure that the frequency of communication is acceptable?
I speak to each client atleast 2 times aswell as additional emails.
What are the different ways you can communicate with clients?
Email, face to face, telephone, video call, letters
When would you choose to use written communication over verbal communication or a face to face meeting?
When sending out/agreeing terms.
What barriers to effective communication have you come across?
Jargon. Language. Not listening. Cultural differences
Tell me about your negotiating style.
Compromise attempt to reach a mutual agreeable solution for both parties.
Why is negotiation important?
Helps you build better relationships
What is principled negotiation?
Principled negotiation involves drawing on objective criteria to settle differences of opinion.
What can be a barrier to negotiating effectively?
Negativity.
What would be a good way to facilitate negotiations in your role?
Via meetings or video calls.
Why do you consider that discussing matters in person might be effective?
It allows you to read the body language of the other people.
What are the alternatives to this?
Video call, telephone, email
Why can these alternatives present challenges?
They can be easily ignored and you can’t read body language.
Tell me about how you communicate effectively (and responsibly) using social media.
Acting in accordance with RICS guidance and remaining a high standard of professionalism.
What do RICS set out as best practice for the use of social media?
The standards expected of members do not change because they are communicating through social media rather than face-to-face or other traditional media
What RICS guidance is this best practice set out within?
Rules of Conduct.
How do you use visual media to communicate with clients, e.g. before & after photographs?
Appendix, photographic schedules and drone survey footage.
Tell me about how you conduct yourself in negotiations.
Rehearse opening. Convey confident, coherent communication (good body language, eye contact etc). Manage expectations. Be respectful but persistent. Questioning.
Tell me about how you ensure good communication.
I ensure good communication by always including the relevant parties and ensuring regular communication.
Tell me about an example of when you have negotiated effectively.
Following a report, the client wanted me to oversee the repairs for the roof. I agreed a scope of work, fee and schedule of work which was used to manage the repairs.
Tell me about an example of when you have communicated effectively.
I always ensure I speak to clients before and after the survey this ensures effective communication.
Give me an example of when you have communicated using a complex written report.
I have invited clients into the office for larger or complex building surveys. Allowing more detailed feedback looking through the report and photos.
Drill Hall Lane how did you communicate effectively with the first time buyer client?
I ensured I spoke to the client before and after the report in a user friendly manner avoiding using technical jargon.
Skipton Old Road how did you negotiate the fee and specification? How did you formalise agreement?
I negotiated the fee of similar jobs which I have done in the past. I tendered out the project to 3
