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Communication and negotiation > cards > Flashcards

cards Flashcards

1
Q

What forms of communication are there?

A

Verbal
Non-verbal
Written
Presentation
Listening

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2
Q

What communication channels have I used?

A

-Emails
- Phone calls
- Face to face meetings
- Virtual meetings
- Presentations

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3
Q

What are barriers to effective communication?

A

Language
Technical Language Barriers
Bias
Interruptions
Time zones

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4
Q

What are advantages of written coms?

A

Efficient way to convey complex advice
Clear audit trail
Can reach a wide range of recipients

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4
Q

What are the most effective communication channels?

A

Emails and phone calls
- However I understand their drawbacks
- I always follow up phone calls with emails to ensure a written trail

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4
Q

What are the cons of written coms?

A

Hard to know if someone has received email
## Cant tell tone/body language

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5
Q

What presentation skills do you use?

A

Clear communication
Eye contact
Visual aids

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6
Q

How do I communicate effectively when writing?

A

Keep things clear and concise
Use language which is easy to understand
Include conclusions/illustrations when necessary

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7
Q

What is the importance of good communication?

A

Convey info across parties
Reduce misunderstanding
Allow efficient management

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8
Q

What is body language?

A

Non-verbal communication conveyed by the body

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9
Q

Provide an example of a tenant meeting?

A

Horizon House, Epsom - Refurbishment
- Weekly meetings with tenants to update on timescales, day-day issues, schedule etc
- Meant tenants fully informed and day-to-day activities were not impacted. Project ran smoothly

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10
Q

How would you inform a client of bad news?

A

Straight away over the phone to deliver the news.
- I would then arrange a meeting to discuss in detail, preparing all info and explaining the issue in detail

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11
Q

When have I tailored my communication style?

A

Talking through refurb works with a client. They were unaware of what RAMS where, so I explained in a clear, simple manner and covered any questions they had

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12
Q

How are my service charges provided to clients?

A

3 months before start date - meet KPI and SC code
Draft budget provided with recommendations for breakdown
Phone virtual meeting set up to run through draft, before finalising budget

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13
Q

What is a benefit of formally documenting meetings?

A

Can be easily referred to and ensures matters discussed are actioned

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14
Q

What are meeting minutes?

A

Official record of decisions made, who attended and dates, plans for next meeting

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15
Q

What is an example of a written report you have provided to a client?

A

Licence to Assign
- Clear and concise with recommendation
- SPlit into key sections
+ Key lease terms
+ Detail of application
+ Overall recommendation
- Provide clear recommendation and conclusion
- Use language client can understand

16
Q

What is negotiation?

A

Discussion between 2 or more parties, aimed at resolving an issue or reaching an agreement on a matter

17
Q
A
18
Q

What are key negotiation skills?

A

Research and preparation
What is and isn’t negotiable
Attitude
Flexibility
Having fall back

19
Q

How would you maintain professionalism when conducting a negotiation?

A

Treat others with respect
Be objective
Carry out negotiation ethically and to the required standards

19
Q

What do you consider when entering a negotiation?

A

What is negotiable and non-negotiable
Gather info and facts
Consider character of other party
Define outcomes
Plan structure of negotiation

20
Q

What is my negotiation style?

A

Depends on desired outcome, but I aim to be collaborative and find a solution that works for all parties

21
Q

What happens during a negotiation?

A

Parties set out their case and what they would like to achieve

22
Q

How would you ensure frequency of communication is acceptable?

A

Aim to respond in 24 hours
- If complex task, I send an email confirming receipt

23
Q

What are barriers to negotiation?

A

Lack of trust
Lack of information
Cultural differences
Communication issues

24
Q

What are types of negotiation?

A

Hard - goal of victory (adversarial)
Soft - goal of agreement (non-confrontational)
Principled - goal of problem solving

25
Q

How do you conduct yourself in a negotiation?

A

Calm, accommodating, cooperative, positive attitude

25
Q

What are win-win and win-lose negotiations?

A

Win - concludes with mutually beneficial outcome
Lose - one party wins and other loses

26
Q

What are the 5 negotiation styles?

A

1) Avoiding - delay negotiation
2) Dominant - outcome over relationship
3) Accommodating - relationship over outcome
4) Collaborative - mutual success
5) Compromising - will to accept winners and losers

27
Q

What happens if you cant reach an agreement through negotiation?

A

Dispute resolution
Ideally mediation/conciliation to begin with

28
Q

How do you conclude a negotiation?

A

Conclude conversations
Ensure minor details are agreed
Ensure parties happy/agreed
Follow up with written confirmation of outcomes

29
Q

What is a non-starter?

A

Offer with no chance of success - dangerous to negotiations and damage relationship

30
Q

What is an insult offer?

A

Offer with little justification or objective

30
Q

How do you distinguish between a successful and unsuccessful negotiation?

A

Success - good solution which satisfies all parties and doesn’t compromise relationship
Unsuccess - reasonable solution not met and relationship damaged

31
Q

Why is negotiation important?

A

Increase value for client
Increase income
Avoid ADR

32
Q

Why is discussing matters in person important?

A

Build trust and create better relationship
Increase collaboration and productivity
Quicker
Non-verbal understanding - body language

33
Q

When have you negotiated effectively?

A
34
Q

When have you communicated effectively?

A
35
Q

How do you ensure good communication?

A

Follow up meetings & phone calls with emails
Ensure i communicate clearly
Prepare ahead of meetings and bring visual aids

Communication and negotiation (1 decks)

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