Client Care & Comm and Negotiation Flashcards
What types of information are included in a client’s brief?
Objectives, scope, budget, timeline, client requirements, site info, constraints, stakeholders
This information is crucial for understanding the project’s context and requirements.
What must be defined within the scope of services?
Limits of competence and PI insurance, qualifications, experience, suitable cover
Ensuring that services are within the provider’s capability is essential for risk management.
How can fees be established?
Hourly, fixed fee, percentage, retainer, frameworks, disbursements
Different fee structures can impact project budgeting and financial management.
What are standard forms of appointment used in projects?
JCT, NEC, RICS
These forms help ensure fairness and reduce time in negotiations.
What mechanisms are typically included in an appointment document?
Scope, time, fee, liability, termination, dispute resolution, variations
These elements define the operational framework of the project.
What insurance requirements are specified by legal and RICS standards?
Prof Indemnity Insurance (negligence or errors), Public Liability (to third parties), Employers Liability (for staff), RICS (min levels)
Insurance protects against various risks associated with project execution.
How are stakeholders identified in a project?
Stakeholder mapping, RACI
Understanding stakeholder roles is essential for effective project management.
What is a formal communication system in project management?
Communication plan
A communication plan outlines how information will be shared among stakeholders.
What are the complaints handling procedures as per Gleeds?
As per Gleeds and RICS requirements
Effective complaints handling is vital for maintaining client and stakeholder relationships.
What are Key Performance Indicators (KPIs) in project management?
Time, cost, quality of work
KPIs are used to measure the success and efficiency of a project.
What are the key elements of client’s care?
- Identify clients
- Understand different types of clients
- RICS code of conduct
- Complaints procedure
- Client feedback.
- Manage client accounts
What mechanisms of client care are you aware of?
- Client feedback forms.
- Peer reviews.
- Review of KPIs.
- Quality Assurance procedures.
- Complaints handling procedures
Why is client care important?
- To retain existing clients
- Strong reputation within the industry
How did you manage your Clients’ expectations?
- Being open & honest at all times; with issues, risks, budget, programme.
How do you assist the client with making decisions?
- Consider all options available – use consultants / specialists to assist.
- Analyse each option – pros & cons in achieving Client’s objectives
- Make recommendation – justify reasoning for acceptance & rejection of each.
If a client gave you money to look after for a project, what would you do?
- Open a separate designated bank account with the word ‘Client’ in its title
- Advise the client and they must agree to the account handling terms in writing
- Ensure monies are available to the client on demand
- Interest is to be paid to the client unless otherwise agreed
- Signatories agreed, only authorised staff allowed and at least two required
- A bank reconciliation must be undertaken at regular intervals
- Firm is audited by RICS’ appointed accountants; annual fee for monitoring
- If it is to pay myself or others, agree a drawdown of monies against services
For added protection, the RICS provides a free ‘Clients’ Money Protection Scheme’ to Clients of firms that are regulated by the RICS. This protects Clients in the unlikely event that money to a maximum of £50k is mishandled.
How would you prepare for and act in a negotiation?
- Clarify the type of negotiation: importance of relationship vs importance of outcome.
- Information Gathering
- Deal Position: define what I would give up as a compromise, estimate what the other party wants from it
- Organise my compelling arguments
- Control the negotiation
- Convey confident, congruent communication
- Manage expectations and trade low value items.
- Be respectful but persistent
- Achieve Position.
How would define a successful negotiation?
If the relationship is important: both parties come away happy with the outcome (win/win).
If the outcome is important: that as a minimum my ‘deal’ position was obtained (win/lose).
What different styles can you adopt when negotiating?
- Competitive (win / lose)
- Collaborative (win / win)
- Accommodating (lose to win)
- Avoidance
