Client Care / Communication & Negotiation

Question 1

Provide an example of when you have shown good client care?

Answer 1

Sorted out inefficient refuse collection at Imperial Studios

Allowed early access to a vacant unit via a tenancy at will to avoid a customer paying for self-storage

Question 2

What is the guidance set out in RICS Complaints Handling, 2016?

Answer 2

• Firm’s written complaint handing procedure (CHP) must be approved by RICS
• Notify your PI insurer as soon as possible if there is a complaint as this could lead to a claim for negligence
• Details of the CHP should be issued to a client at the same time as Terms of Business
• Complaints log must be maintained to show the details, progress and outcome of any complaints
• Firms must include an RICS approved Alternative Dispute Resolution (ADR) mechanism in the Complaints Handling Procedure

Question 3

When you first receive a complaint, how should it be dealt with?

Answer 3

Aim to deal with the complaint in house initially.

Ask for the complaint to be made in writing.

Issue details of the CHP to the complainant.

Share the details of the Complaints Handling Officer with the complainant, as the person who should be contacted in the first instance.

Question 4

If a complainant is unhappy with how the complaint has been dealt with in house, what should be done?

Answer 4

Use an independent redress scheme chosen by the firm

Name of the redress mechanism must be provided to the complainant e.g. Centre for Effective Dispute Resolution (CEDR), Property Redress Scheme and RICS Dispute Resolution Service

Question 5

What are the principles of client care?

Answer 5

Ensuing communication is regular, open and transparent

Question 6

Why does you firm have PI insurance

Answer 6

It is one of the Rules of Conduct for Firms, 2007 (as amended 2017)

To protect surveyors, clients and third parties against negligence claims where there is a duty of care breached and a claim for damages arises

Question 7

What is Negligence?

Answer 7

If the work is not carried out to the required standards of reasonable duty of care and skill, this will constitute a breach of contract.

Question 8

When will the RICS become involved with a complaint?

Answer 8

If a member fails to respond to the complainant or prevents the party gaining access to an independent redress scheme

Question 9

What are the PI requirements / thresholds?

Answer 9

Firm’s turnover in the preceding year determines the minimum level of indemnity required for every claim:

£100,000 or less => £250,000
£101,000 - £200,000 => £500,000
£201,000 and above => £1,000,000

Question 10

What is ZOPA?

Answer 10

Zone of Possible Agreement.

The possible agreement zone represents the overlap between what the seller and buyer are willing to accept. Each will have a best-case and a worst-case outcome from the negotiation.

Question 11

What is BATNA?

Answer 11

Best Alternative to a Negotiated Agreement.

Sometimes the zone for potential agreement gets so small that the seller and buyer cannot reach an agreement. Prioritising which elements to the negotiation are more important for each party

Question 12

Key skills for effective team-working?

Answer 12

Listening – to other people’s ideas

Discussing – team members to ask questions and interact

Persuading – individuals to consider their positions

Respect – treating team maters with respect and support their ideas

Helping – to encourage team work

Sharing – information to create a positive team environment

Participating – ensuring all team members get involved

Communication – have effective communication skills to allow team members to work together
Reflection and identifying strengths and weaknesses

Question 13

Explain how different forms of communication can be more suitable than others, in different situations.

Answer 13

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 if the other party is particularly confrontational a phone call may be a better option to protect and safeguard the surveyor.

Question 14

How would you prepare for a negotiation?

Answer 14

Agree your client’s objectives and negotiating strategy before starting the negotiations

Detailed research and preparation

Deciding what points you can concede on and which are non-negotiable

Understand the other party’s position

Develop a partnership/collaborative approach, rather than an adversarial approach

Walk away when you need to

Question 15

What makes effective communication?

Answer 15

CCCC

Clear
Concise
Complete
Courteous