Client Care, Communication & Negotiation,

Question 1

What are your responsibilities to external clients?

Answer 1

1. Providing a good quality and diligent service
2. Clear communication and transparency
3. Confidentiality and integrity

Question 2

How do you adapt your communication style to suit a variety of scenarios?

Answer 2

Cannot adopt same approach (offend/misunderstand)
- Technical / specific with lawyers
- Empathetic with community groups
- Collaborative / direct with consultants (when required)

Question 3

What if your client requested a more ‘hands on’ approach

Answer 3

• I would understand how involved they wanted to be
• Would ensure that more involvement would not impact my ability to provide a good quality and diligent service

Question 4

What are ‘appropriate intervals’

Answer 4

I would agree this in the TOEs

Depends on the project, though weekly is a good plae to start (high level report)

Question 5

How do you negotiate ethically?

RICS firm

Answer 5

• Avoid price fixing
• Fees should be market based and agreed on ad hoc basis
• Must be completely transparent with client to ensure service offering and fee understood
• Healthy competition encouraged; aggressive cutting not allowed

Question 6

How do you negotiate ethically?

Ballymore/client side

Answer 6

• No significant reduction in scope – only if ‘justifiable’
• Being fair and reasonable