Communication and negotiation

Question 1

How have you kept a Client informed during a

project?

Answer 1

• Regular progress meetings with meeting minutes
issued.
• Site visit progress reports.
• Cost updates after each Valuation or Contract
• Instruction (Change).
• CC client into important email correspondence.
• Regular phone calls where required.
• Call back clients on the same working day.
• Being Consistent.

Question 2

What do you consider to be an example of good communication? How do you ensure that the frequency of communication is acceptable?

Answer 2

An example of good communication is telephoning
someone to discuss an issue where information may get lost in translation of an email.

To ensure the frequency of communication is suitable I
typically discuss communication methods with a client early on to understand their preferences.

However, I also consider what is being communicated and what frequency it suits e.g. is it something I want to ensure the client receives immediately and would be best updated verbally (phone) or is it something that is trivial and for information, which could be issued by email.

Question 3

What are the different ways you can communicate with clients?

Answer 3

Verbal - Tone of voice, Confidence, Clarity / Clearly
delivered & Empathy.
- Phone calls, voicemail, call back times

Non-verbal - Open body language, eye contact, facial
expressions & hand gestures.

Visual Communication - Technical drawings, sketches, photographs, 3D models & mood boards.

Written - Reports, Meeting minutes, Advice, letters,
emails, contract instructions, final account
statements.

I prefer to use written communication when it is a formal response to something and need there to be a record of the communication.

Question 4

What two types of negotiation?

Answer 4

Distributive negotiation;
- The parties are only looking for their individual gain. It
leads to a win-lose outcome.
- Usually carried out as a one-time transaction, not
keeping in mind any kind of long term relationship.
- More adversarial.

Integrative negotiation;
- The negotiators look for common ground and try to
ensure value for both sides, leading to a win-win
outcome.
- They take a collaborative approach and keep in mind
longer term relationships.

Question 5

Why is negotiation important?

Answer 5

• Helps avoid conflict.

* It can build relationships despite differences.

Question 6

What would be a good way to facilitate negotiations in

your role? Why do you consider that discussing matters in person might be effective?

Answer 6

Face to face meetings I find are the most appropriate way to facilitate negotiation:
• Can get a better sense for the other people’s position
(facial, body language etc.).
• Harder for the other person to delay / avoid.
• People are a lot more accommodating face to face,
whereas on an email they can be more competitive.

Question 7

What skills does an effective negotiator require?

Answer 7

• Active listening.
• Asking good questions.
• Communication skills.
• Decision making ability.
• Emotional control.
• Interpersonal skills.
• Problem solving.
• Smart trade-off development.
• Collaboration.