Communication and Negotiation Flashcards
What do we mean by ‘communication’?
Exchanging information and ideas within an organisation is called workplace communication. However, effective communication occurs when a message is sent and received accurately.
Can you explain the various types of communication you used in your team and client meetings?
Verbal – meeting/ over the phone
Non- verbal – facial expressions
Written communications – Email, letter, fax
Visual – drawing, design, advertising etc.
When are the following communication techniques best-used: telephone call; email, or; formal document?
Verbal – building rapport with clients and avoid misunderstandings
Non-verbal communication - This everything else is your non-verbal communication and it includes: Body language, Tone of voice, Facial expressions, Eye contact. Useful in negotiation to show empathy or understanding
Formal communication/ written – follow up emails from meetings, when arranging inspections or providing a quote
How do you ensure that you are successful in a negotiation?
Preparation;
I will always review my arguments, produce and provide back-up information for each point. This allows me to negotiate my points confidently.
What are the tools of a negotiator?
- Maintain Confidence, Not Arrogance
- Prepare Your Variables
- Listen before you jump in, don’t interrupt
- Remain committed to offers
- Anticipate compromise
- Stick to your principles.
- Close with confirmation. At the close of any meeting (even if no final deal is struck) recap the points covered and any areas of agreement. Make sure everyone confirms. Follow-up with appropriate letters or emails. Do not leave behind loose ends.
What would you say is the most important element of communication?
What would you say is the most important element of communication?
What techniques have you learnt about?
Building rapport when negotiation is key if the individual you are negotiating with knows you stick to your word and you have knowledge of the area you are negotiating around they will have respect which is fundamental
How do you find virtual/video conferencing e.g. zoom or Teams? What are the pros and cons?
Cons - interruptions and internet connections issues, it requires coordination and planning unlike a casual conversation/ impromptu meeting.
Harder to develop work relationships at work
Pros - It is cheaper and more efficient than attending a physical meeting.
Do you know of any theory on negotiation?
The Thomas and Kilman approach:
To take a more people approach to disputes, with 5 types of responses:
1. Compete - whereby you pursue your own interests.
2. Accommodate - whereby you satisfy the other parties interests.
3. Avoid - whereby you try to avoid the conflict all together.
4. Collaborate - whereby you reach and agreement to satisfy both parties.
5. Compromise - whereby you reach a mutually agreeable solution for both parties
Please explain some negotiation techniques?
- Prepare
- Behave confidently even if you aren’t
- Remain focused on the purpose of the negotiation
- Patient at listening
- Be realistic
- Know where to compromise
- Communicate your points clearly to avoid confusion
How would you prepare for a negotiation?
- Clarify your objectives and ensure you know your boundaries
- Convey confident consistent communication – match body language and terms used, maintain eye contact
- What is your fall-back position
- Decide on must have outcomes
- Decide on nice to have outcomes
- Prepare clear evidence to support the case
- Understand your clients position
What current challenges is Covid-19 and/or Brexit bringing to Communication & Negotiation?
Face to face meetings are not taking place and sometimes having the casual time maybe over a drink with clients is when you gain a true understanding of their position
What are the stages of a negotiation process?
- Preparation
- Opening/exchange
- Bargaining
- Closure/commitment
What are the tools of a negotiator?
- Position power.
- Expertise or knowledge.
- Charisma.
- Having alternative solutions prepares.
- Using past events as a precedence.
How do you ensure that you are successful in a negotiation?
Preparation, knowing my bottom line and also review my arguments before hand and so can provide accurate backup information for each point
