Communication and Negotiation Flashcards
Define communication
The exchanging of information through speaking, writing or some other medium
What are the different ways you communicate with your team?
Oral Communication (phone calls, reporting, and presentations) Written Communication (letters, written reports, tender / contract documents)
What are the advantages of written communication?
Complex information can be communicated with drawings / diagrams
Creates a record of communication
Good way to formalise verbal agreements
Information can be circulated to multiple parties quickly
What are the disadvantages of written communication?
Unclear if the recipient has received the message
Language / tone cannot be easily expressed
More difficult to ask questions for clarification
Examples of good written communication
The message is short, clear and easy to read / understand
Well structured
Use of charts / diagrams to enhance meaning
If you chair a meeting, how do you make it effective?
Set an agenda and keep the meeting on track
Prepare in advance
Be punctual, take minutes
Give everyone the opportunity to contribute
What is the difference between effective and efficient communication?
Efficient - clear and concise
Effective - there is a purpose, produce the intended result
What are barriers to communication?
Difference between verbal / nonverbal - body language doesn’t match words
Individual perception
Language differences
Explain what is meant by body language and give examples
Non-verbal communication that can often have hidden messages
The body does the talking (e.g. crossed arms shows being defensive / reluctant)
Name the type of body language and briefly explain?
Passive - defeated, over-apologetic, understanding, no eye contact
Assertive - Relaxed and balanced, firm but friendly, maintaining a comfortable distance
Aggressive - Tense, invading space, loud, clenched fists
What is negotiation?
Discussions to reach a compromise or agreement. Parties though an informal or facilitated negotiation process are to settle the dispute either at a high level or in detail.
What could indicate the success of a negotiation on a final account?
Both parties come away happy, costs agreed and within the clients budget
What key things do you need to think about before entering a big negotiation?
- What are you and your clients red lines
- To what levels are you authorised to negotiate
- Have you done your research
- What is the character of the person you will be negotiating with?
- What do you want the outcome to be?
- Do you have a structure to the negotiation?
What is your negotiating style?
Aim to be collaborative and endeavour to find a solution
When faced with a challenging negotiation, how do you conduct yourself in a fair and professional manner?
- stay object and enter the negotiation with the aim to find a resolution
- carry out work ethically
- respectful of other side and understand their position