Communication and Negotiation Flashcards

1
Q

Define communication

A

The exchanging of information through speaking, writing or some other medium

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2
Q

What are the different ways you communicate with your team?

A
Oral Communication (phone calls, reporting, and presentations)
Written Communication (letters, written reports, tender / contract documents)
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3
Q

What are the advantages of written communication?

A

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

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4
Q

What are the disadvantages of written communication?

A

Unclear if the recipient has received the message
Language / tone cannot be easily expressed
More difficult to ask questions for clarification

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5
Q

Examples of good written communication

A

The message is short, clear and easy to read / understand
Well structured
Use of charts / diagrams to enhance meaning

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6
Q

If you chair a meeting, how do you make it effective?

A

Set an agenda and keep the meeting on track
Prepare in advance
Be punctual, take minutes
Give everyone the opportunity to contribute

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7
Q

What is the difference between effective and efficient communication?

A

Efficient - clear and concise

Effective - there is a purpose, produce the intended result

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8
Q

What are barriers to communication?

A

Difference between verbal / nonverbal - body language doesn’t match words
Individual perception
Language differences

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9
Q

Explain what is meant by body language and give examples

A

Non-verbal communication that can often have hidden messages

The body does the talking (e.g. crossed arms shows being defensive / reluctant)

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10
Q

Name the type of body language and briefly explain?

A

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

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11
Q

What is negotiation?

A

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.

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12
Q

What could indicate the success of a negotiation on a final account?

A

Both parties come away happy, costs agreed and within the clients budget

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13
Q

What key things do you need to think about before entering a big negotiation?

A
  • 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?
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14
Q

What is your negotiating style?

A

Aim to be collaborative and endeavour to find a solution

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15
Q

When faced with a challenging negotiation, how do you conduct yourself in a fair and professional manner?

A
  • 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
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16
Q

What are the main barriers in negotiation?

A
  • Lack of trust
  • Information vacuum
  • Communication issues