Communication and Negotiation Flashcards
Please can you define what communication is?
The imparting or exchanging of information by speaking, writing, or using some other medium.
What are the different ways you communicate with your team?
(OR)
part of communication types id oral communication.
Give me examples”
Oral Communication:
- Phone calls
- Reporting at meetings
- Facilitating/chairing meetings
- Client presentations
- Staff presentations
- Contractor interviews
- Public speaking at seminars etc.
- Listening skills
Written/Graphical Communication:
- Letters, memos and emails
- Written reports
- Compiling tender and contract documents
- Programming
- Drawings and specifications.
(OR)
Please provide some advantages of written communication?
- Complex/Technical information can be communicated with drawings, diagrams, charts, etc.
- Creates a record of the communication.
- Good way to formalities verbal agreements.
- Information can be circulated to multiple parties, very quickly.
Please provide some disadvantages of written communication?
- It may be unclear if the recipient has received the message (letter lost in the post).
- Language/tone might not be familiar or acceptable to the recipient.
- It is much harder to ask questions and for someone to clarify the communication.
- You will not know if the recipient has understood the message.
Give examples of good written communication?
- The message is short and praise.
- Clear and easy to read/understand.
- Well-structured with intro, substance then conclusion.
- Use of charts/diagrams/pictures to enhance meaning.
- The recipient understands the message without ambiguity.
If you chair a meeting, how do you make it effective?
- Set an agenda and keep the meeting on track.
- Prepare for it in advance, have documents, information and visuals ready.
- Be punctual for the meeting.
- Take minutes.
- Give everyone the opportunity to speak and contribute.
- Understand body language.
What is the difference between effective and efficient communication?
- Efficient Communication - information presented in a clear and concise manner, reducing effort and waste.
- Effective Communication - to accomplish a purpose, producing the intended or expected result.
(OR)
Efficient Communication
Quick
Efficient communication is the ability to deliver a clear message in the shortest amount of time.
Efficient communication may or may not be effective.
Efficient communication is most likely to be effective if there is pre-established, mutual understanding between the message maker and the receiver.
What are the barriers to communication?
- Difference between verbal and non-verbal - you say something, but your body language does not give off the same signals.
- Individuals perceptions.
- Body language can distract people meaning they miss vital parts of what you are saying.
- Language or cultural differences.
- Different time zones or locations.
Explain what is meant by body language and give examples?
- Non-verbal communication that can often have hidden messages.
- It is usually the body doing the talking; for example, crossing your arms when talking can project a defensive or reluctant message.
Name the types 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 a Negotiation?
Discussions to reach a compromise or agreement. Parties through an informal facilitated negotiation process agree 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 client’s budget.
What key things do you need to think about before entering a negotiation?
- To what level I’m authorised to negotiate (for example, up to 250k)
- My (and my client’s) red lines.
- Do I have sufficient facts and information.
- The character of the person I’m negotiating with.
- What I want the outcome to be.
- Areas where I’m willing to compromise.
- The structure of the negotiation.
What is your negotiating style?
It largely depends on the situation, if there is a strong case for the client then I would aim to get the best deal; however, I aim to be collaborative and endeavour to find a resolution.
When faced with a challenging negotiation, how do you conduct yourself in a fair and professional manner?
- I always stay objective and enter the negotiation with the mindset of finding a resolution.
- I carry out my work ethically and to the required standards.
- I am always respectful the other side and endeavour to understand their position.
Give an example of when you successfully negotiated?
- I Successfully negotiated the final account on xxxxx. I did this by assessing my position on the account and issuing comments to the contractor in the first instance.
- This formed the basis of discussions with the contractor, both presented our commercial position (in a meeting) and agreed to settle at a certain figure that was palatable to both parties.
- I formed a good working relationship with the contractor throughout the project, we were able to communicate clearly and respectfully with each other which aided the success of the negotiation.
What are the main barriers in negotiation?
- Lack of trust.
- Information vacuums.
- Cultural differences.
- Lack of emotional intelligence.
- Communication Problems.
What is a ‘without prejudice’ offer?
In general, a party’s admission to something can be used against them in court. The without prejudice (WP) rule means that statements which are made in a genuine attempt to settle a dispute cannot be used in court as evidence of admissions against the party that made them.
How do you prepare a report after a meeting concluded?
”- List key information.
- Write down every details.
- Include your meeting agenda
- Use reader -friendly language.
- Write objectively.
- Detail all action items.
- Keep your reports and minutes.”
How do you establish communications with Client Team?
“Effective communication is important to keep the parties/stakeholders informed of developments.
1. Need to have a communication stratergy, which will determine: communication line and relationship; frequency at which the message will be transmitted (daily,weekly,monthly,etc); the format in which the message will be communicated; and how responses are received and action; and considering various communication methods such as email, phone call, etc
- Need to have communication plan: “” who, what, when and how “” of communication process, the paln should be concise / simple.
- Type of information being communicated.
- Objective of the communication.”
What needs to happen in the negotiation process ?
“• Plan
– Keep objectives in mind
• Act
• Review
– What did you do well?
– What do you wish you had done differently?
– What helped/hindered?
– How did you feel about ‘you’?
– How did you feel about the other person?”
What makes a skilled negotiator?
“Use of face-to-face behaviours, attitudes, tactics, techniques and strategies when negotiating.
• To be successful one must:
– Be rated as effective by both sides;
– Have a track record of significant success; and
– Have a low incidence of implementation failure.”
Outcomes of a negotiation ?
“Win–win
• Meets needs of both parties;
• Decision is not unacceptable to anyone;
• Requires two-way communication;
• Emphasis is on flexible approach;
• Concentrates on objectives; and
• Long-term relationship is maintained.
Win–lose
• Creates ‘us and them’ between both parties;
• Individual’s energies are directed towards victory;
• Own point of view only;
• Strong emphasis on immediate solutions;
• Too many personalised conflicts; and
• Long-term relationship is forgotten.
Lose–lose
• Objectives of either party are not achieved;
• Disillusionment with the negotiating process;
• Frustration;
• Loss of respect/trust from followers;
• Long-term relationships soured; and
• No solutions generated.”
Four stages of a negotiation ?
“1 Preparation
– Assess objectives;
– Consider alternatives;
– Which are fixed and which are variable?
• Planning
– Plan the sequence;
– Raise less contentious issues first;
– Assess other party’s objectives;
– Identify common ground;
– Anticipate responses; and
– Prepare answers.
2 Discuss
– Set the scene; and
– Develop rapport.
• Introduction
– Be sociable, remove tension;
– Confirm broad objectives for both parties; and
– Listen carefully for the unexpected.
• Background
– Review proceedings leading up to the meeting; and
– Iron out any differences in ‘facts’.
3 Propose
• Define the Issues
– Specify in detail what you wish to resolve;
– Don’t box in the other party;
– Don’t appear weak; use positive language;
– Link issues to other parties’ objectives; and
– Give factual information to support proposal.
4 Bargain
• Negotiate the issue
– Start by asking for what you want;
– Accept that goals may have to be modified;
– Link compromises to other objectives; and
– Don’t make concessions – if … then … .
• Summarise
– Confirm understanding by summarising points.
• Settlement
– Agree on what you have agreed; and
– Make sure it is fully understood by both parties.”
