Communication and Negotiation

Question 1

What is Communication?

Answer 1

The Importing or exchanging of information by speaking, writing or using some other medium

Question 2

What are the 3 things that communication requires?

Answer 2

Communication
Method
Recipient

Question 3

What are the Two Ways of Communication

Answer 3

One Way situation - No immediate feedback is received e.g letter

Two Way situation - immediate feedback is received e.g verbal communication

Question 4

What are the Key Conisderations when communicating?

Answer 4

1. Who is your audience
2. Time Limits
3. Do you need to record your communication in writing
4. History of Communication with party
5. Most appropriate method of communicating
6. What is your intended message

Question 5

What does INEFECTIVE COMMUNICATION lead to?

Answer 5

• Time delays
• Frustration
• Stress
• Added Cost

Question 6

What are the different ways you can communicate with clients?

Answer 6

Written - letters, emails, social media
Graphic - Photos, Plans
Verbally - Phone, in person
Non-Verbally - Body Language , appearance and eye contact

Question 7

What do you consider to be an example of a good communication?

Answer 7

• good listening skills
• clear and concise
• uses body language
• positive and patient
• is respectful

Question 8

How do you ensure that frequency of communication is acceptable?

Answer 8

I understand that some clients require more communication than others - for example those clients whos properties are on the market.
To ensure the correct amount of communcation is taking place this will depend on the nature of work. I will have inital conversations with clients to help establish how much communication and interaction is required.
I will also ensure i understand their perfered communication method

Question 9

When would you chose to use written communication over Verbal communication?

Answer 9

In legal matters - written communication allows you to document everything for evidence later

• more time may be required in putting a fully and concise response together
• written communication - strengthens and clarifies the message
• More reliable

Question 10

What barriers effecting communication have you come across?

Answer 10

Verbal barries - language barrier and inviduals tone of voice
Technical Language - in leases
Physical Barriers - during covid 19 it became very difficult to meet with client and walk land
Recipient is not interested - National Gird
signal
Wrong emails / phone numbers

Question 11

In what guidance document do the RICS Set out best practice for the use of Social Media?

Answer 11

Use of social media: guidance for RICS members version 1 with effect from 30th June 2021

Question 12

Why is social media an effective way of communicating?

Answer 12

allows businesses to
- Advertise and promote professional services
- Provide reviews of services
- Legitimately warning others about fallen services - eg closure of the office due to Covid/Queens death

Question 13

What do RICS set out as best practice for the use of social media

Answer 13

The standards expected of Members DO NOT CHANGE because they are communicating through social media rather that face to face.

Question 14

How do you use visual media to communicate with clients?

Answer 14

in many ways
Land plans - when drawing farm plans
Arieal views - to show clients the type of land e.g rougher pasture
Valuation Photography - used when describing buildings
Compensation Claims - pre and post works photos to rely on for the claim

Question 15

Tell me about how you ensure good communication

Answer 15

I always make sure i
- Comunicate clearly and in plain language that is free from jargon

• I tailor the message accordingly to my audience - for example i explain things a lot more clearly to some clients who do not have the technical knowledge
• i understand my clients preferred method of communication - and explore different methods of communication to understand what is best for that client
• if in person i use positive body language and direct eye contact
• Regardless of how i communicate i maintain records of all my communication
• confirm any key points in writting
• i listen to everything my clients have to say
• i am patient

Question 16

Tell me about an example of when you have communicated effectively?

Answer 16

EXAMPLE - HAROLDSTON COTTAGE

use of written / verbal and graphic

i used good listening skills

I Identifed the individuals prefered communication method

Responsed clearly and in a timely manner

Question 17

Give me an Example of when you have communicated using a complex written report?

Answer 17

EXAMPLE - CASTLE HILL ESTATE RENT REVIEWS

explain what i was required to do
- i set out what we did on the inital visit
- i set out the characteristics of all the holdings i visited
- produced land and building plans of each parcel
- created tables - outlining the values for each element of the holding
- comparison of rents table for the client to visually see

Question 18

What is Negotiation?

Answer 18

A strategic discussion that resolves an issue in a way that both parties find acceptable

Question 19

How does Negotiation Work?

Answer 19

Negotiation involves two or more parties - who come together to reach some end goal through COMPROMISE OR RESOLUTION that is agreeable to all those invovled.

One party will put its position forward
While the other will either accept the conditions presented or counter with its own position

Question 20

What are the different styles of Negotiation?

Answer 20

5 main styles

1. Competitive
2. collaborative
3. compromise
4. Avoidance
5. Accomodating

Question 21

Tell me about your negotiating Style?

Answer 21

I would say that i am a Collaborative negotiator.
When undertaking negotiation work i am OPEN and HONEST
I understand the concerns and interests of the other party
and i like to try and find solutions to ensure both parties are satisfied as i am trying to do what’s best for my client but need to maintain good relationships with eg national grid and welsh water

Question 22

Why is Negotiation Important?

Answer 22

Negotiation is important in all aspects of life.
It is important for
- Long term success
- important for dealing with clients - negotiation skills are integral if you wish to effectivly work with clientds and build better client relationships
- Problem Solving
- Successful negotiation helps build reputation
- Builds Confidence

Question 23

What is principled Negotiation?

Answer 23

is an interest-based approach to negotiation that focusses on primarily on CONFLICT MANAGAMENT AND CONFLIT RESOLUTION

Question 24

What can be a barrier to negotiate effectively?

Answer 24

many barriers can effect effective negotiation
1. Negative outlook towards the negotiation
2. Winning attitude
3. Emotional Control
4. Lack of Empathy
5. Wrong Focus
6. Blaming Others

Question 25

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

Answer 25

1. DEMONSTRATES IMPORTANCE - in person discussions are the most effective way to make sure your information gets thorough to the individual. shows the individual they are important to you and shows the issue you are discussing is worth your time and theirs.

2.INTERPERATE THOUGHTS AND FEELINGS: - you can see and respond to peoples reactions - facial expressions, body language and tone of voice. You can clarify points immediately if you see that they are confused.

3. ENHANCES CREDABILIYT AND TRUST - allows people to answer your questions honestly
4. BUILDS RELATIONSHIPS - you arent just an individual behind a computer screen, allows you to get to know your client and connect with the audience.

Question 26

What would be a good Way to facilitate negotiations in your role

Answer 26

As a large amount of the negotiation i carry out is regarding land values and restorations works.
Getting real market prices can help back up values.
Comparable
Preparing can make the negotation easier
Be confident

Question 27

Tell me about how you conduct yourself in negotiations?

Answer 27

Professionally, with confidence.
I ensure I gather all relevant information for the negotiation and put myself in my clients shoes

Question 28

Tell me about an example of when you have negotiated effectively?

Answer 28

EXAMPLE - RICHARD THOMAS WELSH WATER COMPOUND

I successfully negotiated a compound fee for my client with Welsh Water. This communication was effective as both parties understood what was trying to be achieved. The negotiation was made easier through the use of comparable evidence of compounds i or the firms have recently agreed with other parties.

Both parties were initially hoping to achieve different levels of rents, however after written negotiation where i was open and honest and evidence being provided both Welsh Water and i found a solution which satisfied both parties. This was an effective Collaborative negotiation

Question 29

How did you record an agreement with National Grid

Answer 29

The Majority of this negotiation was carried out via Email.
The initial negotiation started with a formal compensation claim report and the use of email (with some use of the phone) was carried out after to determine the compensation payable.

All evidence of the negotiation was therefore fully recorded, and i was able to revert to all correspondence regarding the matter.

The final agreement was recorded on an invoice.

Question 30

How did you negotiate a successful outcome with National Grid (as mentioned in submission)?

Answer 30

I was again open and honest in approaching the negotiation. I carried out two site visits during the scheme to take photographic evidence of the site before and after so that i could base my negotation on evidence.

I also attended the site with national gird themselves to DEMONSTRATE IMPORTANCE to NG to show them that the issue i was discussing was worth both my time and theirs. Having discussions in-person allowed me to see how NG responded to some of the questions i was asking. This meeting built my relationship with national grird.

On returning to the office after that meeting i put all my thouhts on the matter on pen and paper and sent to NG. I backed up all my evidence for the claim for loss of crop and reinstatement by using the John Nix pocket book and the farmers weekly to get up to date prices.

All this helped agree a successful claim.