Communication and Negotiation Flashcards
What is communication?
The exchange of information through speaking, writing, or using some other medium.
What are the different ways you communicate with your team?
Oral communication:
- Phone calls
- Microsoft Teams calls
- Reporting at meetings
- Chairing meetings
- Client presentations
- Staff presentations
- Contractor interviews
Written communication:
- Letters, memos and emails
- Written reports
- Compiling tender and contract documents
- Drawings and specifications
What are the advantages of written communication?
- Complicated technical information can be communicated using drawings, diagrams, charts, etc.
- Creates a record of the communication
- Good way to formalise verbal agreements
- Information can be circulated to multiple parties very quickly.
What are the disadvantages of written communication?
- It may be unclear if the recipient has received the message
- You don’t know if the recipient has understood the message
- Language/tone might not be familiar or acceptable to the recipient
- It is much harder to ask questions and for someone to clarify answers
Give examples of good written communication
- Clear, concise, easy to read and understand
- Well-structured with intro, substance and conclusion
- Use of charts/diagrams/pictures to enhance meaning
How do you chair a meeting effectively?
- Prepare for it in advance, have documents, information and visuals ready.
- Be punctual for the meeting
- Set an agenda and keep the meeting on track.
- Give everyone an opportunity to speak and contribute.
- Take minutes
- Understand body language
What is the difference between effective and efficient communication?
- Efficient communication: information is presented in a clear and concise manner, reducing effort and waste.
- Effective communication: to accomplish a purpose; producing the intended or expected result.
What are the barriers to communication?
- Difference between verbal and non-verbal actions: you say something but your body language doesn’t give off the same signals.
- Individual perceptions
- Body language can distract people meaning they miss out on vital parts of what you are saying.
- Language or cultural differences
- Different locations or time zones
Explain what is meant by body language and give examples?
- Non-verbal communication that can often have hidden messages
- Usually the body doing the talking, e.g., crossing your arms when talking can project a defensive or reluctant message.
Name the types of body language and briefly explain them
- Passive: over-apologetic, no eye contact, understating, defeated
- 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. Through an informal or facilitated negotiation process, parties can agree to settle the dispute at a high level or in detail.
What could indicate the success of a negotiation on a final account?
Both parties walk away happy, costs agreed and within the client’s budget.
What key things do you need to think about before entering a negotiation?
- Do I have sufficient facts and information?
- To what level am I authorised to negotiate (e.g., up to £250k)
- My (and my client’s) limits
- What I want the outcome to be
- The character of the person I’m negotiating with
- Areas where I’m willing to compromise
- The structure of the negotiation
What is your negotiating style?
It 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 work ethically and to the required standards.
- I always respect the other side and endeavour to understand their position.
