Communication and Negotiation

Question 1

What are the different types of communication?

Answer 1

Oral:
- Phone calls
- Face to face meeting
- Presentations
- Interviews with contractors
- Public speaking
- Listening to others

Written/Graphical:
- Emails/letters
- Written reports
- Drawings/diagrams/graphics

Question 2

Advantages and disadvantages of written communication?

Answer 2

Advantages:
- Complex information conveyed easier
- Good record of communication
- Formalise verbal agreements
- Can be circulated to many, quickly

Disadvantages:
- Unclear if recieved
- Language/tone may not be familiar to recipient
- Harder to ask q’s/clarify
- Unknown if message understood

Question 3

How to communicate effectively (Written)?

Answer 3

• Short precise message
• Clear/easy to read
• Well structured with conclusion
• Charts/diagrams used appropriately

Question 4

Difference between effective and efficient communication?

Answer 4

Effective: info presented in a clear and concise manner, reducing effort and waste

Efficient: to accomplish purpose, produce intended/expected result

Question 5

Name some barriers to communication.

Answer 5

• Body language not aligning with verbal communication
• Individual perceptions
• Language/cultural differences
• Time zones/locations

Question 6

What is meant by body language, give examples?

Answer 6

Body language is nonverbal and can often have hidden messages.
E.g. crossing arms can be perceived as defensive

Question 7

How would you deliver a cost report to a client?

Answer 7

Email and follow up with phone call/ meeting to run through

Question 8

How would you deliver a cost report to a client?

Answer 8

Email and follow up with phone call/ meeting to run through

Question 9

When might you include graphical illustrations?

Answer 9

To show benchmarked data

Show how cost is spread across different elements of a project

Question 10

Can you give examples of when you have had to tailor your communication style for your audience?

Answer 10

One of my clients liked the front end of their cost plan presented in a certain way.

To accommodate this I added additional sheets to the cost plan so I was able to present it in a way suited to them

Question 11

How would you go about telling your client bad news, such as a significant cost overrun?

Answer 11

Call as opposed to emailing in the first instance. Face to face if possible. Arrange a face to face meeting with them maybe with the client team to go through how the overrun has come about

Question 12

What is negotiation?

Answer 12

A discussion between two or more parties aimed at resolving an issue or matter to be agreed. Negotiation ends when agreement is reached.

Question 13

What could indicate a successful final account negotiation?

Answer 13

Both parties happy, costs agreed within clients budget

Question 14

What key considerations should you make before entering a negotiation?

Answer 14

• What is negotiable/ non negotiable
• Gather sufficient facts and info
• Consider character of other party
• What is your intended outcome
• Structure of negotiation

Question 15

What is your negotiating style?

Answer 15

It depends on the desired outcome for the client, however I always aim to be collaborative and try my best to find a solution that works for all parties involved

Question 16

How do you maintain professionalism when conducting a difficult negotiation?

Answer 16

• Stay objective and keep mindset focused on resolution
• Carry out negotiation ethically and to required standards
• Respectful to other party and endeavor to understand their position.

Question 17

Give an example of when you have successfully negotiated?

Answer 17

On DOMS I negotiated the final account.
- First assessed my own position and issued this to the contractor
- This formed the basis of discussion, in which we met to present our commercial positions to settle a figure that was comfortable for both parties.
- Worked collaboratively throughout the construction period which made the negotiation straightforward and non confrontational assisting in maintaining a good relationship

Question 18

Barriers to negotiation

Answer 18

• Lack of trust
• Lack of information
• Cultural differences
• Communication problems

Question 19

What is a win-win negotiation?

Answer 19

A negotiation which concludes with a mutually acceptable outcome

Question 20

Different types of negotiation?

Answer 20

Soft - goal of agreement, non-confrontational
Hard - goal of victory, can be adversarial
Principled - goal of problem solving to reach a wise outcome amicably

Question 21

What are the 5 negotiation styles?

Answer 21

Avoid - lose lose
Dominant - win lose
Accommodating - lose win
Collaborative - win win
Compromising - both win some lose some

Question 22

When would you use each style?

Answer 22

Avoid - wish to delay a decision
Dominate - when you want something and don’t care about the relationship
Accommodate - where relationship is most important
Collaborative - work together to develop a scenario with mutual wins and build relationship
Compromising - where you are willing to lose some things to gain others

Question 23

What happens if you cannot reach an agreement in negotiation?

Answer 23

Dispute resolution, ideally mediation or conciliation to begin with.

Question 24

What happens if you cannot reach an agreement in negotiation?

Answer 24

Dispute resolution, ideally mediation or conciliation to begin with.

Question 25

How would you conclude a negotiation?

Answer 25

• Start to shut down negotiations and finalise things
• Ensure minor details are agreed upon
• Ensure all parties are happy and everything is settled
• Written confirmation of outcome

Question 26

What is a non-starter?

Answer 26

An offer with no chance of success. Can be dangerous to negotiations and damage relationships.

Question 27

What is an insult zone offer?

Answer 27

An offer with lack of objective and weak justification.

Question 28

Successful vs unsuccessful negotiation

Answer 28

Successful: delivers a good solution that satisfies the needs of both parties and does not compromise the relationship.

Unsuccessful: where a reasonable solution is not met and the outcome is detrimental to one of or both parties, damaging relationships