Communication and Negotiation Flashcards
What are the different types of communication?
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
Advantages and disadvantages of written communication?
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
How to communicate effectively (Written)?
- Short precise message
- Clear/easy to read
- Well structured with conclusion
- Charts/diagrams used appropriately
Difference between effective and efficient communication?
Effective: info presented in a clear and concise manner, reducing effort and waste
Efficient: to accomplish purpose, produce intended/expected result
Name some barriers to communication.
- Body language not aligning with verbal communication
- Individual perceptions
- Language/cultural differences
- Time zones/locations
What is meant by body language, give examples?
Body language is nonverbal and can often have hidden messages.
E.g. crossing arms can be perceived as defensive
How would you deliver a cost report to a client?
Email and follow up with phone call/ meeting to run through
How would you deliver a cost report to a client?
Email and follow up with phone call/ meeting to run through
When might you include graphical illustrations?
To show benchmarked data
Show how cost is spread across different elements of a project
Can you give examples of when you have had to tailor your communication style for your audience?
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
How would you go about telling your client bad news, such as a significant cost overrun?
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
What is negotiation?
A discussion between two or more parties aimed at resolving an issue or matter to be agreed. Negotiation ends when agreement is reached.
What could indicate a successful final account negotiation?
Both parties happy, costs agreed within clients budget
What key considerations should you make before entering a negotiation?
- What is negotiable/ non negotiable
- Gather sufficient facts and info
- Consider character of other party
- What is your intended outcome
- Structure of negotiation
What is your negotiating style?
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
How do you maintain professionalism when conducting a difficult negotiation?
- 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.
Give an example of when you have successfully negotiated?
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
Barriers to negotiation
- Lack of trust
- Lack of information
- Cultural differences
- Communication problems
What is a win-win negotiation?
A negotiation which concludes with a mutually acceptable outcome
Different types of negotiation?
Soft - goal of agreement, non-confrontational
Hard - goal of victory, can be adversarial
Principled - goal of problem solving to reach a wise outcome amicably
What are the 5 negotiation styles?
Avoid - lose lose
Dominant - win lose
Accommodating - lose win
Collaborative - win win
Compromising - both win some lose some
When would you use each style?
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
What happens if you cannot reach an agreement in negotiation?
Dispute resolution, ideally mediation or conciliation to begin with.
What happens if you cannot reach an agreement in negotiation?
Dispute resolution, ideally mediation or conciliation to begin with.
How would you conclude a negotiation?
- 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
What is a non-starter?
An offer with no chance of success. Can be dangerous to negotiations and damage relationships.
What is an insult zone offer?
An offer with lack of objective and weak justification.
Successful vs unsuccessful negotiation
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
