Communication and Negotiation Flashcards
Forms of Communication?
Verbal
Non verbal (body language, eye contact, gestures, appearance etc)
Written Graphic
Presentation
Listening
Barriers to effective communication?
Verbal ( tone, clarity, language barriers, silence etc)
Technical language (jargon)
Emotional / language barriers
Disinterest
Prejudice / Bias
Interruptions
Tell me some good negation skills?
Detailed research and preparation
Preparing your ‘win-win’ and fall back situations
Undertake a SWOT analysis
Decide what is and isn’t negotiable
Develop partnering approach rather than adversarial
Attitude – The project must be the winner not individuals
What makes successful negotiations?
Preparation and collating supporting documentation
Each party gets the chance to present their case in a calm forum
Identify bargaining positions and make proposals
Bargain on concessions and compensation to reach final proposal
Agree and confirm the deal, confirm who does what.
What are the key steps when preparing for a negotiation?
3 stages up to negotiation –
1- Claim notified / received (identify what the issue is, what needs to be negotiated, who is involved, background research required)
2- Initial response & planning (what stance, any bargaining power, aims, strategy & how it fits with other party, what can be conceded, influence meeting by disclosing information)
3- Preparing to meet (further detailed planning, negotiation team selection & role definition)
What happens during a negotiation meeting?
Should enter meeting with an open mind, be objective and establish a point at which you would be happy to compromise. Let the other party air their side of events and likewise. Be professional, remain calm. Meet a common ground and obey an agreement reached for the benefit of the project. Once agreed, put in writing (instruction or letter).
Give me an example of your oral communication skills
I have been responsible for giving a number of presentations. Talking with clients about the report and any quires they have, explaining through where they disagree and talking through the EPC rating.
What do you think about e-mail communication?
They have the same legal value as a letter and contracts can be inadvertly created by email.
We must therefore be very careful to the content and form of email communication.
There tends to be a lax as they are perceived as informal.
Always communicate in a professional manner even if other parties don’t.
Make sure that you select the correct recipient and do not show others email addresses without consent.
Provide an example of when you demonstrated good communication?
- Presentations given to colleagues and students at university.
- Detailed reports on property portfolios containing graphic and commentary.
How do you decide on what type of communication is best, depending on the circumstance?
Ensure I fully understand what the client’s needs are and use the appropriate method required to convey that i.e. if they require details of where a property is in and its current condition then a report with text, photographs and map excerpts would be most appropriate.
When recording information from meetings with clients, property owners etc. how do you record this and then represent your output from these meetings?
I take handwritten notes of the key information that was discussed and who said what. I then type these up and have the clients sign that this is a true reflection of the meeting.
What constitutes good communication as a professional?
- Good listening
- An understanding of your body language
- Be clear and concise
- Confidence
- An understanding of the surroundings e.g. formal, networking event, social
If you are unable to agree a contentious point during negotiation, what might be your strategy to resolve it?
- Compromise using mutual gains
How do you prepare for a negotiation?
- Establish the Zone of Potential Agreement (ZOPA)
- Understand what it is exactly the other party wants
- Fully understand what you want from the negotiation
- What is the existing relationship like?
- Try to find out if there are any mutual gains to be had?
