Communication and Negotiation

Question 1

What do you consider a good example of communication?

Answer 1

Regularly updating the client by email or a phone call

Question 2

How do you ensure that the frequency of communication is acceptable?

Answer 2

• Understanding the clients objectives and timescales
• asking the client if they want regular updates throughout the instruction and their preference of communication

Question 3

What are different ways you can communicate?

Answer 3

1. Phone/text
2. Email
3. Teams/Zoom
4. Face to Face
5. Letter

Question 4

When would you choose to use written communication over verbal/ face to face?

Answer 4

• When it may be required to refer back to a paper trail in the future
• (potential legal matters or fee proposals)

Question 5

What barriers to effective communication have you come across?

Answer 5

• Use of jargon
• Covid 19 affecting Local authority communication ie with some only using emails and can take longer to respond to queries
• different points of view

Question 6

What are negotiations?

Answer 6

Dialogue to reach an agreement that satisfies both parties. The parties work between themselves to resolve the issue and reach an agreement

Question 7

How do you prepare for negotiations?

Answer 7

1. Reviewing documents
2. Communication with client and negotiating party
3. Thinking what is the issue, what is my stance and what are the aims
4. Open and clear mind to not allow frustration to break down any negotiations

Question 8

Why is negotiation important?

Answer 8

• Good for business
• Allows points to be put across and issues to be resolved in the best interest of both parties involved

Question 9

What is a principled negotiation?

Answer 9

• finding a deal that will benefit all parties involved
• it is interest based

Question 10

What can be a barrier to negotiating effectively?

Answer 10

• Negative outlooks
• Timescales
• Win at all costs attitude (not willing to compromise)
• Over emotional (frustration)

Question 11

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

Answer 11

• Builds a relationship with a client or the person you are discussing the matter with
• Points can be discussed faster without continual phone calls and emails
• Can sometimes be more relaxed and informal so puts people at ease

Question 12

Explain some typical negotiating skills?

ATPCS

Answer 12

1. Analysing
2. Teamwork
3. Persuasion
4. Communication
5. Strategising

Question 13

Tell me how you communicate effectively and responsibly using social media?

Answer 13

• I will share G&S posts on LinkedIn
• If I am posting something myself I will run it by our marketing team prior to posting

Question 14

What is the RICS Guidance Note for social media?

Answer 14

Use of Social Media: Guidance for Members 1st Edition 2021

Question 15

What do the RICS set out as best practice for using social media?

Answer 15

• Social media has many benefits for business eg) Networking, Marketing and reaching wider audiences
• Surveyors need to be aware of how to conduct themselves online as they would via email or face to face
• Just like the Rules of Conduct members are require to promote trust in the profession and treat others with respect while taking responsibility for their actions and this applies to social media

Question 16

How do you change your style of communication and negotiation when dealing with clients and colleagues?

Answer 16

• Colleagues can sometimes be less formal

Question 17

Tell me about how you conduct yourself in negotiations?

Answer 17

• Always do prior research
• Know my/my clients stance on the issue
• Be compromising
• Keep good communication line if it is over email or a follow up call if it was face to face

Question 18

Tollcross

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

Answer 18

• Asked the client how they wanted to communicate and how often (calls and email)
• Monthly calls and enquires schedule
• Quarterly written progress reports
• This allowed client to be up to date with enquires and viewings at their property

Question 19

Shottsburn Road

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

Answer 19

• Shottsburn Road
• During the determination period of PPP for a residential house, I
  received an email from the Planning officer.
• They stated that a Noise Impact Assessment was required prior to any decision being made
• I Negotiated with Planning Officer that a NIA could be required as a condition BUT not prior to a decision as the client was not planning on taking the application forward themselves
• PPP was granted with NIA as a condition

Question 20

Tell me about how you ensure good communication?

Answer 20

Depending on the client

• I would find out the best way the client wishes to communicate
• Ensure I reply to emails efficiently and example things openly and clearly

Question 21

Shottsburn Road
Tell me about your negotiating style?

Answer 21

• I try to incorporate all aspects into my negotiations.
• I will consider all the facts (analysis)
• I will be effective in communication with quick responses via email or follow up phone calls.
• My style incorporates teamwork if and work with my client and the opposite party to achieve the best outcome

Question 22

Give an example when you have communicated using a written report?

Answer 22

1. Supporting Statements:

• Communicates to Local Authority the proposal and how it complies with the LDP

2. Planning Position Reports:

• Communicates to the client what development may be suitable for their site

3. Marketing Brochure

Question 23

Tollcross

What was included within Quarterly Written Report to Client?

Answer 23

• Number of Viewings
• Notes of Interest
• Any offers
• I would email this to client

Question 24

Shottsburn Road

You mention Noise Impact Assessment, what is this and why was it required as a condition?

Answer 24

• Impact of noise of the development or on the development
• In relation to traffic noise from the road, so this could be built in to design of development house eg) Layout and orientation