Communication and Negotiation Flashcards
What are the main avenues of communication with clients?
a. Phone, email, letter etc
What are examples of good negotiation skills?
a. Understanding your clients objectives and position
b. Conducting research for a SWOT analysis
c. Creating a constructive environment
d. Collaboration with the client
e. Understanding the limitations of all parties
Provide an example of when you have had to negotiate with a client?
a. Sometimes clients want wording in a report to be changed to sound more appealing. I will always consider the clients point of view and answer accordingly. If their request is within reason and justifiable I may amend the report however if not I will politely decline and stay true to my original wording.
How do you decide on what type of communication is best?
a. Understand the client’s needs
b. How would the client prefer to receive information
c. What is the most effective method for you as the service provider
During a negotiation, if you are unable to agree on a mutually agreeable outcome, how might you resolve this?
a. Revise your negotiation and ensure it is fair for both you and the client
b. Be prepared to compromise if it means a mutual gain
How would you prepare for a negotiation?
a. Establish the Zone of Possible Agreement (ZOPA) (area where all parties find common ground)
b. Understand what the client wants and needs
c. Understand what you want and need and know your limitations
d. Understand what mutual benefits could be gained
