Communication and Negotiation Flashcards
(20 cards)
What do you consider to be an example of good communication?
Polite, calm, important to listen, effective, tailored to audience, situation, and subject
How do you ensure that the frequency of communication is acceptable?
Set and agree on progress milestones; use appropriate tone and style of communication, respect other person’s time and availability
When would you choose to use written communication over verbal communication or a face to face meeting?
Depending on client’s request, timeframe, sensitivity, confidentiality, subject of dicussion
What barriers to effective communication have you come across?
Language barriers, silence, jargons, emotional disinterest, bias and interruptions
Tell me about your negotiating style.
My negotiating style is collaborative, with the aim of achieving a win–win outcome where possible. I prepare thoroughly in advance by understanding client’s objectives and the context of negotiation. I collect supporting evidence to present a well-reasoned and factual position. During the negotiation, I remain calm and professional, listen carefully, ask questions to fully understand the other party’s perspective, and take notes. I look for areas of common ground and anticipate where compromise may be acceptable in order to move the discussion forward constructively. I remain open and pragmatic, my priority is to act in the best interest of the client while protecting the integrity of the advice.
Why is negotiation important?
It enables parties to reach mutually acceptable agreements while protecting their respective interests.
Resolves conflicts and reduces risks
achieves goals for the benefit of the project,
improves decision making and creates value by facilitating compromise where needed.
What is principled negotiation?
method that focuses on reaching fair, mutually beneficial agreements by separating people from the problem, focusing on interests rather than positions, generating options for mutual gain, and using objective criteria to make decisions. It was popularised by the Harvard Negotiation Project.
What can be a barrier to negotiating effectively?
A barrier to negotiating effectively can be a lack of preparation or understanding of the other party’s objectives, poor communication, emotional reactions, rigid positions, power imbalances, or the absence of clear authority to make decisions.
What would be a good way to facilitate negotiations in your role?
Prepare thoroughly, understand both parties’ objectives, and maintain a calm, professional approach throughout the process. I focus on clear and respectful communication, support my position with evidence, and seek common ground wherever possible. By remaining objective and solution-focused, I can help guide discussions toward a fair and mutually beneficial outcome that upholds professional standards.
Why do you consider that discussing matters in person might be effective?
Creates a personal connection, which can build trust, immediate feedback, clarify misunderstandings, opportunities for free flowing discussions
What are the alternatives to in person meetings?
Email, phone calls, video conferencing, instant messages.
More convenient or necessary due to time and location constraints
Why can these alternatives present challenges?
Lack of context, misinterpretation, misunderstanding, lack of feedback
Tell me about how you communicate effectively (and responsibly) using social media.
I communicate professionally, clearly, and with full awareness of my responsibilities as a professional. I ensure that any content I share or comment does not compromise confidentiality, client relationships, or my employer’s reputation. I avoid making statements that could be misleading, biased, or disrespectful. I separate personal opinions from professional content and never disclose sensitive project details or client information.
What do RICS set out as best practice for the use of social media?
- Apply RICS Rules of Conduct online
You must act with integrity, honesty, respect, and treat others fairly (Rules 1, 4 & 5). - Keep professional and personal content distinct.
- Ensure accuracy and honesty
Verify the truthfulness of posts before sharing. Any false or misleading statements can damage my and the profession’s reputation - Show respect and inclusivity
Avoid discriminatory, abusive, harassing or threatening content. Offensive comments can harm public confidence in RICS and trigger regulatory investigations. - Protect confidentiality
Never disclose private client or project information. Respect data privacy and intellectual property when posting - Use appropriate tone and language
Criticism is allowed but must remain respectful and proportionate. Harassment or frequent negative posts cross the line and may bring disciplinary action - Consider context and perception
Before posting, reflect on how you’d feel if it were about you. If uncertain, don’t post, it’s better to err on the side of caution
What RICS guidance is this best practice set out within?
Rules of Conduct. This document outlines the ethical and professional standards that RICS members must adhere to in their work, including their use of social media.
Use of social media: guidance for RICS members
Version 2 with effect from 1 September 2024
Tell me about an example of when you have negotiated effectively.
I was involved in a valuation instruction where the client asked for a 25% reduction in the proposed fee. Rather than agreeing outright, I negotiated a more balanced outcome. I explained the rationale behind the fee, and proposed a 10% fee reduction on the condition that we extend the valuation timeline by an additional five working days. This allowed us to maintain the quality of work and manage internal resources more effectively. The client accepted the revised terms.
Tell me about an example of when you have communicated effectively.
I was part of a project where my role involved coordinating with multiple international offices of my firm. To ensure clear and efficient communication, I maintained a professional tone at all times and followed up regularly to keep the process moving and avoid delays. The main client requested weekly progress meetings, so I took responsibility for preparing clear and concise presentations outlining the current project status, any outstanding actions, and upcoming milestones. I helped maintain client confidence that all parties remained aligned throughout the course of the project.
How did you communicate with the client during the due diligence stage?
Established preferred method of communication channel;
Set timelines, listened actively and took notes, provided regular updates and responded promptly
How did you communicate with your client over the valuation rationale?
I prepared an overview of the subject property, summarised factual data gathered from information provided, and my assumptions and inputs based on the evidence
How did you deal with any client queries?
I ask to prepare the queries and send to me for review via email. I go through all questions thoroughly and prepare my answers in writing. Upon sending the queries I suggest scheduling a call if further clarifications are required.
