Communication and Negotiation Flashcards
What do you consider to be an example of good communication?
Polite, calm, important to listen, effective, tailored to audience, situation, subject
How do you ensure that the frequency of communication is acceptable?
Set progress milestones; use appropriate tone and style of communication, respect other person’s time and availability
What are the different ways you can communicate with clients?
Oral (meetings, calls), electronic (messages, web conferences), written (emails, letters, reports), graphic (charts, graphs)
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.
Collaborating.
Be prepared and collate evidence, calm manner, listen carefully, ask questions, take notes, anticipate compromise and try to reach common ground for the benefit of the project
Why is negotiation important?
Resolve conflicts, achieve goals for the benefit of the project, improve decision making and creative thinking
What is principled negotiation?
Drawing on principles and objective criteria to settle differences rather than making opinion-based arguments. Separate people from problem, focus on interests, invent options for mutual gain, insist on using objective criteria.
What can be a barrier to negotiating effectively?
Language barriers, misunderstanding of the subject of negotiations, missing information, not listening, not paying attention
What would be a good way to facilitate negotiations in your role?
Be prepared, listen, take notes, be ready to compromise, benefit for the project, once agreed put in writing
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 this?
Email, phone calls, video conferencing, instant messages
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.
Professional language, keep my professional account separate from personal, reference the source of information shared ensuring it is reliable.
What do RICS set out as best practice for the use of social media?
Be aware of professional responsibilities and maintain professional standards, respect confidentiality, personal and professional account separate, mindful of copyright and intellectual property, use social media to build professional network and share insights
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.
How do you use visual media to communicate with clients, e.g. before & after photographs?
Power Point presentations, graphs, charts
Tell me about how you conduct yourself in negotiations.
Efficient communication, reduce misunderstanding, anticipate compromise, be considerate
Tell me about how you ensure good communication.
Polite and calm, important to listen, effective, consider the audience, non verbal communication is as important
Tell me about an example of when you have negotiated effectively.
Negotiated the fee on the project. Client wanted to bring down the fee by 50%, I suggested that we could decrease the fee by 25%, however we would extend the valuation timeline and provide a short form of the report. Client agreed
Tell me about an example of when you have communicated effectively.
I have been part of the project where my role included liaising with several point of contacts in order to obtain necessary information and schedule inspections. I acted professionally and followed up regularly. The main client requested to provide weekly meetings , for which I prepared presentations on the project status
Give me an example of when you have communicated using a complex written report.
I have prepared a valuation report of a portfolio of assets consisting of office building and vacant land plot in Abu Dhabi. In the report I provided executive summary, applicable clauses, valuation assumptions and rationale and reported values with supporting appendices
Abu Dhabi – how did you communicate with the client during the due diligence stage?
Established preferred method of communication channel;
Set timelines, listened actively, 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. I go through all questions carefully and prepare my answers in writing. If client wishes to discuss further, I suggest scheduling a call.
