Communication and Negotiation Flashcards
Can you define what communication is?
Exchanging/imparting information by speaking, writing or other medium
What are the different ways you communicate with your team?
Oral
- Calls, meetings (reporting at, facilitating, chairing), presentations (client/staff), interviews, public speaking, listening skills
Non verbal
- Body language, eye contact, gestures, appearance
Written/Graphical
- Letters, memos, emails, reports, tender/contract documents, programmes, drawings, specs
Advantages of written communication?
- Complex / technical info can be communicated with drawings, diagrams, charts etc.
- Record kept of communication
- Formalise verbal agreements
- Can be circulated to multiple parties quickly
Disadvantages of written communication?
- Can be unclear whether message has been received (i.e. letter in mail)
- Language/tone may not be familiar/acceptable to recipient
- Usually takes longer, harder to ask questions/clarify information
- Not known if recipient understands message
Examples of good written communication?
- Message short, clear, easy to read/understand
- Well structured with intro, substance, conclusion
- Charts/diagrams/pictures to enhance meaning
- Recipient understands without ambiguity
- Accessibility considerations (no specialist language, acronyms if not required, colours)
How would you effectively chair a meeting?
- Set agenda, keep meeting on track, keep minutes
- Prepare in advance, have any documents/info/visuals readily available
- Punctuality
- Give everyone opportunity to speak and contribute
- Understand body language
Difference between effective and efficient communication?
- Efficient = info presented concisely, less effort and waste
- Effective = accomplishing a purpose, producing intended / expected result
Barriers to effective communication?
- Difference between verbal and non-verbal (body language doesn’t match words)
- Individual perceptions, prejudice, bias
- Body language can distract people if used ineffectively
- Language/cultural/time/location differences
- Unclear/ambiguous tone
- Language that is too technical/specialist
- Emotionally charged conversations- parties unable to listen
- Disinterest, boredom
- Poor call quality, background noise
- Poorly maintained/adversarial relationships
What is meant by body language? Any examples?
- Non-verbal communication that can carry messages itself
- i.e. crossing arms can come across as defensive
- Can tell if contractor / side is being influenced by higher ups- don’t necessarily talk with confidence/conviction in argument
Types of body language?
- Passive; defeated, over-apologetic, understating, no eye contact
- Assertive; relaxed, balanced, firm but friendly, maintain comfortable distance
- Aggressive; tense, invading space, clenched fists, loud
Please provide an example of your communication skills
- Presentation skills
- Holding site meetings with client/contractor, negotiating contract sum/conditions/changes
- Day-to-day, phone calls, video calls, meetings, in office
Please provide example where you have tailored content of presentation to audience?
- On xx project where client had limited construction experience I ensured I clearly understood processes, no abbreviations and ensured they felt comfortable asking questions
- On xx project where client had substantial experience, walking them through in clear way with different colours to highlight recurring themes
What are your thoughts on using email as a form of communication?
- Same legal value as a letter, can inadvertently create contracts
- Must be careful regarding content
- Can be perceived as informal, easy to become complacent
- Ensure to communicate in professional manner, polite, unambiguous tone (no sarcasm)
- Ensure I select correct recipient, not sharing email addresses without consent
- Blind copying can pose a question on the ethical side of the action - can be dishonest or misinformative
- Can ensure the message is understood by following up / preceding with a phone call
How does the RICS communicate with its members?
Post, fax, email, phone, in person, journals
What is negotiation?
Discussions to reach a compromise/agreement. Can be informal / facilitated process to agree to settle dispute either at high level / in detail
What could indicate success of a negotiation on a final account? / What defines a successful outcome?
- Both parties come away happy, costs agreed and within client’s budget
- Clearly defined outcome, all parties have had the opportunity to present their case
What key things do you need to think about before entering negotiation?
- What level I’m authorised to negotiate (i.e. up to £xx)
- My (and client) red lines
- Sufficient facts and information
- Character of the person I’m negotiating with
- What I want the outcome to be
- Negotiation structure
- Areas I’m willing to compromise
What steps are there when preparing for a negotiation?
- Internal research, prep
- Identify non negotiable items
- Organise meeting at convenient time, location, flexibility in schedule
What is your negotiating style?
Depends on situation. If a strong claim for client I would aim to get best deal, but I aim to be collaborative, reasonable and endeavour to find resolution
When faced with a challenging negotiation, how do you conduct yourself in a fair and professional manner?
- Stay objective as possible, enter negotiation intending to find resolution
- Undertake detailed research, collate supporting documentation/substantiation
- Undertake work ethically, to required standards
- Discuss internally with senior, client, project team for items that can be conceded
- Respectful to other party, aim to understand their position so less adversarial
- Winning project- all have this same common goal, rather than winners and losers
Give an example when you successfully negotiated?
- Final account on xxx
- Assessed my position, advised client of this and ensured I understood their budget and limitations
- Brought supporting documentation
- Discussion with contractor, both presented our positions calmly, politely, settled at figure palatable to both parties
- Formed good working relationship with contractor throughout project, communicated clearly and respectfully which helped with negotiation
- Confirmation in writing on what was agreed in meeting, any actions, next steps to bring negotiations to a close
- Can consider variation costs, i.e. if item was not priced in original costs but unclear communication
Main barriers in negotiation?
- Lack of trust, information, emotional intelligence
- Cultural differences
- Communication problems
What is a ‘without prejudice’ offer?
- Party’s admission to something that cold be used against them in court
- Without prejudice rule means statements made in genuine attempt to settle dispute can’t be used in court as evidence of admissions against party that made them
What happens during a negotiation meeting?
- Both parties should be allowed to discuss position, reasoning for this position
- Maintaining professionalism, calm, act with respect and courtesy
- Calm setting
- Both parties honor agreements reached for benefit of the project
- Put in writing negotiated items ASAP
Types of negotiation strategies?
- Competitive (win/lose)
- Collaborative (win/win)
- Accommodation (lose to win)
- Avoidance
