Communication and negotiation

Question 1

Which forms of communication are you aware of?

Answer 1

• Verbal either in person or via telephone.
• Non-verbal such as body language, eye contact, gestures and appearance.
• Written for example e-mails and letters.
• Graphical information such as charts, diagrams and tables.
• Presentations.
• Video conference.

Question 2

What are the barriers to effective communication?

Answer 2

Verbal mono tone delivery or unclear delivery of speech.
* The over use of technical language that may not be understood by lay clients.
* Emotionally charged and heated conversations when parties are unable to listen.
* International language barriers.
* Disinterest and boredom.
* Prejudice.
* Bias.
* Interruptions and distractions.
* Background noise pollution.
* Poor call quality.
* Poorly maintained and adversarial relationships

Question 3

Please explain to me your approach when negotiating in challenging
circumstances?

Answer 3

• In the first instance I undertake detailed research on the matters under consideration and form an
  opinion.
• I will then look to compile supporting documentation as substantiation to any claims.
• Following these initial steps I arrange an internal meeting with the client and project team to discuss
  negotiable items which can be conceded in addition to the non-negotiable items.
• If needed I will prepare a SWOT analysis to support decision making.
• During negotiations I try to develop a partnering approach rather than an adversarial one.
• My attitude and ethos is that the project must be the winner not individuals

Question 4

What makes a successful negotiation?

Answer 4

• Preparation and collating supporting documentation.
• Each party should get the chance to present their case in a calm forum.
• Identification of bargaining positions and politely making proposals.
• A swift confirmation in writing on what was agreed at the meeting and confirmation on what items still
  need to be actions and by whom.
• A confirmation of next steps to bring the negotiations to a close.

Question 5

What are the key steps when preparing for a negotiation?

Answer 5

• The key steps I have undertaken previously have included:-
• 1) Claim notification – Where the heads of claim are notified to the parties involved with notification
  out what claim items are being sought with general setting of the scene prior to the meeting.
• 2) Internal research and preparation – Where both parties undertake research and planning with initial
  responses being issued. Concession items and non negotiable items are usually identified internally
  within each team with planning of strategy & role’s being allocated prior to the meeting.
• 3) Organisation of the meeting - The time and venue for the negotiation meeting will be arranged
  followed by the actual meeting itself.

Question 6

What happens during a negotiation meeting?

Answer 6

• Both parties should be allowed to discuss their position on the claim items being discussed and their
  reasoning for their position.
• All parties should look to maintain professionalism, remain calm, acting with respect and courtesy at all
  times.
• The meeting should take place ideally in a calm setting.
• Both parties should honor the agreements reached for the benefit of the project.
• Once the negotiation items are agreed they should be put in writing as soon as possible

Question 7

Please provide an example of when you had to handle difficult
negotiations.

Answer 7

Ellesmere project hub- subcontractor had installed the wrong type of plasterboard, meaning the wall did not achieve the fire rating required. Notified subcontractor of the issue as they had claimed the costs for building this area- advised a retention of 70% of this works would be witheld until they returned to remove and replace the board. They claimed they had built the wall correctly to the drawings at the time.
On inspection of drawing revisions i agreed, released the retention and claimed the change of wall type in my valuation, including the cost for removal.

Question 8

Please provide an example of your oral communication skills

Answer 8

I have been responsible for providing a number of professional presentations.
* I have held site meetings with the contractor to discuss various issues & presented monthly reports
within the meeting.
* I also use my oral communication and written communication skills when dealing with day-to-day
issues on the phone, within meetings and on video call.

Question 9

What are your thoughts on using e-mail as a form of communication?

Answer 9

E-mails carry the same legal value as a letter and contracts can be inadvertently created by e-mail.
* We must therefore be very careful with regards to the content and form of the e-mail communication.
* When issuing e-mails it is easy to become complacent as they are perceived as being informal.
* I am always sure to communicate in a professional manner even if other parties do not.
* I always make sure that I select the correct recipient and do not release someone’s e-mail addresses
without their consent.