COMMUNICATION AND NEGOTIATION Flashcards
Which forms of communication are you aware of?
- 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.
What are the barriers to effective communication?
- 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.
Please explain to me your approach when negotiating in challenging circumstances?
- 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.
What makes a successful negotiation?
- 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.
What are the key steps when preparing for a negotiation?
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.
What happens during a negotiation meeting?
- 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.
Please provide an example of when you had to handle difficult negotiations.
This will be specific to your own experience.
* As an example:
o On the Birmingham Brindley Place project, a design item contained within a tender pack was not priced by the contractor.
o During the works, this became apparent as a missed item by the contractor but was not clearly referenced within the design information.
o The Contractor claimed 100% for the costs for work.
o I negotiated to a 50/50 position as the contractor should have priced the design item however this should have been more clearly identified within the design pack.
o Rather than expending time calculating the difference we reach a common ground to maintain relationships.
Please provide an example of your oral communication skills.
- 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.
What are your thoughts on using e-mail as a form of communication?
- 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.
