Communication and Negotiation Flashcards

1
Q

Which forms of communication are you aware of?

A
  • 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.
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2
Q

What are the barriers to effective communication?

A
  • Verbal mono tone delivery or unclear delivery of speech.
  • The over use of technical language that may not be understood by lay clients.
  • International language barriers.
  • Prejudice/ Bias.
  • Background noise or badquality communication
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3
Q

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

A
  • 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
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4
Q

What makes a successful negotiation?

A
  • 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.
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5
Q

What happens during a negotiation meeting?

A
  • 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
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6
Q

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

A

During the negotiation of the Heads of Terms (HOT) for the disposal of a self-build site in Guilden Morden, the purchaser requested additional land to square off his plot. Through effective negotiation and advice to my client, I arranged an additional payment for the land for my client.

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6
Q
A
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7
Q

Please provide an example of your oral communication skills

A

I have been responsible for providing a number of professional presentations including interviewing for promotion sites.

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8
Q

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

A

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.

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9
Q

Mentioned in summary of experience

Can you give an example of where you have demonstrated Effective Communication Skills?

A

I met an elderly client who I produced a marketing appraisal for in Doddington, Cambridgeshire. This was essential to ensure she understood all the figures and why I was suggesting selling the site in two lots.

I followed up with an email to summarise discussion and outline next steps.

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10
Q

How would you prepare for a negotiation?

A
  • Agree with your client’s objectives and negotiating strategy before starting the negotiations
  • Detailed research and preparation
  • Deciding what points you can concede on and which are non-negotiable
  • Understand the other party’s position
  • Develop a partnership/collaborative approach, rather than an adversarial approach
  • Walk away when you need to
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11
Q

What makes effective communication?

A
  • Clear
  • Concise
  • Complete
  • Courteous
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12
Q

How have you been able to improve your oral and written communication skills?

A
  • Business meetings with clients
  • Working collaboratively with other parts of the business
  • Writing reports
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13
Q

What are key ways to improve collaboration in a team?

A
  • Establish team goals
  • Communicate expectations
  • Encourage cohesion between team members
  • Leverage team member’s strengths
  • Recognise and encourage collaborative behaviour
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14
Q

Why would it be beneficial to have greater diversity in the industry?

A

Greater talent pool
Increased innovation

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15
Q

What is the RICS doing to encourage diversity?

A
  • RICS launched the Inclusive Employer Quality Mark (IEQM) for firms to sign up to
  • Achieved gender parity on the Global Executive Team
  • Setup diverse working groups e.g. LGBT+
  • Collecting demography data
16
Q

Mentioned in submission

What are the five stages of a negotiation ?

A
  1. Prepare
  2. Define the ground rules
  3. Clarify
  4. Bargain
  5. Conclude