Communication and Negotiation

Question 1

What forms of communication are you aware of?

Answer 1

• Verbal either in person or telephone
• Non-verbal such as body language, eye contact, gestures and appearance
• Written, for example emails 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 monotone 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 claims
• 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 information
• 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 will need to be actioned and by whom
• A confirmation of next steps to bring the negotiations to a close

Question 5

What happens during a negotiation meeting?

Answer 5

• 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 honour 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 6

What are your thoughts on using email as a form of communication?

Answer 6

• Emails carry the same legal value as a letter and contracts can be inadvertently created by email
• Must be careful with regards to the content and form of the email communication
• When issuing emails 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 email addresses without their consent

Question 7

What is an information barrier?

Answer 7

Physical and/or electronic separation of individuals within the same firm that prevents confidential information passing between them.

Question 8

How do you communicate effectively in a report relating to a complex issue?

Answer 8

This is dependent on the client and there level of knowledge. I would detail all of the information using plain English to avoid confusion and visual aids if required.

Question 9

What method of communication do you use when negotiating with an opposing party?

Answer 9

• Various methods of communication are used
• Initial discussions done via letter and email.
• A face to face meeting if possible
• Evidence exchanged and discussed via email then telephone conversations used when information needed to be discussed in depth.

Question 10

What communication method do you use with a new client?

Answer 10

This is dependent on the client and the method of communication required. I prefer to have an audit trail (as I’m sure the client does also) and therefore would start with written communication i.e email or letter, unless client informs me otherwise.

Question 11

What is communication?

Answer 11

The imparting or exchange of information by speaking, writing or other medium

Question 12

What is a negotiation?

Answer 12

A discussion held between parties to reach a compromise or agreement to settle a dispute

Question 13

What are the four communication styles?

Answer 13

Process-oriented
- focused on and reassured by details, processes and their implementation

People-oriented
- focused on relationships with the audience, sensitive to the emotional environment

Action-oriented
- focused on reasoning, projects, in concrete terms, goes straight to the point

Idea-oriented
-focused on concepts, theories, innovation and creativity