Communication and Negotiation

Question 1

Name some different communication methods.

Answer 1

verbal, non-verbal, written, graphic, listening, body language

Question 2

Name some different barriers to communication

Answer 2

jargon, hiding behind emails, disinterest, cultural differences, social distancing

Question 3

Can you give some different examples that can occur with barriers to communication

Answer 3

Hiding behind emails when urgent issue
Technical report client may not understand
Not listening may carry out a task incorrectly

Question 4

Can you please confirm ways in which you have reduced barriers and improved communication

Answer 4

regular meetings, company structure awareness, project directory, not just emails

Question 5

Define what a negotiation is?

Answer 5

Discussion aimed at reaching an agreement

Question 6

What methods can be implemented to achieve the aims of a negotiation?

Answer 6

• Plan how to start the negotiation
• Be honest
• Know your aims and any limits
• Choose a time and location that suits both parties
• Allow for some compromise
• Take big incremental jumps when compromising then as you are nearing your target take smaller jumps.

Question 7

How did you communicate effectively on your Styles House project?

Answer 7

• Regular meetings
• Spoke to client, contractor and TMO via phone and email
• Produced finishes schedules and schedule of works for review

Question 8

Can you provide an example of when you have negotiated effectively in your work?

Answer 8

• Latchingdon negotiation
• Appliance bay floor refurbishment Tender

Question 9

What should be included in the different levels of survey report?

Answer 9

Level 1 - condition survey
Level 2 - Homebuyer survey (w/ valuation)
Level 3 - Full building survey

Question 10

How can communication be improved? Please give examples of how you have carried this out on projects?

Answer 10

• Increased diversity to ensure communication to all
• Ensure people are not hiding behind emails
• Being as clear as possible in reports and not using excessive jargon
• Being as engaging as possible to ensure people are listening

Question 11

Give examples of times when you have used good communication.

Answer 11

• Deaf Centre
• Case study
• Appleford Court

Question 12

What is a TMO? What is their role?

Answer 12

Tenant Management Organisation.

It involves tenants taking responsibility for day-to-day management and repairs. They represent the views of the tenants.

Question 13

How did you communicate with the TMO for Kelsey Street?

Answer 13

Produced a SoW and finishes schedule to highlight appearance of TMO items.

Question 14

How do you contact the AO on party wall projects? Do you need permission?

Answer 14

As Agreed surveyor I contact the AO by phone with their permission to explain the process

As Building Owners surveyor I would contact through the Adjoining Owners surveyor

Question 15

What communication methods did you use for St Marks deaf centre?

Answer 15

communication through hand actions, mouthing words and writing down information

Question 16

Did you illustrate required works and requested items to the TMO and client?

Answer 16

• SoW highlighted which were requested, optional and TMO items
• Drawings to show locations of items, such as DSSO installation
• Sketches such as handrail heights

Question 17

Provide examples of some questions you are asked during conventions?

Answer 17

• Day to day role
• Apprenticeship
• Construction industry roles
• Salary
• Enjoyment
• RICS

Question 18

What sections should be included in a technical building survey report?

Answer 18

Executive summary, introduction, description, the issues, inspections, discussion, summary, appendix

Question 19

How did you communicate which works were necessary for the Styles House project?

Answer 19

Included sections for required (DSSO installation, fire stopping, kitchen fit out, handrails), desirable (external decs, retiling, threshold strip fitting) and TMO items (kitchen island counter, book shelving, shower curtain) within the SoW.

Question 20

Can you give me an example of where you have used your experience to determine the most appropriate form of communication

Answer 20

St Marks Deaf Centre.
Styles schedule of finishes.

Question 21

By what methods do you communicate a payment notice?

Answer 21

Written via email.

Question 22

What stages should you follow before undertaking a negotiation?

Answer 22

• Claim received
• Initial response and planning
• Preparation to meet
• Negotiation meeting

Question 23

What do you think about email communication?

Answer 23

• They have the same legal value than a letter and contracts can be inadvertly created by e-mail.
• We must therefore be very careful to the content and form of e-mail communication.
• There tends to be lax as they are perceived as informal.
• Always communicate in a professional manner even if other parties don’t.
• Make sure that you select the correct recipient and do not show others’ e-mail addresses without their consent.