Communication and Negotiation

Question 1

What are different methods of communication?

Answer 1

• Oral (meetings, telephone conferences, talk with the client not at them)
• Electronic (texts, zooms, blogs)
• Written (emails, punctuation and use of paragraphs, letters, reports)
• Graphic (plans, sketch notes, charts, mind maps)

Question 2

How do you choose which type of communication to use?

Answer 2

Consider:
* Timeframe
* Sensitivity
* Confidentiality
* Audience – consider if not surveyor may not understand abbreviations used – keep language straightforward.
* Situation
* Subject

Question 3

Explain how different forms of communication can be more suitable than others, in different situations?

Answer 3

A legal matter of anything that may be required to be referred to in future would benefit from a paper trail such as emails etc. alternatively, if a party is particularly confrontational a phone call may be a better option to protect and safeguard the surveyor.

Question 4

How do you set out recommendations to your client in relation to offers?

Answer 4

I send them each offer along with an offer analysis. I then write recommendations, weighing up the pros and cons of each offer, concluding with my advice on how to proceed.

Question 5

Why is effective communication so important?

Answer 5

It enables good working relationships and provides a better standard of service

Question 6

Explain some typical negotiation skills?

Answer 6

• Preparation and collating supporting documentation
• Each party gets the chance to present their case in a calm forum
• Identify bargaining positions and make proposals
• Bargain on concessions and compensation to reach final proposal
• Agree and confirm the deal, confirm who does what

Question 7

How should you approach a negotiation?

Answer 7

• Approach
• Listen
• Document
• Anticipate compromise
• Leave your ego behind
• Be prepared
• Assertiveness
• Effective communication
• Reduce misunderstandings
• Preparation of evidence – clear, well recorded, accurate

Question 8

What are different styles of negotiation?

Answer 8

• Competing
• Compromising
• Collaborating
• Conceding

Question 9

Give some good negotiation skills?

Answer 9

• Agree client’s objectives and negotiating strategy prior to negotiation
• Detailed research and undertaking SWOT analysis
• Preparing your ‘win-win’ and fallback positions and areas of common ground
• Decide what points you can give on and what points are non-negotiable
• Understand other party’s position
• Create constructive environment for negotiations