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 a meeting with the agent ley appelant.
During negotiations I try to develop a partnering approach rather than an adversarial one.
My attitude and ethos is that the project must be correct.
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) General setting of the scene prior to the meeting. Working out what is the issue that requires negotiation.
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.
Non domestic proposals and negitiations for new non -domestic valuation and pre agreements
Please provide an example of your oral communication skills
I have been reguired to sit as a expert witness during LTC cases for both CT and Non domestic rate proposals.
- I have held site meetings with the project managers for new build developments to discuss various issues & inspect prior to placing properys on the council tax list.
- 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.
Can you please define what communication is?
The imparting or exchanging of information by speaking, writing or using some other medium
What are your views on email communication?
Need to take great care when sending e-mails
It is easy to release sensitive information to incorrect parties
Always take care to double check the recipients prior to issue
Even though e-mails appear less formal than written letters they can still have the ability to create contracts and form written instructions
What is a negotiation?
Discussions which are held to reach a compromise or agreement
Parties through an informal or facilitated negotiation process agree to settle a dispute
Concessions and non negotiable items of each party are discussed
Negotiations can be finalised either in line by line detail or at a high level
What would you do following a negotiation meeting where a verbal agreement was made?
I would look to formalise the verbal agreement as soon as possible
This would be achieved through issue of written correspondence setting out what was discussed and agreed at the meeting
Within the written communication I would request that the other party confirm agreement by written reply
If confirmation was not received I would follow up with a verbal call reminding them to confirm back in writing
What makes a successful negotiation?
Good preparation and discussion prior to the meeting with the client about the concessions and non negotiable items
Good record keeping and presentation of written instructions / costed breakdowns that have been received and recorded during the project
The meeting should be held in a calm environment where both parties are given the opportunity to speak without interruption
Take regular comfort breaks and time to review discussions in private with the client particularly in heated parts of the negotiation
Following the agreements within the meeting I would look to formalise these in writing as soon as possible to avoid any confusion around what has been agreed
