Communication and Negotiation Flashcards
What skills do you need to communicate effectively?
- active listening
- clarity
- empathy
- emotional intelligence
- responsiveness
- body language
- ask questions
- non judgemental
How do you ensure that the freqency of communication is acceptable?
Ascertain/agree expectations with client.
set reminders
What are the different ways you can communicate with clients?
telephone
face to face
email
letter
body language
When would you choose to use written communication over verbal communication or a face to face meeting?
- agreeing terms
- important information
- follow up after a verbal communication
What barriers to effective communication have you come across?
cultural differences/accents
physical conditions (poor signal)
emotional factors
poor communication skills
jargon
Tell me about your negotiating style
dependent on the situation
compromise, collaborate and avoid
What is principled negotation?
a negotiaton method that focuses on collaboration and finding mutually beneficial solutions
What can be a barried to negotiating effectively?
lack of preparation
communication styles
emotional bias
time pressues
ethics
misunderstanding
poor listening
What would be a good way to faciliate negotations in your role?
preparation for negotiation
setting time frames
set open ended questions
Wy do you consder that discussing matters in person might be effective?
body language
person becomes a human rather than someone behind phone/screen
build report
What are the the alternatives to discussing matters in person?
video call
telephone call
Why can these face to face alternatives present challenges?
technology
lack of skillset
Tell me about how you communicate effecticely and responsibly using social media?
ensure content is not dishonest or misleading or discriminatory
ensure they comply with rules of conduct
What RICS guidance is social media set out within?
Use of Social Media Guidance for members effective 1st Sept 2024
How do you use visual media to communicate with clients?
photos showing inspections
graphs
Tell me about how you conduct yourself in negotiations
- professionally
- responsibly
- with due care and attention
- politely & respectfully
Tell me about how you ensure good communication.
- communicate in the style they most prefer
- follow up verbal communication with written
Tell me about an example of when you have negotiated effectively.
I negotiated with the agent of a water company when carrying out a compensation claim, I negotiated that rather than my client claim for severance of a relatively small area of land, the contractors leave the fence in place and provide gates to split the field which my client had wanted to do for some time
Tell me about how you have communicated effecitvely.
I was acting on behalf of an elderly lady in the sale of her house, she preferred telephone communication so that she could ask me questions as i explained things to her. i would follow up any important communication with a letter so that she could pass this to her acqaintance who was helping her
Give me an example of when you have communicated using a complex written report.
I provided a client with a development appraisal of 24 acres of pasture land that the client had bought as an investment. I included explained 2 options, providing cost, quotes and graphs for return on investment
Hurcott - How did you communciate the options to your client?
- written communication in a report
- use of graphs to show return on investment
- spreadsheets of costs
followed by teams call to discuss options
Hurcott- Why did you use the communication methods you used?
- Written communication - information was infront of them, they could think about proposal prior to verbal communication
- graphs showed the comparison between the different options
Tender - how did you communicate fairly during the tender?
- made sure communication was the same
- asked same questions to each applicant
- provided all applicants with the same information
Tender - How did you interrogate the proposals?
- how well they actually new their proposals
- ## prepared effectively - cross-referenced market averages and if they were different asked why/how
Tender - How did you record your views?
- written notices & ratings against each Q
