Communication and Negotiation Flashcards
What is communication?
The imparting or exchanging of information, either orally, written or by some other medium
What are the types of communication?
- Verbal
- Non verbal, expressions, gestures etc
- Written
- Visual, graphs, tables, signs etc
What are the advantages of written communication
- Can be distrubted to multiple people simultaniously or otherwise
- Formal record that can be referred to at a later date
- Can explain technical or complicated issues concisely
- A reliable way to formalise verbal agreements
What are the disadvantages of written communication?
- Less personal, dificult to portray emotional context
- Not always clear if information is received
- The language/tone can be misinterpretted, leading to ambiguity or dispute
- Can not guage the receipients response or if correctly understood
What constitues good communication
- Information is clear and concise
- Detail and grammar is appropriate for the intedned receipiant
- Contains visual aids as appropriate to help enhance understanding
- Information is well structured with a clear conclusion or call to action.
What are some of the barirers to communication
- Language differences
- Cultural differences
- Cross messages, body language and tone does not mirror the content
- Being to emotive
- Use of jargon and acronyms
- Physcial considerations such as surrounding environment, individual disability, visual obstruction
What is meant by body-language? Provide some examples.
Non-verbal communication that portrays an emotional or reactive response.
- Passive; deflated posture, no eye contact, soft tones
- Assetive; relaxed friendly facial expression, comfortable spacing, combining non-agressive hand gestures with speech
- Agressive; tense, disapproving facial expression, crossed arms or clenched fists, invading space, loud
What is negotiation?
The process of forming a compromise or agreement between two parties with opposing opinions.
What are some considerations before entering negotiation
Can I substantiate my opinion with facts?
Compilation of evidence
Consideration of the opposing view
Consideration of the opposing person(s)
What is my goal and what am I prepared to concede/compromise on?
What am I authorised to do?
How will the negotiation be structured?
What are some considerations during a negotiation
Remain open minded and focussed on achieving a resolution
Avoid emotional responses
Stick to the facts, do not make any assumptions
Keep a detailed record of everything discussed and agreed
Avoid agressive behaviour, listen and allow a forum for opposing views to be heard
Provide an example of when you have conducted a successful negotiation
I successfully negotiated the final account on Albion Street. I did this by assessing the contractors position and providing comments and substantiation to support my own position ahead of meeting to negotiate.
I was able to have frank and open conversations with the contractor having built a good working relationship and mutual respect over the course of the project works.
Having also maintained good communication and acurate cost reporting with the client, I was also enpowered to agree compromises within a set range agreed with the client in advance.
This allowed a fluid negotiation to reach a result amenable for both parties.
What are some barriers to successful negotiation?
- Lack of trust
- Missing or inaccurate information (poor planning)
- Cultural/Language differences
- Poor communication
- Historical conflict
- Overly emotive responses
What is meant by the term ‘without prejudice’?
Means any statements made in a genuine attempt to reach an agreement can not later be relied upon to settle a dispute in court.
