Communication and Negotiation Flashcards
What is communication?
The imparting or exchanging of information by speaking, writing, or using some other medium.
What are the different ways you communicate with your team?
Oral communication:
- Phone calls
- Reporting at meetings
- Chairing meetings
- Client presentations
- Public speaking at seminars
Written / Graphical communication:
- Emails
- Letters
- Reports
- Minutes
- Programming
- Drawings and specifications
Please provide some advantages of written communication.
- Complex / technical information can be communicated with drawings, diagrams, charts etc.
- Creates a record of information
- Good way to formalise verbal agreements
- Information can be circulated to multiple parties very quickly
Please provide some disadvantages of written communication.
- It may be unclear if the recipient has received the communication
- Language / tone may not be familiar or acceptable to the recipient
- It is much harder to ask questions and for someone to clarify the communication
- You will not know if the recipient has understood the message
Give examples of good written communication.
- The message is short and to the point.
- Clear and easy to read and understand.
- Well structured intro, substance and then conclusion.
- Use of charts, pictures, diagrams to enhance meaning.
- The recipient understands the message without ambiguity.
If you chair a meeting, how do you make it effective?
- Set an agenda and keep the meeting on track
- Prepare for it in advance, have documents, information and visuals ready
- Be punctual for the meeting
- Take minutes
- Give everyone the opportunity to speak and contribute
- Understand body language
What is the difference between effective and efficient communication?
Efficient communication - information presented in a clear and concise manner, reducing effort and waste.
Effective communication - to accomplish a purpose; producing the intended or expected result.
What are the barriers to communication?
- Difference between verbal and non-verbal - you say something but your body language does not give off the same symbols.
- Individual perceptions
- Body language can distract people
- Language or cultural differences
- Different time zones or locations
Explain what is meant by body language and give examples.
- Non verbal communication that can often have hidden messages
- It is usually the body doing the talking, e.g. crossing your arms when talking can project a defensive or reluctant message.
Name the types of body language and briefly explain.
Passive - defeated, over-apologetic, no eye contact
Assertive - firm but friendly, relaxed and balanced, maintaining a comfortable distance
Aggressive - tense, invading space, loud, clenched fists.
What could indicate the success of a negotiation on a final account?
Both parties come away happy, costs agreed and within the client’s budget.
What is negotiation?
Discussions to reach a compromise or an agreement.
What key things do you need to think about before entering a negotiation?
- To what level I am authorised to negotiate
- My client’s red lines
- Do I have sufficient facts and information
- The character of the person I am negotiating with
- What I want the outcome to be
- Areas where I am willing to compromise
- The structure of the negotiation
What is your negotiating style?
It largely depends on the situation. If there is a strong case for the client then I would aim to get the best deal, however, I aim to be collaborative and endeavor to find a resolution.
When faced with a challenging negotiation, how do you conduct yourself in a fair and professional manner?
- I always stay objective and enter the negotiation with the mindset of finding a resolution
- I carry out my work ethically and to the required standards
- I am always respectful to the other side and try to understand their position
