Communication and Negotiation Flashcards
What forms of communication are you aware of?
Verbal - in person, telephone
Non-verbal - body language, eye contact, appearance, gestures
Written - emails, letters
Graphical information - charts, diagrams, tables
Presentations
Video conference
What are the barriers to effective communication?
Verbal mono tone delivery or unclear delivery of speech
Over use of technical language that may not be understood by clients
Emotionally charged/heated conversations when parties are unable to listen
International language barriers
Disinterest and boredom
Prejudice
Bias
Interruptions and distractions
Poor quality calls
Poorly maintained and adversarial relationships
Please provide an example of your oral communication skills.
For an asset valuation in Lee Mill Industrial estate, I spoke to the client on the phone to get some more information in regard to the property. The clients preferred method of communication was on the phone so I ensured I provided regular updates verbally.
What are your thoughts on e-mail as a form of communication?
Emails carry the same legal value as a letter and contracts can be inadvertently created by email. We must therefore be very careful with regards to the content and form of the email communication. I am always sure to communicate in a professional manner even if the other parties do not.
Please explain to me your approach when negotiating in challenging circumstances?
In the first instance I will 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 steps I will then arrange a meeting to discuss, where I will listen to all opinions and evidence provided.
What makes a successful negotiation?
Preparing and collating supporting documentation.
Allowing each party to present their case.
Identification of bargaining positions and politely making proposals.
Confirmation in writing of the meeting and any notes of any actions that need to be taken and by whom.
Confirmation of next steps to bring the negotiations to a close.
What are the keys steps when preparing for a negotiation?
- Claim notification - parties notified of what claim items are being sought / general setting of scene
- Internal research and preparation
- Organisation of the meeting
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
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
