Communication and Negotiation Flashcards

1
Q

What is communication?

A

The exchanging of information by speaking, writing, or using another medium.

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2
Q

Which forms of communication are you aware of?

A

Verbal either in person or via telephone (presentations, public speaking etc).
Non-verbal such as body language, eye contact, gestures and appearance.
Written for example e-mails, letters, reports.
Graphical information such as charts, diagrams and tables.
Presentations.
Video conference.

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3
Q

Give an example of a time you have used negotiation?

A

To negotiate the final account on The Kenilworth. I did this by assessing my position and issuing my comments to the contractor.
This formed the basis for discussions and I negotiated the removal/reduction of certain works, and came to a conclusion that all parties were happy with.

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4
Q

What should you consider if you are to have a successful negotiation?

A

Whether the relationship or the outcome is more important.
If it’s the relationship, go for a win-win
If it’s the outcome, go for a win-lose

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5
Q

What are some advantages of written communication?

A

Complex/technical information can be communicated via drawings/diagrams etc.
Creates a record of communication.
Information can be circulated to multiple parties.

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6
Q

What are some disadvantages of written communication?

A

Unclear whether the recipient has received the message.
You will not know if the recipient has understood the message.
It is much harder to ask questions and gain clarity.

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7
Q

What are the barriers to effective communication?

A

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.
Interruptions and distractions.
Background noise pollution.
Poor call quality.

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8
Q

Examples of good written communication?

A

The message is short and precise.
Clear and easy to understand.
Well structured.
Recipient understands the message.

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9
Q

Name the types of body language?

A

Passive
Assertive
Aggressive

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10
Q

Covid & brexit impacts on communication and negotiation?

A

All online now.
Mediation & conciliation remotely.
More importance on clear concise communication to avoid conflicts.

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11
Q

What is negotiation?

A

Discussions to reach a compromise or agreement.

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12
Q

What would indicate the success of a negotiation on a final account?

A

Both parties come away happy, costs agreed and within the client’s budget.

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13
Q

What do you need to think about before entering a negotiation?

A

To what level I am authorised to negotiate.
Do I have sufficient facts and information.
The character of the person I am negotiating with.
What I want the outcome to be.
Areas I am willing to compromise.

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14
Q

What makes a successful negotiation?

A

Preparation and collating supporting documentation. Possible SWOT analysis.
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.

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15
Q

What is your negotiating style?

A

It depends on the situation, but if there is a strong case for the client then I would aim to get the best deal. However, I aim to be collaborative to find a resolution.

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16
Q

When faced with a challenging negotiation, how do you conduct yourself in a fair and professional manner?

A

I always stay objective and try to find a resolution.
I am always respectful and aim to understand their position.
If the conversation becomes heated, it may be in your best interest to walk away and resume the negotiation at a later date.

17
Q

What happens during a negotiation meeting?

A

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 honour 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.

18
Q

What is a ‘without prejudice’ offer?

A

Statements that are made in a genuine attempt to settle a dispute cannot be used in court as evidence or against the party that made them.

19
Q

What type of negotiator do you believe you are?

A

It depends on the situation at hand. If I feel like there is a strong case for my client then I will adopt a competitive approach. However, most of the time I will adopt a collaborative approach to come to an agreement that both parties are happy with.

20
Q

What is the difference between effective and efficient communication?

A

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.

21
Q

L1 - What are the various negotiating techniques?

A

Competition (win-lose)
Collaboration (win-win)
Compromise (split the difference)
Accommodation (lose-win
Avoidance (lose-lose)

22
Q

L1 - Which negotiating technique do you favour?

A

It depends on the situation, but I would tend to want to come to a resolution that both parties are happy with. Collaboration.

23
Q

L1 - How do you prepare for a negotiation?

A

Ensure you have sufficient facts and information.
Understand the character of the person you are negotiating with.
Understand areas that you are willing to compromise and understand what you want the outcome to be.

24
Q

L1 - Can you be open and honest when negotiating a Final Account?

A

Yes, being open and honest is the best course of action. You do not want to mislead others.

25
Q

L1 - How do you change your negotiating style when dealing with clients, contractors and colleagues?

A

I act professionally at all times and therefore my style does not alter as such. Although, I do not have to record conversations with colleagues in writing, unless it is project specific.

26
Q

L1 - What factors would you consider before commencing a critical negotiation?

A

I would consider the areas that I was willing to compromise, as well as understanding what I wanted the outcome to be.

27
Q

L1 - How would you structure a professional report?

A

I would structure a professional report in a way that was understandable for everyone.

28
Q

L1 - What would you consider before delivering a technical presentation to client team?

A

I would consider whether the presentation would be understandable to lay people and whether it would need to be adjusted to suit those with a lesser technical understanding.

29
Q

L1 - Can you give me examples of different negotiation styles you may employ dependent upon the particular issue at stake?

A

If I felt like there was a strong case of my client then I would adopt a competitive approach. Alternatively, if I wanted to find a resolution with the opposing party then I would consider collaborative approach.

30
Q

L1 - What current challenges is Covid and/or Brexit bringing to Communication & Negotiation?

A

Cost of labour, cost of materials etc have led to increased costs which has made negotiating more difficult.
Everything is now online, importance of effective communication to ensure your point is understood.

31
Q

L2 - RLB – in what format are these meetings held?

A

They have been held informally. Occasionally with the contractor running through their progress report first, which would lead to questions around cost.
However, I have also been part of meetings with the client team where I have delivered an update on the project finances, running through the financial statement.

32
Q

L2 - RLB - How do you prepare yourself for these meetings?

A

I prepare myself for the meetings by understanding all the facts and information in relation to cost. If running through a financial statement I would understand the position of the cash flow, current expenditure, including variations and anticipated variations.

33
Q

L2 - Project Zeta – you state a successful negotiation was required, what do you mean by this and how do you judge how successful you have been?

A

By successful negotiation I mean finding a resolution that both parties are happy with. I would judge how successful I have been by being under the client budget and the client being happy with the resolution.

34
Q

L2 - Please explain the style and detail and quantum of recent significant negotiations that you have been involved in?

A

I have recently been involved with a negotiation on a Toby Carvery project in Huddersfield. The contractor had claimed for works that exceeded the clients budget so I analysed my position on the works before negotiating.
I felt like the contractor had over claimed and therefore adopted a competitive approach to ensure the correct outcome for the client. The cost was reduced to below the clients budget, ensuring a positive outcome.