Communication and Negotiation Flashcards
Explain some barriers to effective communication
a. Verbal
b. Technical language
c. Prejudice/bias
d. Interruptions
Who are PCC stakeholders?
a. Internal: Services managers, housing officers, ESOs
b. External: General public, residents, building control or statutory bodies
What is a client?
Person or organisation using the services of another company professional
How do you know if someone had understood what you have said?
a. Acknowledging your words
b. Ask them if there was anything they didn’t understand
What is report and what is a report format?
a. A report is a piece of informative writing that uses evidence to look at issues, events or findings.
i. Cover page
ii. Table of contents
iii. Executive summary
iv. Introduction
v. Discussion
vi. Conclusion
vii. Appendices
How do you effectively communicate in a team?
a. Treat everyone with respect
b. No judgement about their competence
c. Open body language
d. Positive attitude
e. How have you contributed to a team meeting?
f. Joined in with discussions and gave my input in AMS meetings/gave updates of AMS team within projects team meetings
How do you deliver a presentation?
a. Look at the audience
b. Speak clearly
c. Do not read from the presentation
d. Be factual
e. Rehearse
Why must you take care when communicating via email?
a. As they have the same legal value as in writing, contract can be created
b. Can be interpreted in many ways if you use the wrong tone
c. Data protection - ensure the email is to the correct person
What are the types of negotiation?
a. Competitive:
i. Used to reach an agreement quickly for short term agreements
ii. Make a very low offer and raise your offers gradually while weaving in other issues
b. Principled:
i. Methodical, non-emotional approach using the both party’s interests to reach an agreement that’s mutually beneficial
ii. Use an objective criteria as a baseline for negotiations such as industry standards
What is the process of a negotiation?
(PDTTC)
a. Prepare - Understand tradables, what you want and fall-back solutions
b. Discuss - Initial discussions with other party, understand their tradables, decide if willing to trade
c. Test - Offer up tradables, see what they are willing to give, identify the solution
d. Trade - Form a trade based on what you have decided on
e. Close - Formal written agreement about what has been decided
What are good negotiation skills/how to prepare?
a. Detailed research and preparation
b. Know your tradables
c. Have a good record of anything discussed during the negotiation
d. Always have a fall-back solution
e. Having a good, positive attitude
f. Ensure the agreement has been confirmed and formalise ASAP
How do negotiations break down?
a. Inflexibility
b. Win/lose mentality
c. Aggressive communication skills
What type of negotiation does PCC use?
Principled - built on mutual trust with the service provider
