Communication and Negotiation Flashcards
Can you define what communication is?
Exchanging / imparting information by speaking, writing or other medium
What are the different ways you communicate with your team?
Oral
- Calls, meetings (reporting at, facilitating, chairing), presentations (client/staff), interviews, public speaking, listening skills
Non verbal
- Body language, eye contact, gestures, appearance
Written/Graphical
- Letters, memos, emails, reports, tender/contract documents, programmes, drawings, specs
Advantages of written communication?
- Complex / technical info can be communicated with drawings, diagrams, charts etc.
- Record kept of communication
- Formalise verbal agreements
- Can be circulated to multiple parties quickly
Disadvantages of written communication?
- Language used may not be understood by all parties
- Takes longer to draft and agree
- Less confidentiality
Examples of good written communication?
- Message short, clear, easy to read/understand
- Well structured with intro, substance, conclusion
- Charts/diagrams/pictures to enhance meaning
- Recipient understands without ambiguity
- Accessibility considerations (no specialist language, acronyms if not required, colours)
How would you effectively chair a meeting?
- Set agenda, keep meeting on track, keep minutes
- Prepare in advance, have any documents/info/visuals readily available
- Punctuality
- Give everyone opportunity to speak and contribute
- Understand body language
Difference between effective and efficient communication?
- Efficient = info presented concisely, less effort and waste
- Effective = accomplishing a purpose, producing intended / expected result
Barriers to effective communication?
- Difference between verbal and non-verbal (body language doesn’t match words)
- Individual perceptions, prejudice, bias
- Body language can distract people if used ineffectively
- Language/cultural/time/location differences
- Unclear/ambiguous tone
- Language that is too technical/specialist
- Emotionally charged conversations- parties unable to listen
- Disinterest, boredom
- Poor call quality, background noise
- Poorly maintained/adversarial relationships
What is meant by body language? Any examples?
- Non-verbal communication that can carry messages itself
- i.e. crossing arms can come across as defensive
- Can tell if contractor / side is being influenced by higher ups- don’t necessarily talk with confidence/conviction in argument
Types of body language?
- Passive; defeated, over-apologetic, understating, no eye contact
- Assertive; relaxed, balanced, firm but friendly, maintain comfortable distance
- Aggressive; tense, invading space, clenched fists, loud
Please provide an example of your communication skills
- Presentation skills
- Holding site meetings with client/contractor, negotiating contract sum/conditions/changes
- Day-to-day, phone calls, video calls, meetings, in office
Please provide example where you have tailored content of presentation to audience?
- On xx project where client had limited construction experience I ensured I clearly understood processes, no abbreviations and ensured they felt comfortable asking questions
- On xx project where client had substantial experience, walking them through in clear way with different colours to highlight recurring themes
What are your thoughts on using email as a form of communication?
- Same legal value as a letter, can inadvertently create contracts
- Must be careful regarding content
- Can be perceived as informal, easy to become complacent
- Ensure to communicate in professional manner, polite, unambiguous tone (no sarcasm)
- Ensure I select correct recipient, not sharing email addresses without consent
- Blind copying can pose a question on the ethical side of the action - can be dishonest or misinformative
- Can ensure the message is understood by following up / preceding with a phone call
What is negotiation?
Discussions to reach a compromise/agreement. Can be informal / facilitated process to agree to settle dispute either at high level / in detail
What could indicate success of a negotiation on a final account? / What defines a successful outcome?
- Both parties come away happy, costs agreed and within client’s budget
- Clearly defined outcome, all parties have had the opportunity to present their case
What key things do you need to think about before entering negotiation?
- What level I’m authorised to negotiate (i.e. up to £xx)
- My (and client) red lines
- Sufficient facts and information
- Character of the person I’m negotiating with
- What I want the outcome to be
- Negotiation structure
- Areas I’m willing to compromise
What steps are there when preparing for a negotiation?
- Internal research, prep
- Identify non negotiable items
- Organise meeting at convenient time, location, flexibility in schedule
What is your negotiating style?
Depends on situation. If a strong claim for client I would aim to get best deal, but I aim to be collaborative, reasonable and endeavour to find resolution
When faced with a challenging negotiation, how do you conduct yourself in a fair and professional manner?
- Stay objective as possible, enter negotiation intending to find resolution
- Undertake detailed research, collate supporting documentation/substantiation
- Undertake work ethically, to required standards
- Discuss internally with senior, client, project team for items that can be conceded
- Respectful to other party, aim to understand their position so less adversarial
- Winning project- all have this same common goal, rather than winners and losers
Give an example when you successfully negotiated?
- Final account on xxx
- Assessed my position, advised client of this and ensured I understood their budget and limitations
- Brought supporting documentation
- Discussion with contractor, both presented our positions calmly, politely, settled at figure palatable to both parties
- Formed good working relationship with contractor throughout project, communicated clearly and respectfully which helped with negotiation
- Confirmation in writing on what was agreed in meeting, any actions, next steps to bring negotiations to a close
- Can consider variation costs, i.e. if item was not priced in original costs but unclear communication
Main barriers in negotiation?
- Lack of trust, information, emotional intelligence
- Cultural differences
- Communication problems
What is a ‘without prejudice’ offer?
- Party’s admission to something that cold be used against them in court
- Without prejudice rule means statements made in genuine attempt to settle dispute can’t be used in court as evidence of admissions against party that made them
What happens during a negotiation meeting?
- Both parties should be allowed to discuss position, reasoning for this position
- Maintaining professionalism, calm, act with respect and courtesy
- Calm setting
- Both parties honor agreements reached for benefit of the project
- Put in writing negotiated items ASAP
Types of negotiation strategies?
- Competitive (win/lose)
- Collaborative (win/win)
- Accommodation (lose to win)
- Avoidance
Please provide an example of when you had to handle difficult negotiations
XXX
Please provide an example of communication strategies you have adopted from colleagues.
What industry updates did you provide when presenting on RCAs?
What do you do when you chair commercial sections of meetings?
How do you negotiated variation claims?
