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Level 1 Competencies > Communication and Negotiation > Flashcards

Communication and Negotiation Flashcards

1
Q

What is communication?

A

The exchange of information by speaking, writing or using another medium

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2
Q

What are some different types of communication?

A
  • Verbal
  • Non verbal
  • Written
  • Graphic
  • Presentation
  • Listening
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3
Q

Different communication methods?

A
  • Informal and formal communication?
  • Dependent on the environment, e.g., talking in the office would be less formal than in a meeting room.
  • Dependent on the recipient, e.g., when speaking to residents you would use less technical language than your peers
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4
Q

Barriers to effective communication?

A
  • Technical language
  • Tone
  • Clarity
  • Language barriers
  • Disinterest
  • Bias
  • Interruptions
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5
Q

How to effectively communicate with a client?

A
  • Tailor to the recipient.
  • Speak clearly and calmly.
  • Frequent meetings.
  • Take minutes.
  • Follow up verbal communications with an email.
  • Use an action log.
  • Be transparent.
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6
Q

What is a stakeholder?

A

Individual, group or organisation who are directly or indirectly involved/affected by a project or service.

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7
Q

Who are PCC stakeholders?

A
  • Internal: People within the council such as ESOs, HOs, colleagues within the team.
  • External: Public, residents, building control, statutory bodies.
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8
Q

What is a client?

A

Person or organisation using the services of another company or professional person

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9
Q

Example of when you have tailored communication?

A

Residents: Use simple language, with no jargon.

Managers and contractors: Professional manner, correct grammar.

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10
Q

How do you know if someone has understood what you have said?

A
  • Repeat
  • Eye contact
  • Nodding
  • Ask questions on understanding
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11
Q

Why is it important to ensure emails are professional and accurate?

A
  • Email have some legal value and contracts can be formed on their basis
  • Can me misinterpreted
  • Data protection considerations
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12
Q

What is a report?

A

A piece of informative writing that uses facts and evidence to look at issues, situations, events or findings.

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13
Q

What is the format of a report?

A
  • Cover page
  • Table of contents
  • Executive summary
  • Introduction
  • Discussion
  • Conclusion
  • Appendices
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14
Q

What is an executive summary?

A

Short summary of a report to acquaint the reader of the contents of the report without having to read the full report

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15
Q

Importance of spelling and grammar?

A
  • Shows professionalism and competence
  • Ensures the message isn’t misinterpreted
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16
Q

How do you communicate effectively in a team?

A
  • Equal voice for all.
  • Respect.
  • No judgement on someone’s competence.
  • Speak clearly.
  • Open body language.
  • Positive attitude.
17
Q

How have you contributed in a team meeting?

A
  • Taken minutes
  • Provided progress updates
18
Q

Structure of a presentation?

A
  • Introduction
  • Main body
  • Conclusion, including summary
  • Question time
19
Q

How to deliver a presentation?

A
  • Prepare and practice
  • Eye contact
  • Speak clearly
  • Don’t read directly from the presentation
  • Use media
  • Factual
20
Q

What is negotiation?

A

A discussion aimed at meeting an agreement

21
Q

Example of when you have negotiated?

A

HVR reports - questioned the 50% uplift on the cost of the reports to the year previous. Negotiated having the reports returned prior to the 4 week turnaround time.

22
Q

What are the types of negotiation?

A

Competitive and principled

23
Q

What is competitive negotiation?

A
  • Used to reach an agreement quickly for short term agreements.
  • Make a low offer (lower than you would accept yourself), raise gradually whilst weaving in other issues.
24
Q

What is principled negotiation?

A
  • Methodical approach to negotiation.
  • Uses the parties interests to reach an agreement.
  • Mutual gain for both parties to find beneficial outcome for both.
  • Using an objective criteria, such as industry standards, for negotiation baselines.
  • e.g. NEC 3 Type E contracts.
25
Q

Process of negotiation?

A
  • Prepare
  • Discuss
  • Test
  • Trade
  • Close
26
Q

Describe each step in the process of negotiation

A
  • Prepare: Understand tradables outcomes, and fall-back solutions.
  • Discuss: Initial discussions with other party, understand their tradables.
  • Test: Offer up tradables, see what they are willing to give, identify the solution.
  • Trade: Formally trade what you have decided on
  • Close: Formal written agreement about what has been decided in writing ASAP
27
Q

Why do negotiations break down?

A
  • Inflexibility
  • Closed mindedness
  • Win/Lose mentality
  • Aggressive communication skills
28
Q

What type of negotiation does PCC use?

A
  • Principled
  • E.g. NEC 3 Option E
  • Long term partnerships build on mutual trust
  • JCT contracts are more one sided
29
Q

Why does PCC use principled negotiations?

A
  • Long term partnerships build on mutual trust.
  • Looks for mutual benefits for both parties.
  • Allows PCC to stay unbiased and make better decisions.
30
Q

How to prepare for principled negotiation?

A
  • Research on other party
  • Know your own tradables.
    Have up to date data to present as necessary.
  • Record discussions.
  • Don’t create unrealistic expectations.
  • Have a fall back solution.
  • Positive attitude.
31
Q

What do you do once an agreement has been made in a negotiation?

A

Formalise agreement in writing ASAP with agreement from the other party.

32
Q

How to deal with difficult people?

A
  • Don’t react or strike back.
  • Remain calm.
  • Reframe their ideas.
  • Actively listen to understand their view.
  • If needed, remove yourself from the situation.
33
Q

What are the benefits of negotiation?

A

Less likely to run into disputes which saves time and money

34
Q

Why would one form of negotiation be used over another?

A

Competitive Negotiation is used when parties seek to maximise their own gain, often at the expense of the other side. It’s common in one-time deals.

Principled Negotiation is used when both parties aim for a fair, mutually beneficial outcome. Ideal for long-term relationships.

Level 1 Competencies (6 decks)

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