Communication and Negotiation Flashcards
What is communication?
The exchange of information by speaking, writing or using another medium
What are some different types of communication?
- Verbal
- Non verbal
- Written
- Graphic
- Presentation
- Listening
Different communication methods?
- 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
Barriers to effective communication?
- Technical language
- Tone
- Clarity
- Language barriers
- Disinterest
- Bias
- Interruptions
How to effectively communicate with a client?
- 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.
What is a stakeholder?
Individual, group or organisation who are directly or indirectly involved/affected by a project or service.
Who are PCC stakeholders?
- Internal: People within the council such as ESOs, HOs, colleagues within the team.
- External: Public, residents, building control, statutory bodies.
What is a client?
Person or organisation using the services of another company or professional person
Example of when you have tailored communication?
Residents: Use simple language, with no jargon.
Managers and contractors: Professional manner, correct grammar.
How do you know if someone has understood what you have said?
- Repeat
- Eye contact
- Nodding
- Ask questions on understanding
Why is it important to ensure emails are professional and accurate?
- Email have some legal value and contracts can be formed on their basis
- Can me misinterpreted
- Data protection considerations
What is a report?
A piece of informative writing that uses facts and evidence to look at issues, situations, events or findings.
What is the format of a report?
- Cover page
- Table of contents
- Executive summary
- Introduction
- Discussion
- Conclusion
- Appendices
What is an executive summary?
Short summary of a report to acquaint the reader of the contents of the report without having to read the full report
Importance of spelling and grammar?
- Shows professionalism and competence
- Ensures the message isn’t misinterpreted
How do you communicate effectively in a team?
- Equal voice for all.
- Respect.
- No judgement on someone’s competence.
- Speak clearly.
- Open body language.
- Positive attitude.
How have you contributed in a team meeting?
- Taken minutes
- Provided progress updates
Structure of a presentation?
- Introduction
- Main body
- Conclusion, including summary
- Question time
How to deliver a presentation?
- Prepare and practice
- Eye contact
- Speak clearly
- Don’t read directly from the presentation
- Use media
- Factual
What is negotiation?
A discussion aimed at meeting an agreement
Example of when you have negotiated?
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.
What are the types of negotiation?
Competitive and principled
What is competitive negotiation?
- 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.
What is principled negotiation?
- Methodical approach to negotiation.
- Uses the parties interests to reach a mutually beneficial outcome.
- Uses an objective criteria, such as industry standards, for negotiation baselines.
- e.g. NEC 3 Type E contracts.
