Communication and Negotiation Flashcards
What are the different forms of communication?
*Verbal: in person, via phone, meetings
*Written: emails
Can you talk through some barriers to effective communication?
*Language barriers
*Over use of technical language
*Poor call quality and background noise
*Disinterest
*Unclear delivery of speech
What is a negotiation?
*Discussions which are held to reach a compromise or agreement
*Concessions and non negotiable items of each party are discussed
What are the key elements of a negotiation?
*Understanding the clients objectives and respecting the objectives of the other side
*Understanding where your client is prepared to give a bit and their fall back position
*Constructive environment and knowing when to walk away
What makes a successful negotiation?
*Good preparation and discussion prior to meeting
*Good record keeping
*Calm environment
*Following agreements made formalise in writing to avoid confusion and finalise what has been agreed
What methods of communication are best for each situation?
*Email for quick messages or following up with details on something more complex
*Phone call for explaining/discussing more complex points during a project
*Meetings for more structured feedback and report back
What strategies do you use to ensure clear and effective written communication?
Aim to use clear and concise language to avoid misunderstandings. Structure email/reports in a clear manner with headings and bullet points with clear font to support readability. Always proofread to eliminate any errors. Communicate verbally using a professional and respectful tone.
What is important to think about when you’re presenting?
*Body language and eye contact
*Clear speech and visual aids
How do you handle miscommunication in a professional setting?
I would identify the root cause of the miscommunication, clarify any misunderstandings, use written follow ups to document key agreement, encourage open and transparent communication, implement measures to prevent future miscommunication
Why is it important to have good written and verbal communication?
Avoids misunderstandings, collaborate effectively, resolve and avoid conflicts
How do you ensure all relevant stakeholders are engaged throughout the project?
*Regularly scheduled meetings and reports at each project stage
*Structured trackers and reports
*Clear documentation and sign off briefs to circulate decisions and feedback
Can you give an example of a situation where you had to negotiate between cost and design quality?
We had feedback from the operations team around wear and tear of reception furniture over a period of time and it was worth going for a higher quality piece in a hard wearing fabric, we had originally wanted furniture to be more budget friendly but we considered the cost of this change along with the functionality perspective and decided to incorporate this into the design
How do you handle conflicting stakeholder feedback when making design decisions?
*Prioritise feedback based on project objective, budget, aesthetics etc.
*Align final decision with business and project goals
How do you maintain transparency in project reporting?
*Monthly progress reports that cover key performance indicators.
*Indicators align with business plan objectives
*Ensure the reports have readability, accessible and reviewed
