Communication and Negotiation Flashcards
What are Methods of Communication?
Oral - Calls, meetings, presentation
Written - Emails, reports
Visual - Charts, Images, Videos
How have you developed your Verbal and Written Communication?
Since joining CBRE, I have developed skills through engaging in telephone and email correspondence, external surveys dealing with wide range of diverse clients and general public.
I have also attended CPD activities such as CBRE Presentations workshop to enhance my communication skills.
Seeking feedback from colleagues
Describe how you managed a difficult client?
CMK
I listen to the clients demands, understood their concerns and subsequently reached an agreeable solution
Active listening, empathy and remaining calm and profession helps resolve conflicts and manage difficult situations
Explain what your learnt on you learnt on your Presentation workshop?
I learned about Understanding the audience needs, structuring and preparing presentations, managing nerves and appear confident. We did this by:
Began 1 min talk on something your’re passionate about, which was recorded.
We then reviewed it without audio and only listening to the audio
Discussed how to structure presentation and understand the audience needs
Had lunch and did a 5 min presentation on the same topic to see how we improved
Good negotiation skills?
Understanding the clients objectives before negotiating
Detailed research and preparation such as SWOT Analysis
Being open and transparent
Actively listen
Maintain good communication always
Knowing when to walk away
When have you negotiated
Horsway Park Retail Park, Oxford
This client questioned why this survey was more than a previous one I had done for them. I explained that because this was for an MBS rather than a Internal Area Plan he was referring to, it was of higher accuracy, longer processing and required control.
It’s always important to know all the facts before jumping straight onto it, which is why I carried out research on the specific project he was referencing and referred to Measured Surveys of land, buildings and utilities 3rd edition 2014 for specific facts.
What should you do to prepare for a negotiation?
Know the clients objectives
Use evidence to support facts
Know when to walk away / best position has been reached
Collaborate with the other side
What are the benefits of good communication?
This is key for building trust with the other side
In return, repeated business and promotes positive relations
Disputes can arise from miscommunication
What is an example of good communication?
JPMC
Whilst working in California, my clients back in the UK were 8 hours ahead. Therefore to maintain good communication with them I would schedule calls at 6am to address concerns and provided updates to them. I also implemented a live tracker like the CMK one which I updated after every site visit so they could monitor progress at their own time.
What is a negotiation?
Involves a discussion between two parties with the goal of finding a mutual agreeable solution
What are different styles of verbal communication?
Assertive
Aggressive
Passive
Passive aggressive
