Communication And Negotiation Flashcards
What are the 3 requirements of communication?
Communicator
Method
Recipient
What does communication mean?
Communication literally means ‘to share’ in Latin.
Exchange of information.
What are the considerations of communication?
Who is your target audience?
urgency required?
Do you need to record your communication in writing?
What is your intended message?
What are the methods of communication?
Written - reports, letters, emails, social media, books, magazines, online articles, blogs
Graphic - maps, drawn plans, sketch notes, designs, logos, branding, visualisations
Verbal - telephone calls, meetings, tenders, presentations, managing people, negotiationsN
on-verbal - body language, appearance, posture, eye contact, facial expressions, gestures
What are the barriers/constraints of effective communication?
Verbal - tone of voice, clarity, language barriers, what we don’t say (silence!)
Jargon/technical language - who is your audience, will they understand technical terms or do you need to use simple and use non-technical/lay language?
Emotional/cultural barriers
Recipient is disinterested or not paying attention
Timing of the communication
Physical barriers, e.g. arms folded, hand over mouth
Differences in perception/viewpoint
Prejudice/bias
Differing expectationsInterruptions - noise, physical distractions
Location - can’t physically meet in person
Attitude/mood
Poor listening skills
Assumptions/prior experience
Ambiguity
Context
How do you ensure you communicate effectively?
Active listening.
Clarity
Concise
Timing
Give me an example of when you have communicated effectively?
Following a Level 3 Building Survey I discussed the main points of my report with a client as they had little construction/property experience. I was able to elaborate on my report and surrounding issues by explaining some of the defects they had trouble understanding in simpler terms.
Tell me about a communication method you have used to communicate with a new client?
During COVID-19 we were able to be flexible with our communication and utilise microsoft teams to ensure appropriate updates were communicated.
Tell me about a communication method you have used to communicate with an opposing negotiating party?
During a project at Churchill House when an application for payment was received which was far superior than my valuation I utilised a telephone call to the contractor to discus the payment which was resolved over the telephone and we were able to agree my original valuation figure, this agreement mitigated a dispute arising.
Tell me about how you have communicated effectively in a report relating to a complex issue?
Leadwork - I identified lead pipework during my inspection and I advised of the deleterious material and provided my client with further reading and information from reputable sources.
Types of Negotiation tactics?
The below tactics need to carried out the same by both parties .. (.i.e. both distributive or both integrative - cannot have one of each)
Distributive negotiation - cards close to chest, going after the best offer, no benefit in creating a relationship.
Integrative negotiation - Based on developing relationships for the wider plan/picture, results look to favour on side, integrated approach, creating value for both sides.
How do you negotiate?
Understand the stake and what’s on the table.
Know the bottom line.
Focus on the bigger picture, don’t get stuck on one item.
Never accept the first offer.
Finally, negotiate the small deals before the big ones.
