Communication and Negotiation L2 Flashcards
Which forms of communication are you aware of?
- Verbal either in person or via telephone.
- Non-verbal such as body language, eye contact, gestures and appearance.
- Written for example e-mails and letters.
- Graphical information such as charts, diagrams and tables.
- Presentations.
- Video conference.
What are the barriers to effective communication?
- Verbal mono tone delivery or unclear delivery of speech.
- The over use of technical language that may not be understood by lay clients.
- International language barriers.
- Prejudice/ Bias.
- Background noise or badquality communication
Please explain to me your approach when negotiating in challenging circumstances?
- In the first instance I undertake detailed research on the matters under consideration and form an
opinion. - I will then look to compile supporting documentation as substantiation to any claims.
- Following these initial steps I arrange an internal meeting with the client and project team to discuss
negotiable items which can be conceded in addition to the non-negotiable items. - If needed I will prepare a SWOT analysis to support decision making.
- During negotiations I try to develop a partnering approach rather than an adversarial one.
- My attitude and ethos is that the project must be the winner not individuals
What makes a successful negotiation?
- Preparation and collating supporting documentation.
- Each party should get the chance to present their case in a calm forum.
- Identification of bargaining positions and politely making proposals.
- A swift confirmation in writing on what was agreed at the meeting and confirmation on what items still
need to be actions and by whom. - A confirmation of next steps to bring the negotiations to a close.
What happens during a negotiation meeting?
- Both parties should be allowed to discuss their position on the claim items being discussed and their
reasoning for their position. - All parties should look to maintain professionalism, remain calm, acting with respect and courtesy at all
times. - The meeting should take place ideally in a calm setting.
- Both parties should honor the agreements reached for the benefit of the project.
- Once the negotiation items are agreed they should be put in writing as soon as possible
Please provide an example of when you had to handle negotiations.
During the negotiation of the Heads of Terms (HOT) for the disposal of a self-build site in Guilden Morden, the purchaser requested additional land to square off his plot. Through effective negotiation and advice to my client, I arranged an additional payment for the land for my client.
Please provide an example of your oral communication skills
I have been responsible for providing a number of professional presentations including interviewing for promotion sites.
What are your thoughts on using e-mail as a form of communication?
E-mails carry the same legal value as a letter and contracts can be inadvertently created by e-mail.
* We must therefore be very careful with regards to the content and form of the e-mail communication.
* When issuing e-mails it is easy to become complacent as they are perceived as being informal.
* I am always sure to communicate in a professional manner even if other parties do not.
* I always make sure that I select the correct recipient and do not release someone’s e-mail addresses
without their consent.
Mentioned in summary of experience
Can you give an example of where you have demonstrated Effective Communication Skills?
I met an elderly client who I produced a marketing appraisal for in Doddington, Cambridgeshire. This was essential to ensure she understood all the figures and why I was suggesting selling the site in two lots.
I followed up with an email to summarise discussion and outline next steps.
How would you prepare for a negotiation?
- Agree with your client’s objectives and negotiating strategy before starting the negotiations
- Detailed research and preparation
- Deciding what points you can concede on and which are non-negotiable
- Understand the other party’s position
- Develop a partnership/collaborative approach, rather than an adversarial approach
- Walk away when you need to
What makes effective communication?
- Clear
- Concise
- Complete
- Courteous
How have you been able to improve your oral and written communication skills?
- Business meetings with clients
- Working collaboratively with other parts of the business
- Writing reports
What are key ways to improve collaboration in a team?
- Establish team goals
- Communicate expectations
- Encourage cohesion between team members
- Leverage team member’s strengths
- Recognise and encourage collaborative behaviour
Why would it be beneficial to have greater diversity in the industry?
Greater talent pool
Increased innovation
What is the RICS doing to encourage diversity?
- RICS launched the Inclusive Employer Quality Mark (IEQM) for firms to sign up to
- Achieved gender parity on the Global Executive Team
- Setup diverse working groups e.g. LGBT+
- Collecting demography data
