Communication and Negotiation (Level 1 & 2) Flashcards
What is good communication?
Good communication is:
- The exchanging of ideas, thoughts, opinions and knowledge
- Where the message is received clearly and understood with clarity and purpose
What do you consider to be an example of good communication?
Example of Good Communication is a well constructed, formatted and written email:
- Clearly convey the message
- State the purpose of the communication in the subject header
- Can be set out clearly
- Edited to maintain clarity
- Recorded to refer back to
How do you ensure that the frequency of communication is acceptable?
To ensure the frequency of communication is acceptable I consider the following:
- Importance of the communication – is it a critical work project
- Nature of the relationship – internal or external client
- Asking the party to which I am communicating
What are the different ways you can communicate with clients?
Email
Letter
Phone Call
Teams/Zoom Call
In person
When would you choose to use written communication over verbal communication or a face to face meeting?
I would use written communication instead of face to face communication for:
- Communication of complex information – may take more time to digest and need to be re-read
- Any subject or content that may need to be referred back to at a later date
- Communicating to a large number of people
- Any legal matter
What barriers to effective communication have you come across?
- Language Barrier
- Physical Barriers – unable to hear/see properly
- Technological Failure – call cutting out, poor network connection
- Lack of clarity – message is not clear the communicator is not clear in their messaging
How would you prepare for a negotiation?
I would consider the following:
- Purpose of the negotiation
- Information provided, ensure I know all the details on the subject matter being discussed
- Win-Win position
- Fall-back position
- Identify areas of common ground
- Weigh up outcome vs relationship with negotiating party
Tell me about your negotiating style
Open, enter the negotiation open minded and willing to understand the other side
Honest, be truthful and don’t use false information
Direct, make sure I get across what I want to
What is principled negotiation?
This is when negotiators rely on objective criteria—a fair, independent standard—to settle their differences. For example, they might agree to abide by standards such as market value, expert opinion, industry protocol, or law.
What can be a barrier to negotiating effectively?
- Being too rigid – not willing to move from your position or compromise at all
- Taking things personally – leads to misplaced judgement and emotions dictating the process
- Lack of preparation
- No clear objective
What would be a good way to facilitate negotiations in your role?
Opening – either allow the opposing party to open the negotiations or open the negotiations myself posing a leading question to begin discussions
Communication – communicate confidently using body language, pitch and tone
Expectations – manage expectations for both parties
Equality – ensure both parties have equal opportunity to voice their opinions
Why do you consider that discussing matters in person might be
effective?
- Personable
- Body Language
- Shows commitment
- Build a relationship
What do RICS set out as best practice for the use of social media?
Use of Social Media: Guidance for RICS Members (Version 1)
RICS may investigate a social media post that adversely impacts upon public confidence or trust in the profession.
This includes posts that are:
- Discriminatory (which would also breach the Equality Act 2010)
- Dishonest
- Abusive or threatening
- Bullying, harassing or victimising another person or people
- Shows a pattern of frequent or a high number of concerning posts
- Ignores previous advice or warnings about RICS concerns, or a request from RICS to remove a post
The RICS Professional & Ethical Standards require Members to promote trust in the profession and to treat others with respect. This applies to our online presence and communications, not just face-to-face or traditional media, such as emails, letters and meetings.
How do you use visual media to communicate with clients, e.g. before & after photographs?
- Before and After Photos
- Drone photos of sites
- Fly throughs of completed developments
- Short marketing clips
Tell me about how you ensure good communication
- Identify purpose of communication
- Highlight key messages through repetition or formatting
- Plan ahead if possible
- Remember the audience – language, background, internal external
