Communication and negotiation (Level 2)

Question 1

What skills do you need to communicate effectively?

Answer 1

Be an attentive listener
Be concrete and clear
Non verbal communication - body language
Be relaxed
Be informative
Be considerate
Be empathetic

Question 2

How do you ensure that the frequency of communication is acceptable?

Answer 2

I identify the clients expectations of the work and manage the frequency accordingly. If my involvement with the client is short term, a higher frequency would be considered to meet the required deadlines. If the scope of work is to last longer, I ensure communication varied, working on the appeal the communication may be more frequent, but whilst the appeals are with the valuation office, communication is less frequent.

Question 3

What are the different ways you can communicate with clients?

Answer 3

Verbally - in a face to face meeting or over a telephone call
Written - via email or letter
Presentations
Video conferences

Question 4

When would you choose to use written communication over verbal communication or a face to face meeting?

Answer 4

I choose to use written communication when the topic is not tied to sensitive information. Also, I use written communication in conjunction with oral communication when I am advising on casework. I find the oral communication gauges the client expectations and response to the advice. Whereas the written communication provides a clear and concise record of the advice which is given.

Question 5

What barriers to effective communication have you come across?

Answer 5

Verbal mono tone delivery
over use of technical language
international language barriers
Disinterest/boredom.

Question 6

Tell me about your negotiating style.

Answer 6

My negotiation style varies on a case to case basis. However, my overall approach is that of a compromising nature, in which I will aim to meet somewhere in the middle provided my clients best interests are obtained.

Question 7

Why is negotiation important?

Answer 7

Negotiation is important as to consider both sides and create a win-win scenario.

Question 8

What is principled negotiation?

Answer 8

Principled negotiation is an interest-based approach to negotiation that focusses primarily on conflict management and conflict resolution which uses an integrative approach to finding a mutually shared outcome.

Question 9

What can be a barrier to negotiating effectively?

Answer 9

A barrier to negotiating effectively is over confidence, this occurs when the a persons subjective confidence outweighs the objective accuracy and reality of the situation.

Question 10

What would be a good way to facilitate negotiations in your role?

Answer 10

Mediation. A third party helps the two parties work towards a mutually satisfactory solution.

Question 11

Why do you consider that discussing matters in person might be effective?

Answer 11

Seeing one another allows us to pick up on nonverbal cues and body language. And because a lot of communication is nonverbal, being able to see each other helps us understand each other better

Question 12

What are the alternatives to this?

Answer 12

Video conferencing, web conferencing, emails.

Question 13

Why can these alternatives present challenges?

Answer 13

These can present challenges as an internet connection must be established to ensure communication is heard.
For email communication can be slow and take longer to resolve issues.

Question 14

Tell me about how you communicate effectively (and responsibly) using social media.

Question 15

What do RICS set out as best practice for the use of social media?

Answer 15

The RICS Rules of Conduct 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.

Question 16

What RICS guidance is this best practice set out within? social media

Answer 16

Use of social media: guidance for RICS members
Version 1 with effect from 30 June 2021

Question 17

How do you use visual media to communicate with clients, e.g. before & after photographs?

Answer 17

I have used visual media, such as photographs, to outline the contents of my findings. For example, I have discussed a section of an office and used a visual representation to clearly demonstrate which area i have referred too.

Question 18

Tell me about how you conduct yourself in negotiations.

Answer 18

I undertake detailed research to form an opinion.
I then look to compile supporting documentation.
Allow for opposing party to present/Respond to findings.
Identify bargaining positions and politely make proposals.
Develop a partnering approach to ensure a middle ground is met which is within the scope of my clients objectives.

Question 19

Tell me about how you ensure good communication.

Answer 19

I set out the scope of the topic to be discussed and give a clear structure when i present my findings. For example, I split my clients property with different effective dates. To clearly communicate with the voa, i provided a summary of the appeal explaining the contents of the report. I then provided further detailed information relating to splitting up to the first effective date. And then so forth up to the fourth effective date. By providing a clear and structured report the communication was clear and concise and the valuation office could act on the split.

Question 20

Tell me about an example of when you have negotiated effectively.

Answer 20

I have negotiated effectively when discussing a challenge on the rateable value for my client in Pulborough. I presented my findings in writing to the valuation office, reducing the base rate form £101.50 to £63. I was emailed an agreement offer of £90, with no discussions taken place. This was deemed unacceptable and I responded with a counter offer in the aim of settling at a price. Following my counter, the valuation office called to discuss the case. During this call I compromised to the value at met in the middle to agree to a value of £77.50.

Question 21

Tell me about an example of when you have communicated effectively.

Answer 21

I set out the scope of the topic to be discussed and give a clear structure when i present my findings. For example, I split my clients property with different effective dates. To clearly communicate with the voa, i provided a summary of the appeal explaining the contents of the report. I then provided further detailed information relating to splitting up to the first effective date. And then so forth up to the fourth effective date. By providing a clear and structured report the communication was clear and concise and the valuation office could act on the split.

Question 22

Tell me about your negotiating style.

Answer 22

My negotiating style is of a compromising nature and will look to agree to a value in between my proposal and the valuation office value.

Question 23

Give me an example of when you have communicated using a complex written report.