Communication and Negotiation (Level 2)

Question 1

Which forms of communication are you aware of?

Answer 1

• 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.

Question 2

What are the barriers to effective communication?

Answer 2

• Verbal mono tone delivery or unclear delivery of speech.
• The over use of technical language that may not be understood by lay clients.
• Emotionally charged and heated conversations when parties are unable to listen.
• International language barriers.
• Disinterest and boredom.
• Prejudice.
• Bias.
• Interruptions and distractions.
• Background noise pollution.
• Poor call quality.
• Poorly maintained and adversarial relationships.

Question 3

Please explain to me your approach when negotiating in challenging circumstances?

Answer 3

• 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.

Question 4

What makes a successful negotiation?

Answer 4

• 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.

Question 5

Please provide an example of when you had to handle difficult negotiations.

Answer 5

Negotiating the value of the CAT-A omission for 36-38 Berkeley Sq

Question 6

What are your thoughts on using e-mail as a form of communication?

Answer 6

• 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.

Question 7

Please provide an example of your oral communication skills.

Answer 7

• I have been responsible for providing a number of professional presentations.
• I have held site meetings with the contractor to discuss various issues & presented monthly reports within the meeting.
• I also use my oral communication and written communication skills when dealing with day-to-day issues on the phone, within meetings and on video call.

Question 8

What are some examples of marketing plans?

Answer 8

• Events
• Social Media
• Rebranding
• New services