Communication and Negotiation (Level 2)

Question 1

What forms of communication are there?

Answer 1

Verbal
Non-verbal
Written
Presentation
Listening

Question 2

What communication channels have I used?

Answer 2

-Emails
- Phone calls
- Face to face meetings
- Virtual meetings
- Presentations

Question 3

What are barriers to effective communication?

Answer 3

Language
Technical Language Barriers
Bias
Interruptions
Time zones

Question 4

What presentation skills do you use?

Answer 4

Clear communication
Eye contact
Visual aids

Question 5

What are the most effective communication channels?

Answer 5

Emails and phone calls
- However I understand their drawbacks
- I always follow up phone calls with emails to ensure a written trail

Question 6

What are advantages of written coms?

Answer 6

Efficient way to convey complex advice
Clear audit trail
Can reach a wide range of recipients

Question 7

What are the cons of written coms?

Answer 7

Hard to know if someone has received email
## Cant tell tone/body language

Question 8

How do I communicate effectively when writing?

Answer 8

Keep things clear and concise
Use language which is easy to understand
Include conclusions/illustrations when necessary

Question 9

What is the importance of good communication?

Answer 9

Convey info across parties
Reduce misunderstanding
Allow efficient management

Question 10

What is body language?

Answer 10

Non-verbal communication conveyed by the body

Question 11

How are my service charges provided to clients?

Answer 11

3 months before start date - meet KPI and SC code
Draft budget provided with recommendations for breakdown
Phone virtual meeting set up to run through draft, before finalising budget

Question 12

When have I tailored my communication style?

Answer 12

Talking through refurb works with a client. They were unaware of what RAMS where, so I explained in a clear, simple manner and covered any questions they had

Question 13

How would you inform a client of bad news?

Answer 13

Straight away over the phone to deliver the news.
- I would then arrange a meeting to discuss in detail, preparing all info and explaining the issue in detail

Question 14

What is a benefit of formally documenting meetings?

Answer 14

Can be easily referred to and ensures matters discussed are actioned

Question 15

What are meeting minutes?

Answer 15

Official record of decisions made, who attended and dates, plans for next meeting

Question 16

What is an example of a written report you have provided to a client?

Answer 16

Licence to Assign
- Clear and concise with recommendation
- SPlit into key sections
+ Key lease terms
+ Detail of application
+ Overall recommendation
- Provide clear recommendation and conclusion
- Use language client can understand

Question 17

What is negotiation?

Answer 17

Dissussion betwene 2 or more parties, aimed at resolving an issue or reaching an agreement on a matter

Question 18

What do you consider when entering a negotiation?

Answer 18

What is negotiable and non-negotiable
Gather info and facts
Consider character of other party
Define outcomes
Plan structure of negotiation

Question 19

What are key negotiation skills?

Answer 19

Research and preparation
What is and isn’t negotiable
Attitude
Flexibility
Having fall back

Question 20

What is my negotiation style?

Answer 20

Depends on desired outcome, but I aim to be collaborative and find a solution that works for all parties

Question 21

How would you maintain professionalism when conducting a negotiation?

Answer 21

Treat others with respect
Be objective
Carry out negotiation ethically and to the required standards

Question 22

What happens during a negotiation?

Answer 22

Parties set out their case and what they would like to achieve

Question 23

How would you ensure frequency of communication is acceptable?

Answer 23

Aim to respond in 24 hours
- If complex task, I send an email confirming receipt

Question 24

What are barriers to negotiation?

Answer 24

Lack of trust
Lack of information
Cultural differences
Communication issues

Question 25

What are win-win and win-lose negotiations?

Answer 25

Win - concludes with mutually beneficial outcome
Lose - one party wins and other loses

Question 26

What are types of negotiation?

Answer 26

Hard - goal of victory (adversarial)
Soft - goal of agreement (non-confrontational)
Principled - goal of problem solving

Question 27

What are the 5 negotiation styles?

Answer 27

1) Avoiding - delay negotiation
2) Dominant - outcome over relationship
3) Accommodating - relationship over outcome
4) Collaborative - mutual success
5) Compromising - will to accept winners and losers

Question 28

How do you conduct yourself in a negotiation?

Answer 28

Calm, accommodating, cooperative, positive attitude

Question 29

What happens if you cant reach an agreement through negotiation?

Answer 29

Dispute resolution
Ideally mediation/conciliation to begin with

Question 30

How do you conclude a negotiation?

Answer 30

Conclude conversations
Ensure minor details are agreed
Ensure parties happy/agreed
Follow up with written confirmation of outcomes

Question 31

What is a non-starter?

Answer 31

Offer with no chance of success - dangerous to negotiations and damage relationship

Question 32

Why is negotiation important?

Answer 32

Increase value for client
Increase income
Avoid ADR

Question 33

Why is discussing matters in person important?

Answer 33

Build trust and create better relationship
Increase collaboration and productivity
Quicker
Non-verbal understanding - body language

Question 34

How do you ensure good communication?

Answer 34

Follow up meetings & phone calls with emails
Ensure i communicate clearly
Prepare ahead of meetings and bring visual aids

Question 35

Arrears, Trowbridge - What is a tenant payment plan and how is it agreed?

Answer 35

Written agreement between landlord and tenant
Drafted through negotiation
Spread financial cost of arrears over agreed period
Do not change terms of lease

Question 36

Arrears, Trowbridge - what does a tenant payment plan include?

Answer 36

Start and end date of period
Total amount of arrears
Installment amount
Additional conditions - possibility of review

Question 37

Quarterly Client Meeting - What benchmarks did you report against?

Answer 37

Void %
Rent collection
SC Collection
NOI

Question 38

Quarterly Client Meeting - What is NOI?

Answer 38

Gross Operating Income - Gross Operating Expenses

(Expenses = fees, utilities, insurance etc)