Communication and Negotiation - Summary of Experience Flashcards
What are the barriers to communicating effectively?
- Language
- Disinterest
- Bias
- Interruptions to communications
What forms of communication are there?
- Verbal
- Non-Verbal
- Written
- Presentation
- Listening
Talk me through the process with the query at Ilford High Road and how you utilised strong communication and negotiation (explain how you established a strategy for negotiations here)?
1) Tenant had accumulation of arrears - contacted them via email - said I was happy to run through on a call for a more thorough explanation and could discuss any further queries to avoid there being long time.
2) They requested historic recs. These were provided by email (audit trail) and I asked if any further queries.
3) Arrears then paid.
Can you give me some examples of good negotiation skills?
Preparation
- Research
- Setting clear objectives - defining goals
- Understanding the other party and their needs
Building Rapport
- Establishing trust and honesty
- Active listening
- Empathy - understanding
Effective communication
- Body language
- Being clear and concise
Tell me about your negotiating style / how you conduct yourself in negotiations
Depends on situation
Can be accommodating - This ensures relationships are maintain
Collaborative - Towards mutual success
Dominant - Sometimes in debt collection cases etc
What are the types of negotiation?
Hard - Goal to win
Soft - Goal to agree
Principled - Goal to solve problem
How do you ensure good communication?
Follow up on meetings and phone calls with emails - Also prepare structure before meetings/calls
Clear structure and communication
Why is negotiation so important?
Increases value/income for client and avoids escalation and potential alternative dispute resolution methods
What communication channels have I used?
- Phone call
- Face to face meeting
- Presentations
Advantages of written comms
- Leaves audit trail (record)
- Easy to interpret
- Serves as a legal document
- Easier to verify
Disadvantages of written comms
- Delay in communication
- Can be misinterpreted with lack of eye contact
- If you don’t say without prejudice it can be used in court
Why is good communication important?
- Creates better relationships and collaboration
- Reduce misunderstandings
How do you communicate effectively in email?
- Respond within 24 hours if possible (sometimes shorter timescales if urgent)
- Brief and clear language
- Draft emails and confirm with line manager in some occasions if they are important
- Simple subject lines
What is an audit communication trail?
Sequential record of the history, timestamps and details of communications. Particularly for email communications
Are there any drawbacks to using strict templates in your emails?
- Can come off as impersonal
- Risk of using generic content - Leaves in errors
How would you deliver the client bad news?
- Ensure right communication method (usually call)
- Be clear and concise and provide context
- Ensure solutions/recommendations are provided to address the news
- Note that you will be available for a follow-up and diarise reviews if necessary
What are meeting minutes?
Notes that are recorded during a meeting outlining key issues discussed and events that occurred
What is an example of a written report you have provided to a client?
Croxley Park Quarterly Report
- Outlines current repair issues, SC expenditure
- Updated arrears balances with actions being undertaken
- Updates to lease events
What are the barriers to negotiation?
- Overconfidence
- Negativity
- Lack of trust
- Lack of confidence
What is negotiation?
A discussion that has the overarching aim to reaching an agreement
5 styles of negotiation?
Accommodating - maintaining relationship and minimizing conflict
Avoiding - avoid creating tension
Collaborating - joint problem solving
Competing - results oriented
Compromising - Finding middle ground mutually beneficially
Explain how you establish a strategy for negotiations?
1) Define goals/parameters
2) Identify obstacles to negotiation
3) Consider my counterparts parameters
4) Research and gather info
Tell me an example of when you have negotiated effectively
Rent Review at Croxley Park
- Avoided going to ADR through an accommodating approach in line with my landlord aims
How would you handle negotiations with a tenant who is not represented by a surveyor in respect of a service charge dispute?
Make all information clear and concise and recommend that they should seek advice.
What stages of your work as a PM may require negotiation?
- Tendering new projects
- Agreeing lease variations
- Payment plans
What are the tools of a negotiator?
- Position power
- Expertise/knowledge
- Using past events as precedence
