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
