Communication and negotiation / Teamworking / Inclusive Environments Flashcards
How would you prepare for a negotiation (agree, prep, decisions, positions, approach, walk)?
- Agree your client’s objectives and negotiating strategy before starting the negotiations
- Detailed research and preparation
- Deciding what points you can concede on and which are non-negotiable
- Understand the other party’s position
- Develop a partnership/collaborative approach, rather than an adversarial approach
- Walk away when you need to
What makes effective communication (4 c’s)?
- Clear
- Concise
- Complete
- Courteous
What key skills are useful for effective teamworking (L, D, P, R, H, S, P, C, R)?
- Listening – to other people’s ideas
- Discussing – team members to ask questions and interact
- Persuading – individuals to consider their positions
- Respect – treating team maters with respect and support their ideas
- Helping – to encourage team work
- Sharing – information to create a positive team environment
- Participating – ensuring all team members get involved
- Communication – have effective communication skills to allow team members to work together
- Reflection and identifying strengths and weaknesses
What are key ways to improve collaboration in a team (E, C, E, L, R)?
- Establish team goals
- Communicate expectations
- Encourage cohesion between team members
- Leverage team member’s strengths
- Recognise and encourage collaborative behaviour
Why would it be beneficial to have a greater diversity in the industry (G, I, B)?
Greater talent pool
Increased innovation
Benefits reputation
What are the RICS doing to encourage diversity (3)?
- RICS launched the Inclusive Employer Quality Mark (IEQM) for firms to sign up to
- Achieved gender parity on the Global Executive Team
- Setup diversity working groups e.g. LGBT+
May 2022 - The Governing Council of RICS has established a strategic oversight group to steer Diversity, Equity and Inclusion (DEI) initiatives focused on building a culture of accountability and belonging, and ensuring the membership and profession better reflect the societies they serve.
What is unconcious bias?
Learned stereotypes that are automatic, unintentional, deeply ingrained, universal, and able to influence behavior
When people favour others who look like them and/or share their values. (Everyone has)
How can you prevent unconcious bias?
Training to make people aware of their own biases to help manage them
What is a ‘win-win’ situation?
- When the agreement reached cannot be improved further by any discussions.
- Outcome cannot be improved for your benefit, and similarly, the agreement for the other party cannot be improved further for their benefit either.
What is the definition of an inclusive environment?
A safe space in which integration of diverse experiences and perspectives can freely coexist. It’s a place where people feel respected by and connected to each other.
How can you reduce the likelihood of unconscious bias affecting your decisions?
- Be aware of unconscious bias.
- Don’t rush decisions - take your time and consider issues properly.
- Justify decisions by evidence and record the reasons for your decisions, for example during a recruitment exercise.
- Try to work with a wider range of people and get to know them as individuals.
- Focus on the positive behaviour of people and not negative stereotypes.
- Companies should implement policies and procedures which limit the influence of individual characteristics and preferences.
The Equality Act 2010 : nine protected characteristics
Age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation.
What is the RICS Inclusive Employer Quality Mark a response to, when launched, how many companies signed up, and what are the 4 key principles (L R C D)?
o Launched 2015, response to the sector being behind other professions in moving towards a more diverse and inclusive workforce, which is only possible if there is a measurement of this specifically to determine how inclusive an organisation is.
o 183 companies signed up, representing 300,000+ workforce.
o 4 clear, key principles:
Leadership – demonstrable workforce diversity commitment at highest level.
Recruitment – using best practice recruitment methods engage to attract new people from under-represented industry groups.
Culture – develop an inclusive culture where all staff engage with developing, delivering, monitoring and assessing diversity and inclusivity
Development – training and promotion policies that offer equal access to career progression to all workforce members.
What is the RICS position on diversity and inclusion?
o Communities are becoming more diverse, and we want to work in organisations that treat people fairly, with respect and embrace different viewpoints, cultures and backgrounds.
o We lack diversity throughout our organisations (generally in wider public), and need to address this urgently if we are to tackle the skills shortage.
o Limited progress from legislation and cultural change, more needs to be done and everyone needs to consider their own behaviours.
Define equality
- Equality: ensuring everybody has equal opportunity, not treated differently or discriminated against because of individual characteristics.
Define diversity
- Diversity: taking into account differences between people and groups of people, and placing a positive value on those differences.
Explain the moral case for diversity
An inclusive industry where everyone is treated with fairness, dignity and respect would provide better outcomes for society as a whole.
We are involved in the whole community, but often do not represent the communities we work in.
Why was the Equality Act introduced/what purpose?
Introduced to bring together various separate pieces of legislation into one single act (Equal Pay Act, Sex Discrimination Act, Race Relations Act, Disability Discrimination Act)
Purpose: protect individuals from unfair treatment and promote a fair and more equal society.
What is direct discrimination/what could it involve?
o someone treated less favourably directly because of protected characteristic they have/someone else they know has/thought to have
o Could involve a decision to not employ, dismissal, poorer promotion/training/contractual benefits, or denying contractual benefits because of a protected characteristic
What is indirect discrimination/what could it involve?
o Less obvious, often unintended, basically where you have procedures in place that make it indirectly more challenging for someone with a protected characteristic to perform, and you are unable to justify it.
o Could involve a recruitment selection criteria, contractual benefits or a redundancy scoring matrix.
What is harassment?
o ‘unwanted conduct’ – violating dignity or creating intimidating/ hostile environment for someone.
What is victimisation?
o when an employee suffers what the law terms a ‘detriment’ – something that causes disadvantage, damage, harm or loss
What is positive action?
when employer takes proportionate steps to remove barriers and provide support to improve protected characteristics participate, as long as will not lead to further discrimination
What is affinity bias?
Feeling an affinity with someone as they have similar life experiences.
What is the halo effect?
Unfounded positive trait attribution (i.e. dressing ‘smart’ = good)
What is inclusive communication, and what are 4 typical ways to do it?
Being aware/valuing different ways people communicate i.e.:
• using gender neutral language (‘they’ not ‘he/she’)
• Put person first (e.g. people with disabilities, rather than disabled people)
• Diverse range of people represented on marketing materials etc.
• Deaf accessible if possible
What is the business case for diversity and inclusivity (performance, skills, end user, image)?
People perform better when they can be themselves at work
Millennials want inclusive employers, and we must be able to attract them to deal with skills shortage (RICS is white male dominated)
Having team members that can understand the end user and provide a more diverse range of inputs will do a better job.
Simple actions such as being listened to can increase confidence and self-esteem and create more engaged employees.
Strengthen company’s image (press etc)
How should a company approach a diversity and inclusion policy, and what should one set out?
Policies are secondary to ensuring a supportive culture.
Diversity and inclusion policy: sets out company approach to diversity and inclusion, and detail how to avoid discrimination at work.
How does direct disability discrimination differ between DDA and EA?
Under DDA applied only at work, under EA unlawful in all circumstances: worse treatment because of disability than someone without disability.
How does discrimination arising from disability differ between DDA and EA?
Introduced under EA - when disabled treated unfavourably because of something connected with disability (and which cannot be justified) and not due to disability itself.
How do reasonable adjustments differ between DDA and EA, and what 2 discrimination types were introduced under EA?
DDA requires changes only made where otherwise would be impossible or unreasonably difficult, under EA only substantial disadvantage needs to be experienced.
o Harassment and indirect discrimination were not covered under DDA.
How do EA and Part M differ?
o EA and Part M are both about disabled access, but completely different things:
Part M sets out minimum requirements for door widths, accessible toilet provisions, lifts etc for disabled access
This does not mean building complies with EA.
What is an access statement?
Documents how applicant addressing accessibility issues in design
What are the 3 common duties under making reasonable adjustments?
Changing how things are done
Providing an auxiliary aid (i.e. hearing aid system etc.)
Changing physical features.
What does an inclusive environment:
recognise?
create?
facilitate/avoid?
accomodate?
- An inclusive environment recognises and accommodates differences in the way people use the built environment.
- Creates buildings, places and spaces that can be used easily, safely and with dignity, by all of us, regardless of age, disability or gender.
- It facilitates dignified, equal and intuitive use by everyone.
- It provides choice, is convenient and avoids unnecessary effort, separation or segregation.
- Goes beyond meeting minimum standards or legislative requirements.
- It readily accommodates and welcomes diverse user needs - from childhood to adulthood through to old age, across all abilities and disabilities and embracing every background, gender, sexual orientation, ethnicity and culture.
Name the primary (3) and secondary (3) legislation that is relevant to inclusive environments.
Primary:
Equality Act 2010
HESAW 1974
Planning and Building Acts
Secondary
NPPF
Building Regs
Fire Safety Regs
What 3 parties/parts of a property lifecycle are impacted by EA 2010?
- Duty on ‘service provides’ and those exercising a public function to make reasonable adjustments.
- Duty to not discriminate against or victimise someone in selling or letting premises.
- A ‘reasonable adjustments’ duty on ‘controllers of premises’ (i.e. landlords and management companies) in relation to let premises and common parts.
Outline the potential physical (4) and auxiliary aids/services (4) that constitute typical ‘reasonable adjustments’ in practice.
Changing a physical feature:
- Sometimes a physical feature of a building or other premises may make it more difficult for you to access or use it:
- providing ramps and stairway lifts
- making doorways wider
- installing automatic doors
- providing more lighting and clearer signs
Auxiliary aids/services
- Here are examples which could be provided to help you:
- a portable induction loop for people with hearing aids
- BSL interpreters
- providing information in alternative formats, such as Braille or audio CD’s
- extra staff assistance
When undertaking letting instructions, what information do you try and obtain from each party, in what format and why?
/
Tell me about a time when you had to demonstrate effective negotiation skills? / Could you give me an example of this?
Lease terms + tenant information
Written correspondence
Or phone calls followed up by email confirmation
This ensures I can provide clear advice to my client and negotiate an outcome that satisfies both parties’ requirements.
Bridge St. – lower rent, landlord wanted specific use, found middle ground, no change of use required…
- Acting on behalf of the landlord on the letting of an industrial warehouse in Tottenham
- Negotiated more favourable terms for my client by using comparable lettings evidence to help give context to the negotiations (prospective tenant had offered £17.50 psf and I negotiated them up to £18.00 psf)
What webinar (better understand how to tailor my communication to a client’s requirements, circumstances and proficiencies, using different verbal, written and graphical approaches. The webinar also improved my understanding of negotiation theory.)?/ What did you learn from the workshop you attended on Communication Styles?
Say ‘Effective Communication’ –
I learnt that there are 4 communication styles, namely action, people, ideas and process. I understand the different qualities of these communication styles and how to identify the communication profile of an individual. I have improved my understanding of my personal communication style which should serve to improve the quality of my communications with other stakeholders going forward.
better understand how to tailor my communication to a client’s requirements, circumstances and proficiencies, using different verbal, written and graphical approaches. The webinar also improved my understanding of negotiation theory.
- Understanding that each personality type can be broadly arranged into four quadrants
- Helps to learn what quadrant we sit in and as it will tell us why we react to certain situations in a certain well
- Important to understand what quadrant clients and colleagues fit into so that we can be aware of what style of communication they will respond best to
How have you been able to improve you oral and written communication skills?
- Business meetings: marketing meetings, meeting prospective investors, team meetings
- Working collaboratively: joint agency, working with pan-European offices, advice from other departments
- Writing reports: valuation reports, purchase reports, marketing recommendation reports
- Emails: marketing emails, negotiations with prospective tenants, request tenancy information to aid with valuation
COM/NEG Tell me a time when you have used graphics and statistics in your work? NOT MINE
I use this within a report to demonstrate data. Often I will use tables to illustrate trading performance,
sometimes with graphics alongside. We usually use chart graphics within market commentaries.
COM/NEG How do you effectively communicate with other surveyors for comparable evidence?
I have developed a report with surveyors in other firms. Maintaining client confidentiality I am confident to ask for details of recent sales undertaken and building this network will benefit my career in the future.
COM/NEG What maps do you refer to when undertaking a valuation?
I provide site and location plans along with chart/graphical information as a tool to present the information in a way which is clear and transparent to enable understanding for both the Bank and Borrower.
COM/NEG How have you ensured transparency to ensure you do not mislead or deceive during agency negotiations?
I always act with integrity and transparency and following discussions with a purchaser or vendor, I will then follow the conversation up with a written confirmation on our discussion. This ensures transparency and avoids misinterpretation.
You mention the importance of diversity in your submission, why you think more diverse companies perform better?
Companies that promote diversity and inclusion perform better because they hire and retain talents more easily, they have improved customer relationships, decision making, they can boost employee engagement and strengthen the company’s image.
In your valuation role, what communication do you typically do? And what are benefits of SWOT/what it provides to lender (communication)?
/ Tell me about a time when you had to demonstrate effective communication skills?
I regularly have telephone conversations with local agents to verify comparable evidence, discuss market conditions and build rapport. I then communicate the results of this research to my client in a written report. For a lender I include a SWOT analysis, which enables me to clearly state the factors that influence my opinion of suitability for a loan.
Clear concise prioritised – shows lender the key risks and benefits, for a non-practicing person
- When undertaking a valuation on a retail unit in Reigate, I was required to communicate with local lettings and investment agents in order to obtain comparable evidence
- By being transparent from the outset about the purpose of my enquiry, I was able to get a strong level of engagement from the agents and ascertain the information I required
What is the women in property movement?
Through sponsorship of the Women of the Future, Real Estate, Infrastructure and Construction category, RICS has not only positioned itself as a professional body committed to championing the increase of women coming into surveying and the wider built environment, but has also helped to cultivate a network of exceptional individuals who are making a huge difference to their industry.
2019 Woman of the Future Ayesha Ofiri is a great example of how the culture within the property sector is changing. RICS is key in this evolution, by creating greater visibility of exceptional women who demonstrate that careers in the built and natural environment are accessible to all.
Good methods of communication
Terms of Engagement
Email
SWOT analysis
Importance when dealing with lay persons
Don’t use technical terms
Provide adequate explanations when needed
Disadvantages of phone conversations
Potential of misinterpretation due to phraseology
Difficult to engage – lack of body language
Especially with technical language
Considerations when forming a negotiation strategy
Understand clients objectives and desired outcome
Understand non-negotiables for client
Undertake sufficient due diligence and market research
Important negotiation approach
Collaboration between parties
What makes a successful negotiation?
- preparation and collating supporting documents
- Each party gets chance to present their case
- Identify bargaining positions
- Agree and confirm decisions and action points for action party.
What do you think about email communication?
The email has the same legal value as a letter and agreements. We must be very careful to the content and forms of email communication.
Always check recipients!
Give an example of a difficult negotiation
Cambridge Gate budget setting - Reconfigure budget
- Preparation
- Supporting docs
- Non-negotiables
- Staying clams
- Outcome
Give an example of oral communication skills
- New business pitch
- Chairing a client meeting
- Day to day phone calls
Give an example of how you have effectively communicated with a client?
CG budget
When would you informally communicate?
Never.
What is an LTA?
Licence To Alter - when a leaseholder wants to make changes in the flat and requires prior written consent from the landlord.
When is a LTA required?
When a LH wishes to alter their apartment - injure or cut the demise.
What do you mean by a share of freehold?
When leaseholders collectively owns the freehold, each LH has a share of the freehold.
What is an AGM notice?
Notifies stakeholders of a company’s AGM
What is included in an AGM Notice?
- Details; time date place
- Minutes of previous AGM
- Financial accounts
What is a quorum?
Minimum number of directors/members required to be present at a meeting for decisions to be made
What are Mems and Arts?
- Memorandum - numbers of members/shareholders & details
- Articles - how the company is governed
What are the rules with zoom and AGMs?
Corporate Insolvency and Governance Act 2020 - states up to and including 30th September 2020, despite what it says in the Arts an AGM can be held over zoom.
What makes a successful negotiation?
- preparation and collating supporting documents
- Each party gets chance to present their case
- Identify bargaining positions
- Agree and confirm decisions and action points for action party.
What do you think about email communication?
The email has the same legal value as a letter and agreements.
We must be very careful to the content and forms of email communication.
Give an example of a difficult negotiation
Covid - access
Tenants
Give an example of oral communication skills
Calling estate agents
Give an example of how you have effectively communicated with a client?
Covid booking
Advising NBS job will be outside SLA
When would you informally communicate?
Never.
Seven C’s of communication
- Completeness
- Conciseness
- Consideration
- Concreteness
- Courtesy
- Clearness
- Correctness
Methods of communication
Written
Graphic
Verbal
Non-verbal
What are the barriers to effective communication?
Verbal
Jargon/technical language
Emotional/cultural barriers
What is Negotiation?
Negotiation is the process of joint decision making through back and forth communication to resolve opposing interests and reach agreement.
It is the first step of conflict avoidance.
What are different negotiating styles?
Competing
Collaborating
Compromising
Accommodating
What are the stages to negotiating?
- Preparation.
- Exchange.
- Bargain.
- Agreement/Implementation.
What barriers to effective communication have you come across?
- Language
- Use of Jargon
Tell me about your negotiating style.
- Compromise – attempt to reach a mutually agreeable solution for both parties.
Why is negotiation important?
- First step in conflict avoidance
What can be a barrier to negotiating effectively?
- Jargon/technical language
- Poor listing skills
- Differences in perception
What do RICS set out as best practice for the use of social media?
- When RICS is more likely to start investigations into posts
- RICS may take disciplinary action in the most serious cases in order to protect the public and the reputation of the profession.
What RICS guidance is this best practice set out within?
- Use of social media: guidance for RICS members 2021
