Communication & Negotiation Flashcards
What is communication
The means by which information or instructions are exchanged
When is communication successful?
This occurs when the received meaning is the same as the transmitted meaning. A key to this is good grammar and correct spelling.
What is a communication management plan?
Spells out what needs to be communicated, why how when and to whom.
What language should be used when communicating?
Neutral, clear, objective and avoid unnecessary emotive terms.
There could be occasions where appropriate emotions and associated delivery mechanisms such as body language can generate a specific desired effect.
Why are grammar and spelling important?
- first impressions
- to uphold a good reputation
- avoid miscommunication
- avoid misunderstanding
What are some communication standards that organisations might hold?
- email signatures
- templates with letter heads
- any reports or the like
What etiquette should be considered when writing emails?
- be appropriately formal
- avoid using emoticons
- edit and proofread carefully to avoid grammar and spelling mistakes
- Think through the purpose of writing the email before writing
- Be wary of any humour or sarcasm
- Assume any message you send is permanent.
What are some recommended ‘Netiquette’ (etiquette for electronic environment) practices?
Do not use various coloured or types of fonts in any formal communication.
Use appropriate language, fonts, grammar etc.
What etiquette should be considered when writing letters?
determine the basic purpose for writing the letter.
Ensure the letter is written in formal language and the message is clearly communicated.
Edit, proofread and format before sending.
What are the six types of letters?
- requesting information or seeking routine action
- providing information
- acknowledging information
- Conveying negative information
- Demanding action
- Persuading
What etiquette should be considered when writing reports?
Write the body of the report before writing the introduction or conclusion.
Use as much visualization as possible, but not “just for the sake of using visuals.”
Review your writing skills to craft a well-written report.
Stick to the facts! Be clear and concise.
Use a grammar checker like Grammarly. Even your best KPIs and ROIs won’t save you from bad grammar.
What are the common formats for reports?
- Title: A clear and concise report title.
- Table of Contents: A page dedicated to the contents of your report.
- Summary: An overview of your entire report — you’ll need to wait you’ve completed the full report to write this section.
- Introduction: Introduce your report topic and what readers will find throughout the pages.
- Body: The longest section of your report — compile all of your information and use data visualization to help present it.
- Conclusion: Different from the summary, this concludes the report body and summarizes all of your findings.
- Recommendations: A set of recommended goals or steps to complete with the information provided in this report.
- Appendices: A list of your sources used to compile the information in your report.
How should you structure and deliver a presentation?
Before choosing the presentation’s structure answer these questions first:
- What is your presentation’s aim?
- Who are the audience?
- What are the main points your audience should remember afterwards?
- Greet the audience and introduce yourself
- Introduction
- The main body of your talk
- Conclusion
- Thank the audience and invite questions
What is the process of negotiation?
1.Planning your negotiation
- set your objectives clearly in your own mind (including your minimum acceptable outcome, your anticipated outcome and your ideal outcome)
- determine what you’ll do if the negotiation, or a particular outcome, fails
- determine your needs, the needs of the other party and the reasons behind them
- list, rank and value your issues (and then consider concessions you might make)
- analyse the other party (including their objectives and the information they need)
- conduct research and consult with colleagues and partners
rehearse the negotiation
- write an agenda — discussion topics, participants, location and schedule.
- Engaging with the other party during the negotiation
- Check your understanding of the other party´s proposal.
- Remember your objectives.
- Consider appropriate compromises, then make and seek concessions.
- Suggest alternative proposals and listen to offered suggestions.
- Give and take. - Closing the negotiation
- look for closing signals; for example fading counter-arguments,
tired body language from the other party, negotiating positions converging.
- articulate agreements and concessions already made
- make ‘closing’ statements.
- get agreements in writing as soon as you can
- follow up promptly on any commitments you have made.
