Communication & Negotiation

Question 1

What is communication?

Answer 1

Exchanging of information by speaking, writing or using some other medium.

Question 2

What are the different ways you communicate with your team?

Answer 2

Oral Communication

1) Phone
2) Presentations
3) Reporting at meetings
4) Contractor interviews

Writing / graphical communication?

1) Letters and emails
2) Reports
3) Drawings / specification

Question 3

Please provide some advantages of written communication?

Answer 3

Complex / technical information can be communicated with drawings / diagrams / sketches
Creates a record of communication
information can be circulated to multiple parties

Question 4

disadvantages to written communication?

Answer 4

may be unclear to recipient
language / tone can get lost in translation
you cannot tell if the recipient has understood the message

Question 5

Give examples of good written communication?

Answer 5

clear and easy to read / understand
well structured with intro, substance and conclusion
recipient can understand the message with ambiguity

Question 6

When chairing a meeting, how do you make it effective?

Answer 6

set an agenda - keeps meeting on track
prepare in advance - information ready
be punctual
take minutes
give everyone opportunity to speak
understand body language

Question 7

whats the difference between effective and efficient communication?

Answer 7

Efficient - information presented clear and concise, reducing error and waste
Effective - accomplishing purpose, producing intended / expected result

Question 8

what are the barriers to communication?

Answer 8

Individual perceptions
language / cultural differences
different time zones or locations

Question 9

What is meant by body language?

Answer 9

Non verbal communication that can often have hidden meanings
crossing arms - looks defensive or reluctant

Question 10

Name the types of body language?

Answer 10

Passive - defeated , no eye contact
Assertive - relaxed and balanced, firm but friendly
Aggressive - tense, loud, invading space

Question 11

How would you deal with an irate client?

Answer 11

Remain calm and professional at all times

listen to clients concerns and provide a considered response

Question 12

how would you approach a difficult conversation?

Answer 12

1) Try to have conversation face to face
2) explain issue in simple terms and answer any questions the client / contractor has.
3) Note how i would rectify the problem

Question 13

Whats the best way to report information to a client?

Answer 13

depends on the information
reports / documents - ask the client how they would like it presented
when presenting information - best done face to face

Question 14

What is a negotiation?

Answer 14

discussions to reach a compromise or agreement

Question 15

what are the types of negotiation?

Answer 15

Hard and soft negotiation

Question 16

what key things do you need to think about before entering a negotiation?

Answer 16

1) To what level am I authorised to negotiate
2) Do i have sufficient facts and information
3) What i want the outcome to be
4) where i am will to compromise
5) the structure of the negotiation

Question 17

What is your negotiation style?

Answer 17

depends on the situation

- strong case for client - aim to get the best deal

Question 18

When faced with a challenging negotiation, how do you conduct yourself in a fair and professional manner?

Answer 18

1) Stay objective and enter negotiation with mindset of finding a resolution
2) Carry out work ethically and to required standards
3) remain respectful of other side and endeavour to understand their position

Question 19

What are the main barriers in negotiation?

Answer 19

1) Lack of trust
2) Cultural Differences
3) Communication problems
4) Lack of emotional intelligence

Question 20

What is a ‘without prejudice’ offer?

Answer 20

statements made in a genuine attempt to settle a dispute cannot be used in court as evidence against that party