Communication & Negotiation

Question 1

What do you consider to be an example of good communication?

Answer 1

My weekly updates to fund client.

Question 2

How do you ensure that the frequency of communication is acceptable?

Answer 2

Different clients appreciate different levels and methods of communication.
I give all vendors and purchasers an update once per week, in addition to feedback after viewings and additional communication at times of progress being made.

Question 3

What are the different ways you can communicate with clients?

Answer 3

Written - reports, letters, emails, social media, books, magazines, online articles, blogs

Graphic - maps, drawn plans, sketch notes, designs, logos, branding, visualisations

Verbal - telephone calls, meetings, tenders, presentations, managing people, negotiationsN

Non-verbal - body language, appearance, posture, eye contact, facial expressions, gestures

Question 4

When would you choose to use written communication over verbal communication or a face to face meeting?

Answer 4

When the content is detail orientated i.e. different units sizes, orientation and price point.
When writing a report that will be passed on to other team members.

Question 5

Why do negotiations break down?

Answer 5

There are many reasons for why negotiations might break down across the wide range of professional disciplines, e.g. landlord & tenant, building surveying, construction, agency:

Money - unpaid rent, construction contract payments, unpaid invoices, incorrect amounts billed

Delays - construction delays, parties not engaging in negotiations, taking too long to respond

Defects - snagging issues, structural issues not detected for a substantial period of timeProfessional negligence

Objectives - parties have differing objectives and cannot find common ground

Personalities/emotions

Historic context

Difference of professional opinion - evidence interpreted in different ways, opinion of market forces

Question 6

What barriers to effective communication have you come across?

Answer 6

Verbal - tone of voice, clarity, language barriers, what we don’t say (silence!)

Jargon/technical language.

Emotional/cultural barriers

Recipient is disinterested or not paying attention

Timing of the communication

Physical barriers, e.g. arms folded, hand over mouth

Differences in perception/viewpoint

Prejudice/bias

Differing expectationsInterruptions - noise, physical distractions

Location - can’t physically meet in person

Attitude/mood

Poor listening skills

Ambiguity

Context

Question 7

Why is negotiation important?

Answer 7

Negotiation is a method by which people settle differences. It is a process by which compromise, or agreement is reached while avoiding argument and dispute.
In any disagreement, individuals understandably aim to achieve the best possible outcome for their position (or perhaps an organisation they represent). However, the principles of fairness, seeking mutual benefit and maintaining a relationship are the keys to a successful outcome.

Question 8

What is principled negotiation?

Answer 8

Principled negotiation is an approach that resolves disagreements between parties. It is also referred to as a “win-win” outcome. It focuses on bettering the interests of everyone and finding solutions that are mutually beneficial. Principled negotiation can help people achieve objectives and satisfy expectations by removing the “all-or-nothing” attitude. Consider these guidelines to ensure your negotiations go as smoothly as possible.

Question 9

What can be a barrier to negotiating effectively?

Answer 9

1. Negative outlook
2. Attitude of winning
3. Emotional control
4. Price
5. Lack of empathy
6. Wrong
7. Blame game

Question 10

What would be a good way to facilitate negotiations in your role?

Answer 10

Do your research. Before entering a negotiation, evaluate all sides and consider their goals. …
Know your priorities. Negotiations often require each side to compromise. …
Consider the opposition. …
Know when to walk away. …
Keep your timeline in mind.

Question 11

Why do you consider that discussing matters in person might be effective?

Answer 11

Verbal communication needs to be appropriate for the purpose of the communication. Often, a telephone conversation or in person meeting will be far more effective than a letter or an email. In some circumstances, you may need to keep a written record of your communication - you may use this to back up your verbal communications or to rectify a misunderstanding.

Question 12

What are the alternatives to verbal communication?

Answer 12

Email / letter

Question 13

Why can written communication forms present challenges in negotiation?

Answer 13

It is less personable to send an email, negotations are best done over the phone/ in person. People are more open to compromise in verbal communication forms.

Question 14

Tell me about how you communicate effectively (and responsibly) using social media.

Answer 14

I only use LinkedIn for professional purposes. e.g. sharing articles online and market commentary news.

Question 15

What do RICS set out as best practice for the use of social media?

Answer 15

RICS members are required to promote trust in the profession and to treat others with respect. This applies to our online presence and communications. This doesn’t mean, however, that surveyors should not have an online presence and use this to express their own opinions, message and values. However, we need to take responsibility for our online presence and ensure that we remain professional and respectful in what we post.

Question 16

What RICS guidance is social media best practice set out within?

Answer 16

RICS set out as good practice for the use of social media in their Regulation document (June 2021).

Question 17

How do you use visual media to communicate with clients, e.g. before & after photographs?

Answer 17

In the refurbishment packages in Opera Lane and Lancaster Gate. Choosing

Question 18

Tell me about how you ensure good communication.

Answer 18

1. . Listen - in a conversation, try to listen more than you speak. You can learn a lot about a person or situation this way, and acknowledge what they say.
2. Use silence - Leave a gap in conversation - what the other person says to fill this can often tell you a lot!
3. Check your body language - try to maintain a relaxed, open stance and friendly demeanour. Appearing defensive or closed can prevent effective communication or deter others from engaging in productive dialogue.
4. Clarity - be clear and concise in what you say or write, get to the point quickly where possible.
5. Timing - don’t ask an important question first thing on a Monday morning or at 5 minutes to close on a Friday afternoon. Ask when your recipient has time to consider your communication.
6. Don’t hide behind emails - use the phone and speak to your negotiating counterparts or clients. It’s often also a lot quicker to reach a resolution or agree a course of action.
7. Feedback - adapt your communication to the feedback you receive. Good to follow up your conversation with an email. Or, call rather than email if you need to clarify what you said to prevent a misunderstanding.
8. Ask open-ended questions to learn more about your recipient and enable you to communicate more effectively.
9. Remember to say the other person’s name. You don’t need to say it often, but you do need to consider how you say it - we suggest sincerely and positively.
10. Learn from your mistakes - if a communication doesn’t go well, ask for feedback and analyse what went wrong. How could you do it better next time?

Question 19

How do you ensure that you are successful in a negotiation?

Answer 19

• Preparation;

I will always review my arguments, produce and provide back-up information for each point. This allows me to negotiate my points confidently.

This allows me to know my bottom line.

Question 20

Tell me about an example of when you have negotiated effectively.

Answer 20

1. Edenhall Apartment.

2. 6 Opera Lane - Storage unit included in sale as it was taking a long time to shift.

Question 21

Tell me about your negotiating style.

Answer 21

1. Preparation
   Firstly I would prepare, as understanding you points fully is critical.
2. Discussion
   During this stage, individuals or members of each side put forward the case as they see it, i.e. their understanding of the situation.
3. Clarification of goals
   From the discussion, the goals, interests and viewpoints of both sides of the disagreement need to be clarified. Establish the common ground.
4. Negotiate towards a Win-Win outcome
5. Agreement
   Agreement can be achieved once understanding of both sides’ viewpoints and interests have been considered.
6. Implementation of a course of action
   From the agreement, a course of action has to be implemented to carry through the decision.

Question 22

Give me an example of when you have communicated using a complex written report.

Answer 22

Opera Lane strategy report, during lockdown when sales were slow and the vendor wanted to increase pricing. This was not possible in the market conditions. I was required to write a complex report that jusitfied not increasing the pricing point, rationale, and apartment market activity in Cork.

Question 23

Snagging delays – how did you communicate with the purchasers? How did you ensure the issues were dealt with as quickly as possible?

Answer 23

By phone then followed up with email and providing regular updates. I chased the site foreman for snag report updates. Shared updates with purchasers as often as possible, while also setting expectations that there would likely be further delays due to the national lockdown.

Question 24

Meadowbank – how did you negotiate the sale of the Type F house? What tactics did you use?

Answer 24

The Type F, four- bedroom, semi-detached house in Meadowbank was on the market for longer than expected,
and the client was becoming anxious that the house would not sell. While doing viewings, potential purchasers
commented that they did not particularly like the layout of the house but that it had other good qualities, e.g., size.
I received an offer below the asking price from a potential purchaser, but there was a no negotiation viewpoint on
pricing. I relayed this information to the potential purchaser and asked them to increase their offer. I negotiated with the
vendor to include flooring in the sale of the house. The vendor agreed as the sale price would remain at the stated
level, and the purchaser agreed as they were receiving more value for money. Both parties were satisfied with the outcome.

Question 25

Type F - What agreement did you reach?

Answer 25

Agreed to include flooring in these house types.

Question 26

Edenhall, Cork – explain how you negotiated the offer. How did the financing affect the closing date? What conditions did you agree?

Answer 26

Phone calls between the vendor and the purchaser. Loan offers and drawdown often experience delays, so mostly not suitable for auction properties. We agreed to the closing date extension as the vendor was keen to sell the property on the auction day to hit their sales target.

Question 27

How did you communicate during negotiations?

Answer 27

Negotiation is a method by which people settle differences. It is a process by which compromise, or agreement is reached while avoiding argument and dispute.
In any disagreement, individuals understandably aim to achieve the best possible outcome for their position (or perhaps an organisation they represent). However, the principles of fairness, seeking mutual benefit and maintaining a relationship are the keys to a successful outcome.
Effective communication involves knowing how to listen attentively. It’s the ability to offer empathy, open-mindedness, and helpful feedback based on what you hear. Also, a friendly demeanor, confidence, and quality nonverbal communication will also help you, as a manager, develop good relationships with the members of your team.