Communication & Negotiation Flashcards
What do you consider to be an example of good communication?
It is saying enough (but not too much) by a method that is appropriate for the circumstances, so that all parties understand what has been discussed. It also means being a good listener so you fully understand what to say in your response
How do you ensure that the frequency of communication is acceptable?
It depends on the individual and their needs, through talking to them
What are the different ways you can communicate with clients?
Phone, letter, email, text (but ideally not)
When would you choose to use written communication over verbal communication or a face to face meeting?
When you want to confirm something essentially, either as a follow up or to ensure clarity or understanding of what has or will happen
What barriers to effective communication have you come across?
People being closed to inputs or ideas, so they will not take on board advice, people not listening so they say what they want to say and not what’s needed
Tell me about your negotiating style.
It depends on the situation, I would say I’m more naturally a collaborator so tend to try and find a middle ground that suits all parties, however I have used a more competitive style in other sitations
Why is negotiation important?
They contribute to business success and doing it well helps to build relationships with the other parties and hopefully both parties can walk away satisfied with the agreed outcome
What is principled negotiation?
Principled negotiation isbased on the notion that we need to negotiate on the merits of the case. We need to find ways to work together in order to ensure that wise choices are made that benefit everyone.
What can be a barrier to negotiating effectively?
Poor planning, either not giving enough time, not doing enough research our thinking about the other party and what they may want to be gaining from the negotiation
It can also be simply not listening to the other party
What would be a good way to facilitate negotiations in your role?
Call a meeting, giving each party the opportunity to air their views beforehand if the relationship had broken down, if they were establishing a relationship then attempting to get them together, setting out the positives for both parties and ensuring time is available for discussion of issues for either side. Advise and assistance could be given to one side who are new to this.
Why do you consider that discussing matters in person might be effective?
Because people tend to be more open to communication and discussion when they are in a room together, leading to more collaboration. It also helps when building relationships and reduces the chances of miscommunication
What are the alternatives to discussing matters in person?
It can be done over the phone, in a conference call or over the internet, having a live conversation is better than written communications for negotiations
Why can the alternatives to face to face meetings present challenges?
Nuances or tone can be lost in written communication, online meetings can have issues with timezones and connectivity, the same with conference calls and people tallking over each other or not being able to pick up facial expressions
Tell me about how you communicate effectively (and responsibly) using social media.
I use Linkedin on a professional basis, using it to keep in touch with colleagues and fellow professionals. To be safe I tend not to use this or Facebook to post anything negative, dealing with complaints with the company directly
What do RICS set out as best practice for the use of social media?
That it’s an effective tool for networking and communication, however members must make sure to refrain from bullying, harrasment, racism etc and make sure any negative reviews are for the company not against an individual
