Communication & Negotiation Flashcards
What is Communication?
The imparting or exchanging of information by speaking, writing, or using some other medium’ or ‘the successful conveying or sharing of ideas and feelings’.
Communication requires three things:
Communicator
Method
Recipient
What are the different methods of communication?
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, negotiations
On-verbal - body language, appearance, posture, eye contact, facial expressions, gestures
What is Negotiation?
Defined as
“discussion aimed at reaching an agreement”
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.
How do you prepare for a negotiation?
Before any negotiation takes place, a decision needs to be taken as to when and where a meeting will take place to discuss the problem and who will attend. Setting a limited time-scale can also be helpful to prevent the disagreement continuing.
This stage involves ensuring all the pertinent facts of the situation are known in order to clarify your own position. In the work example above, this would include knowing the ‘rules’ of your organisation, to whom help is given, when help is not felt appropriate and the grounds for such refusals. Your organisation may well have policies to which you can refer in preparation for the negotiation.
Undertaking preparation before discussing the disagreement will help to avoid further conflict and unnecessarily wasting time during the meeting.
What agenda do you following when chairing meetings?
- Introduction of all parties
- Client, Supervising Officer, Contracts Manager. Site Supervisor
- Contract Information
- Insurances
- Statutory Approvals
- Entrances & Boundaries
- Fencing & Security
- Compound & Welfare
- Housekeeping & Site Rules
- Working Hours
- Construction Phase Plan / RAMS
- Communication i.e. instructions
- Valuations
- Contact Information
- Other Matters
What is a service level agreement visit and what does it involve?
A service-level agreement (SLA) sets the expectations between the service provider and the customer:
Describes the products or services to be delivered,
Point of contact for end-user problems,
Metrics by which the effectiveness of the process is monitored and approved.
Can you give an example of when you have changed your method of communication to suit a specific circumstance?
Using AutoCAD to graphically communicate a design to a client
Email to confirm the outcome of a negotiation
What experience do you have in negotiating a variation?
What experience do you have in negotiating a final account?
I haven’t had to negotiate a final account before. I tend to be on top of instructions for the duration of the project. If I were to negotiate a final account I would follow the RICS Guidance Note: Final Account Procedures.
- Invite the contractor and third party to the negotiation for a swift agreement
- Listen to others point of view
- Record any negotiation meetings
Why is a graphical representation beneficial?
Demonstrates to the client the design in a graphical and easier way to understand.
Different forms 2D and 3D may be used depending on the clients requirements
Explain how you successfully negotiated the financial discrepancy; how did you go about this?
Defect within the floor screed at Kingsway Primary School. The contractor submitted a claim which I negotiated.
Invited the contractor and client to a meeting, listened to both points of view. was able to reach a negotiation and then recorded via minutes confirmed with an email.
What skills in general do you need for negotiation?
- Preparation and collating supporting documentation
- Each party gets the chance to present their case in a calm forum
- Identify bargaining positions and make proposals
- Bargain on concessions and compensation to reach final proposal
- Agree and confirm the deal; confirm who does what
- Record all negotiation meetings
Are you aware of any guidance for communication and negotiation; what does the guidance say?
Did you alter your negotiation style or did you act impartially?
I act professionally in every facet of my life, My style does not alter as such but I do not necessarily need to record conversations with colleagues in writing unless it is project specific and or has legal ramifications.
How you would communicate with someone who had a hearing/visual impairment?
Firstly, I would ask them for their preferred method of communication.
Visually impaired:
- Larger font
- Audio recording
- Braille
Hearing Impairment:
- Provide in writing
