Communication & Negotiation Flashcards
You state that you can effectively communicate, how do you know it is effective?
I achieve the results desired; clients, contractors and consultants understand the information that I am conveying, and confirm this understanding.
Why do you take minutes?
To refer back to if there were any disputes.
Keep a written record of what was said verbally.
Help build a “timeline” of events if needed, for example if a contactor claims for an EoT.
Clear records in the event of being audited.
- How did/do you ensure that you do not lose important information?
Record notes on phone – saved as you type.
Any written notes, take photo of/scan after survey
Immediately upload anything from phone (photos etc) to server on return to office
Store in relevant job folder
- What have you learned about negotiating?
The importance of trust – even if you are appointed by one side, the other side must trust that you are negotiating in good faith, and not looking for a one-sided agreement.
Importance of good, timely communication – being clear, open and honest about your rationale behind any solution. Keeping up momentum to show you take matters seriously.
Importance of establishing indisputable facts on which any offers, or counter-offers, can be made.
What should you consider when setting up a complaints handling procuedure?
- Timescales for responses
- Who the responsible principal should be.
- How the complaint will be handled if responsible principal is away or leaves
- Who the alternative redress mechanism should be provided by, and it is compliant with RICS requirements.
- How the procedure is communicated.
- How to log and record complaints
Give an example when you provided good client care?
