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Will P > Communication & Negotiation > Flashcards

Communication & Negotiation Flashcards

1
Q

What forms of communication are there?

A
  • Verbal
  • Non-verbal
  • Written
  • Presentation
  • Listening
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2
Q

What communication channels have I used?

A

-Emails
- Phone calls
- Face to face meetings
- Virtual meetings
- Presentations

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3
Q

What are barriers to effective communication?

A
  • Language
    Technical Language Barriers
  • Bias
  • Interruptions
  • Time zones
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4
Q

What presentation skills do you use?

A
  • Clear communication
  • Eye contact
  • Visual aids
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5
Q

What are the most effective communication channels?

A

Emails and phone calls
- However I understand their drawbacks
- I always follow up phone calls with emails to ensure a written trail

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6
Q

What are advantages of written coms?

A
  • Efficient way to convey complex advice
  • Clear audit trail
  • Can reach a wide range of recipients
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7
Q

What are the cons of written coms?

A
  • Hard to know if someone has received email
  • ## Cant tell tone/body language
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8
Q

How do I communicate effectively when writing?

A
  • Keep things clear and concise
  • Use language which is easy to understand
  • Include conclusions/illustrations when necessary
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9
Q

What is the importance of good communication?

A
  • Convey info across parties
  • Reduce misunderstanding
  • Allow efficient management
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10
Q

What is body language?

A

Non-verbal communication conveyed by the body

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11
Q

Provide an example of a tenant meeting?

A

Horizon House, Epsom - Refurbishment
- Weekly meetings with tenants to update on timescales, day-day issues, schedule etc
- Meant tenants fully informed and day-to-day activities were not impacted. Project ran smoothly

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12
Q

How are my service charges provided to clients?

A
  • 3 months before start date - meet KPI and SC code
  • Draft budget provided with recommendations for breakdown
  • Phone virtual meeting set up to run through draft, before finalising budget
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13
Q

When have I tailored my communication style?

A
  • Talking through refurb works with a client. They were unaware of what RAMS where, so I explained in a clear, simple manner and covered any questions they had
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14
Q

How would you inform a client of bad news?

A

Straight away over the phone to deliver the news.
- I would then arrange a meeting to discuss in detail, preparing all info and explaining the issue in detail

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15
Q

What is a benefit of formally documenting meetings?

A

Can be easily referred to and ensures matters discussed are actioned

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16
Q

What are meeting minutes?

A

Official record of decisions made, who attended and dates, plans for next meeting

17
Q

What is an example of a written report you have provided to a client?

A

Licence to Assign
- Clear and concise with recommendation
- SPlit into key sections
+ Key lease terms
+ Detail of application
+ Overall recommendation
- Provide clear recommendation and conclusion
- Use language client can understand

18
Q

What is negotiation?

A

Dissussion betwene 2 or more parties, aimed at resolving an issue or reaching an agreement on a matter

19
Q

What do you consider when entering a negotiation?

A
  • What is negotiable and non-negotiable
  • Gather info and facts
  • Consider character of other party
  • Define outcomes
  • Plan structure of negotiation
20
Q

What are key negotiation skills?

A
  • Research and preparation
  • What is and isn’t negotiable
  • Attitude
  • Flexibility
    Having fall back
21
Q

What is my negotiation style?

A

Depends on desired outcome, but I aim to be collaborative and find a solution that works for all parties

22
Q

How would you maintain professionalism when conducting a negotiation?

A
  • Treat others with respect
  • Be objective
  • Carry out negotiation ethically and to the required standards
23
Q

What happens during a negotiation?

A

Parties set out their case and what they would like to achieve

24
Q

How would you ensure frequency of communication is acceptable?

A

Aim to respond in 24 hours
- If complex task, I send an email confirming receipt

25
Q

What are barriers to negotiation?

A
  • Lack of trust
  • Lack of information
  • Cultural differences
  • Communication issues
26
Q

What are win-win and win-lose negotiations?

A

Win - concludes with mutually beneficial outcome
Lose - one party wins and other loses

27
Q

What are types of negotiation?

A

Hard - goal of victory (adversarial)
Soft - goal of agreement (non-confrontational)
Principled - goal of problem solving

28
Q

What are the 5 negotiation styles?

A

1) Avoiding - delay negotiation
2) Dominant - outcome over relationship
3) Accommodating - relationship over outcome
4) Collaborative - mutual success
5) Compromising - will to accept winners and losers

29
Q

How do you conduct yourself in a negotiation?

A

Calm, accommodating, cooperative, positive attitude

30
Q

What happens if you cant reach an agreement through negotiation?

A
  • Dispute resolution
  • Ideally mediation/conciliation to begin with
31
Q

How do you conclude a negotiation?

A
  • Conclude conversations
  • Ensure minor details are agreed
  • Ensure parties happy/agreed
  • Follow up with written confirmation of outcomes
32
Q

What is a non-starter?

A

Offer with no chance of success - dangerous to negotiations and damage relationship

33
Q

What is an insult offer?

A

Offer with little justification or objective

34
Q

How do you distinguish between a successful and unsuccessful negotiation?

A

Success - good solution which satisfies all parties and doesn’t compromise relationship
Unsuccess - reasonable solution not met and relationship damaged

35
Q

Why is negotiation important?

A
  • Increase value for client
  • Increase income
  • Avoid ADR
36
Q

Why is discussing matters in person important?

A
  • Build trust and create better relationship
  • Increase collaboration and productivity
  • Quicker
  • Non-verbal understanding - body language
37
Q

When have you negotiated effectively?

A
38
Q

When have you communicated effectively?

A
39
Q

How do you ensure good communication?

A
  • Follow up meetings & phone calls with emails
  • Ensure i communicate clearly
  • Prepare ahead of meetings and bring visual aids

Will P (12 decks)

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