Communication & negotiation

Question 1

What skills do you need to communicate effectively?

Answer 1

Attentive listener

Be clear

Harness non-verbal communication

Question 2

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

Question 3

What are the different ways you can communicate with clients?

Answer 3

Phone

Email

Letter

Question 4

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

Question 5

What barriers to effective communication have you come across?

Question 6

Tell me about your negotiating style

Question 7

Why is negotiation important?

Question 8

What is principled negotiation?

Question 9

What can be a barrier to negotiating effectively?

Question 10

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

Question 11

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

Question 12

What are the alternatives to this?

Question 13

Why can these alternatives present challenges?

Question 14

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

Question 15

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

Question 16

What RICS guidance is this best practice set out within?

Question 17

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

Question 18

Tell me about how you conduct yourself in negotiations

Question 19

Tell me about how you ensure good communication

Question 20

Tell me about an example of when you have negotiated effectively

Question 21

Tell me about an example of when you have communicated effectively

Question 22

Tell me about your negotiating style

Question 23

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

Question 24

How did you present to your colleagues effectively?

Question 25

What are the four methods of communication?

Communication & Negotiation - Level 1

Answer 25

1. Verbal
2. Non-verbal
3. Visual
4. Written

Question 26

What are the key factors to a successful negotiation?

Communication & Negotiation - Level 1

Answer 26

• Be prepared
• Ensure sufficient time is allowed to complete the negotiation
• Focus on effectiveness communication, don’t talk over the other person, listen to them and their reasoning etc

Question 27

How do you adopt your communication methods to the type of person you are communicating with?

Communication & Negotiation - Level 2

Answer 27

• If talking to a layperson I use non-technical language and ensure I take time to explain things efficiently
• If I am talking to an experienced professional within the industry then I can use technical language more freely

Question 28

How do you provide excellent levels of client care?

Client Care - Level 1

Answer 28

• Communicating clearly
• Seek feedback from clients
• Develop long term business relationships
• Ensure regular contact and updates throughout instructions

Question 29

Talk me through your firm’s CHP

Client Care - Level 1

Answer 29

1. Written complaint goes to offices appointed complains handler
2. Acknowledgement of complaint is sent within 7 working days along with our understanding of the case and gives the complainent to add to the case
3. Within 28 days we will procide the outcome of the investigation and any actions that may or have happened
4. If the complainent is not happy with the result, it can be referred to another person in a different office for review, this will be done in 21 days
5. If the complaint is still unresolved then we will refer the case to CEDR

Question 30

When was the Complaints Handling Guidance Note last updated?

Client Care - Level 1

Answer 30

• 2016

Question 31

What are some key principals from the Complaints Handling Guidance Note?

Client Care - Level 1

Answer 31

• Publish your complaints-handling procedure and signpost your clients to this.
• Record all complaints in a complaints log.
• Make sure everyone who works for you understands what complaints should be logged and where.

Question 32

How do you understand your clients needs?

Client Care - Level 2

Answer 32

Ask them

Question 33

Why might the lender from Hardgate not accept ex-LA flats outwith London or Edinburgh?

Client Care - Level 2

Answer 33

• Each lender has their own appetite for risk

Question 34

How did you report the flat at Hardgate as unsuitable security?

Client Care - Level 2

Answer 34

• Ticked unsuitable security box, reported nil value and explain reason in general remarks

Question 35

How did you inform the client at Dinnet of the delay and how did you manage their expectations?

Client Care - Level 2

Answer 35

• Emailed them explaining the reason for delay, steps being taken to resolve it and timeline for dealing with it

Question 36

Give an example of a successful negotiation you have been involved in.

Question 37

What examples can you give of effective communication?

Question 38

What methods of presentation are there?

Question 39

What are the fundamentals of negotiation strategies?

Question 40

What is meant by “Without Prejudice” on written documents?

Question 41

What is a graphic presentation?

Question 42

What is effective communication?

Question 43

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How has use of social media affected your work/the profession/the market?

Question 44

Describe your use of Graphic and Presentation skills.

Question 45

Are you writing letters and drafting reports?

Question 46

Describe a negotiation of yours. Tactics etc.

Question 47

How do you deal with a challenge to one aspect, such as the valuation?

Question 48

How do you apply your communication skills to the reporting of a lengthy Scheme II or Home Report as a verbal report?

Question 49

What is status of letter versus email?

Question 52

Give an example of a written presentation/graphic/oral presentation.

Question 53

Give an example of where a negotiation did not give you the desired outcome.