Communication & Negotiation Flashcards
What is Communication?
Exchanging information via various means, such as:
– Verbal either in person or via telephone.
– Written for example e-mails and letters.
– Graphical information such as charts, diagrams and tables.
– Presentations.
– Video conference.
What are the effects of poor communication?
– Time delays
– Unforeseen costs
– Contractual issues
– Poorly maintained relationships /client care.
How do you ensure you communicate effectively?
By clear and concise forms of communication relevant to the subject matter.
Give me an example of when you have communicated effectively?
When project managing a portfolio of works. I met with the client on a weekly basis via Microsoft Teams to verbally communicate all project statuses effectively and updated the progress tracker which was circulated following the meeting formerly outlining progress.
Tell me about how you have communicated effectively in a report relating to a complex issue?
I have called clients following surveys to explain certain issues and why they are occurring.
I have followed this up in my report with the use of photographs and drawings.
What are your thoughts on using e-mail as a form of communication?
- E-mails carry the same legal value as a letter and contracts can be inadvertently created by e-mail.
- We must therefore be very careful with regards to the content and form of the e-mail communication.
- When issuing e-mails it is easy to become complacent as they are perceived as being informal.
- I am always sure to communicate in a professional manner even if other parties do not.
- I always make sure that I select the correct recipient and do not release someone’s e-mail addresses without their consent.
Please explain to me your approach when negotiating in challenging circumstances?
- Undertake detailed research on the matter.
- Compile supporting documentation as substantiation to any claims.
- Arrange an internal meeting with the client to discuss negotiable /non-negotiable items.
- During negotiations I develop a partnering approach rather than an adversarial one with the ethos that the project must be the winner and not the individuals.
What makes a successful negotiation?
- Preparation and collating supporting documentation.
- Each party should get the chance to present their case in a calm forum.
- Identification of bargaining positions and politely making proposals.
- Confirmation in writing on what was agreed at the meeting and next steps to bring the negotiations to a close.
At Wenning House; Was the contractor not obliged to replace the louvers?
Contractually, yes. However, I considered the project delays and considered a middle ground was to coat the doors which the client was happy with.
Was the client happy with having to compromise on the louvers at Wenning House?
Yes, they liked the new colour of louvers and subsequent doors.
How did you deal with the negotiation at Wenning House?
– I reviewed the works schedule which outlined the requirement with RAL number specified.
– I contacted the contractor who admitted this was overlooked.
– I identified the cost of replacement for the contractor and lead in time which would delay the project.
– I called the client initially as this was my clients preferred way of communication.
– Followed this up via email with photographs and a copy of the works schedule.
– I identified a bargaining position to paint the fire doors and politely made the proposals.
– Confirmed with both the client and contractor via email to formailise matters.
At Wenning House, why were the doors powder coated and not just painted?
These existing doors were powder coated so painting the doors would have caused a decoration liability on the client.
Did the additional works at Wenning House cause delays to the programme?
No, there were other works ongoing and these works were incorporated within the programme.
What are the barriers to effective communication?
- Verbal - tone of voice
- Technical language - who is your audience.
- Timing of communication
- Physical barriers, e.g. arms folded, hand over mouth
- Prejudice/bias
- Interruptions: noise, physical distractions
- Location - can’t physically meet in person
- Poor listening skills
What are the 5 principles of effective negotiation?
- Preparation
- Build a Rapport (listen and have empathy)
- Focus on project interest not individuals for a mutually beneficial solution.
- Willing to compromise.
- Record actions and ensure all parties understand.
