Communication & Negotiation Flashcards
Please define what communication is?
The imparting or exchanging of information by speaking, writing, or using some other medium
What are the main types of communication?
Verbal - Verbal communication means using speech to share information with other people.
Nonverbal - Nonverbal communication means exchanging information face to face without using speech. Nonverbal communication includes things like smiling, hand gestures and posture.
Written - Written communication means exchanging information with others using words and numbers.
Writing is a useful communication tool because it creates a permanent record of the information exchanged for future reference.
Visual - Visual communication uses aids such as graphs and charts to communicate information to people. Visual communication tools complement other forms of communication by adding context and depicting the meaning of information in a different way.
Please provide some advantages of written communication?
- Complex and technical information can be communicated in a precise and explicit manner.
- It creates a record of the communication and can serve as a legal document.
- A reliable way to formalise verbal agreements.
- Information can be circulated to multiple parties, very quickly.
Please provide some disadvantages of written communication?
- Written communication is less personal than oral communication, making it less ideal for emotional messages.
- It may be unclear if the recipient has received the message (for example, the letter was lost in the post or the email was not opened).
- The language and/or tone might be misconstrued and therefore places a different emphasis on the communication.
- You will not know if the recipient has fully understood the communication.
Can you provide typical attributes of effective communication?
- The message is short and precise.
- Clear and easy to read and understand
- The communication is well-structured with an introduction, substance and conclusion.
- Use of diagrams and pictures to enhance meaning and reinforce the message.
- The recipient understands the communication without ambiguity.
If you chair a team meeting, how do you ensure the meeting is effective?
- Set an agenda and keep the meeting on track.
- Prepare for it in advance; have documents, information and visuals ready.
- Be punctual for the meeting.
- Take minutes.
- Give everyone the opportunity to speak and contribute.
- Use body language to enhance communication and also read the body language of others in the room.
What is the difference between effective and efficient communication?
- Efficient communication - information presented in a clear and concise manner, reducing effort
- Effective communication - to accomplish a purpose; produce the intended or expected result.
What are the barriers to communication?
- Differences between verbal and non-verbal communication; you say something, but your body language does not give the same signals.
Differences in perception and viewpoint. - Body language can distract people, meaning they miss vital parts of your verbal communication.
- Language or cultural differences.
- Different time zones or locations.
- The use of jargon. Overly complicated, unfamiliar and/or technical terms.
- Physical disabilities such as hearing problems or speech difficulties.
Can you explain what is meant by body language and give an example?
- Non-verbal communication that can often have hidden messages.
- It is usually the body that does the talking; for example, crossing your arms when in conversation can project a defensive or reluctant message.
Please name some different forms of body language and briefly explain their attributes?
- Passive - Defeated posture, over-apologetic, no eye contact.
- Assertive - Relaxed and balanced hand gestures, firm but friendly, maintaining a comfortable distance.
- Aggressive - Tense, invading space, loud, clenched fists.
What is negotiation?
Discussions to reach a compromise or agreement. Parties agree, through a formal or informal negotiation process, to identify a resolution acceptable to all parties.
What outcomes could indicate a successful final account negotiation?
Both parties come away happy, the costs are agreed upon, and the project is within the client’s budget.
What key things do you need to think about before entering a negotiation?
- To what level l’m authorised to negotiate (for example, up to £250k).
- My (and my client’s) red lines.
- Do I have sufficient facts and information
- The character of the person I’m negotiating with.
- What I want the outcome to be.
- The areas where I’m willing to compromise.
- The structure of the negotiation.
What is your negotiating style?
It largely depends on the situation; if there is a strong case for my client, I may adopt an assertive approach to get the best deal; however, I aim to be collaborative and endeavour to find a resolution acceptable to all parties.
When faced with a challenging negotiation, how do you conduct yourself in a fair and professional manner?
- I always stay objective and enter the negotiation with the mindset of finding a resolution.
- I’m always respectful towards the other party and endeavour to understand their position.
- I listen to their concerns and objections, and I then counter them with answers that prevent doubt.
