Communication & Negotiation

Question 1

Forms of communication?

Answer 1

Verbal = calls, presentation, meetings,
Non-verbal = body language, eye contact, posture
Graphic- tables, maps
Written - letter, reports, email,

Question 2

Barriers to communication?

Answer 2

Unclear instructions
Technical language
Emotion
Bias
Boredom
Prejudice
Distraction
Noise
Physical - arms folded, hand over mouth
Quality

Question 3

How to negotiate in challenging circumstances?

Answer 3

Research
Supporting documents to back up point
Set up meetings regarding negotiable/non-negotiable items
SWOT analysis
Partnering approach
Project focus

Question 4

How to reach successful negotiation?

Answer 4

Prepare
Supporting docs to support view
Each present ideas
Polite
Confirm agreement in writing

Question 5

How to prepare for negotiation?

Answer 5

Research
Prepare eventualities
Plan
Identify negotiable/non-negotiable points

Question 6

What to do during negotiations?

Answer 6

Both discuss position
Remain professional,calm, respectful
Honour the agreement
Confirm in writing

Question 7

Type of oral communication

Answer 7

Daily
Team meetings
Presentations

Question 8

What to consider during email communication?

Answer 8

Legal value
Content
Complacency
Professional manner
Confidentiality

Question 9

Key considerations

Answer 9

Target audience
Time limits/urgency
Recording communication
History between parties
Appropriate method
Intended message

Question 10

How to communicate better?

Answer 10

Listen
Use silence
Body language
Clarity
Timing
Don’t hide behind emails
Feedback
Open ended questions
Remember names
Learn from mistakes

Question 11

Manage expectations

Answer 11

Timescales
Advise if unlikely to meet deadline
Respond timely
Call to deliver unwelcome news

Question 12

Principle categories?

Answer 12

Formal v Informal
Internal v external

Question 13

Negotiation examples

Answer 13

Final account - expenses, contract works,
Instructions - cost, time, benefits
Valuations - timescales, sums, materials, claims,

Question 14

What is communication ?

Answer 14

Exchange of info by speaking, writing or other medium

Question 15

Views on email communication

Answer 15

Take care with content
Not release sensitive info
Legal weight
Be professional

Question 16

What is negotiation?

Answer 16

Discussion to reach compromise/agreement
Concession/non-negotiable items discussed

Question 17

Following verbal agreement?

Answer 17

Follow up in writing
Request other party agrees confirms agreement
Follow up call if needed

Question 18

Example of difficult negotiation

Answer 18

Preparation
Supporting docs
Meeting with client
Agree concessions
Staying calm
Outcome
Follow up

Question 19

What does block capitals indictate?

Answer 19

Shouting - avoid

Question 20

What to do if unclear instructions received by phone?

Answer 20

Repeat back
Listen
Follow up in writing

Question 21

How structure a presentation?

Answer 21

Scalable with opening
Arguments with details
Closing statement

Problem
Pathway
Solution

Question 22

Purpose of communication

Answer 22

Exchange ideas/views
Resolve conflicts
Negotiate

Question 23

What is efficient communication?

Answer 23

Ability to deliver clear messages in shortest time

Question 24

What is effective communication?

Answer 24

Communications between parties are successfully delivered, received and understood

Question 25

Process of negotiations

Answer 25

Understand subject
Strength and weaknesses of parties
Possible agreement/consequences
Best possible solutions
Right approach/strategy
Prepare agenda
Invite
Conduct negotiation
Record

Question 26

Negotiation tools

Answer 26

Setting the stages - location, arrangements
Authority - decision maker
Separate people from problems - emotions
Game plan - alternatives, prepare
Take higher ground
Be alert and listen
Test the water
Speak out but with purpose - don’t intimidate
Avoid unethical tactics - dishonesty
Don’t rush
Be creative - brainstorm ideas