Communication & Negotiation Flashcards
What forms of communication are there?
- Verbal
- Non verbal
- Written
- Presentation
- Listening
What communication channels have i used?
- Emails
- Phone calls
- Face to face meetings
- Virtual meetings
- presentations
What barriers are there to effective communication?
- Language and technical barriers
- Bias
- Interruptions
- Time Zones
What presentation skills do you use?
- Clear communication
- Eye contact
- Visual aids
What are the most effective communication channels?
Emails and phone calls
- I always follow up with phone calls with emails to ensure a written trail.
What advantage of written trail?
- Efficient way to convey complex advice
- Clear audit trail
- Can reach a wide range of recipients
What are the cons of emails?
- Hard to know if someone has received an email.
- Cant tell someone’s tone/ body language.
How do I communicate effectively when writing?
- Keep things clear and concise
- Use language which is easy to understand
- Include conclusions/ illustrations when necessary
What is the importance of good communication?
- Convey info across parties
- Reduce misunderstanding
- Allow efficient management
What is body language
Non verbal communication conveyed by body movements
Provide an example of a tenant meeting?
15-18 Golden Square- bi-monthly management meeting.
How are my service charges provided to clients?
- 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 the draft before finalising the budget.
How would you inform a client of bad news?
Straight away over the phone, then follow up with a meeting to discuss the issue and action plans.
What is the benefit of formally documenting meetings?
Can easily referred to and ensures matters and discussed and actioned.
What are minutes of the meeting?
Official record of decisions made and who attended/ dates and plans for the next meeting.
What is an example of a written report you have provided to a client?
LTA- Recommendation
- Clear and concise
- Split into key sections
- Lease terms
- Detail of the application
- Overall recommendation
What is negotiation?
Discussion between 2 or more parties to resolve an issue or reach a agreement.
What do you consider when entering a negotiation?
- what is negotiable and non-negotiable
- Gather info and facts
- consider the character of the other party
- define outcomes
- plan structure of negotiation
What are key negotiation skills?
- Research and preparation
- What is and isn’t negotiable
- Attitude
- Flexibility
- Having a fall back
What’s your negotiation style?
Depends on the best outcome for the client, but I aim to be collaborative and find a positive solution that works for all parties.
How would you maintain professionalism when conducting a negotiation?
- Treat others with respect
- Be objective
- Carry out negotiation ethically and to the required standards.
What happens during a negotiation?
Parties set out their case and what they would like to achieve.
How would you ensure frequency of communication is acceptable?
Aim to respond in 24 hours.
If complex send a holding email confirming receipt and that it is being actioned.
What are barriers to negotiation?
- Lack of trust
- Lack of information
- Cultural differences
- Communication issues
What are types of negotiation?
Hard- goal of victory (adversarial)
Soft- goal of agreement (non-confrontational)
Principled- Goal of problem solving
What happens if you cant reach an agreement through negotiation?
- Dispute resolution
- Ideally mediation to begin with.
5 negotiation styles?
- Avoiding- delay negotiation
- Dominant- Outcome over relationship
- Accommodating- relationship over outcome
- Collaborative- mutual success
- Compromising- will to accept winners and losers
What is an insult offer
An offer with little justification or objective
Why is negotiation important?
- Increase value for client
- Increase income
- Avoid ADR
