Communication & Negotiation Flashcards
What skills do you need to communicate effectively?
Use of appropriate mediums and tools to convey comms appropriately and at the right time. Also other general skills:
1. Active Listening
2. Clarity and Conciseness
3. Empathy
4. Non-Verbal Communication
5. Confidence
6. Adaptability
7. Constructive Feedback
8. Questioning Skills
9. Persuasion
10. Cultural Awareness
How do you ensure that the frequency of communication is acceptable?
Initial consultation and establish guidelines or terms of reference. Regular check-ins may be helpful. Complex projects may require tailored comms and governance plans. Feedback mechanisms must be considered.
What are the different ways you can communicate with clients?
Face-to-face
Email
Written Letter
Telephone
Video Call / Teams / Zoom
Meeting Notes / Minutes
Reports
Briefings
Presentations
When would you choose to use written communication over verbal communication or a face to face meeting?
When you would like a record of the conversation or if the information was lengthy and detailed.
What barriers to effective communication have you come across?
When the wrong method was used for the wrong type of communication. E.g. a phone call to convey too much information or using email in lieu of verbal communication where back-and-forth is required. Or use of informal channels to convey formal information.
Tell me about your negotiating style.
Understand my client’s objectives and priorities.
Establish red lines and non-negotiables.
Establish areas for negotiation.
Understand the other sides’ priorities etc
Set out a starting position. Likely holding back negotiating position.
Advise client if a counteroffer appears reasonable or what their options are.
Why is negotiation important?
Essential to gaining agreement when two parties start from a place of difference.
What is principled negotiation?
Separate people from the problem.
Focus on interests, not positions.
Generate options for mutual gain.
Use Objective Criteria
Develop ad Best Alternative to a Negotiated Agreement
What can be a barrier to negotiating effectively?
Poor Communication
Emotional Responses
Rigid Positions
Lack of Preparation
Power Imbalances
Limited Time
Unrealistic Expectations
Lack of Trust
Inflexibility
What would be a good way to facilitate negotiations in your role?
Prepare thoroughly
Establish clear objectives
Create positive environment
Set ground rules
Active listening
Encourage open dialogue
Focus on interests, not positions
Brainstorm options together
Use objective criteria
Monitor emotions and remain neutral.
Why do you consider that discussing matters in person might be effective?
Builds trust and rapport
Clearer communication, including non-verbal cues
Immediate feedback
Better engagement
Able to handle complex topics
Emotional connection
Clearer outcomes
What are the alternatives to this?
Video conferencing
Phone calls
Instant messaging
Why can these alternatives present challenges?
Technical issues
Limited interpretation of visual cues
Misinterpretation of tone
Lack of documentation
Tell me about how you communicate effectively (and responsibly) using social media.
I work with our comms team at my organisation to use social media channels in respect of project comms. Any social media via LinkedIn (such that I do use it) I make clear is my opinion only.
What do RICS set out as best practice for the use of social media?
1) Professionalism
2) Confidentiality
3) Compliance with Regulations
4) Accuracy and Honesty
5) Respect for Others
6) Brand Representation (distinguish from personal and RICS positions
7) Engagement with the Community (engage positively)
8) Crisis Management (be aware of how to manage)
9) Monitoring and Moderation
10) Training and Development
