Communication & Negotiation Flashcards
1
Q
Define communication.
A
- The imparting or exchanging of information
2
Q
What are the different ways to communicate?
A
- Oral communication
- Written / graphical communication
3
Q
Give some examples of oral communication
A
- Phone calls
- Reporting at meetings
- Chairing meetings
- Presentations
- Contractor interviews
- Listening skills
4
Q
Give some examples of written communication.
A
- Letters
- Business memos
- Emails
- Written reports
- Using drawn information
5
Q
What are the advantages of written communication?
A
- Creates a record / audit trail
- Good way to formalise verbal agreements
- Information can be circulated to several parties simultaneously and quickly
6
Q
What are the disadvantages of written communication?
A
- May be unclear if the recipient has received the message
- Language / tone / terminology may not be familiar or acceptable to the recipient
- Much more difficult to ask questions / to ask someone to clarify information
- You will not always know the recipient has understood the message
7
Q
How do you communicate successfully over the phone?
A
- Be prepared, note the points you wish to cover
- Be explicit about the reasons for the call
- listen carefully to responses
- Take notes, recording the date and time
- Always return calls as soon as possible
8
Q
How do you successfully report at meetings?
A
- Prepare thoroughly
- Be accurate, never guess and be honest if information is not available
- Know your facts
- Distribute copies of your submission to others at the meeting
- Maintain eye contact
- Be brief and to the point
- Know your strengths and weaknesses, anticipate possible critique and prepare your responses
9
Q
What are the benefits of meetings?
A
- Provide a collective for decision making, planning and follow-up, accountability and democracy
- Are an organising tool
10
Q
How should you chair / facilitate a meeting?
A
- Distribute an agenda
- Open the meeting with taking attendees and introducing names of those including their position and title
- Explain the purpose
- Give apologies
- Make sure minutes of previous meeting are circulated
- record actions and summaries of discussions and decisions made
- issue meeting minutes
11
Q
What are presentations?
A
- A means of communicating which can be adapted to various speaking situations
12
Q
How do you ensure a presentation is successful?
A
- Consider your audience and the most appropriate presentation method
- Preparation is key
- Set out presentation in logical sequence
- Ensure your key points you want to get across are clearly defined
- Face and speak to audience, not screen
- Do not block screen, stand to the side
13
Q
How do you demonstrate good listening skills?
A
- Face speaker and maintain eye contact
- Keep an open mind
- Don’t interrupt, wait for speaker to pause before asking
- Ask questions to ensure your understanding
14
Q
What is meant by body language?
A
- Conscious or un-conscious movements and postures by which attitudes and feeling are communicated
15
Q
What are the types of body language and what do they mean?
A
- Passive - defeated, over-apologetic, understanding, no eye contact
- Assertive - relaxed and balanced, firm but friendly, maintaining a comfortable distance
- Aggressive - tense, invading space, loud, clenched fists
