Communication & Negotiation Flashcards
What is communication?
The imparting or exchange of information by types of communication
Name some types of communication
- Verbal/Oral (phone calls, in person meetings, presentations & interviews)
- Non-verbal (face-to-face without speech - smiling, hand gestures)
- Written - using words and numbers (minutes, reports, letters, emails)
- Visual (graphs and charts)
- Formal (report)
- Informal (discussion on site or on the phone)
What is important and required for a good presentation?
- Confidence
- Speaking confidently
- Positive Body Language
- Facial expressions
All important to show you have knowledge on the subject you’re presenting on and can be replied upon as a competent professional.
What are the various stages of negotiation?
- Preparation
- Opening
- Bargaining
- Conclusion
During your negotiation on final accounts, what would indicate that it was successful?
Both parties come away happy, costs agreed and within the clients budget.
Can you confirm how you would prepare for a negotiation?
- What level I’m authorised to negotiate to (e.g. up to £250k)
- What the red lines are
- Do I have all the facts and information?
Extra: Character of other person, outcome I need, where can I compromise)
What is your negotiating style?
It depends on the situation & the outcome I require.
I will always be fair and aim to have a positive outcome for both parties however I will be assertive and stand my ground when necessary.
What are the barriers to communication?
- Language or cultural differences
- Different time zones or locations
- Use of jargon
- Hearing or speech problems
Extra
- Lack of trust
- Missing or inaccurate information
- Lack of emotional intelligence
- Communication problems
What is a negotiation?
A discussion to reach a compromise or agreement.
If you’re chairing a meeting, how do you ensure the meeting is effective?
- Set an agenda and keep meeting on track
- Prepare and every documents ready in advance
- Be punctual
- Take minutes
- Let everybody speak
- Use body language to enhance communication and read others
What are advantages and disadvantages to written communication?
Advantages
* creates a record and serve as a legal document
* reliable way to formalise verbal agreements
* complex & technical info can be be communicated in a precise manner
* info can be circulated to multiple parties quickly
Disadvantages
* less personal than oral
* unclear if message was received
* won’t know if the recipient understood the info
When you chair a meeting how do you ensure it’s effective?
1) Set an agenda and keep on track
2) prepare in advance - documents and info ready
3) Be punctual
4) Take minutes
5) give everyone the opportunity to speak and contribute
6) Use body language to enhance meeting and read others
What are the benefits of clear communication?
What is body language?
Non-verbal communication often with hidden messages
Crossing arms - defensive or reluctant
What are the different forms of body language?
- Passive - defeated posture, over-apologetic, no eye contact
- Assertive - Relaxed and balanced hand denatures, firm but friendly, maintain comfortable distance
- Aggressive - Tense, invading space, loud, clenched fists
What is good/clear/effective communication?
1) Short & precise
2) Clear and easy to read and understand
3) Well-structured (into, substance, conclusion)
4) Use of diagrams to enhance/reinforce
5) Recipient understands
Name a time you had a successful negotiation?
Groundworks final account. Needed to ensure we had enough in our contract sum as it was a D&B contract and not entitled to any variations. This was back to back with the subcontractor. All had contingency pots to cover unknowns
How would you cope with a challenging negotiation?
- Stay objective
- Mindset of finding a resolution
- Be respectful
- Listen to concerns
- Counter with answers that prevent doubt
What is a “without prejudice” offer?
Statements made in a genuine attempt to settle a dispute cannot be used as evidence in court
(Making an offer to a certain amount within a time frame to settle)
