Communication & Negotiation Flashcards
What forms of communication can be used?
Verbal (in person or via phone)
Non-verbal such as body language, eye contact, gestures and appearance
Written (emails and letters)
Graphical information such as charts, diagrams and tables
Presentations
Video conference
What are the barriers to effective communication?
Verbal monotone or unclear delivery of speech
Over use of technical language which may not be understood by all parties
Emotionally charged and heated conversations where parties are unable to listen
International language barriers
Disinterest and boredom
Prejudice
Bias
Interruptions and distractions
Background noise pollution
Poor call quality
Poorly maintained and adversarial relationships
What makes a successful negotiation?
Preparation and collating supporting documentation
Each party having the chance to present their case in a calm forum
Identification of bargaining positions and politely making proposals
Swift confirmation in writing on what was agreed at the meeting and confirmation on what items still need to be actioned and by who
A confirmation of next steps to bring the negotiations to a close
What are the key steps when preparing for a negotiation?
1) Claim notification - head of claim are notified to the parties involved with notification of what claims are being sought with general setting of the scene prior to meeting
2) Internal research and preparation - undertake research and planning with initial responses issued. Concession items and non negotiable items are usually identified internally within each team with planning of strategy & roles being allocated before the meeting
3) Organisation of the meeting - time and venue for negotiation meeting will be arranged followed by the meeting itself
What happens during a negotiation meeting?
Both parties should be allowed to discuss their position on the claim items being discussed and their reasoning for their position
All parties should look to maintain professionalism, remain calm, acting with respect and courtesy at all times
The meeting should take place ideally in a calm setting
Both parties should honour the agreements reached for the benefit of the project
Once the negotiation items are agreed they should be put in writing as soon as possible
What are your thoughts on using an e-mail as a form of communication?
E-mails carry the same legal value as a letter and contracts can be inadvertently created by email
Care must be taken with regards to the content and form of email communication
Always communicate in a professional manner even when others do not
Always select the correct recipient and do not release someone’s email address without their consent
