Communication & negotiation Flashcards
What skills do you need to communicate effectively?
Clarity and conciseness, active listening, adaptability, confidence and professionalism, written proficiency.
What is clarity and conciseness in communication?
Ensuring messages are direct and easy to understand.
What is active listening?
Understanding client needs and responding appropriately.
What does adaptability mean in communication?
Tailoring communication to the audience (e.g., lay clients vs. professionals).
Why is confidence and professionalism important in communication?
Maintaining credibility and authority.
What is written proficiency?
Ensuring reports and emails are clear, structured, and professional.
How do you ensure that the frequency of communication is acceptable?
Establishing client expectations, agreeing on reporting intervals, adapting based on client preferences.
What are the different ways you can communicate with clients?
Written: Email, reports, letters; Verbal: Face-to-face meetings, phone calls, video conferencing; Visual: Drawings, photographs, presentations, infographics.
When would you choose to use written communication over verbal communication?
When providing formal instructions, requiring an audit trail, or summarising agreed actions after meetings.
What barriers to effective communication have you come across?
Technical jargon, cultural or language differences, poor technology or connectivity.
How can you overcome technical jargon in communication?
By simplifying language.
What is your negotiating style?
Collaborative and principled, fact-based, professional and ethical.
Why is negotiation important?
Helps achieve fair market terms, strengthens client relationships, ensures win-win outcomes.
What is principled negotiation?
A method focusing on separating people from the problem, focusing on interests, generating options for mutual gain, and using objective criteria.
What can be a barrier to negotiating effectively?
Emotional bias, lack of preparation, unrealistic expectations.
What would be a good way to facilitate negotiations?
Preparation, clear communication, building relationships.
Why do you consider discussing matters in person might be effective?
Allows for non-verbal cues and better engagement, immediate clarification of concerns.
What are the alternatives to in-person discussions?
Video calls, emails, formal letters, phone calls.
Why can these alternatives present challenges?
Emails lack tone and clarity, phone calls provide no written record, video calls depend on internet reliability.
How do you communicate effectively using social media?
Keeping posts professional and factual, avoiding disclosing confidential information.
What do RICS set out as best practice for the use of social media?
Be honest, transparent, and professional; do not share confidential or misleading information.
What RICS guidance is this best practice set out within?
RICS Social Media Guidance Note.
How do you use visual media to communicate with clients?
Demonstrating project progress, providing clear comparisons, ensuring images are accurate and date-stamped.
What forms of communication are you aware of?
Verbal, nonverbal, written, graphical.
What are the barriers to effective communication?
Prejudice, bias, jargon.
What is your approach when negotiating in challenging circumstances?
Start with detailed research, arrange a meeting, use SWOT analysis, develop a partnering approach, ensure project success.
What makes a successful negotiation?
Preparation, giving every side a voice, working together, swift confirmation in writing, confirming next steps.
What are the key steps when preparing for a negotiation?
Internal research and preparation, organisation of meeting.
What happens during a negotiation meeting?
Both parties present their side, all should remain professional, the meeting should be calm.
Please provide an example of when you had to handle difficult negotiations.
During the acquisition of 94 Mostyn Street, I negotiated a price reduction and asbestos removal.
What was the initial asking price during the acquisition of 94 Mostyn Street?
The initial asking price was £300,000.
What was the final negotiated price for the acquisition?
The final negotiated price was £220,000.
What is an example of your oral communication skills?
I have provided a number of professional presentations.
What are your thoughts on using email as a form of communication?
Emails carry the same legal value as a letter and must be used carefully.
How do you conduct yourself in negotiations?
I adopt a professional and fact-based approach. I use market evidence and comparable data to support my position. I ensure transparency and fairness in all discussions.
How do you ensure good communication?
I use clear and concise reporting, active listening, regular updates, and tailor my communication style for different stakeholders.
What is an example of when you have negotiated effectively?
In a recent lease renewal in the Victoria Centre, I secured a rent increase for the client by demonstrating market upturn evidence.
What is an example of when you have communicated effectively?
I produced a detailed internal valuation report for 10 Mostyn Street, ensuring clear structure and rationale, which was well received by the client.
Give an example of when you have communicated using a complex written report.
During the acquisition of 94 Mostyn Street, I prepared a detailed valuation report that provided a clear, evidence-based recommendation, ensuring my client made an informed investment decision.
What was your negotiation strategy for Unit 33b and how did this help you agree on new rent?
I used comparable rental evidence to justify a revised rent and highlighted market trends to persuade the tenant of a fair deal.
Why are guarantors used?
Guarantors are used to reduce financial risk for landlords and ensure liability for rent and damages if the tenant defaults.
Why did you advise the guarantor could be removed?
The tenant demonstrated strong financial standing and had a long trading history with good covenant strength.
Did you provide your director and tenant with evidence to justify the new rent? If so, what evidence?
Yes, I provided comparable lease transactions, market trends, and economic conditions.
How does a break penalty work?
A break penalty is a financial or time-based penalty imposed if a tenant exercises a break clause early, which could involve rent forfeiture, additional notice periods, or compensatory payments.
What are the risks of having a startup company lease a unit?
The risks include a higher risk of default due to lack of financial history, an unproven business model, and limited covenant strength.
How would you source covenant information?
I would source covenant information by reviewing company accounts via Companies House, checking credit ratings from agencies like Experian or Dun & Bradstreet, and seeking landlord references.
