Communication & Negotiation Flashcards
What does effective communication mean?
When the message and intention you wish to convey is correctly presented and perceived
Positive Client Outcomes; meaning, examples
Meaning – maintaining a good working relationship leading to further work, delivering on the key requirements of the instruction, client satisfaction that they have received the most professional and well informed service, feeling like they have been kept well informed and well advise throughout the process.
Examples – Project Annapurna; effective communication: advising the client of the need for survey work, arranging quotes, obtaining quotes for sign off, and keeping the client informed that third parties were in keeping with the project timeline, let client know when complete and provide report. Positive client outcome: the client felt up-to-date, they were happy I had monitored to keep timeline on track, and felt secure that they had eliminated some chipping risk in final bids.
What communication skills do you use in your role
Written – prepare emails daily, consultancy reports, pitch presentations, valuation reports
Oral – weekly calls wit clients, regular calls with interested parties, team discussions
Graphic – bar chart summarise bid spread by bid type (Annapurna), bid chart summarise timelines, tables for comparables, traffic light matrix to recommend party selection, present heat maps for capital values.
What did you learn at (CPD) Communicating Effectively
Characteristics of being a good and poor communicator, and benefits:
Good: good listener who responds appropriately, responsive, concise, clear, unambiguous, open body language
Bad: Unresponsive, ambiguous, rude, interrupting, defensive or aggressive body language
Benefits: efficiency, mutual respect, build relationships.
What example of tone, clarity and content did you review in (CPD) Communicating Effectively
Read example emails showing good and bad examples of tone, clarity and content. Important in emails to make sure tone can be interpreted correctly.
What did you learn at (CPD) Negotiation Skills
Objectives – need to be agreed with client before starting negotiation to establish position.
Personal approach to negotiation – how my personality fits
What are examples of clear objectives (CPD) Negotiation Skills
Strike price, Timelines, Deal type, Financing position. Non-negotiables and Negotiables.
How do your personal traits fit into a negotiation
- Collaborative approach
- Build rapport
- ‘good cop’
- Don’t typically like confrontation, so try to keep mood light and fair
Project Annapurna
What were the technical surveys
Full measured survey, EPC, HAC (high alumina cement) testing
Project Annapurna
How did you communicate required surveys to client? Why required? Impact of not instructing?
How: On the phone prior to marketing in weekly update meeting.
Why?: For the benefit of interested parties to aid their due diligence. EPC is legal requirement.
Impact: Conversion of building; high level of uncertainty if no reliance on existing drawings. Need to understand condition of concrete for structural and mortgagebility purposes. Introduces party risk = conditionality, lower bids or chipping.
Project Annapurna
How did you find/select third parties?
Approached third parties on CBREs Approved Contractors list (RICS Surveying Safely) who operate in the area. Obtained three quotes per survey type for comparison.
Project Annapurna
What was the outcome?
Surveys were delivered in the required timeline; but only because I had built in a contingency of 2 weeks. The measured survey did end up running into the contingency period due to availability of personnel. HAC – none found. EPC – D Rating.
Northwood Hills
How did you present first round bids to client
Emailed bids and associated documents when received. Then collated bids in Excel for easy comparison of key information, and sent to client for review. Called client to discuss.
Northwood Hills
Why did you meet to refine objectives? Was this already done before bids?
We were establishing firmer parameters of the already established objectives to establish negotiating position and determine which bids were of most interest and why.
Northwood Hills
How did you negotiate with parties? Techniques?
Ensured fairness by disclosing the same information to all parties and ensure they understood the client’s requirements. Redrow – unlimited cost deduction from overage for obtaining planning consent. Needed to introduce a cap to eliminate risk for client. Charterhouse – make overage more competitive.
Techniques – Key*PREPARATION. Ensure I really listened to the party to understand where they can improve their bid, and to ensure they have understood my suggestions. Power of a pause.
