Communication & Negotiation Level 1 Flashcards
Define communication.
The imparting or exchanging of information
What are the different ways to communicate?
Oral communication
Written / graphical communication
Give some examples of oral communication
Phone calls
Reporting at meetings
Chairing meetings
Presentations
Contractor interviews
Listening skills
Give some examples of written communication.
Letters
Business memos
Emails
Written reports
Using drawn information
What are the advantages of written communication?
Creates a record / audit trail
Good way to formalise verbal agreements
Information can be circulated to several parties simultaneously and quickly
What are the disadvantages of written communication?
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
How do you communicate successfully over the phone?
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
How do you successfully report at meetings?
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
What are the benefits of meetings?
Provide a collective for decision making, planning and follow-up, accountability and democracy
Are an organising tool
How should you chair / facilitate a meeting?
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
What are presentations?
A means of communicating which can be adapted to various speaking situations
How do you ensure a presentation is successful?
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
How do you demonstrate good listening skills?
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
What is meant by body language?
Conscious or un-conscious movements and postures by which attitudes and feeling are communicated
What are the types of body language and what do they mean?
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
How do you ensure successful communication via email?
check you are sending your email to the correct person
read emails twice before sending
they are legal documents in the event of a dispute, so treat them like that
check for spelling mistakes and grammatical errors
What should be included within a professional report?
title page
executive summary
table of contents
What is effective and efficient communication?
Effective - to accomplish a purpose; producing the intended or expected result
Efficient - information presented in a clear and concise manner
What are the barriers to communication?
Difference between verbal and non-verbal - your body language does not reflect what you are saying and visa versa
Individual perceptions
Body language can distract people meaning they miss vital parts of what you are saying
Language or cultural differences
Different time zones and locations
Define a negotiation.
Discussions to reach a compromise or agreement
What are the key things to consider before entering a negotiation?
Establishing authority
Establishing objectives
Determining alternatives to my ideal result
Analysing strengths and weaknesses
Knowing my facts
Knowing who I am negotiating with
Setting a strategy
What do you need to consider in setting a negotiation strategy?
BATNA (best alternative to a negotiated agreement) - most advantageous course of action a party can take if the negotiations aren’t going where you want
Be prepared to concede
Demonstrate active listening
Be clear to avoid misunderstandings
Collaborate
Act decisively, agree to a compromise quickly and avoid stalemate
Think of your tactics
Give an example of a negotiating tactic?
discuss the easy stuff first and give way on smaller stuff to create a feeling from the other party that you are prepared to be fair and concede
then move onto the harder stuff and refuse to concede so the party feels as though they cant obstruct as they will be seen as unfair
What are the barriers to negotiation?
Lack of trust
Information vacuums
Cultural differences
Lack of emotional intelligence
Communication problems
When is communication successful?
This occurs when the received meaning is the same as the transmitted meaning.
What language should be used when communicating?
Neutral
Clear
Objective
Avoid unnecessary emotive terms
What are some communication standards that organisations might hold?
Email signatures
Templates with letter heads
