Communication & Negotiation Level 1

Question 1

Define communication.

Answer 1

The imparting or exchanging of information

Question 2

What are the different ways to communicate?

Answer 2

Oral communication

Written / graphical communication

Question 3

Give some examples of oral communication

Answer 3

Phone calls

Reporting at meetings

Chairing meetings

Presentations

Contractor interviews

Listening skills

Question 4

Give some examples of written communication.

Answer 4

Letters

Business memos

Emails

Written reports

Using drawn information

Question 5

What are the advantages of written communication?

Answer 5

Creates a record / audit trail

Good way to formalise verbal agreements

Information can be circulated to several parties simultaneously and quickly

Question 6

What are the disadvantages of written communication?

Answer 6

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

Question 7

How do you communicate successfully over the phone?

Answer 7

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

Question 8

How do you successfully report at meetings?

Answer 8

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

Question 9

What are the benefits of meetings?

Answer 9

Provide a collective for decision making, planning and follow-up, accountability and democracy

Are an organising tool

Question 10

How should you chair / facilitate a meeting?

Answer 10

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

Question 11

What are presentations?

Answer 11

A means of communicating which can be adapted to various speaking situations

Question 12

How do you ensure a presentation is successful?

Answer 12

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

Question 13

How do you demonstrate good listening skills?

Answer 13

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

Question 14

What is meant by body language?

Answer 14

Conscious or un-conscious movements and postures by which attitudes and feeling are communicated

Question 15

What are the types of body language and what do they mean?

Answer 15

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

Question 16

How do you ensure successful communication via email?

Answer 16

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

Question 17

What should be included within a professional report?

Answer 17

title page

executive summary

table of contents

Question 18

What is effective and efficient communication?

Answer 18

Effective - to accomplish a purpose; producing the intended or expected result

Efficient - information presented in a clear and concise manner

Question 19

What are the barriers to communication?

Answer 19

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

Question 20

Define a negotiation.

Answer 20

Discussions to reach a compromise or agreement

Question 21

What are the key things to consider before entering a negotiation?

Answer 21

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

Question 22

What do you need to consider in setting a negotiation strategy?

Answer 22

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

Question 23

Give an example of a negotiating tactic?

Answer 23

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

Question 24

What are the barriers to negotiation?

Answer 24

Lack of trust

Information vacuums

Cultural differences

Lack of emotional intelligence

Communication problems

Question 25

When is communication successful?

Answer 25

This occurs when the received meaning is the same as the transmitted meaning.

Question 26

What language should be used when communicating?

Answer 26

Neutral

Clear

Objective

Avoid unnecessary emotive terms

Question 27

What are some communication standards that organisations might hold?

Answer 27

Email signatures

Templates with letter heads