Communication & Negotiation - Level 1

Question 1

What do you consider to be an example of good communication?

Answer 1

Clear, concise and regular contact with the client reporting on progress and other relevant updates. An example of this would be communicating with the client following a viewing of an office and further feedback and progress.

Question 2

How do you ensure that the frequency of communication is acceptable?

Answer 2

By establishing expectations and preferences with the client/stakeholders at the outset of the project. This can be done through a communication plan or agreement, which outlines the methods, frequency and content of communication.

Question 3

What are the different ways you can communicate with clients?

Answer 3

1. In-person meetings - traditional way to communicate and builds personal connections
2. Phone calls - quick and efficient
3. Email - sending docs, updates etc.
4. Messaging apps such as WhatsApp for quick and informal communication
5. Video conferencing

Question 4

When would you choose to use written communication over verbal communication or face to face meeting?

Answer 4

1. When there is a need for a formal record
2. When conveying complex information
3. When dealing with remote stakeholders
4. When time is a constraint
5. When communicating a record of an action

Question 5

What barriers to effective communication have you come across?

Answer 5

1. Language barriers
2. Physical barriers - time difference
3. Technical barriers

Question 6

Tell me about your negotiating style

Answer 6

Adapted depending on the style of negotiation required to represent the best interest of my clients.

Collaborative - involves working together with the other party to find a solution that is beneficial for both sides

Question 7

Why is negotiation important?

Answer 7

It allows parties with different interests and objectives to come to a mutually beneficial agreement. This is necessary to resolve conflict or reach an agreement.

Question 8

What is principled negotiation?

Answer 8

An approach that emphasises finding mutually beneficial solutions for all parties involved, rather than relying on competitive or adversarial tactics.

The approach focuses on identifying and discussing the underlying interests and needs that drive their positions.

Question 9

What can be a barrier to negotiating effectively?

Answer 9

1. Lack of preparation - unable to make informed decisions and responses
2. Emotional involvement - difficulty remaining objective
3. Limited communication - can hinder negotiation progress
4. Time constraints
5. Power imbalances - difficult to achieve a fair outcome

Question 10

What would be a good way to facilitate negotiations in your role?

Answer 10

Establish a good rapport with the other party - listening to their concerns and being respectful

Prepare thoroughly before the negotiation progress - understand client’s position and have necessary information

Be clear and concise in communication to avoid misunderstanding

Question 11

Why do you consider that discussing matters in person might be effective?

Answer 11

1. Non-verbal cues can help to convey emotions and meanings that may be missed in written communication
2. Building trust and help build rapport
3. Immediate feedback
4. Flexibility in terms of adapting needs and preferences of different parties
5. Conflict resolution - collaborative problem solving

Question 12

What are the alternatives to discussing matters in person? Why can these present challenges?

Answer 12

Phone, email, messaging or video conferencing. The prevent issues such as time constraints, distance or scheduling conflicts.

Lose ability to read body language and other non-verbal cues, which can impact effectiveness of communication.

Question 13

Tell me about how you communicate effectively (and responsibly) using social media

Answer 13

1. Understanding audience
2. Clear and concise
3. Use visuals
4. Be authentic
5. Be respectful
6. Follow legal and ethical guidelines
7. Monitor social media presence to avoid negative feedback

Question 14

What do RICS set out as best practice for the use of social media?

Answer 14

1. Maintaining a professional image and tone
2. Being transparent
3. Respecting client confidentiality
4. Avoiding posting discriminatory content
5. Ensuring accuracy of information
6. Being mindful of potential impact
7. Seeking guidance from firm

Question 15

What RICS guidance is social media best practice set out within?

Answer 15

RICS Rules of Conduct 2021

Question 16

How do you use visual media to communicate with clients e.g. before and after photographs?