Communication & Negotiation (Level 2)

Question 1

What is communication?

Answer 1

The imparting or exchanging of information by speaking, writing or conveying to others. It requires three things, communicator, method and recipient.
This means ‘to share’ in latin.

Question 2

What’re the communicator and recipient?

Answer 2

Communicator - Encodes their message with the chosen communication method
Recipient - Decodes the message

Question 3

What’s the difference between one and two way communication?

Answer 3

Two way is immediate feedback (verbal), whereas one way isn’t (a letter)

Question 4

Key considerations for choosing your communication method

Answer 4

Target audience
Urgency or time limits
Does the communication need to be recorded?
History of communication?
What is appropriate?

Question 5

Ineffective communication can lead to what?

Answer 5

Time delays, frustration, stress, unforeseen costs and contractual issues

Question 6

Good communication leads to what?

Answer 6

Builds trust, positive experience, winning new work, resolving complex situations

Question 7

Name some examples of written communication.

Answer 7

Reports, letters, emails, social media, books, magazines, online articles, blogs

Question 8

Name some examples of graphic communication.

Answer 8

Maps, drawn plans, sketch notes, designs, logos, branding, visualisation

Question 9

Name some examples of verbal communication.

Answer 9

Telephone calls, meetings, tenders, presentations, managing people, negotiations, video calls

Question 10

Name some examples of non-verbal communication.

Answer 10

Sign language, body language, appearance, posture, eye contact, facial expressions, gestures

Question 11

How does a QS demonstrate effective communication?

Answer 11

Being clear and concise. Target audience - must be able to convey complex matters to technical and non-technical people (jargon). Always be professional (RICS Code of Conduct)

Question 12

What’re the barriers to effective communication?

Answer 12

Language barriers, being silent, technical jargon, cultural barriers, timing of communication, differences in viewpoint, prejudice/bias, location, attitude/mood, prior experience, ambiguity

Question 13

How should communication with the client be recorded?

Answer 13

A QS should maintain a record of all communications written or otherwise. Confirm any key points in writing to ensure they’re recorded on file

Question 14

What is a dashboard?

Answer 14

One page high-level summary report issue weekly or fortnightly identifying key issues on: Programme, Cost, Quality, Risks, Actions and Short-term future events

Question 15

How would you chair a meeting effectively?

Answer 15

Prepare / agenda. Encourage engagement / contribution. Time management. Take notes/minutes. Active listener. Ensure decisions are clear, concise and recorded

Question 16

Can you name some examples of formal and informal communication?

Answer 16

Formal - A report, Letters, Presentations. Informal - Casual convo, text message, social media post

Question 17

What are the advantages of written communication?

Answer 17

Complex/technical knowledge can be communicated with drawings, diagrams, charts, etc. Creates a record of the communication. Formalises verbal agreements. Information can be circulated to multiple parties

Question 18

Disadvantages of written communication?

Answer 18

Recipient may not attain the memo/letter/email. Language/tone may convey incorrectly and may not know if the recipient understood the message. Slow response

Question 19

What are the five types of communication styles?

Answer 19

Assertive, Aggressive, Passive, Passive Aggressive, Manipulative

Question 20

What is an assertive communication style?

Answer 20

Confident. Does not belittle others. Seek compromise. Calm, measured and actively listens

Question 21

What is an aggressive communication style?

Answer 21

Hostile and threatening. Intimidation. Not endearing and wants to win at all costs

Question 22

What is a passive communication style?

Answer 22

Submissive. Conflict-avoidance. Can be used against aggressive/assertive opposition

Question 23

What is a passive aggressive communication style?

Answer 23

Passive on the surface, aggressive internally. Toxic. Deep resentment

Question 24

What is a manipulative communication style?

Answer 24

Cunning and deceitful. Influences others

Question 25

What types of reports do Surveyors use?

Answer 25

Cost reporting, Cashflow forecast reports, Procurement reports

Question 26

How does CAD and BIM benefit communication between parties?

Answer 26

Improved clarity and provides a more accurate representation of the design - reduces misunderstandings. Enhanced collaboration. Reduces clashes. Efficient workflows

Question 27

How do you structure and deliver a presentation effectively?

Answer 27

Know your audience. Structure your presentation. Focus on key message(s). Practice beforehand. Engage audience. Maintain eye contact. Use your voice effectively

Question 28

The process and strategy of negotiation

Answer 28

Prepare - Define your goals, understand the other parties interests, Best alternative to a negotiated agreement (BATNA), establish ZOPA (Zone of Possible Agreement) Opening - Clearly state your position & make first offer Info Exchange - Listen to other party, explore mutual interests, persuasive techniques Closing - Summarise and finalise deal and agreement

Question 29

Why is effective negotiation an important skill for a QS?

Answer 29

Negotiation is a regular part of surveyors work but has to be competent and has a systematic approach Secures favourable Contract terms Manage project costs effectively / VE Resolves disputes with Contractors Risk mitigation

Question 30

How do you agree a variation?

Answer 30

Understand if the instruction is legitimate If so, is it recoverable? How has the Subcontractor valued the instruction? Contract rates, market rates, reasonable rates, daywork? QS to assess the value Agree on merit / Code of Conduct

Question 31

What types of dispute resolution are there?

Answer 31

Negotiation Mediation Adjudication Expert Determination Arbitration

Question 32

What's meant by the term ADR?

Answer 32

Alternative Dispute Resolution Resolving disputes without going to court Third party helps with the conflict Benefits - Faster, cheaper, flexible and finds common ground Drawbacks - Power imbalance, lack of legal precedent

Question 33

How would you prepare for negotiation?

Answer 33

Why is the negotiation required? Clarify the impact (relationship vs outcome) Define what is negotiable and what is not Define win-win and fallback positions Analyse other parties win-win and fallback positions Identify common ground Prepare evidence and rationale to support my case

Question 34

What is a win-win situation?

Answer 34

When an outcome can not improve or benefit either party No value remaining to discuss

Question 35

What're the tools of the negotiator?

Answer 35

Expertise and knowledge Evidence and rationale Position of power Having alternative solutions prepared

Question 36

What Stages of a construction project might involve negotiations?

Answer 36

Agreeing final accounts Extensions of Time Payment Terms Loss and Expense Anything that will adjust the Contract Sum

Question 37

Are you aware of any theory on negotiation?

Answer 37

Thomas & Kilman approach (1974) - model of managing conflict Five primary ways of responding: - Competing - Highly assertive - Collaborating - Seeks win-win - Compromising - Middle ground - Avoiding - Conflict avoidance - Accommodating - Prioritising others needs

Question 38

How do you record an agreement at the end of negotiations?

Answer 38

Confirm back the agreement in writing and identify the protocol of such agreement i.e. formal signature required on a final account statement

Question 39

What is meant by the term 'open book'?

Answer 39

A transparent process that encourages stakeholders to collaboratively work together (showing costs and programme to the Client)

Question 40

What the two main categorised approaches to negotiation

Answer 40

Distributive - one wins, one loses Integrative - win-win situation

Question 41

Why is it important to spend time ahead of negotiation to prepare properly?

Answer 41

What are the facts and what is missing? There may be a range of outcomes which you need to be prepared for You will need to establish the other parties interests/goals in order of priority Past patterns of interaction between parties Who has authority to settle on each parties side? Are they present?

Question 42

What're the different negotionation techniques?

Answer 42

Soft - Avoids conflict and trusts other party Hard - Aggressive and not willing to concede Principled - Decide using merit, being objective (using facts) and relies on respect and professionalism.