Communication & Negotiation (Level 2) Flashcards
What is communication?
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.
What’re the communicator and recipient?
Communicator - Encodes their message with the chosen communication method
Recipient - Decodes the message
What’s the difference between one and two way communication?
Two way is immediate feedback (verbal), whereas one way isn’t (a letter)
Key considerations for choosing your communication method
Target audience
Urgency or time limits
Does the communication need to be recorded?
History of communication?
What is appropriate?
Ineffective communication can lead to what?
Time delays, frustration, stress, unforeseen costs and contractual issues
Good communication leads to what?
Builds trust, positive experience, winning new work, resolving complex situations
Name some examples of written communication.
Reports, letters, emails, social media, books, magazines, online articles, blogs
Name some examples of graphic communication.
Maps, drawn plans, sketch notes, designs, logos, branding, visualisation
Name some examples of verbal communication.
Telephone calls, meetings, tenders, presentations, managing people, negotiations, video calls
Name some examples of non-verbal communication.
Sign language, body language, appearance, posture, eye contact, facial expressions, gestures
How does a QS demonstrate effective communication?
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)
What’re the barriers to effective communication?
Language barriers, being silent, technical jargon, cultural barriers, timing of communication, differences in viewpoint, prejudice/bias, location, attitude/mood, prior experience, ambiguity
How should communication with the client be recorded?
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
What is a dashboard?
One page high-level summary report issue weekly or fortnightly identifying key issues on: Programme, Cost, Quality, Risks, Actions and Short-term future events
How would you chair a meeting effectively?
Prepare / agenda. Encourage engagement / contribution. Time management. Take notes/minutes. Active listener. Ensure decisions are clear, concise and recorded
Can you name some examples of formal and informal communication?
Formal - A report, Letters, Presentations. Informal - Casual convo, text message, social media post
What are the advantages of written communication?
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
Disadvantages of written communication?
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
What are the five types of communication styles?
Assertive, Aggressive, Passive, Passive Aggressive, Manipulative
What is an assertive communication style?
Confident. Does not belittle others. Seek compromise. Calm, measured and actively listens
What is an aggressive communication style?
Hostile and threatening. Intimidation. Not endearing and wants to win at all costs
What is a passive communication style?
Submissive. Conflict-avoidance. Can be used against aggressive/assertive opposition
What is a passive aggressive communication style?
Passive on the surface, aggressive internally. Toxic. Deep resentment
What is a manipulative communication style?
Cunning and deceitful. Influences others
What types of reports do Surveyors use?
Cost reporting, Cashflow forecast reports, Procurement reports
How does CAD and BIM benefit communication between parties?
Improved clarity and provides a more accurate representation of the design - reduces misunderstandings. Enhanced collaboration. Reduces clashes. Efficient workflows
How do you structure and deliver a presentation effectively?
Know your audience. Structure your presentation. Focus on key message(s). Practice beforehand. Engage audience. Maintain eye contact. Use your voice effectively
The process and strategy of negotiation
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
Why is effective negotiation an important skill for a QS?
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
How do you agree a variation?
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
What types of dispute resolution are there?
Negotiation
Mediation
Adjudication
Expert Determination
Arbitration
What’s meant by the term ADR?
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
How would you prepare for negotiation?
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
What is a win-win situation?
When an outcome can not improve or benefit either party
No value remaining to discuss
What’re the tools of the negotiator?
Expertise and knowledge
Evidence and rationale
Position of power
Having alternative solutions prepared
What Stages of a construction project might involve negotiations?
Agreeing final accounts
Extensions of Time
Payment Terms
Loss and Expense
Anything that will adjust the Contract Sum
Are you aware of any theory on negotiation?
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
How do you record an agreement at the end of negotiations?
Confirm back the agreement in writing and identify the protocol of such agreement i.e. formal signature required on a final account statement
What is meant by the term ‘open book’?
A transparent process that encourages stakeholders to collaboratively work together (showing costs and programme to the Client)
What the two main categorised approaches to negotiation
Distributive - one wins, one loses
Integrative - win-win situation
Why is it important to spend time ahead of negotiation to prepare properly?
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?
What’re the different negotionation techniques?
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.
