Communication & Negotiation (Level 2 Portfolio) Flashcards
What is communication?
The transmission of information, either through verbal or written methods where you reach a mutual understanding.
What is negotiation?
The process of joint decision making through back and forth communication to resolve opposing interests and reach an agreement.
What are different types of communication? And what do you use?
Verbal, non-verbal, written, listening and visual.
I often use verbal and written to do my day to day tasks.
How do you tailor your communication?
(Different between residents or contractors)
Depending on the other party it can depend on the terminology I use, such as explains to a tenant about damp and mould will be put in simpler terms however with a contractor to carry out work more specific terminology can be used.
How do you ensure someone understands what you’re saying?
I keep the information simple and easier to understand. I will repeat what has been said in different ways to ensure everyone is away of what is being said.
What are barriers to effective communication?
Language, lack of trust, different communication styles (direct/indirect, detailed/general info), conflicts, dissatisfaction or disinterest
Tone, clarity, language barriers, silence, emotions, technical language, prejudice or bias and interruptions
What is the typical layout of a report?
Title page
Contents
Executive summary
Introduction
Report itself
Conclusion
Appendices (photos or tables etc)
Why is grammar and spelling important?
It allows effective communication, it ensures what you write or say is easy to understand.
It evokes a sense of professionalism and competence good quality work.
How would you do a presentation or deliver a report in a meeting?
Look at the audience, using positive body language and speaking slowly and clearly.
Don’t repeat from the presentation which shouldn’t be too wordy.
Before you should rehearse the presentation and ensure facts, framer and spelling have been checked.
What did you learn in Black Belt Negotiations?
That negotiation is almost an emotional affair, it looked at it is a psychological view which was interesting. Showing how emotion is an 80% deal breaker so it is very important to get along and find common ground with parties to be able to effectively negotiate as it’s our sun-conscious brain that decides flight or flight mode and that can relate to negotiating with a difficult party.
The negotiation process:
1. Prepare
2. Discuss
3. Test
4. Trade
5. Close
What is the process of negotiation?
Process is:
Prepare
Test
Discuss
Trade
Close
(WHAT IT IS) Where two or more parties communicate through compromises and come to an agreed solution.
Discussions which are held to reach a compromise or agreement and to settle any dispute. Non negotiables are discussed and everything is agreed on either at high level or in line by line detail.
What are your views on email communication?
You should take great care when sending emails as it is easy to send sensitive information to the wrong recipient, so you should always double check before sending. Also even though they seem less formal than letters, they can still create contracts and form written instructions.
What would you do following a negotiation meeting where a verbal agreement was made?
Look to formalise the agreement as soon as possible by written methods and having a reply confirming from the other party.
What makes a successful negotiation?
Good preparation and discussion prior to the meeting about concessions and non- negotiable items.
Good record keeping and presentation of written or cost breakdowns throughout the project.
The meeting should be held in a calm environment where everyone can speak without being interrupted.
And following any agreements they should be formalised and agreed as soon as possible to avoid confusion.
What are some good negotiation skills?
Detailed research and preparation
Preparing a ‘win-win’ and any fall back solutions
Decide what is and isn’t negotiable
Develop a partnering approach instead of adversarial
And have a good attitude that the project is the winner not individuals
