Comunication and Negotiation

Question 1

What is good communication?

Answer 1

Good communication is:
- The exchanging of ideas, thoughts, opinions and knowledge
- Where the message is received clearly and understood with clarity and purpose

Question 2

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

Answer 2

A Example of Good Communication is a well constructed, formatted and written email:

Clearly convey the message
State the purpose of the communication in the subject header
Can be set out clearly
Edited to maintain clarity
Recorded to refer back to

Question 3

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

Answer 3

To ensure the frequency of communication is acceptable I consider the following:

• Importance of the communication – is it a critical work project
• Nature of the relationship – internal or external client
• Asking the party to which I am communicating

Question 4

What are the different ways you can communicate with clients?

Answer 4

• Email
• Letter
• Phone Call
• Teams/Zoom Call
• In person

Question 5

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

Answer 5

I would use written communication instead of face to face communication for:

• Communication of complex information – may take more time to digest and need to be re-read
• Any subject or content that may need to be referred back to at a later date
• Communicating to a large number of people
• Any legal matter

Question 6

How would you prepare for a negotiation?

Answer 6

I would consider the following:

• Purpose of the investigation
• Information provided, ensure i know all details on the subject matter being discussed
• Win-Win position
• Fall Back Position
• Identify areas of common ground
• Weigh up outcomes vs relationship with negotiating party

Question 7

What barriers to effective communication have you come across?

Answer 7

• Language Barrier
• Physical Barriers – unable to hear/see properly
• Technological Failure – call cutting out, poor network connection
• Lack of clarity – message is not clear the communicator is not clear in their messaging

Question 8

Tell me about your negotiating style

Answer 8

Open, enter the negotiation open minded and willing to understand the other side

Honest, be truthful and don’t use false information

Direct, make sure I get across what I want to

Question 9

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

Answer 9

• Open negotiations posing a leading question to begin discussion, providing evidence to support by opinion
• Communication - communicate confidently using body language, pitch and tone
• Expectations - manage expectations for both parties
• Equality - ensure both parties have equal opportunities to voice their opinion

Question 9

What is principled negotiation?

Answer 9

This is when negotiators rely on objective criteria—a fair, independent standard—to settle their differences. For example, they might agree to abide by standards such as market value, expert opinion, industry protocol, or law.

Question 10

What can be a barrier to negotiating effectively?

Answer 10

• Being too rigid – not willing to move from your position or compromise at all
• Taking things personally – leads to misplaced judgement and emotions dictating the process
• Lack of preparation
• No clear objective

Question 11

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

Answer 11

Use of Social Media: Guidance for RICS Members (Version 1)

RICS may investigate a social media post that adversely impacts upon public confidence or trust in the profession.

This includes posts that are:
- Discriminatory (which would also breach the Equality Act 2010)
- Dishonest
- Abusive or threatening
- Bullying, harassing or victimising another person or people
- Shows a pattern of frequent or a high number of concerning posts
- Ignores previous advice or warnings about RICS concerns, or a request from RICS to remove a post

The RICS Professional & Ethical Standards require Members to promote trust in the profession and to treat others with respect. This applies to our online presence and communications, not just face-to-face or traditional media, such as emails, letters and meetings.

Question 11

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

Answer 11

• Personable
• Body Language
• Shows commitment
• Build a relationship

Question 12

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

Answer 12

• Before and After Photos
• Drone photos of sites
• Fly throughs of completed developments
• Short marketing clips

Question 13

Tell me about how you ensure good communication

Answer 13

• Identify purpose of communication
• Highlight key messages through repetition or formatting
• Plan ahead if possible
• Remember the audience – language, background, internal external

Question 14

Tell me about an example of when you have negotiated effectively?

Question 15

Tell me about an example of when you have communicated effectively.

Question 16

Tell me about your negotiating style.

Question 17

Give me an example of when you have communicated using a complex written report.

Question 18

How did you deal with that?

Question 19

Give me an example of when you have dealt with taxpayers in an
emotional situation?

Question 20

Give me an example of when you have had to tailor your approach of communication.

Question 21

How do you prepare for negotiations with ratepayers?