L1 and L2 Communication and Negotiation Flashcards
What do you consider to be an example of good communication?
Clear and concise.
Keeping the client informed.
Land on the market have not triggered many interest.
I update the vendor to say there is no updates.
How do you ensure that the frequency of communication is acceptable?
Ensure everyone knows where they are standing.
What are the different ways you can communicate with clients?
Face to face.
Phone.
Emails.
Virtual calls.
When would you choose to use written communication over verbal communication or a face to face meeting?
Providing advice.
Update regarding a sale.
If it is the client’s preference.
What barriers to effective communication have you come across?
Individuals with no email address and no mobile phone.
Incorrect email address.
Signal - major issue in rural wales.
Tell me about your negotiating style.
Fair and reasonable.
Practical.
Why is negotiating important?
In order to achieve everyone’s best income.
What is principled negotiation?
Rely on evidence. E.g market conditions.
What can be a barrier to negotiating effectively?
Communication.
Strong emotions.
Stubbornness.
What would be a good way to facilitate negotiations in your role?
Comparable evidence.
Why do you consider that discussing matters in person might be effective?
More personable.
Eye-to-eye.
Facial expressions.
Instant reply.
What are alternatives to this?
Email.
Telephone conversation.
Why can these alternatives present challenges?
Lag in time for reply.
Signal.
Tell me about how you communicate using social media.
Post on our Facebook feed. I intend to start a Linkedin account.
What do RICS set out as best practice for the use of social media?
Use social media as you would in person.
Use of Social Media: guidance for RICS members
Version 1
June 2021
How do you use visual media to communicate with clients?
We use zoom.
Tell me about how you conduct yourself in negotiations.
I make notes prior entering communication of things to achieve.
Tell me about how you ensure good communication.
Ensure that the client understands. If required, explain in a different way.
Contact in the client’s best method.
Tell me about an example of when you have negotiated effectively.
As per my submission, I negotiated with Welsh Water to settle a substantial invoice, for water usage on agricultural land, forming part of the estate.
The water usage was substantially higher.
Successfully agreed with the water company to install a new water meter and to remove outstanding charges.
Tell me about an example of when you have communicated effectively.
Sold a small parcel of land for an elderly client. He appreciated having a hard copy letter. Although I understand their is an additional cost for postage.
I reported any update by ringing him first and subsequently sending a letter.
Give me an example of when you have communicated using a complex written report.
Agricultural appraisal to assist planning application.
I would send a covering letter with the report.
How did you communicate clearly in the agricultural appraisal?
I use paragraphs, number the paragraphs, context page and appropriate sectioning.
How did you advise your client as a result?
All information was summarised in the report.
How did you negotiate the water usage with welsh water?
It was a challenge as they were not prepared to carry out a site inspection prior to us paying the bill.
However, I pointed out the facts. Only supplying 3 water troughs and no sign of any leaks. I also did a table to summarise previous water usage.
What communication methods did you use?
Face to face.
Email.
Telephone.
How did you document agreement?
Saved all emails on file.
Wrote a file note on each important phone call.
Notes during meeting.
