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Communication and Negotiation > L1-L2 Communication & Negotiation > Flashcards

L1-L2 Communication & Negotiation Flashcards

1
Q

What is a negotiation?

A

Negotiation involves a trade of some sort, in order to result in mutual gain - each has something the other would like

Each party must feel they have reached an acceptable agreement

Process of deciding WHO captures WHAT share of the benefits of the deal

Aim of the negotiator is to capture the largest possible share for his or her constituency (e.g. organisation, project)

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2
Q

When focusing on a win-win outcome, what can the negotiation process offer?

A

separating the people from the problem

focusing on interests not positions

generating a variety of options before settling on an agreement

basing the agreement on objective criteria

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3
Q

What makes a successful negotiation?

A

Have the facts - good preparation

Keep good records

Develop a common ground

Have a fair result in mind with an upper, lower, medium range

Take the views of the other party into consideration

Hold meeting in a calm environment

Make a decision and be firm with it

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4
Q

Do you know of any theory on negotiation?

A

The Thomas and Kilman approach

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5
Q

What is the Thomas and Kilman approach?

A

To take a more ‘people approach’ to disputes, with 5 types of RESPONSES:

  1. COMPETE whereby you pursue your own interests
  2. ACCOMMODATE whereby you satisfy the other parties interests
  3. AVOID whereby you try to avoid the conflict all together
  4. COLLABORATE whereby you reach and agreement to satisfy both parties
  5. COMPROMISE whereby you reach a mutually agreeable solution for both parties
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6
Q

What is a Win/Win outcome?

A

Where all parties view the outcome as beneficial

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7
Q

What is a Win/Lose outcome?

A

Where one party perceives the deal as inequitable (unfair)

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8
Q

Why do Win/Lose outcomes eventually become Lose/Lose outcomes?

A

The unhappy party may back out

The other party may not deal with the ‘Winner’ again

The ‘Loser’ will seek ‘payback’ in the future

If the ‘Loser’ cannot meet their obligations because of cash flow problems or go out of business the ‘Winner’ has won nothing

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9
Q

How would you conduct a negotiation?

A

Preparation = KEY; I will always review my arguments, produce and provide back-up information for each point. This allows me to negotiate my points confidently. This allows me to know my bottom line

Rehearse my opening – ask the opening question to control negotiation

Convey confident, congruent communication – match body language and terms used, maintain eye contact

Manage expectations – Trade at low value, do not give a concession without trading it with
reluctance

Be respectful but persistent – Assess offers on the spot and be courteous

Questioning – Ask open and closed questions to exert control

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10
Q

What are the SIX stages of negotiation?

A
  1. Planning
  2. Build relationship
  3. Exchange information
  4. Develop solutions and bargain
  5. Concessions and agreement
  6. Documenting the agreement
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11
Q

What should you consider when PLANNING for the negotiation?

A

Organise logistics – when, where and who will be attending

Set negotiation objectives with relevant stakeholders

Identify the elements to be negotiated

Prepare negotiation strategy

Understand balance of power and BATNA (Best Alternative to a Negotiated Agreement)

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12
Q

What should you consider when BUILDING the RELATIONSHIP during the negotiation?

A

Establish rapport and move past ‘conversational wallpaper’

Gradually move towards the subject of the negotiation

Understand any cultures, behavioural ‘norms’ or social rituals beforehand

It is better to decline to give particular information, rather than lie

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13
Q

What should you consider when EXCHANGING INFORMATION during the negotiation?

A

Each side states their situation and interests. Ask open questions – What? Why? Where? When? How? Who?

Aim = try find out as much about the other side’s situation as possible, listen actively and
pay attention to verbal and non-verbal (body language) cues

Acknowledge the other sides’ perspectives – some interests will be shared and some will
conflict

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14
Q

What should you consider when DEVELOPING SOLUTIONS & BARGAINING during the negotiation?

A

Parties start to generate and test possible solutions, and bargaining process begins

Where an idea cannot be adopted, aim to offer an alternative in a positive way

If conflicts arise, the wise negotiator remains calm and, does not ‘cave in’ or respond in a
confrontational way

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15
Q

What should you consider when developing CONCESSIONS & AGREEMENT during the negotiation?

A

Concessions should always be traded, and never given away with nothing in return

Neither party will get exactly what they want, therefore realism rather than perfection is needed to secure a final agreement

Once agreement reached, emphasis on mutually beneficial aspects of the deal will end
negotiation on a positive note

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16
Q

What should you consider when DOCUMENTING THE AGREEMENT during the negotiation?

A

Verbal summaries and note-taking during negotiation are important to keep track of
progress and check understanding

At the end of negotiation; one side documents the agreement e.g. a ‘subject to contract’
memorandum, to ensure both sides have a mutual understanding of what has been agreed

Then followed by a draft contract - eventually becomes the final, signed, legal agreement

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17
Q

What is the purpose of maintaining good records during negotiation?

A

To ensure that if a disagreement arises between two parties, evidence for your side of the argument can be provided

18
Q

What is an example of a negotiation in your workplace?

A

You ask an agent to quote their fees and TOBs for selling a property

Agent submits TOBs and commission charged at 1.75% + VAT

Therefore, you initially believe this is quite high

You then consult the market and get three different rates, but you know you normally achieve 1.25% with your agents

Then negotiate with the agent the best position being 1.25% and the most reasonable being 1.5% and hopefully you can come to a mutual position

19
Q

What is your personality type?

A

I am extraverted, outgoing and energised by others. I communicate widely and openly with colleagues.

I am extraverted, thinking, sensing, judging and achieving

Likely to take lead in organising how work is done

20
Q

What is your communication style?

A

Assertive - A person using this style is confident in their convictions but makes sure that they do not belittle or steamroll others in the conversation.

21
Q

What is communication?

A

The means by which information or instructions are exchanged, by speaking, writing or using some
other medium

22
Q

When is communication successful?

A

Successful communication occurs when the received meaning is the same as the transmitted meaning

This is where good grammar and correct spelling are key

23
Q

What can poor communication lead to?

A 
Poor communication can lead to:
o misunderstood requirements
o unclear goals
o alienation of stakeholders
o ineffective plans
o other factors that will cause a project, programme or portfolio to fail
24
Q

What is a communication management plan?

A

Used in projects, programmes and portfolios

Spells out what needs to be communicated: why, how, when and to whom

Also contains;
o Stakeholder of interest
o Content (strategy meetings, reports, budgets etc.?)
o Media (face to face meetings, emails, conference call?)
o When (fortnightly, weekly?)
o Desired outcome
o Responsible (PM, party 1, party 2?)

25
Q

Why are grammar and spelling important?

A

o first impressions matter
o good reputation
o avoid miscommunication and misunderstanding
o make your communications more effective
o reduce the risk of costly lawsuits
o keep your business’ competitive edge

26
Q

What etiquette should be considered when writing emails?

A

Be appropriately formal when writing emails

Avoid using emoticons

Think through the purpose of your email before you begin writing

Edit and proofread carefully! Check your spelling.

Use complete sentences

Capitalise and punctuate properly

Assume that any message you send is permanent

Be wary of humour or sarcasm

27
Q

What ethics should be considered when writing emails??

A

Ethics in emails means that you do not misuse the organisations email system

Do not send personal email from your office computer

Do not use email to berate or reprimand any employee

Do not use email to terminate someone’s employment

Do not use email to send information that might involve legal action

28
Q

What is verbal communication?

A

the use of words to share information

Verbal communication can refer to written and spoken words.

Oral communication on the other hand refers specifically to words being spoken.

29
Q

What is non-verbal communication?

A

It’s not what you say but how you say it.

Body language
Tone of voice
Facial expressions
Eye contact 
Intonation
30
Q

When have you altered your communication skills in a suitable manner?

A

When informing bidders in tenders that they did not make the cut

Ensure the company’s name was changed in repeat emails

Ensure total clarity and transparency, treat with respect

Check for spelling errors

Offer them choice for phone call

Capitalise and punctuate properly

31
Q

What are the types of agency basis?

A

Sole agency

Joint Sole Agency

Multi Agency

32
Q

What is a sole agency basis?

A

one agent has exclusive marketing rights of the property

lower commission fees

but less market coverage

33
Q

Why did you negotiate this down? Would it not compromise on their service?

A

We had worked with this agent before

I knew the typical rate was 2% for this

Winner takes all as joint agents dont always have to share their commission, but we just wanted two agents only: One local and one national agent

34
Q

What is a joint sole agency basis?

A

two agents “share” commission, irrespective of who finds the buyer

access to more contacts, who may be prospective purchasers and wider marketing campaign

may be two separate adverts appearing online and complacency from one of the agents

35
Q

What is a multi agency basis?

A

two or more agents whereby the agent who sells the property earns the commission (WINNER TAKES ALL BASIS)

agents have incentive to work as hard as possible to produce a sale, as well as wide market coverage.

many agents may not be interested in acting on such a basis as there is no guarantee that they will earn a fee.

36
Q

Give us an example when you had to handle difficult negotiations

A

Preparation

Collated Supported Documentation

Meeting with Client / Project Team

Concessions / Non Negotable

Staying calm

Written Down

37
Q

Give me an example of your oral communication skills

A

I have been responsible for giving a number of presentations

I have held site meetings with the contractor to discuss various issues & presenting monthly reports within the meeting.

I also use my oral communication skills when dealing with day to day issues over the phone.

38
Q

What are the key considerations with communication?

A

Who is your target audience?

Are there any time limits or urgency required?

Do you need to record your communication in writing? (for example, a rent review Calderbank offer)

Is there a history of communication between the parties?

What is the most appropriate method of communicating?

What is your intended message?

39
Q

What are the different methods of communication?

A

Written - reports, letters, emails, social media, books, magazines, online articles, blogs

Graphic - maps, drawn plans, sketch notes, designs, logos, branding, visualisations

Verbal - telephone calls, meetings, tenders, presentations, managing people, negotiationsN

on-verbal - body language, appearance, posture, eye contact, facial expressions, gestures

40
Q

What are the barriers to effective communication?

A

Verbal - tone of voice, clarity, language barriers, what we don’t say (silence!)

Jargon/technical language - who is your audience, will they understand technical terms or do you need to use simple and use non-technical/lay language?

Emotional/cultural barriers

Recipient is disinterested or not paying attention

Timing of the communication

Physical barriers, e.g. arms folded, hand over mouth

Differences in perception/viewpoint

Prejudice/bias

Differing expectationsInterruptions - noise, physical distractions

Location - can’t physically meet in person

Attitude/mood

Poor listening skills

Assumptions/prior experience

Ambiguity

Context

41
Q

How do you ensure you are a better communicator? (EXAMPLE: DELIVERING ESG PRESENTATION)

A
  1. Listen - in a conversation, try to listen more than you speak
  2. Use silence
  3. Check your body language
  4. Clarity
  5. Timing - Ask when your recipient has time to consider your communication
  6. Don’t hide behind emails
  7. Feedback
  8. Ask open-ended questions
  9. Remember to say the other person’s name
  10. Learn from your mistakes

Communication and Negotiation (6 decks)

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