Lvl 1 Communication & Negotiation Flashcards
What skills do you need to communicate effectively?
You need to have good negotiation skills this might include when agreeing on fees and the scope of works that are going to be provided. You also need to have good written communication whether this is in reports or emails. Active listening and non verbal methods of communication are other ways to communicate effectively.
How do you ensure that the frequency of communication is acceptable?
At the start of a project I discuss with my client their communication preferences and frequency. This might include weekly email updates or scheduled meetings. I also adapt to my client needs some clients I have dealt with want updates more regularly while others prefer monthly so I adjust my communication frequency accordingly. I also ensure that I set reminders in my calendar regarding milestones in a project to remind me to check in with my client.
What are the different ways you can communicate with clients?
Face to face meetings which are ideal for initial consultations and discussing confidential matters. This is the best method of communication to build stronger relationships. Email is another form which is good for sending over documents or when a written record is needed.
When would you choose to use written communication over verbal communication or a face to face meeting?
I would choose written communication if it is the client’s preference, some client’s request written communication for their records. I would use it for follow up meetings, to summarise key points discussed in face to face meetings to ensure all parties have a clear understanding of what was agreed upon. Also when formal documentation is required such as valuation reports that require a permanent record.
What barriers to effective communication have you come across?
I’ve come across technical jargons and acronyms that can be difficult for client’s without a property background to understand. I’ve found this can lead to misunderstandings.
Tell me about your negotiating style.
When I enter negotiations with clear objectives, I remain flexible and open to alternative solutions that could solve the problem. For example when a tenant was struggling to pay their rent I negotiated a payment plan for them to clear their arrears.
Why is negotiation important?
Negotiation is good for conflict resolution we sometimes might encounter situations where parties have conflicting interests. Negotiation is essential for finding common ground and resolving disputes amicably.
What is principled negotiation?
Also known as a win-win outcome is an approach that seeks to resolve disagreements between parties. It is about coming to an agreement that will benefit everyone.
What can be a barrier to negotiating effectively?
I found that lack of trust can be a barrier. I once had a situation where the new service charge for a multi tenated office was pushed back by a lack of trust from the tenant. The tenants didn’t agree with the proposed increases and believed they were being overcharged. To overcome this I prepared a breakdown of all service costs so they can understand the increase.
What would be a good way to facilitate negotiations in your role?
I would thoroughly prepare before entering into negotiations which would include things like gathering the correct data or fully understanding my client’s objective. I would also set a clear agenda to keep discussions focused. I would also try to identify common ground.
Why do you consider that discussing matters in person might be effective?
In person meetings allow for the development of personal connections and trust. This can be important in negotiations. Sensitive matters can also be discussed more securely in person.
What are the alternatives to this?
Alternative communication forms include video conferences like Zoom or Teams. Emails which provides a written record of discussions. Letters etc.
Why can these alternatives present challenges?
With email there is potential for misinterpretation due to lack of tone and immediate clarification. Delays in response can slow down time sensitive process as well.
Tell me about how you communicate effectively (and responsibly) using social media.
I primarily use LinkedIn for professional communications. I ensure I maintain a professional tone in all posts and interactions. I’m cautious about client confientiality and never share any specific details about projects on their.
What do RICS set out as best practice for the use of social media?
RICS Professional & Ethical Standards require members to promote trust in the professiona and to treat others with respect. This also applies to online presence.
What RICS guidance is this best practice set out regarding social media?
Use of Social Media: Guidance for RICS Members 2024
How do you use visual media to communicate with clients, e.g. before & after photographs?
When conducting a valuation I make sure to take photos of the internal and external of the subject property. Photo’s of comparable properties also support my valuation conclusions and viaual evidence helps my client to understand how different features impact property value.
How does the Misrepresentation Act guard against deceptive claims?
It guards against deceptive claims by defining three types of misrepresentation: fraudulent, negligent, and innocent. It provides legal remedies that allow the injured party to end the contract and claim damages. It also imposes a statutory duty of care on those making statements in business.
What are the punishments under the Misrepresentation Act?
There are two remedies in the act: rescission and damages. Rescission allows cancelling the contract, returning parties to their pre contract position. Damages compensate for losses resulting from misrepresentation. The type of misrepresentation (fraudulent, negligent or innocent) affects the extent of damages awarded.
