PE Communication & Negotiation

Question 1

What does communication require?

Answer 1

Communicator
Recipient
Method

Question 2

What is encoding?

Answer 2

The process of translating your message into your chosen communication method

Question 3

What is decoding?

Answer 3

Whether the recipient understands the message that the communicator intended to relay

Question 4

Why are encoding and decoding important?

Answer 4

Poorly done, they lead to misunderstandings - the end product is a message received which doesn’t reflect what was desired

Question 5

What are key considerations for effective communication?

Answer 5

Who is your target audience?
Are there any time limits or urgency required?
Do you need to record your communication in writing? (e.g. 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?

Question 6

What can ineffective communication lead to?

Answer 6

Time delays
Frustration
Stress
Unforeseen costs
Contractural issues

Question 7

What are forms of non-verbal communication?

Answer 7

Body language
Appearance
Posture
Eye contact
Facial expressions
Gestures

Question 8

When would it not be appropriate to use technical language?

Answer 8

When writing to a lay client

Question 9

Do RICS provide any guidance on managing communications?

Answer 9

Yes - RICS Information Paper Managing Communications (1st Edition) (withdrawn, but still relevant)

Question 10

What is stakeholder management?

Answer 10

Organisation of parties who need to be communicated with

Question 11

Who are typical key stakeholders (according to RICS)?

Answer 11

Press
End users
Building management
Sponsor (CEO, CFO, Ops Manager)
Statutory control and licencing
Local community

Question 12

What does RACI mean? (in relation to stakeholder management)

Answer 12

Responsible
Accountable
Consulted
Informed

Question 13

SMART (in relation to goals)?

Answer 13

Specific
Measureable
Achievable
Results
Timescale

Question 14

What is the RICS definition of a negotiator (Surveyors Acting as Expert Witnesses 4th Edition)

Answer 14

A person who negotiates a deal (of property or asset) or solution

Question 15

Does an Expert Witness/Advocate have the same duty as a Negotiator?

Answer 15

No - the former have a duty to the Court/tribunal, the latter to the client

Question 16

What is principled negotiation?

Answer 16

Being soft on people, hard on the problem

Question 17

How can you be principled in your negotiations?

Answer 17

Separate people from the problem
Focus on interests, not positions
Options for mutual gain
Objective criteria