Communication and Negotiation

Question 1

• When would you use each different method of communication?

Answer 1

Face to face interaction is used within the office, on site and when meeting clients.

Telephone and email interactions are when dealing with others when there is a distance between.

Emails when there are files to share.

Video conferencing is more popular since Covid.

Presentations for delivering information – presentation skills more utilised.

Question 2

• What are the differences in communication methods, and which do you prefer?

Answer 2

Face to face more preferable to other methods as it is the best for building a rapport and interpersonal needs.

Emails are best for sharing information and having more prepared communication.

Question 3

• What are the key details and sections of the Estate Agents Act 1979?

Answer 3

o Covers the duties of estate agents to clients and third parties
o Agents must provide breakdown of all fees and charges that apply
o Declare any personal interest in the transaction
o Required to give Terms of Engagement
o Must not mislead purchasers or sellers
o Required to not discriminate
o Client Money Handling requirements
o Can face fines or prohibition orders as penalty

Question 4

• How have you abided by these requirements?

Answer 4

• Do not mislead purchasers or sellers
• Gives guidance
• Reporting offers to clients within 24 hours

Question 5

What are the differences in communication and negotiation between the role as an agent and a valuer?

Answer 5

When undertaking a role as a valuer you are acting objectively and not blur the boundary of professionalism. In doing so, communication and the treatment of clients can be more reserved and objective.

With regards to agency, creating a relationship with your client, in order to satisfy their needs to the best extent is a priority and therefore a more personal relationship can be developed. When dealing with offers, confidentiality and objectivity is important.

Question 6

• What role did you undertake in the presentation to university students?

Answer 6

I assisted a Partner within my team, in developing a presentation regarding trade related property.

I built the slides and typed information regarding the leisure sector and valuation.

Introduced myself and explained my pathway into the career.

Question 7

How do you prepare for negotiations?

Answer 7

• Review the clients objectives
• Review my own opinions on the situation
• Determine some boundaries
• Pre-agree these with the client

Question 8

How would you communicate with a difficult client?

Answer 8

• Speak with them to understand their objectives
• Meet with them in person
• Inform any other parties of a potential delay in timeline (not disclose)
• Gain the second opinion of colleagues