Communication and Negotiation Flashcards
(30 cards)
What is Communication?
The Importing or exchanging of information by speaking, writing or using some other medium
What are the 3 things that communication requires?
Communication
Method
Recipient
What are the Two Ways of Communication
One Way situation - No immediate feedback is received e.g letter
Two Way situation - immediate feedback is received e.g verbal communication
What are the Key Conisderations when communicating?
- Who is your audience
- Time Limits
- Do you need to record your communication in writing
- History of Communication with party
- Most appropriate method of communicating
- What is your intended message
What does INEFECTIVE COMMUNICATION lead to?
- Time delays
- Frustration
- Stress
- Added Cost
What are the different ways you can communicate with clients?
Written - letters, emails, social media
Graphic - Photos, Plans
Verbally - Phone, in person
Non-Verbally - Body Language , appearance and eye contact
What do you consider to be an example of a good communication?
- good listening skills
- clear and concise
- uses body language
- positive and patient
- is respectful
How do you ensure that frequency of communication is acceptable?
I understand that some clients require more communication than others - for example those clients whos properties are on the market.
To ensure the correct amount of communcation is taking place this will depend on the nature of work. I will have inital conversations with clients to help establish how much communication and interaction is required.
I will also ensure i understand their perfered communication method
When would you chose to use written communication over Verbal communication?
In legal matters - written communication allows you to document everything for evidence later
- more time may be required in putting a fully and concise response together
- written communication - strengthens and clarifies the message
- More reliable
What barriers effecting communication have you come across?
Verbal barries - language barrier and inviduals tone of voice
Technical Language - in leases
Physical Barriers - during covid 19 it became very difficult to meet with client and walk land
Recipient is not interested - National Gird
signal
Wrong emails / phone numbers
In what guidance document do the RICS Set out best practice for the use of Social Media?
Use of social media: guidance for RICS members version 1 with effect from 30th June 2021
Why is social media an effective way of communicating?
allows businesses to
- Advertise and promote professional services
- Provide reviews of services
- Legitimately warning others about fallen services - eg closure of the office due to Covid/Queens death
What do RICS set out as best practice for the use of social media
The standards expected of Members DO NOT CHANGE because they are communicating through social media rather that face to face.
How do you use visual media to communicate with clients?
in many ways
Land plans - when drawing farm plans
Arieal views - to show clients the type of land e.g rougher pasture
Valuation Photography - used when describing buildings
Compensation Claims - pre and post works photos to rely on for the claim
Tell me about how you ensure good communication
I always make sure i
- Comunicate clearly and in plain language that is free from jargon
- I tailor the message accordingly to my audience - for example i explain things a lot more clearly to some clients who do not have the technical knowledge
- i understand my clients preferred method of communication - and explore different methods of communication to understand what is best for that client
- if in person i use positive body language and direct eye contact
- Regardless of how i communicate i maintain records of all my communication
- confirm any key points in writting
- i listen to everything my clients have to say
- i am patient
Tell me about an example of when you have communicated effectively?
EXAMPLE - HAROLDSTON COTTAGE
use of written / verbal and graphic
i used good listening skills
I Identifed the individuals prefered communication method
Responsed clearly and in a timely manner
Give me an Example of when you have communicated using a complex written report?
EXAMPLE - CASTLE HILL ESTATE RENT REVIEWS
explain what i was required to do
- i set out what we did on the inital visit
- i set out the characteristics of all the holdings i visited
- produced land and building plans of each parcel
- created tables - outlining the values for each element of the holding
- comparison of rents table for the client to visually see
What is Negotiation?
A strategic discussion that resolves an issue in a way that both parties find acceptable
How does Negotiation Work?
Negotiation involves two or more parties - who come together to reach some end goal through COMPROMISE OR RESOLUTION that is agreeable to all those invovled.
One party will put its position forward
While the other will either accept the conditions presented or counter with its own position
What are the different styles of Negotiation?
5 main styles
- Competitive
- collaborative
- compromise
- Avoidance
- Accomodating
Tell me about your negotiating Style?
I would say that i am a Collaborative negotiator.
When undertaking negotiation work i am OPEN and HONEST
I understand the concerns and interests of the other party
and i like to try and find solutions to ensure both parties are satisfied as i am trying to do what’s best for my client but need to maintain good relationships with eg national grid and welsh water
Why is Negotiation Important?
Negotiation is important in all aspects of life.
It is important for
- Long term success
- important for dealing with clients - negotiation skills are integral if you wish to effectivly work with clientds and build better client relationships
- Problem Solving
- Successful negotiation helps build reputation
- Builds Confidence
What is principled Negotiation?
is an interest-based approach to negotiation that focusses on primarily on CONFLICT MANAGAMENT AND CONFLIT RESOLUTION
What can be a barrier to negotiate effectively?
many barriers can effect effective negotiation
1. Negative outlook towards the negotiation
2. Winning attitude
3. Emotional Control
4. Lack of Empathy
5. Wrong Focus
6. Blaming Others