Communication and Negotiation

Question 1

Please define what communication is?

Answer 1

The imparting or exchanging of information by speaking, writing, or using some other medium.

Question 2

What are the main types of communication?

Answer 2

• Verbal - using speech to share information with other people.
• Nonverbal - exchanging info face to face without speech through facial expressions, hand gestures, posture etc.
• Written - exchanging info using words and numbers in a written form. Creates a permanent record.
• Visual - using aids such as graphs and charts to communicate information. Can compliment other forms of communication by adding context.

Question 3

Advantages of written communication?

Answer 3

• Complex and technical information can be communicated in a precise and explicit manner.
• It creates a record of the communication and can serve as a legal document.
• A reliable way to formalise verbal agreements.
• Information can be circulated to multiple parties, very quickly.

Question 4

Disadvantages of written communication?

Answer 4

• Less personal than verbal, so less ideal for emotional messages.
• It can be unclear if the recipient has received the message.
• The language and/or tone may be misconstrued and therefore places a different emphasis on the communication.
• Unclear if the recipient has fully understood the communication.

Question 5

What are typical attributes of effective communication?

Answer 5

• The message is short and precise.
• Clear and easy to read and understand.
• Well structured with an intro, substance and conclusion.
• Use of diagrams and pictures to enhance meaning and reinforce message.
• The recipient understands the communication without ambiguity.

Question 6

If you chair a meeting, how do you ensure it is effective?

Answer 6

• Set an agenda and keep the meeting on track.
• Prepare for it in advance and have any materials ready.
• Be punctual.
• Take minutes.
• Allow everyone the opportunity to speak and contribute.
  Use of body language to enhance communication and read the body language of others.

Question 7

What is the difference between effective and efficient communication?

Answer 7

• Efficient communication - Info provided in a clear and concise manner, reducing effort and waste.
• Effective communication - To accomplish a purpose; produce the intended or expected result/outcome.

Question 8

What are the barriers to communication?

Answer 8

• Differences between verbal and non-verbal communication i.e. body language does not give the same signals.
• Differences in perception and viewpoint.
• Body language distracting from verbal communication.
• Language or cultural differences.
• Different time zones or locations.
• The use of jargon, complicated, unfamiliar and/or technical terms.
• Physical disabilities such as hearing or speech problems.

Question 9

What is meant by body language?

Answer 9

• Non-verbal communication that can have hidden messages.
• It is usually the body that does the talking; for example crossing your arms in conversation can project a defensive or reluctant message.

Question 10

Name some different forms of body language and briefly explain their attributes?

Answer 10

• Passive - Defeated posture, over-apologetic, no eye contact
• Assertive - Relaxed and balanced hand gestures, firm but friendly, maintaining a comfortable distance.
• Aggressive - Tense, invading space, loud, clenched fists.

Question 11

What is negotiation?

Answer 11

Discussions to reach a compromise or agreement. Parties agree through a formal or informal negotiation process, to identify a resolution acceptable to all parties.

Question 12

What outcome could indicate a successful final account negotiation?

Answer 12

Both parties come away happy, the costs are agreed upon, and the project is within the client’s budget.

Question 13

What key things do you need to think about before entering a negotiation?

Answer 13

• To what level am I authorised to negotiate.
• Mine (and my client’s) red lines.
• Do I have sufficient facts and information.
• The character of the person I am negotiating with.
• What I want the outcome to be.
• The areas where I am willing to compromise.
• The structure of the negotiation.

Question 14

What is your negotiating style?

Answer 14

Depends on the situation; if there is a strong case for my client, I may adopt an assertive approach; however, I aim to be collaborative and try to find a resolution acceptable to all parties.

Question 15

When faced with a challenging negotiation, how do you conduct yourself in a fair and professional manner?

Answer 15

• I always stay objective and enter the negotiation with the mindset of finding a resolution.
• I’m always respectful towards the other party and endeavour to understand their position.
• I listen to their concerns and objections and i then counter them with answers that prevent doubt.

Question 16

Give an example of when you have completed a successful negotiation?

Answer 16

• I successfully negotiated the final account on xxx. I did this by assessing my position on the account and issuing comments to the contractor in the first instance.
• This formed the basis of discussions with the contractor; both parties presented their commercial positions (in a meeting) and agreed to settle at a certain figure that was palatable to both parties.
• I formed a good working relationship with the contractor throughout the project; we were able to communicate clearly and respectfully with each other, which aided the success of the negotiation.

Question 17

What are the main barriers to a successful negotiation?

Answer 17

• Lack of trust
• Missing or inaccurate information
• Cultural differences
• Lack of emotional intelligence.
• Communication problems.

Question 18

What is a “without prejudice” offer?

Answer 18

In general, a party’s admission to something can be used against them in court. The without prejudice rule means that statements are made in a genuine attempt to settle a dispute cannot be used in court as evidence of admissions against the party that made them.