Communication And Negotiation Flashcards
Can you give some examples of written communication
- Letters
- Emails
- Reports
- Tender documentation
- Contract documentation
What are the advantages and disadvantages of written communication?
Advantages:
- Complex information can be communicated with drawings and diagrams
- Creates a record
- Information can be distributed to relevant parties quickly and efficiently
Disadvantages:
- No confirmation that recipient has received the information
- Language / tone may be unfamiliar or come across differently that put forward
- Won’t know if the recipient has understood the message
Can you give some examples of oral communication?
- Meetings
- Phone calls
- Presentations
- Contractor interviews
Can you give some advantages and disadvantages of oral communication?
Advantages:
- Quick and efficient to inform parties
- Questions can be asked easily
- You know the recipient has received the information
Disadvantages:
- No record of what has been discussed
- Difficult to explain complex information
- Can’t explain information using drawings and diagrams
What would you change about the way you speak to an inexperienced client vs experienced client?
- Experienced clients may have more knowledge and understanding of construction jargon and terminology, whereas Inexperienced Clients may need more time to explain the workings behind an issue or topic
- Experienced Clients may be able to make decisions quickly, whereas Inexperienced Clients may need more support / advice to inform their decisions
Why are listening skills important for good communication?
- Helps to understand the requirements of the part and what they need from you
- Assists in reducing conflict as you can understand the other party’s point of view
- Allows everyone to have a contribution and feel part of a team
- Build and promotes trust
What would you do if you were chairing a meeting?
- Ensure I have set an agenda to keep the meeting on track
- Prepare in advance and have all necessary documents available
- Be punctual and timely
- Take minutes
- Ensure everyone has an opportunity to speak
- Keep meeting on track, move conversation forward and cover all aspects of the agenda
Can you explain the difference between efficient and effective communication?
- Efficient communication: Information communicated in a clear, concise, precise manner
- Effective communication: Used to communicate more complex information, more depth and detail
What are some of the barriers to communication?
- Language or culture
- Different time zones
- Body language can sometimes not correspond with language used
What is meant by body language? Can you give an example?
Body language is non-verbal communication in which your body demonstrates your thoughts and feelings
- Eyebrows crunched could be confusion
- Smiling could be happy with the works / news
Can you name the types of body language?
- Passive: defeated, apologetic, no eye contact, shy
- Assertive: Relaxed, balanced, firm but friendly
- Aggressive: Space invading, loud, clenched fists
What would indicate a successful negotiation?
All parties coming away from the negotiation content / happy with the outcome
What is your negotiation?
I negotiate collaboratively and endeavour to seek the best solution for all parties involved
What would you do to prepare for a negotiation?
- Understand what level I am authorised to negotiate to
- Understand what my clients negotiables and non negotiables are
- Ensure I am prepared and have all relevant information
- Ensure I know what I want the outcome to be
How would you deal with a contractor that is getting upset or angry during a negotiation?
- Stay objective
- Stay professional and respectful
- Endeavour to understand their position
- If becomes too heated, step away and revisit when the situation has been considered further
