Communication and Negotiation Flashcards
(28 cards)
What are the steps of negotiation?
1) Preparation
2) Bargaining
4) Closing
5) Learning
What is ZOPA?
Zone of possible agreement.
The range in which you and other parties can find common ground. To establish the ZOPA, think about your perspective and your counterpart’s. What do you each want and need? Where might you be willing to compromise?
What is BATNA?
Best alternative to a negotiated agreement.
Your ideal course of action if an agreement isn’t possible. To determine your BATNA, consider alternatives that provide some of the value you aim to gain from the negotiation.
What things should you consider when preparing for a negotiation?
1) Zone of possible agreement (ZOPA)
2) Best alternative to a negotiated agreement (BATNA)
3) Walkaway - The line where ending negotiations is better than making a bad deal. Use your BATNA to determine your walkaway.
4) Stretch goal - The best-case scenario for the negotiation’s outcome. It’s critical to give the negotiation a potential ceiling to gauge offers.
Which forms of communication are you aware of?
1) Verbal either in person or via telephone
2) Non-verbal such as body language, eye contact, gestures and appearance
3) Written e.g. e-mails and letters
4) Graphical information such as charts, diagrams and tables
Can you please explain some of the barriers to effective communication?
● Verbal monotone delivery.
● Unclear delivery of speech.
● The over use of technical language that may not be understood by lay clients.
● Emotionally charged and heated conversations where parties are unable to listen.
● Language barriers.
● Disinterest and boredom.
● Prejudice.
● Bias.
● Interruptions and distractions.
● Background noise.
● Poor call quality.
● Poorly maintained and adversarial relationships.
Please explain to me your approach when negotiating in challenging circumstances?
1) I prepare well ensuring I understand the topic and consider both side of the negotiation. I consider the ZOPA, BATNA, Walkaway and Stretch Goal. I will have internal meetings e.g. with the client to ensure that we are in agreement of these factors. I prepare supporting documents that will be useful in the negotiation.
2) During the bargaining stage I try to create a collaborative relationship rather than adversarial. I do this through small talk and being friendly and professional.
3) I follow up an verbal negotiations with written confirmation and contractual communications if necessary.
My ethos is that outcomes on negotiations should be in the best interest of the project whilst protecting the client’s interests.
What makes a successful negotiation?
1) Good preparation and collating supporting documentation by both parties.
2) Each party should be provided an opportunity to present their case in a calm forum leading to an identification of bargaining positions and politely making proposals.
3) Following the meeting, a swift confirmation should be issued in writing to confirm what was agreed at the meeting and to confirm which items are still outstanding agreement. A confirmation of next steps can also be issued to facilitate bringing the negotiations to a close.
4) Maintenance of good working relationship following the negotiation.
What happens during a negotiation meeting?
● Both parties should be allowed to discuss their position on the claim items being discussed and their reasoning for their position.
● All parties should look to maintain their professionalism, remain calm and act with respect and courtesy at all times.
● The meeting should take place ideally in a calm setting.
● Both parties should honor the agreements reached for the benefit of the project.
● Once the negotiation items are agreed they should be put in writing as soon as possible.
Please provide an example of when you had to handle difficult negotiations?
Cardiff Airport LDs.
1) LD based on the contract were £455k
2) Kept details meeting notes and records of progress
3) Prepared a document to track LDs and included screenshots of the relevant contract clauses.
4) Held meetings with client to agree ZOPA (covering building works costs)
5) Remained professional and calm in meetings with contractor
6) Secured £345k of LDs for the client
Please provide an example of your oral communication skills?
1) I regularly chair meetings with clients and contractors and present a project manager’s report
2) I present at tender site visit presentations
3) Using oral communication through phone calls and speaking with colleagues
What are your thoughts on using e-mail as a form of communication?
E-mails carry the same legal value as a letter and contracts can be inadvertently created by e-mail. We must therefore be very careful with regards to the content and form of the e-mail communication. When issuing e-mails it is easy to become complacent as they are perceived as being informal. I am always sure to communicate in a professional manner even if other parties do not. I always make sure that I select the correct recipient and do not release someone’s e-mail addresses without their consent.
What factors can contribute to workplace conflicts?
1) Poor communication
2) Misunderstandings
3) Conflicting priorities
4) Personality clashes
5) Different working styles
6) Language barriers
7) Lack of clarity in job roles
8) Competition for promotions
9) Unclear company policies
How would you handle a disagreement with a colleague?
I would aim to listen actively in order to understand the other persons perspective whilst remaining calm and professional and trying to avoid reacting emotionally. I would seek to find common ground and focus on solutions rather than apportioning blame. I would also use evidence or documentation to support my position and finally look to involve a mediator or supervisor if needed.
What strategies do you use to ensure clear and effective written communication?
1) Use clear and concise language to avoid misunderstandings
2) I structure emails, letters and presentations in a structured and logical manner with clear headings and bullet points.
3) I proof read my work in order to eliminate spelling and grammatical errors.
4) I ensure that e-mails and written reports are well formatted with a clear font to support their readability.
What are the key elements of active listening?
1) Maintaining eye contact and open body language
2) Not interrupting while the other person is speaking
3) ‘Playback’ to confirm understanding
4) Seeking clarification through asking questions to gather additional information
5) Providing verbal and non-verbal feedback such as nodding
How do you handle miscommunication in a professional setting?
1) I would identify the root cause of the miscommunication
2) Clarify any misunderstandings with the involved parties
3) Use written follow-ups to document key agreements and avoid further confusion
4) Encourage open and transparent communication
5) Implement measures to prevent future miscommunication such as structured meetings and clear documentation.
What is a communication under NEC?
All communications required by the contract should be communicated in a form that can be read, copied and recorded. En email can therefore be a contractual communication.
What skills do you need to communicate effectively?
Active listening:
1) Maintaining eye contact and open body language
2) Not interrupting while the other person is speaking
3) ‘Playback’ to confirm understanding
4) Seeking clarification through asking questions to gather additional information
5) Providing verbal and non-verbal feedback such as nodding
When communicating:
1) Clear and concise (either verbal or written)
2) Friendly and professional (partnering not adversarial)
3) Appropriate language and vocabulary for the recipient
4) Confidence
How do you ensure that the frequency of communication is acceptable?
● Liaise with a client at the start of a project to understand their expectations.
● Request feedback from client / stakeholder that they are receiving the communication frequency they require.
● Generally hold monthly progress meetings at a minimum or more regularly if required e.g. weekly planning meeting at Cardiff Airport
When would you choose to use written communication over verbal communication or a face to face meeting?
● When it is a contractual communication e.g. NEC - needs to be abe to be read, copied and recorded.
● When providing advise to a client (this protects against claims for negligence)
● To confirm verbal communications so there is a clear audit trail.
Why is negotiation important?
● So all parties continue to work towards project objectives.
● So all parties remain motivated and their opinion valued.
● To prevent unfair treatment.
What is principled negotiation?
A collaborative negotiation approach that focuses on conflict management.
● The goal of the principled negotiation approach is to preserve relationships and reach a mutual agreement that benefits both parties.
What can be a barrier to negotiating effectively?
1) Lack of preparation
2) Communication barriers / poor communication
3) Failure to understand the other party’s needs
4) Emotional responses
5) Blaming others
