Communication and Negotiation Flashcards
(14 cards)
What methods of communication do you know?
Verbal / Written
In person / Online
How do people communicate in different ways verbally?
Assertive
Aggressive
Passive
Passive-aggressive
What is your communication style?
I try to be open and honest aiming to provide the facts and listen to the client / team member.
What are the barriers to effective communication?
Language barrier
Technical language
Recipient is not paying attention
Timing and communication
Interruptions
What makes a good Communicator
Ability to listen
Open body language
Clarity
Timing
Can you give me an example of when you have Negotiated?
Less so in my Capital Allowances work.
As a Retail Agent I had to negotiate aspects of Heads of terms with Landlords, Clients and other Agents frequently.
What is a good Negotiation?
A good negotiation is where both parties are happy with the outcome and relationships are maintained.
What Negotiation Outcomes are there?
Win-win
Win-lose
Lose-lose
What do you need for Negotiation?
Prepared with all of the relevant information.
Stay fact based.
Listen to the other parties points.
Know the points that you are willing to compromise and the ones you are not.
What are the Stages of Negotiation?
- Preparation
- Discussion
- Clarification of goals
- Negotiate towards a win-win outcome
- Written agreement
Why is it important to understand your client’s needs?
It promotes good relationships
Repeat business
Positive recommendations
How do you deal with a breakdown in communications?
Sometimes breakdowns can occur if emails are missed or simply misunderstood.
I find it easier to pick up the phone or arrange a call to discuss any issues or points missed.
When is one form of communication better than another?
Sometimes if you are explaining a complex issue, discussing it over the phone might not be the best way to help others understand.
Variety in communication can help with emails or teams calls as well.
What does “Without Prejudice” mean?
Negations can be entered into without anything in the negotiation being viewed as binding.
The content of the communication must be an attempt to settle a dispute or negotiation.
