Communication and Negotiation

Question 1

What key questions should surveyors ask themselves when communicating? (ensuring effective communication)

Answer 1

Who is the target audience?
Are there time limits or urgency for a response?
Should the communication be recorded in writing?
Is there a history of communication between parties?
What is the most appropriate method of communication?
What is the intended message?

Question 2

Why is effective communication important?

Answer 2

It forms the basis of all instructions and interactions
Surveyors communicate with a variety of people so the communication needs to be adapted to the audience

Question 3

What does effective communication need?

Answer 3

A communicator, a method, a recipient

Question 4

When is two-way communication more effective / appropriate?

Answer 4

When having difficult conversations
Negotiations

Question 5

When is one-way communication more effective / appropriate?

Answer 5

Clarifying instructions or proposals

Question 6

Give examples of barriers of communication

Answer 6

-verbal (tone of voice, clarity, language barriers, what isn’t said)
-jargon / technical language
-emotional / cultural barriers
-recipient is not listening or not interested
-physical (body language)
-differences in perception / viewpoint
-prejudice / bias
-different expectations
-interruptions
-location
-attitude / mood
-assumptions / prior experience
-ambiguity
-context

Question 7

How do you deliver a good presentation?

Answer 7

-practice
-use a good visual aid if appropriate
-speak clearly
-eye contact
-understand the audience and their understanding of the subject

Question 8

What is the Renters Rights Act?

Answer 8

Legislation being bought this year to make significant changes to the rental section.
Changes include:
-landlords will no longer be able to discriminate when allowing people to view or apply for properties
-no fixed term tenancies - all ASTs will be Assured tenancies
-no rental bidding will be allowed
-no section 21 evictions