Communication and Negotiation

Question 1

What is communication?

Answer 1

Exchange of information by speaking, writing, or using some other medium.

Question 2

What are the different types of communication?

Answer 2

Formal/informal
Verbal/Non-verbal
Written
Graphic
Presentation
Listening

Question 3

What is effective communication?

Answer 3

Communication where information is understood through speaking clearly and tailoring styles to suit the recipient.

Question 4

Explain some barriers to effective communication.

Answer 4

Inappropriate use of technical language
Language barriers
Disinterest
Prejudice or bias
Interruptions
Noise or distractions (on-site)

Question 5

Why must you tailor your communication?

Answer 5

Ensure understanding
Maintain professionalism
Clarity
Maintain engagement
Build trust
Conflict resolution
Efficiency

Question 6

When have you tailored your communication?

Answer 6

Residents: Easy to understand and less technical while remaining formal. Managers/contractors: Correct grammar and professional manner.

Question 7

How do you ensure your written communication is clear and professional?

Answer 7

Correct grammar and spelling
Being concise
Well structured
Proofreed before issue

Question 8

How to communicate in a team?

Answer 8

Treat everyone with respect
No judgement about others’ competence
Open body language
Use gestures to others in the team
Positive attitude
Equal voice for all
Speak clearly and calmly at a constant pace/volume

Question 9

How do you know if someone had understood what you have said?

Answer 9

Acknowledging your words
Ask them if there was anything they didn’t understand
Can repeat it back to you
Nodding throughout

Question 10

Importance of spelling and grammar

Answer 10

Shows a higher level of professionalism, competence and intellect.

Question 11

How to present data and figures?

Answer 11

Understand data
Format appropriately (table, charts/graphs, infographics)
Clearly label and format ensuring consistency.

Question 12

What is report and what is a report format?

Answer 12

A report is a piece of informative writing that uses evidence to look at issues, events or findings:
Cover page
Table of contents
Executive summary
Introduction
Discussion
Conclusion
Appendices

Question 13

Explain an executive summary.

Answer 13

Short summary of a report to quickly acquaint the reader of the contents of the report without having to read the entirety.

Question 14

How to deliver a report in a meeting?

Answer 14

Like preparing to presen:
Prepare
Know the audience
Use visual aids (if appropriate)
Be clear and concise
Highlight key points
Prepare for questions
Send out follow up (if appropriate)

Question 15

Structure of a presentation?

Answer 15

Similar to a report:
Introduction
Main body
Conclusion and summary of your presentation highlighting significance of presentation
Save time at the end for any questions

Question 16

How to prepare for a presentation?

Answer 16

Rehearse
Prepare visual aids
Know your audience
Have thoroughly researched
Be prepared with answers to questions

Question 17

How to deliver a presentation?

Answer 17

Be prepared and rehearsed
Look at the audience
Use gestures
Speak clearly, calmly and at a constant pace
Do not read from the presentation
Open body language

Question 18

What is etiquette?

Answer 18

Verbal: polite, actively listen and speaking clearly.
Non-verbal: body language, eye contact and gestures to display respect.
Written: tone, structure and formality.

Question 19

What is the importance of communication etiquette?

Answer 19

Build respect
Enhances clarity
Maintain professionalism
Improves interactions
Conflict resolution
Builds trust and teamwork

Question 20

What is a client?

Answer 20

Person or organisation using the services of another company or professional.

Question 21

What to effectively communicate with a client?

Answer 21

Verbally: Tailor your communication type to recipient, Speak clearly, calmly and at constant pace.
Methods: Periodic and frequent meetings - make minutes, Client progress reports for updates, Action log / to do list to understand what needs to be done and by who.
Be transparent in all situations - if issue arise let them know straight away.

Question 22

Why is it important to ensure emails are professional and accurate?

Answer 22

Adhere to etiquette norms expected
Emails are written communication and have same legal value, therefore contracts can be formed
Can be interpreted as informal, unprofessional or offensive if you use the wrong tone
Data protection purposes - you must ensure the emails to the correct recipient

Question 23

When have you chosen a specific form of communication for a reason?

Answer 23

Something that is agreed in person (verbal communication) I will ensure that this is backed up in writing (written communication) for clarity.

Question 24

What is a stakeholder?

Answer 24

Individuals, groups or organisations who are directly or indirectly involved or affected by project, product or service.

Question 25

Who are PCC stakeholders?

Answer 25

Internal: Services managers, housing officers, ESOs. External: General public, residents, building control or other statutory bodies.

Question 26

What is negotiation?

Answer 26

A discussion aimed at reaching an agreement.

Question 27

Benefit of negotiation?

Answer 27

Less likely to run into disputes saving time and money Can lead to win-win outcomes Can build relationships Clarified expectations

Question 28

What are the different types of negotiation?

Answer 28

Competitive: Used to reach an agreement quickly for short term agreements. Low offer, increasing gradually weaving in other issues. Win-lose. Principled: Methodical approach to negotiation, using party's interests to reach an agreement. Focused on mutual benefit and therefore win-win.

Question 29

What type of negotiation does PCC use?

Answer 29

Principled - partnership that is built on mutual trust and building the relationship with the service provider (NEC3 E) This allows my organisation to stay unbiased and overall makes better outcomes for projects.

Question 30

What is the process of a negotiation?

Answer 30

Prepare - Understand your tradables, what you want and fall-back solutions. Discuss - Initial discussion with other party understanding their tradables and decide if willing to trade. Test - Offer up tradables, see what they are willing to give and therefore identifying the solution. Trade - Form a trade based on what you have decided. Close - Formal written agreement about what has been decided ASAP.

Question 31

What to do at end of the negotiation where agreement has been made?

Answer 31

Formalise the agreement as soon as possible in writing, with written reply of agreement from the other party. Allows for clarified expectations and can be referred back to.

Question 32

How to decide upon method of negotiation?

Answer 32

What is the context - Timeframe, parties involved and their history What is the desire of those involved? Are there any constraints?

Question 33

How to establish objectives for negotiation?

Answer 33

What are key goals of the negotiation - price/quality/quantity Assess any constraints Understand stakeholders Prioritise list of objectives

Question 34

What are good negotiation skills/how prepare?

Answer 34

Research and prepare knowing your tradables Have a good record of anything discussed prior and during the negotiation Having a positive attitude Look for mutual benefits to both parties Don’t create expectations that can't be met Always have a fall-back solution Ensure the agreement has been confirmed and formalise the agreement as soon as possible in writing

Question 35

Why do negotiations break down?

Answer 35

Inflexibility Closed mindedness Win/lose mentality Aggressive communication Loss of trust Unrealistic expectations

Question 36

How to deal with difficult people?

Answer 36

Don’t react or strike back Remain calm Don’t reject their ideas, try to reframe them Actively listen so you can understand If things do escalate, remove yourself from the situation.