Communication and Negotiation (L2) Flashcards
(45 cards)
1
Q
What did you include on your agenda for your prestart meeting?
A
- Introductions
- Form of Contract
- Contract Sum
- Project Programme, Dates of Possession and Completion, Duration
- Site Compound / Welfare
- Health and Safety
- Emergency Contacts
- Risks
- RFIs
- Contract Administrator Matters
- Client Matters
- Statutory Approvals
- Any other Business
- Date and Time of next meeting
- Project Directory
- Meeting Schedule
2
Q
What were the main objectives of the prestart meeting?
A
- Introduce stakeholders
- Brief overview of the project and ensure all parties are aligned prior to commencement of works
- Set up communication systems and methods
- Establish key contacts and details
- Assign responsibilities of each stakeholder
- Review logistical approach to the project
- Review health and safety considerations
- Set action points to be addressed ahead of project start
3
Q
Can you give me an example of when you have had a difficult situation with a client and how you dealt with it?
A
Citizen Housing
- Client expressed by email dissatisfaction with level of service being provided by junior surveyor in relation to setting up regular site meetings and timings
- I took responsibility as the project lead and ensured an agreed schedule was put in place and to be adhered to
- Deal with this situation before it would escalate into a formal complaint
4
Q
What skills would you need to communicate effectively?
A
- Listening / understanding
- Electronic communications
- Organisation
- Confidence
- Empathy
- Adaptability / flexibility
- Clarity and conciseness
- Non-verbal communication
- Feedback skills
- Conflict resolution
5
Q
How do you ensure that frequency of communication is acceptable?
A
- Establish expectations at project pre start meeting
- Tailor to the type of project and different stages, altering where necessary
- Agree with client and other stakeholders on regularity
- Be flexible
- Use technology / electronic communications
- Use a communication plan
- Clear clear records and document everything
6
Q
What are the different ways you can communicate with the client?
A
- Telephone
- Face to face meetings
- Online / teams
- Post
- Social media
- Newsletters
7
Q
When would you choose to use written communication?
A
- Documentation / record keeping
- Legal or formal notices
- Different time zones
- Out of hours
- Sensitive topics
- Feedback and reviews
- Providing instructions
- Complex information
8
Q
When would you need written confirmation?
A
- Any agreements that are made which will may lead to a change in services or scope
- Any decisions on variations
- Any communications relating to a change in cost, programme and quality
- Requests for information from stakeholders
- Key legislative correspondence
- Key health and safety correspondence
9
Q
What barriers to effective communication have you come across?
A
- Language differences
- Technological issues
- Physical barriers
- Emotional barriers
- Information overload
- Lack of clarity
- Assumptions
- Stereotypes
10
Q
Tell me about your negotiating style?
A
- Prepare negotiations and inform stakeholders on the purpose of the meeting prior
- Prepare likely issues and solutions ahead of the meeting
- Remain clear and open minded when entering negotiations
- Remain flexible and adaptable
- Understand and sympathise with all stakeholders based on their limitations and capabilities
- Collaborative approach, find solution for all parties involved
- Clear communication without ambiguity
- Patience and persistence
- Follow up and clear documentation
11
Q
Why is negotiating important?
A
- Required to ensure smooth running of projects
- Required to maintain good working relationships between stakeholders
- Promotes respect between stakeholders and encourages diversity and inclusion
- Conflict avoidance
- Clear agreements and responsibilities
- Value creation / engineering
- Best outcome for project
12
Q
What is Principled Negotiation?
A
Focused on mutually beneficial agreements
- Separate people from the problem
- Focus on interests, not people
- Generate options for mutual gain
- Use objective criteria
- Principled negotiation aims to produce outcomes that are fair, efficient, and sustainable, fostering better relationships between parties and reducing likelihood of future conflicts
13
Q
What can be a barrier to negotiating effectively?
A
- Emotional bias, anger or frustration
- Poor communications, misunderstandings etc
- Rigid positions, fixed mindset
- Time pressure
- Lack of preparation
- Power imbalances
- Distrust between parties
14
Q
A
15
Q
What would be a good way to facilitate negotiations?
A
- Establish ground rules, clear guidelines
- Use principled negotiation style, I.e use objective criteria
- Create positive environment
- Active listening, pay attention, ask questions
- Identify common interests, shared goals
- Encourage collaboration
- Maintain focus, keep on topic
- Summarise progress and follow up
16
Q
Why is discussing matters in person effective?
A
- Body language and non-verbal communication
- Better engagement and understanding
- Quicker response and collaboration
- Good for complex topics
- Reduced miscommunication
17
Q
What are alternatives to discussing matters in person?
A
- Video call / Teams
- Telephone
- Post
- Text messaging
18
Q
Why can alternatives to discount matters in person present challenges?
A
- Lack of non-verbal cues / body language
- Longer response times and feedback
- Risk of miscommunication
- Difficulties in communicating complex matters
- Reduced engagement
19
Q
Tell me how you communicate responsibly on social media?
A
Guidance: RICS Use of Social Media 2024
- Avoid excessive posting and over-sharing
- Do not post any derogatory comments or offensive language and maintaining professionalism
- Do not post unless necessary to post
- Adhere to RICS Rules of Conduct, honesty and respect to others
- Consider the audience
- Maintain privacy and confidentiality
20
Q
What do RICS set out as best practice for the use of social media?
A
Guidance: RICS Use of Social Media 2024
- Not to excessively post
- Post accurately and honestly
- Member is responsible for online presence
- Think before posting
- Respect others and not to post anything offensive and to consider RICS ROC No4
- Consider confidentiality and sensitive information when posting
21
Q
What
A
22
Q
What guidance is there for best practice on social media?
A
- RICS Use of Social Media 2024
23
Q
How do you use social media to communicate with clients?
A
- Posting project successes and progress
- Mention in newsletter posts
- Before and after photos
- Use hashtag to promote services
24
Q
Tell me about how you conduct yourself in negotiations?
A
- Adequate preparation
- Be respectful and empathise with others
- Remain flexible and adaptable
- Focus on objectives and interests
- Communicate clearly without ambiguity
- Be respectful and preserve relationships
- Take records and follow up
25
Tell me about how you ensure good communications?
- Active listening
- Establish commincation channels at project initiation stage
- Clear roles and responsibilities set out
- Regular meetings and collaboration
- Updated project directory
- Take records and follow up on actions
26
Tell me about an example where you have negotiated effectively?
Higham Lane Roofing
- Needed to negotiate with contractor and client suitable programming sequence for the roof refurbishment works during exam time tabling to reduce disruption
- Needed to consider contractors capabilities and working times and arrangements
- Needed to consider clients concerns regarding noisy works during exam times
- Negotiated with both parties that works would continue during exam times from 9am-1pm however noisy works during these hours from Tuesday to Thursday would be limited
- To be monitored going forward
- Worked together to negotiate a sequence which focuses on both parties interests
27
What did you include on your progress meeting agenda?
- Introductions / Apologies
- Previous meeting minutes
- Contractors progress report
- Health and Safety
- Contract administrator matters
- Client matters
- Statutory approvals
- Live Risks / Key issues
- RFIs
- Any other business
- Date and time of next meeting
28
Give me an example of when you have communicated using a complex written report?
Attic Storage Enfield
- Employers Agent Report
- Provided a complete update on works during the previous reporting period, key tasks, milestones, upcoming tasks, programme status
- Highlighted current and potential risks, and included within a project risk register with time, quality and cost implication of each risk appended to the report
- Update on all statutory matters such as planning conditions, building regulations, BREEAM update etc
- Outstanding information section outlining key decisions to be made by client with timeframe on required decisions
29
How do you adapt your communication style when dealing with different stakeholders such as clients, contractors, and regulatory bodies?
Clients
- Use friendly and approachable tone
- Focus on their needs and objectives, using language that reflects their level of understanding
- Provide visual aids and regular updates
Contractors
- Respectful direct and collaborative tone, emphasising goals
- More technical focusing on specs and responsibilities
- Use clear and concise documentation
Regulatory Bodies
- Formal and respectful tone
- Well organised factual based reporting
30
Describe a situation where you had to manage conflicting stakeholder interests?
Higham Lane Roofing
Contractors interest to complete works
Headteachers interest to complete works and students exams
Teachers interest for student exams
31
Why are meeting minutes important?
- Clear record and documents key decisions
- Used to track actions and monitor progress
- Good use of minutes reduces conflicts arising, and can be used in the event a conflict does arise
- Accountability and responsibility of stakeholders
- Helps promote good communications and project management
32
How did you negotiate variations and value engineering?
Attic Storage Barking - Forklift Storage Requirement
- Client required a space for forklift storage as this was missed from the design stage, contractor submitted cost for a route around the site which would required resurfacing works, I reviewed the proposal with the client and looked at a different option to route forklift through the alleyway and use a smaller forklift, the client accepted
- Clear communications documented
- Written agreements and priced breakdowns
- Meeting preparation
- Understanding client requirements whilst considering more cost effective options whilst ensuring requirements are met
33
Why is a prestart meeting important?
- Opportunity to ensure all stakeholders are aligned prior to the start of the project
- Review project scope and services
- Team building and collaboration
- Timelines and expectations
- Key actions to address during the next reporting period
- Initiate project and discuss key risks and mitigation
- Discuss logistical and health and safety matters
- Establish key stakeholders and responsibilities
- Key emergency contacts
- Set up communication channels and project directory
34
Why is it important to have clear communications?
- Reduced likelihood of disputes arising
- Builds trust between stakeholders
- Clear understanding without ambiguity
- Aids project management and smooth flowing of the project
- Team working and collaboration
- Reduced H&S and logistical risks
35
Higham Lane Roofing - Who were the key stakeholders?
- Contractor / sub contractors
- Headteacher, teachers, students, site team
- School neighbours
- Approved inspector
- Design / PM team
36
Priory Fire - How were they performing poorly?
- Site housekeeping concerns with construction materials and tools being left in corridors
- Poor Communication / Site attendance and management was poor, with little presence of a site manager during the works
- Quality of door installations
- Falling behind schedule
37
Priory Fire - What did you need to consider before starting a fire door project?
- Asbestos containing materials and requirement for an R&D survey
- Logistics and working in live school environment, I.e deliveries, doors and corridors being worked
- Maintain access during works
- Quality of door installations
- Certification and documentation
38
Priory Fire - What were the targets set in regards to door installations?
- Ongoing quality inspections and snagging in phases
- One door at a time to reduce H&S risks in school environment
- Quantity of door installations per week, 5 double door sets, 10 single door sets
- Certify as installed
- Regular communications
- Site manager presence
39
What guidance is there for fire doors?
- BRE Digest 524 - Fire Doors
- BS 476 - Door assembles meets fire standards
- BS 8214 - Timber-based fire doors
40
Tell me about how you conduct yourself in negotiations?
- Clear and effective communications
- Remain flexible and adaptable
- Focus on objectives and goals
- Empathise with others and their opinions
- Preparation ahead of negotiations
- Clear records and documentation
- Patience and persistence
- Confidence
- Follow up
41
Tell me about how you ensure good communication?
- Establish communication channels at project initiation
- Clear and effective communication without ambiguity
- Tailor communication to ensure all stakeholders can understand
- Regular meetings and collaboration
- Active listening and understanding
- Ask questions / engage
- Preparation before discussions
- Take records and document
- Follow up
42
Tell me about an occasion you have negotiated?
Higham Lame Roofs
- Negotiated with client and contractor suitable sequencing of works to ensure project delivery whilst considering school exam timetabling
43
Tell me an example of when you have communicated effectively?
Hall Green Case Study
- After uncovering key issue no2, set up a meeting with client and contractor as a priory to brief on the the issues identified and importance of actioning promptly to reduce impact on the programme
- Clear and effective communication documented
44
Tell me about your negotiating style?
- Understand basis of discussions
- Preparation ahead of negotiation
- Remain flexible and adaptable
- Encourage collaboration
- Focus on goals and objectives, use principled negotiation where possible
- Active listening and understanding
- Emphathise with others
- Clear documentation and record taking
- Follow up
45
Give me an example of when you have communicated using a complex report?
Attic Storage Enfield
- Employers agent report
- Full written report including progress progress during the previous reporting period, key milestones and tasks, works in the next reporting period
- Project risk register updated and appended to report
- Update on statutory matters such as planning, building regulations, BREEAM
- Information schedule with RFIs for client and timeframes
