Communication & Negotiation

Question 1

Give examples of good negotiation and communication

Answer 1

1. Agreeing client’s objectives and negotiating strategy
2. Detailed research and preparation
3. Preparing “win-win” and fall back positions
4. Deciding what points you can give on and what is non-negotiable
5. Understanding the other party’s position
6. Considering the method of communication (phone/email etc)
7. Walk away when you need to

Question 2

Give an example of when you have applied good communication and negotiation skills

Answer 2

In the day-to-day running of my business, I need to use good communication and negotiation skills to provide confidence to a client that I should receive their instruction. This will include agreeing on a cost, explaining the services offered, what is most suitable, and listening to them to understand what their objectives are. I always confirm any verbal agreement or discussions in an email for clarity and to prevent ambiguity. If a client wants to negotiate far beyond my cost limits, I thank them for their inquiry but decline the instruction.

Question 3

Give evidence of evaluation of your communication and negotiation skills in a variety of situations.

Answer 3

In my survey reports I use many photos of defects, along with examples of construction details, to demonstrate to a client what the issues are. When writing and advising on any defects, I often reflect on my text and will re-write it if necessary to make sure it is easy to understand for someone that has limited knowledge of buildings. Annotating photos provides further clarity. I usually contact my clients to explain things once the report is complete, making notes of the conversation and ensuring I don’t stray outside of my scope and competence. I provide frequent updates throughout the process from the initial communication until completion.

Question 4

Tell me about a communication method you have used to communicate with an opposing negotiating party

Answer 4

Listening and understanding their position, thereafter agreeing on a solution that suits all parties can be the most effective way forward

Question 5

How do you ensure you communicate effectively?

Answer 5

By using plain English and avoiding jargon, asking the other party if they have understood what has been said or reported, and if they have any questions. Acting with professionalism and integrity creates trust. Being honest and not misleading a client is essential for building a relationship.

Question 6

Tell me about a communication method you have used to communicate with a new client

Answer 6

With a new client, I would usually introduce my business, and explain what we do and how it is done. I obtain their objectives and reason for the survey. I make inquiries to determine if there may be a conflict of interest and advise if I believe there might be. I provide them with a sample report and the terms & conditions so that they are clear on what they will receive and when should they proceed. I provide an opportunity for them to ask questions prior to instruction via email or telephone call.

Question 7

What do you consider to be an example of good communication?

Answer 7

Listening and understanding a clients objectives and clearly explaining how I can help achieve those

Question 8

How do you ensure that the frequency of communication is acceptable?

Answer 8

I provide clients with an update at every point, once the survey has been arranged, once it has been completed, and once the report is finalised.

Question 9

What are the different ways you can communicate with clients?

Answer 9

Verbally, non-verbally (facial expressions, posture, eye contact etc), written, listening, and visual (TV, social media, photos)

Question 10

When would you choose to use written communication over verbal communication or a face to face meeting?

Answer 10

Face-to-face meetings can be beneficial in immediate communication to develop a relationship. Thereafter, written communication is more suitable for frequent updates and general information. I find that a face-to-face meeting is more suited when there is something important to discuss.

Question 11

What barriers to effective communication have you come across?

Answer 11

1. Overuse of technical language and emotionally charged conversation.
2. Disinterest or language barriers
3. Interruptions and distractions

Question 12

Tell me about your negotiating style.

Answer 12

I mostly find it best to use a compromising style to allow all parties to “win” some and “lose’ some. Preparation and knowing what you are willing to concede on helps in this situation.

Question 13

Why is negotiation important?

Answer 13

A good relationship helps a business to thrive. Negotiation is key to resolving conflicts and solving problems. When disputes arise it can help to protect a relationship.

Question 14

What is principled negotiation?

Answer 14

In principled negotiation, negotiators work to deal with emotions and personality issues separately from the issues at stake. The goal is not to “win,” but to reach a better understanding of each party’s concerns. Negotiators try to understand basic needs, wants, and motivations. (i.e. why do they not agree - for example, cost). Negotiators devote significant time to brainstorming a wide range of possible options before choosing the best one. Negotiators rely on objective criteria—a fair, independent standard—to settle their differences. For example, they might agree to abide by standards such as market value, expert opinion, industry protocol, or law.

Question 15

How would you deal with a difficult party?

Answer 15

It is important to not react emotionally and listen to their position. Providing ideas for further discussion can help demonstrate a desire to resolve any conflict. Research-specific matters of concern to identify common ground.

Question 16

What would be a good way to facilitate negotiations in your role?

Answer 16

It is important to develop a good relationship from the start, being honest, open, and providing clarity with all information helps to build this. Ensuring that a client understands what is to be provided is essential.

Question 17

Why do you consider that discussing matters in person might be effective?

Answer 17

Face-to-face negotiation enables a better flow of information between the negotiating parties, enables better understanding between the parties, strengthens trust

Question 18

What are the alternatives to face-to-face?

Answer 18

Written exchanges or telephone calls

Question 19

Why do alternatives to face-to-face negotiations present challenges?

Answer 19

When conducting face-to-face negotiations, all parties can see each other and their facial expressions and reactions. This is not an option during telephone calls or written communications and it can be hard to judge honesty

Question 20

Tell me about how you communicate effectively (and responsibly) using social media.

Answer 20

I only use social media to advertise my company and the services offered. Any images used are my own. No discriminatory, abusive or harmful information is posted.

Question 21

What do RICS set out as best practice for the use of social media?

Answer 21

1. Maintaining professional standards and following rules of conduct.
2. Avoid discrimination, dishonesty, abusive or threatening behaviour, bullying or harassment

Question 22

What RICS guidance is best practice of social media set out within?

Answer 22

Use of social media: guidance for RICS members - Version 1 (with effect 30 June 2021)

Question 23

How do you use visual media to communicate with clients, e.g. before & after photographs?

Answer 23

I take photos of every defect identified and include them in the report wherever possible. Photos are annotated to provide clarity on the location and defect noted.

Question 24

Tell me about how you conduct yourself in negotiations.

Answer 24

I make it clear that there are things to resolve but that a solution and agreement are the objectives. Being honest and acting professionally to justify your position can help other parties understand. Listening to the opinions of other parties can help to bring a satisfactory solution.

Question 25

Give an example of when you have negotiated effectively

Answer 25

I provided a quotation to a potential client, they advised that they had been given a cheaper quote from a different surveyor and wanted to know whether I would match their fee. I explained that the service I provided was considered a more premium service with lots of information within the reports and photographs detailing any issues. I explained that I would be willing to reduce my fee but would not be willing to match the lowest fee. The client accepted my offer and the instruction was won.

Question 26

Give me an example of when you have communicated using a complex written report.

Answer 26

I provide home survey reports that are very detailed but concise and clear with any explanations. The report will give a client information as to why a defect has occurred and, in the case of a Level 3 report, what to do next. I use annotated photos to back up written explanations. The reports are broken down into individual sections of a property e.g. roofs, walls and floors etc

Question 27

What situations require good communication?

Answer 27

Reporting in a meeting, chairing or facilitating a meeting, giving a presentation to staff or a client, consultant or contractor interviews

Question 28

Why are listening skills important?

Answer 28

To obtain information, to understand, for enjoyment, and to learn. By being a good listener, you can improve your productivity and your ability to influence, persuade, and negotiate. What’s more, you’ll avoid conflict and misunderstandings.

Question 29

What are common barriers to communication?

Answer 29

Noise (distraction), physical (location/time), mental attitude (prejudice, stereotyping), poor feedback (verbal or non-verbal), poor listening skills, inappropriate language (abusive, jargon, slang), body language (facial expressions, posture, tone of voice)

Question 30

What is CAD (computer-aided design)

Answer 30

The term computer-aided design (CAD) refers to the use of computers to create graphical representations of physical objects to assist in the design process. It can also refer to the use of computers to prepare presentational images or to prepare production information enabling objects to be manufactured

Question 31

What is SWOT anaylsis?

Answer 31

SWOT analysis is a strategic planning and strategic management technique used to help a person or organization identify Strengths, Weaknesses, Opportunities, and Threats related to business competition or project planning.

Question 32

What makes a successful negotiation?

Answer 32

1. Preparation and collating supporting documentation
2. Allowing each party to present their case in a calm manner
3. Agreeing on common ground and a way forward

Question 33

What happens during a negotiation meeting?

Answer 33

1. All parties are allowed to discuss their position and their reasons
2. All parties maintain professionalism and remain calm
3. Written confirmation of what has been agreed

Question 34

Give an example of when you have had to handle a difficult negotiation.

Answer 34

On a refurbishment project, there was a scope of work to remove existing wallpaper and re-line for decoration. The lining paper was not adhering to the existing surface despite several attempts, resulting in it peeling. I proposed a change to the specification for the walls to be filled to a more suitable finish ready for decoration, however, I maintained that this was at an increased cost to the client as it would include removing the lining paper already installed and that the original scope of work was not suitable. I successfully negotiated this and the specification was changed, my employer was paid for the remedial works.

Question 35

Provide an example of your oral communication skills

Answer 35

I must present to potential clients on a daily basis when discussing possible work and the costs/services involved. My good communication skills helps to win the work.

Question 36

What are your thoughts on using email as a form of communication?

Answer 36

1. Email Kerry is the same legal value as a letter
2. I always communicate in a professional manner
3. I use a disclaimer regarding confidentiality and data protection