Communication & Negotiation

Question 1

Which forms of communication are you aware of?

Answer 1

• Verbal (in person, phone calls)
• Non-verbal (body language, eye contact, gestures, appearance)
• Written (emails, instant messages)
• Graphical (charts, diagrams, tables)

Question 2

Can you please explain some of the barriers to effective communication?

Answer 2

Unclear delivery of speech.
The over use of technical language that may not be understood by lay clients.
Emotionally charged and heated conversations where parties are unable to listen.
International language barriers.
Disinterest and boredom.
Interruptions and distractions.
Background noise pollution.
Poor call quality.
Poor relationships.

Question 3

Please explain to me your approach when negotiating in challenging circumstances?

Answer 3

Research the matters being considered.

Understand my own views.

Review with client / project team to confirm negotiables and non-negotiables

Develop a partnering approach rather than an adversarial one.

My ethos is that a successful negotiation always involves compromise from both parties, and the project should always be the winner.

Question 4

What makes for a successful negotiation process?

Answer 4

Preparation and collating supporting documentation.

Each party presents their case, leading to identification of bargaining positions and proposals.

Post-meeting written confirmation issued to confirm what was agreed and what is still outstanding.

Confirmation of next steps.

Question 5

What are the key elements of active listening?

Answer 5

Maintaining eye contact and open body language, not interrupting while the other person is speaking.

Paraphrasing to confirm understanding, seeking clarification through asking questions to gather additional information, providing verbal and non-verbal feedback such as nodding or summarising key points.

Question 6

What are the risks of poor communication in stakeholder engagement, and how can these be managed using formal tools?

Answer 6

Risks include misaligned expectations, delays, and disputes.

Tools like RACI matrices, project brief templates, and stakeholder registers ensure clarity and consistency in messaging.