Communication & Negotiation Level 1 Flashcards
(25 cards)
What skills do you need to communicate effectively?
Listening, asking questions and recording answers
Using clear and plain english to explain process or procedure
How do you ensure that the frequency of communication is acceptable?
Discussions with client / contractor or other party that communicating with - talk to them about what information is required and how frequently it could usefully be provided.
What are the different way you can communicate with clients?
Talking - meetings, telephone calls
Written - emails, letters, reports
Images - tables, schedules, graphics
When would you choose to use written communication over verbal communication or a face to face meeting?
To explain a process or procedures or to record details / complicated information - usually best to record discussions by confirming in writing after meeting or discussion completed so that there is a written record and any mis-communication can be corrected as soon as possible
What barriers to effective communication have you come across?
Clients failing to read emails or listen to phone calls.
Contractors not willing to listen or understand discussions
Tell me about your negotiating style?
Depends on the situation, different style may be more appropriate or effective in different scenarios or depending on outcome required or party that negotiating with.
Sometimes style may need to adapt during the negotiation.
- accomodating: prioritise maintaining relationship between parties
- avoiding: remain objective and avoid creating tension
- collaborating: joint problem solving - win/win scenario
- competing: results orientated and focus on getting their own way.
- compromising: try to find a middle ground beneficial to all parties - different from win/win as seek to find resolution where all parties have given up something they want to get resolution.
Why is negotiation important?
To avoid disputes which can be lengthy, expensive and time consuming
What is principled negotiation?
Interest based approach to negotiation that focuses on conflict management and resolution.
Integrative approach to find mutually shared outcome.
Focus on fairness and mutual benefit rather than winning or losing.
What can be a barrier to negotiating effectively?
Failing to listen
Not having full instructions / other party not being authorised to reach agreement
What would be a good way to facilitate negotiations in your role?
Depends on circumstance, but far better for project success to avoid conflict
Why do you consider that discussing matters in person might be effective?
When in person can pick up on non verbal communication
What are the alternatives to discussing matters in person?
Zoom or teams meeting
Telephone call
Email or letter
Why can the alternatives to discussing matters in person present challenges?
Non-verbal communication in person - may be possible to pick up that other party is not agreement or does not understand, gives them chance to ask questions etc
Tell me about how you communicate effectively (and responsibly) using social media?
What RICS guidance is best practice set out within?
How do you use visual media to communicate with clients eg before and after photographs
How do communications differ for clients and third parties?
How do you identify relevant third parties?
When are telephone calls the most appropriate form of communication?
When are emails the most appropriate form of communication?
When are face to face meetings the most appropriate form of communication?
How do you ensure understanding of a non-construction professional in your communications?
What actions can be taken to prepare for a successful negotiation?
What is the role of client in a negotiation?
