Communication and negotiation
| Question | Answer |
|---|---|
| What is Communication? | It is the information exchange between two or more participants, in order to convey or receive the intended meanings. |
| What are the main components of communication? | Context, Sender, Message, Medium, Recipient, Feedback / Response |
| What are the main types of communication? | Communication can be categorized into three basic types: (1) verbal communication, in which you listen to a person to understand their meaning; (2) written communication, in which you read their meaning; and (3) nonverbal communication, in which you observe a person and infer meaning. |
| As a Quantity Surveyor, how Communication is important to you? | Communication is important for a QS in day to day activities. For a QS, it is important to communicate to the Project team about any cost overruns. It is also important to communicate about potential variations through means of a variation notification. Communicating key commercial issues to our superiors prior to the start of any meetings. |
| As a Quantity Surveyor, how Negotiation is important to you? | QS role of negotiation is not restricted to those at tender /signing of contract stage but includes day to day negotiations as contract works proceed. Negotiations are common during variations/change orders, extension of time, disruptions, delays, other claim so on and so forth. In short our role of negotiations is continuous and stops probably once a contract close-out has been achieved. |
| What are the 7 C’s of Communication? | Seven ‘C’ in communication – 1. clear, 2. concise 3. correct 4. complete 5. courteous 6. current 7. checked |
| What is effective communication & efficient communication? | Effective means that your communication made its point, no matter how long it took you to explain. But efficient means that your communication was quick and simple, that doesn’t mean it was also “effective”. When a person uses effective communication, he or she succeeds in reaching his or her goal for communicating. (The person will really understand what / why it is). But when a person is efficient in communicating, he or she gets out the message in the shortest amount of time and with the least amount of energy. (quick action / response without understanding the basics) Efficient communication is just responding quickly and effective communication is more considered and actually reaches a satisfactory conclusion. |
| What are the features of effective communication? | clarity- easily understood. Presentation – creating a favourable impression, new information – to attract interest, drive – demanding the necessary action, tone – affecting attitudes particularly, feed back- ensuring transferring information is acheived. |
| What are the barriers to effective communication? | – Physical disabilities such as hearing problems or speech difficulties. – Physical barriers to non-verbal communication. Not being able to see the non-verbal cues, gestures, posture and general body language can make communication less effective. Phone calls, text messages and other communication methods that rely on technology are often less effective than face-to-face communication. – Language differences and the difficulty in understanding unfamiliar accents. – Expectations and prejudices which may lead to false assumptions or stereotyping. People often hear what they expect to hear rather than what is actually said and jump to incorrect conclusions. – Cultural differences. The norms of social interaction vary greatly in different cultures, as do the way in which emotions are expressed. For example, the concept of personal space varies between cultures and between different social settings. – Lack of attention, interest, distractions, or irrelevance to the receiver. – Differences in perception and viewpoint. |
| What is Negotiation? | Negotiation is a dialogue between two or more people or parties, intended to reach an understanding. Each party involved in negotiations tries to gain an advantage for themselves by the end of the process. |
| What are the stages of Negotiation process? | 1. Prepare • Preparation – Assess objectives; – Consider alternatives; – Which are fixed and which are variable? • Planning – Plan the sequence; – Raise less contentious issues first; – Assess other party’s objectives; – Identify common ground; – Anticipate responses; and – Prepare answers. 2. Discuss • Exchange messages – Set the scene; and – Develop rapport. • Introduction – Be sociable, remove tension; – Confirm broad objectives for both parties; and – Listen carefully for the unexpected. • Background – Review proceedings leading up to the meeting; and – Iron out any differences in ‘facts’ 3. Propose • Define the Issues – Specify in detail what you wish to resolve; – Don’t box in the other party; – Don’t appear weak; use positive language; – Link issues to other parties’ objectives; and – Give factual information to support proposal 4. Bargain • Negotiate the issue – Start by asking for what you want; – Accept that goals may have to be modified; – Link compromises to other objectives; and – Don’t make concessions – if … then … . • Summarise – Confirm understanding by summarising points. • Settlement – Agree on what you have agreed; and – Make sure it is fully understood by both parties |
| What are the different types of Negotiation strategies? | Competitive (Winning – Losing) Collaborating (Win – Win) Accommodating Avoiding Compromising |
| What are the outcomes of Negotiation? | 1. Win–win • Meets needs of both parties; • Decision is not unacceptable to anyone; • Requires two-way communication; • Emphasis is on flexible approach; • Concentrates on objectives; and • Long-term relationship is maintained. 2. Win–lose • Creates ‘us and them’ between both parties; • Individual’s energies are directed towards victory; • Own point of view only; • Strong emphasis on immediate solutions; • Too many personalised conflicts; and • Long-term relationship is forgotten. 3. Lose–lose • Objectives of either party are not achieved; • Disillusionment with the negotiating process; • Frustration; • Loss of respect/trust from followers; • Long-term relationships soured; and • No solutions generated. |
| What are the characteristics of a good negotiator? | 1. A good negotiator will have total familiarity of the commercial and technical aspects of the subject matter 2. A good negotiator would be well versed in the various tactics of negotiations 3. A good negotiator never shows anger or would best avoid anger 4. Should know the sentiments of people / party you are negotiating with e.g. Middle East, Japanese, etc. 5. A good negotiator keeps the problem and people separate. |
| What are the negotiation strategies? | 1. Simple negotiations on facts – e.g. if it is a price negotiation on a particular item then it would be better to have evidence in place of market prices etc or show a detailed breakdown / price structure that would convince the opposite party 2. Pressure – It is sometimes necessary to speed up the agreement process and not allowing the parties to bring in new issues or change their mind. A good negotiator should create his own pressure tactics. 3. Seeds of confusion – Create an element of surprise whereby changes are introduced without warning and the other party does not have sufficient time to fully appreciate or discuss the full consequences or merits of them with its team before proceeding with negotiations. The new offer might appear reasonable on the face of it but subsequent ramifications might be felt in other areas. Should be done ethically, and can be used as bringing something up creating a confusion and then dropping it etc 4. Stalling tactics – Take short recess saying need to go back to higher authority etc and get together with the negotiation team or superiors to evaluate the present position. 5. Togetherness – Emphasis common goal. Both parties need to maintain a spirit of reasonable cooperation 6. Last resort – threaten litigation or arbitration or say deal is off etc. This is made usually by the underdog. 7. Drag the issue – keep the party in waiting – frustrated with waiting. |
| What are the barriers to negotiation? | Die hard bargainers. lack of trust. Cultural and gender differences. Communication problems. Becoming emotional. Focussing on personalities instead of issues. Not listening. Resistance to change. Lack of information. Power imbalances. Overemphasis on Win-Lose Outcome. |
| How to overcome barriers to negotiation? | One of the foundational pillars is preparation. Knowing your product, understanding your client’s needs, and anticipating potential objections. Active listening is another ingredient of effective negotiation. It’s not just about hearing words but understanding the nuances, grasping the unspoken concerns, and deciphering the true motivations. However, the art of negotiation isn’t merely a cerebral exercise. It’s deeply human, entailing the cultivation of trust and rapport. |
| What are the types of negotiators? | 1. Soft negotiators – These people choose a gentle style of bargaining, yield to others’ demands, avoid confrontation, maintain good relations. Their perception of others is one of friendship, and their goal is agreement. 2. Hard negotiators – These people use contentious strategies to influence, utilizing phrases such as “this is my final offer” and “take it or leave it.”, make threats, are distrustful of others, insist on their position, and apply pressure to negotiate. 3. Principled – They focus on the problem rather than the intentions, motives, and needs of the people involved. They separate the people from the problem, avoid bottom lines, and reach results based on standards. They base their choices on objective criteria rather than power, pressure, self-interest, or an arbitrary decisional procedure. These criteria come from moral standards, principles of fairness, professional standards, tradition, and so on. |
| What is meant by new E = MC2 in business? | E – Efficiency, M – Motivation, C2 – Two way empathic communication |
| What are the main elements of successful interviewing? | (5 “P” ) Purpose, Preparation, Planning, Practice, Performance |
| If you chair a meeting, how do you make it effective? | Set an agenda, do prepare for it, communicate with all, be punctual for the meeting, take minutes of meeting, give chance to every one to speak, understand body language, voice control. |
| What are the advantages of having meeting rather than reports or letter? | meeting will not have disadvantages of communication barriers such as – distort the message, prevent it from going through, slow it down. Letters may not be understood. But in meetings you will be able to convince. |
| Which forms of communication are you aware of? | The different forms of communication I am aware of include verbal either in person or via telephone, non-verbal such as body language, eye contact, gestures and appearance, written for example e-mails and letters and graphical information such as charts, diagrams and tables. |
| Can you please explain some of the barriers to effective communication? | The different barriers to effective communication can include:- Verbal mono tone delivery. 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. Prejudice. Bias. Interruptions and distractions. Background noise pollution. Poor call quality. Poorly maintained and adversarial relationships. |
| Please explain to me your approach when negotiating in challenging circumstances? | In the first instance I undertake detailed research on the matters under consideration and form an opinion. I will then look to compile supporting documentation as substantiation to any claims. Following these initial steps I arrange an internal meeting with the client and project team to discuss negotiable items which can be conceded in addition to the non-negotiable items. If needed I will prepare a SWOT analysis to support decision making. During negotiations I try to develop a partnering approach rather than an adversarial one. My attitude and ethos is that the project must be the winner not individuals. |
| What makes a successful negotiation? | Preparation and collating supporting documentation. Each party should be provided an opportunity to present their case in a calm forum leading to an identification of bargaining positions and politely making proposals. Following the meeting, a swift confirmation should be issued in writing to confirm what was agreed at the meeting and to confirm which items are still outstanding agreement. A confirmation of next steps can also be issued to facilitate bringing the negotiations to a close. |
| What are the key steps when preparing for a negotiation? | The key steps I have undertaken previously have included:- Claim notification – Where the heads of claim are notified to the parties involved with notification on what claim items are being sought with general setting of the scene prior to the meeting. Internal research and preparation – Where both parties undertake research and planning with initial responses being issued. Concession items and non negotiable items are usually identified internally within each team with planning of strategy & role’s being allocated prior to the meeting. Organisation of the meeting – The time and venue for the negotiation meeting will be arranged followed by the actual meeting itself. |
| What happens during a negotiation meeting? | Both parties should be allowed to discuss their position on the claim items being discussed and their reasoning for their position. All parties should look to maintain their professionalism, remain calm and act with respect and courtesy at all times. The meeting should take place ideally in a calm setting. Both parties should honor the agreements reached for the benefit of the project. Once the negotiation items are agreed they should be put in writing as soon as possible. |
| Please provide an example of when you had to handle difficult negotiations. | This will be specific to your own experience |
| Please provide an example of your oral communication skills. | This will be specific to your own experience. I have held site meetings with the Consultant/contractor to discuss various issues and presented monthly reports within the meeting. I also use my oral communication and written communication skills when dealing with day-to-day issues on the phone, within meetings and on video calls. |
| What are your thoughts on using e-mail as a form of communication? | E-mails carry the same legal value as a letter and contracts can be inadvertently created by e-mail. We must therefore be very careful with regards to the content and form of the e-mail communication. When issuing e-mails it is easy to become complacent as they are perceived as being informal. I am always sure to communicate in a professional manner even if other parties do not. I always make sure that I select the correct recipient and do not release someone’s e-mail addresses without their consent. |
| What factors can contribute to workplace conflicts? | In my experience workplace conflicts can be created through a range of factors including poor communication, misunderstandings, conflicting priorities, personality clashes, different working styles, language barriers, lack of clarity in job roles, competition for promotions and unclear or unfair company policies. |
| How would you handle a disagreement with a colleague? | I would aim to listen actively in order to understand the other persons perspective whilst remaining calm and professional and trying to avoid reacting emotionally. I would seek to find common ground and focus on solutions rather than apportioning blame. I would also use evidence or documentation to support my position and finally look to involve a mediator or supervisor if needed. |
| What strategies do you use to ensure clear and effective written communication? | I aim to use clear and concise language to avoid misunderstandings. I structure emails, letters and presentations in a structured and logical manner with clear headings and bullet points. I am always sure to proof read my work in order to eliminate spelling and grammatical errors. I try to ensure that e-mails and written reports are well formatted with a clear font to support their readability. |
| What are the key elements of active listening? | 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. |
| How do you handle miscommunication in a professional setting? | I would identify the root cause of the miscommunication, clarify any misunderstandings with the involved parties, use written follow-ups to document key agreements and avoid further confusion, encourage open and transparent communication, implement measures to prevent future miscommunication such as structured meetings and clear documentation. |
| What is the difference between effective communication and efficient communication? | Effective communication is defined as a message (non-verbal or verbal, or both) being delivered to a person or group, with the desired result of the message being successfully achieved. Efficient communication is the ability to deliver a clear message in the shortest amount of time. |
| When would you prefer Efficient Communication? | When a message needs to be delivered quickly. |
| How do you avoid conflicts through your communication? | 1: Always treat people with equality and respect 2: Seriously consider and respect others’ views 3: If you disagree with someone, say so and explain why 4: Make sure you are on the same page 5: Apologize when you do something wrong 6: Engage in an honest nonconfrontational dialogue |
| What is Tacit knowledge? | Tacit knowledge or implicit knowledge refers to the knowledge, skills, and abilities an individual gains through experience that is often difficult to put into words or otherwise communicate. Tacit knowledge is sometimes known by a few alternate terms, such as: Experiential knowledge. |
| What is the purpose of dashboard in the presentation? | A dashboard is intended to convey different, but related information in an easy-to-digest form. And oftentimes, this includes things like key performance indicators (KPI)s or other important business metrics that stakeholders need to see and understand at a glance. |
| What is a Win-Win situation in Negotiation? | The goal of a win-win, or integrative, negotiation is a mutually acceptable deal or contract that benefits all parties involved. During win-win negotiations, all parties agree to collaborate for the benefit of individuals and the group. Cooperation and compromise are critical components of any win-win strategy. |
| What are the different types of Negotiators? | 1. The Competitor – For them, negotiation is a high-stakes game where only the strong survive. 2. The Collaborator – Collaborators are the architects of mutual gains scenarios. They approach negotiations with a creative mindset, always seeking to expand the pie rather than simply dividing it. They are relationship builders at heart. 3. The Strategist – Strategists are the grandmasters of the negotiation chessboard. They approach each negotiation with precision and foresight, conducting thorough research long before they ever get to the negotiating table. 4. The Innovator – Innovators are the entrepreneurs of the negotiation world. They adapt their approach to suit any environment. They view each negotiation as a blank canvas, ready to be painted with a palette of creative solutions. 5. The Problem Solver – Problem Solvers are focused, efficient, and always ready with a practical solution. They approach each negotiation like a puzzle to be solved, quickly identifying core issues and crafting workable solutions. |
| What are the negotiation styles? | 1. Compete (I Win- You Lose) 2. Accommodate (I Lose – You Win) 3. Avoid (I Lose – You Lose) 4. Compromise (I Lose / Win Some – You Lose / Win Some) 5. Collaborate (I Win – You Win) |
| What is BATNA? | BATNA is an acronym that stands for Best Alternative To a Negotiated Agreement. It is defined as the most advantageous alternative that a negotiating party can take if negotiations fail and an agreement cannot be made. In other words, a party’s BATNA is what a party’s alternative is if negotiations are unsuccessful. |
| What is WATNA? | WATNA is an acronym for the “worst alternative to a negotiated agreement”. It describes the worst result a party could achieve if the negotiation process failed. |
| What are the stages of Communication? | idea formation, encoding, channel selection, decoding, and feedback. |
| What is a Communication protocol? | The Communication Protocol outlines the types of information to be communicated to the. organization, as well as identifying the person(s) responsible for communicating particular topics. In addition, the audience, frequency, and suggested communication vehicles are also outlined. |
| What Communication skills required for Chartered Surveyor? | Good listening skills, understanding other persons message, speaking, empathising |
| What are the types of Knowledge? | Explicit knowledge is knowledge that is straightforwardly expressed and shared between people. Tacit knowledge or implicit knowledge is knowledge that is gained through experience, it is difficult to extract or articulate—as opposed to conceptualized, formalized, codified, or explicit knowledge—and is therefore more difficult to convey to others through verbalization or writing. |
