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Communication & Negotiation Level 1 - Coggle Diagram
Communication & Negotiation Level 1
Communication
Definition
- The imparting or exchanging of information by speaking, writing, or using some other medium
Different ways to communicate
Oral Communication
Phone calls
Reporting at meetings
Facilitating/chairing meetings
Client presentations
Staff presentations
Contractor interviews
Public speaking at seminars etc.
Listening skills
Written/Graphical communication
Letters, memos and emails
Written reports
Compiling tender and contract documents
Programming
Drawings and specifications
Advantages
1) Complex/technical information can be communicated with drawings, diagrams, charts, etc
2) Creates a record of the communication
3) Good way to formalise verbal agreements
4) Information can be circulated to multiple parties, very quickly
Disadvantages
1) It may be unclear if the recipient has received the message i.e. letter could be lost in the post
2) Language/tone might not be familiar or acceptable to the recipient
3) It is much harder to ask questions and for someone to clarify the communication
4) You will not know if the recipient has understood the message
Example of good written communication
1) The message is short and concise
2) Clear and easy to read/understand
3) Well-structured with intro, substance and then conclusion
4) Use of charts/diagrams/pictures to enhance meaning
5) The recipient understands the message without ambiguity
If you chair a meeting, how do you make it effective?
1) Set an agenda and keep the meeting on track
2) Prepare for it in advance, have documents, information and visuals ready
3) Be punctual for the meeting
4) Take minutes
5) Give everyone the opportunity to speak and contribute
6) Understand body language
Difference between effective and efficient communication
1) Efficient communication - Information presented in a clear and concise manner, reducing effort and waste
2) Effective communication - to accomplish a purpose; producing the intended or expected result
What are the barriers to communication?
1) Difference between verbal and non-verbal - you say something, but your body language does not give off the same signals
2) Individual perceptions
3) Body language can distract people meaning they miss vital parts of what you are saying
Definition
-Non-verbal communication that can often have hidden messages. It is usually the body doing the talking; for example, crossing your arms when talking can project a defensive or reluctant message
Types of body language
1)
Passive
- Defeated, over-apologetic, understanding, no eye contact
2)
Assertive
- Relaxed and balanced, firm but friendly, maintaining a comfortable distance
3)
Aggressive
- Tense, invading space, loud, clenched fist
4) Language or cultural differences
5) Different time zones or locations
Give me an example of an appropriate communication plan with a client?
Really should be a combination of everything. Important client meetings face to face. Regular catch ups could be by phone and minuted. Generally, conversation, day to day by email and phone.
Example Project Comms;
Once a month - progress meetings face to face or dial in
Once every 2 weeks - conference call catch up that's minuted.
Once a month - financial report to client
Day to day - phone calls and emails
Issuing important docs (instructions, valuations) email
Negotiation
Definition
- Discussions to reach a compromise or agreement. Parties through an informal or facilitated negotiation process agree to settle the dispute either at high level or in detail
What could indicate the success of a negotiation on a final account?
Both parties come away happy, costs agreed and within the client's budget
Entering Negotiation
Key things to think about before entering a negotiation
2) My and the client's red lines
3) Do I have sufficient facts and information
4) The character of the person I'm negotiating with
5) What I want the outcome to be
6) Areas where I'm willing to compromise
7) The structure of the negotiation
1) To what level i'm authorised to negotiate e.g. up to £250k
Key elements of negotiation
1) Strategy
2) Objectives
3) Authority
What makes a successful negotiation?
Preparation
Each party gets to present their case
Identify bargaining arena and make proposals
Bargain on concessions and compensation to reach final proposal
Agree and confirm the deal; confirm who does what
You will need to prepare the evidence in advance of the meeting
Understand the various approaches to negotiations
Knowledge of where and how parameters are set
A knowledge of what each side wishes to get from the negotiations and any future relationships etc
Types of outcomes
Win-Win
Lose-Lose
Win-Lose
Lose-Win
5 stages of negotiation
Why negotiate?
What is negotiable?
What I aim to achieve?
What does the other party want?
Rationale for negotiation?
What is power in a negotiation?
Power enables you to exert more influence over the outcome of the negotiation. Power is derived from:
1) Your position in society/youre organisation
2) Your expertise or knowledge
3) Your charisma
4) Having a number of alternatives up your sleeve
5) Rallying the support of others
6) Something you can offer that no one else can
7) Using the past to dictate the future
What is your negotiating style?
It largely depends on the situation, if there is a strong case for the client then I would aim to get the best deal; however, I aim to be collaborative and endeavor to find a resolution
When faced with a challenging negotiation, how do you conduct yourself in a fair and professional manner?
1) I always stay objective and enter the negotiation with the mindset of finding a resolution
2) I carry out my work ethically and to the required standards
3) I am always respectful to the other side and endeavour to understand their position
Give an example of when you successfully negotiated?
1) I successfully negotiated to the final account on Cobalt. I did this by assessing my position on the account and issuing comments to the contractor in the first instance
2) This formed the basis of discussions with the contractor, both presented our commercial position in a meeting and agreed to settle at a certain figure that was palatable to both parties
3) I formed a good working relationship with the contractor throughout the project, we were able to communicate clearly and respectfully with each other which aided the success of the negotiation
Main barriers in negotiation
1) Lack of trust
2) Information Vacuums - Not enough information around a subject
3) Cultural difference
4) Lack of emotional intelligence
5) Communication problems
What is 'without prejudice' offer?
In general, a party's admission to something can be used against them in court. The without prejudice rule means that statement which are made in a genuine attempt to settle a dispute cannot be used in court as evidence of admissions against the party that made them
Open and closed questioning
Close-ended questions are those which can be answered by a simple "yes" or "no", while open ended questions are those which require more thought and more than a simple one word answer