Communication & Negotiation

Question 1

Define communication.

Answer 1

• The imparting or exchanging of information

Question 2

What are the different ways to communicate?

Answer 2

• Oral communication
• Written / graphical communication

Question 3

Give some examples of oral communication

Answer 3

• Phone calls
• Reporting at meetings
• Chairing meetings
• Presentations
• Contractor interviews
• Listening skills

Question 4

Give some examples of written communication.

Answer 4

• Letters
• Business memos
• Emails
• Written reports
• Using drawn information

Question 5

What are the advantages of written communication?

Answer 5

• Creates a record / audit trail
• Good way to formalise verbal agreements
• Information can be circulated to several parties simultaneously and quickly

Question 6

What are the disadvantages of written communication?

Answer 6

• May be unclear if the recipient has received the message
• Language / tone / terminology may not be familiar or acceptable to the recipient
• Much more difficult to ask questions / to ask someone to clarify information
• You will not always know the recipient has understood the message

Question 7

How do you communicate successfully over the phone?

Answer 7

• Be prepared, note the points you wish to cover
• Be explicit about the reasons for the call
• listen carefully to responses
• Take notes, recording the date and time
• Always return calls as soon as possible

Question 8

How do you successfully report at meetings?

Answer 8

• Prepare thoroughly
• Be accurate, never guess and be honest if information is not available
• Know your facts
• Distribute copies of your submission to others at the meeting
• Maintain eye contact
• Be brief and to the point
• Know your strengths and weaknesses, anticipate possible critique and prepare your responses

Question 9

What are the benefits of meetings?

Answer 9

• Provide a collective for decision making, planning and follow-up, accountability and democracy
• Are an organising tool

Question 10

How should you chair / facilitate a meeting?

Answer 10

• Distribute an agenda
• Open the meeting with taking attendees and introducing names of those including their position and title
• Explain the purpose
• Give apologies
• Make sure minutes of previous meeting are circulated
• record actions and summaries of discussions and decisions made
• issue meeting minutes

Question 11

What are presentations?

Answer 11

• A means of communicating which can be adapted to various speaking situations

Question 12

How do you ensure a presentation is successful?

Answer 12

• Consider your audience and the most appropriate presentation method
• Preparation is key
• Set out presentation in logical sequence
• Ensure your key points you want to get across are clearly defined
• Face and speak to audience, not screen
• Do not block screen, stand to the side

Question 13

How do you demonstrate good listening skills?

Answer 13

• Face speaker and maintain eye contact
• Keep an open mind
• Don’t interrupt, wait for speaker to pause before asking
• Ask questions to ensure your understanding

Question 14

What is meant by body language?

Answer 14

• Conscious or un-conscious movements and postures by which attitudes and feeling are communicated

Question 15

What are the types of body language and what do they mean?

Answer 15

• Passive - defeated, over-apologetic, understanding, no eye contact
• Assertive - relaxed and balanced, firm but friendly, maintaining a comfortable distance
• Aggressive - tense, invading space, loud, clenched fists

Question 16

How do you ensure successful communication via email?

Answer 16

• check you are sending your email to the correct person
• read emails twice before sending
• they are legal documents in the event of a dispute, so treat them like that
• check for spelling mistakes and grammatical errors

Question 17

What should be included within a professional report?

Answer 17

• title page
• executive summary
• table of contents

Question 18

What is effective and efficient communication?

Answer 18

• Effective - to accomplish a purpose; producing the intended or expected result
• Efficient - information presented in a clear and concise manner

Question 19

What are the barriers to communication?

Answer 19

• Difference between verbal and non-verbal - your body language does not reflect what you are saying and visa versa
• Individual perceptions
• Body language can distract people meaning they miss vital parts of what you are saying
• Language or cultural differences
• Different time zones and locations

Question 20

Define a negotiation.

Answer 20

• Discussions to reach a compromise or agreement

Question 21

What are the key things to consider before entering a negotiation?

Answer 21

• Establishing authority
• Establishing objectives
• Determining alternatives to my ideal result
• Analysing strengths and weaknesses
• Knowing my facts
• Knowing who I am negotiating with
• Setting a strategy

Question 22

What do you need to consider in setting a negotiation strategy?

Answer 22

• BATNA (best alternative to a negotiated agreement) - most advantageous course of action a party can take if the negotiations aren’t going where you want
• Be prepared to concede
• Demonstrate active listening
• Be clear to avoid misunderstandings
• Collaborate
• Act decisively, agree to a compromise quickly and avoid stalemate
• Think of your tactics

Question 23

Give an example of a negotiating tactic?

Answer 23

• discuss the easy stuff first and give way on smaller stuff to create a feeling from the other party that you are prepared to be fair and concede
• then move onto the harder stuff and refuse to concede so the party feels as though they cant obstruct as they will be seen as unfair

Question 24

What are the barriers to negotiation?

Answer 24

• Lack of trust
• Information vacuums
• Cultural differences
• Lack of emotional intelligence
• Communication problems

Question 25

When is communication successful?

Answer 25

- This occurs when the received meaning is the same as the transmitted meaning

Question 26

What language should be used when communicating?

Answer 26

- Neutral - Clear - Objective - Avoid unnecessary emotive terms

Question 27

What are some communication standards that organisations might hold?

Answer 27

- Email signatures - Templates with letter heads

Question 28

What does procurement report include?

Answer 28

- Orders placed in the month - Buying gains - Packages of works that are being targeted

Question 29

What does a progress report include?

Answer 29

- Health and safety reporting - Progress and programme (Design and construction activity) - Record of delays - Financial report - Procurement report - Collateral warranty tracker - Outstanding RFIs - Outstanding CVIs - Formal inspections - Quality , inspection and handover - Labour report - KPIs - Customer Care

Question 30

What does the CVR report include?

Answer 30

- Current job position and forecast - LAD exposure - Contract variations - Prelim overview - Labour overview - Material overview - Subcontract overview - Fee overview - Contribution Action Plan – RISK

Question 31

What does an early delay warning include?

Answer 31

- Nature of delay - Reason why - Predicted impact on programme

Question 32

What does a written notice of delay include?

Answer 32

- Nature of delay - Clause referred to - Impact of the delay on programme - Mitigation efforts

Question 33

What did your written invitation to tender include?

Answer 33

- Important project information - Specified package of works - Return date - Tender recipients - Supply and fix or labour only - Proposed contract information - Payment terms - List of numbered documents - Estimated commencement - Estimated duration - Retention - Required insurances

Question 34

What attendences were discussed in pre let meetings?

Answer 34

- Materials - Labour - Plant - Facilities - Works - Services