During this post we’ll run through some practice questions and answers focussing on the Communication & Negotiation competency which is applicable to all pathways of the APC and is required up to Level 2. This means that candidates must demonstrate their basic understanding of professional etiquette when issuing e-mails and written reports and could also include experience such as negotiating a final account or providing a presentation. From my experience of helping colleagues pass their APC over the last 9 years, I compiled the following Q&A practice based on past interviews and really hope this helps candidates feel better prepared for their final assessment interview.
The following Questions & Answers are focussed on the Communication & Negotiation Competency
Question) Which forms of communication are you aware of?
Answer) 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.
Question) Can you please explain some of the barriers to effective communication?
Answer) 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.
Question) Please explain to me your approach when negotiating in challenging circumstances?
Answer) 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.
Question) What makes a successful negotiation?
Answer) 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.
Question) What are the key steps when preparing for a negotiation?
Answer) 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.
Question) What happens during a negotiation meeting?
Answer) 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.
Question) Please provide an example of when you had to handle difficult negotiations.
Answer) This will be specific to your own experience, as an example on the Birmingham Brindley Place project, a design item contained within a tender pack was not priced by the contractor. During the works, this became apparent as a missed item by the contractor but was not clearly referenced within the design information. The Contractor claimed 100% for the costs for work. I negotiated a 50/50 cost split as the contractor should have priced the design item however this should have been more clearly identified within the design pack. Rather than expending time calculating the difference we reached a common ground to maintain relationships.
Question) Please provide an example of your oral communication skills.
Answer) I have been responsible for providing a number of professional presentations. I have held site meetings with the 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.
Question) What are your thoughts on using e-mail as a form of communication?
Answer) 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.
Question) What factors can contribute to workplace conflicts?
Answer) 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.
Question) How would you handle a disagreement with a colleague?
Answer) 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.
Question) What strategies do you use to ensure clear and effective written communication?
Answer) 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 always communicate verbally using a professional and respectful tone. I try to ensure that e-mails and written reports are well formatted with a clear font to support their readability.
Question) What are the key elements of active listening?
Answer) 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) How do you handle miscommunication in a professional setting?
Answer) 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.
Communication & Negotiation Questions & Answers PDF
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RICS APC Q&A STUDY GUIDES
