201-PT – Revision 1 – 05.30.06.INT
description
Transcript of 201-PT – Revision 1 – 05.30.06.INT
1
Welcome to the International Right of Way
Association’s
Course 201Communications in
Real Estate Acquisition
201-PT – Revision 1 – 05.30.06.INT
2
IntroductionsWho we are…What we do…
Where we do it…
How long we’ve been doing it…
Our goals for the course...
3
Objectives At the conclusion of the three days,
you will be able to...
• Discuss and apply effective communication skills in the context of right of way acquisition.
• Develop an understanding of and learn more about specific skills related to the applicationof communication techniques and principles.
• Experiment with the application of the communication skills, principles and techniques learned.
4
Housekeeping
5
ScheduleDay One (1)
8:00 - 8:30 Introductions, Etc.
8:30 - 9:15 Focus on Learning
9:15 - 10:15 Negotiation Types
10:30 - 11:45 Communication
12:45 - 3:00 Human Factors
3:15 - 4:15 Motivation
4:15 - 4:30 Introduction to Simulations
6
ScheduleDay Two (2)
8:00 - 8:30 Recap
8:30 - 9:30 The Funnel Technique
9:30 - 10:40 Acquisition Simulation
10:55 - 12:00 Meaning …
1:00 - 2:00 Acquisition Simulation
2:15 - 4:30 Listening and Questioning
7
ScheduleDay Three (3)
8:00 - 8:30 Recap
8:30 - 9:30 Acquisition Simulation
9:30 - 10:30 Acquisition Simulation
10:45 - 11:45 Acquisition Simulation
1:00 - 2:00 Acquisition Simulation
2:00 - 2:45 Summary and Review
3:00 - 4:30 Exam
8
Basic Course Concept
The more skillful an acquisitionspecialist is in communications, the more effective the agent will be in
acquiring rights of way.
9
Negotiation
… the process by which twoor more people resolve differences to
reach a mutually acceptable agreement.
10
Types of Negotiations
Integrative
Bargaining
Attitudinal
Intra-agency
11
Integrative
“Win-Win”
Mutually beneficial outcomes
Inquiry
Collaborative
12
Bargaining
“Win-Lose”
“Zero-Sum”
Advocates positions
Compromise
13
Bargaining “Tips”(1)
Separate people from problems
Question tactics not character
Avoid being diverted
Focus on interests
14
Bargaining “Tips”(2)
Invent options for mutual gain
Brainstorm
Objective criteria
Propose standards
Distance between positions
15
Integrative v. Bargaining
Integrative Bargaining
Inquiry Advocacy
Mutual Interests Individual Positions
Collaborative Competitive
Win-Win Win-Lose
Acceptance Agreement
Open Communications Restrictive Communications
16
Attitudinal
Trust
Common ground
Shared frame of reference
17
Attitudinal “Tips”
Foster communication
Focus
Spend time…
Set the stage
Build rapport
Be ready
18
Intra-agency
Intra-organization
19
A process of sending
and
receiving symbols
Communication
20
Communication Model
Message Send
Inte
rfer
ence
Received
Encoded
Decoded
Transmitted
21
• Frames of reference• Mental set• Technical terms and shared codes• Rapport • Empathy
Concepts (1)
22
• Trust
• Non-verbal communication
• Visual aids
• Communication climate
• Preparation
• Ethics
Concepts (2)
23
Maslow
24
• All people are motivated• People do things for their
own reasons• One person cannot motivate
another person
What we need to do...• Create self motivating environments,
develop congruency
A View Point
25
Day One Recap
• Discussed effective communication skills in the context of right of way acquisition
• Started to develop an understandingof and learn more about specific skills related to the application of communication techniques and principles
26
Day Two
• Discuss and apply effective communication skills
• Learn more about specific skills related to the application of communication techniques and principles
• Experiment with the application of the communication skills, principles, and techniques learned
27
The Funnel Technique
I. Information Getting
II. Information Giving
III. Problem Census
V. Closing
IV. Problem Solving
28
Creating Meaning
Symbols Sensing ProcessingConstructing
Images
Feeling
Hearing
Seeing
Smelling
Tasting
Past
Intuition
Senses
Pictures
Words
Pre
sent
Future
Exp
erie
nces
29
• Psychological balance
• Self-reinforcing nature of perception
• Individual bias
• Situation complexity
• Inference process
More Human Factors
30
• Assuming
• Mentally criticizing
• Getting overly “stimulated”
• Listening only for facts
• Outlining everything
Deterrents toActive Listening (1)
31
• Permitting inaudibility
• Pretending
• Avoiding technical messages
• Over-reacting
• Withdrawing
Deterrents to Active Listening (2)
32
• Be fully accessible to the sender
• Be aware of one’s feelings
• Suspend judgment
• Develop purpose and commitment to listening
• Eliminate or avoid distractions
Active Listening (1)
33
Active Listening (2)
• Wait before responding
• Develop paraphrasing skills
• Continually reflect mentally on what is being communicated
• Be ready to respond only whenthe sender is ready for comments
34
• Willingness to listen
• Help eliminate emotional blocks
• Establish an open communication climate
• Increase credibility
• Avoid condescension
• Present the right information at the right time
• Apply principles
• Feelings about self
• Belief in assertive rights
• Message perception
• Feelings about the receiver
Active Listening (3)
35
• Greater emphasis on listening ratherthan on speaking
• Responding to personal rather thanthe abstract
• Following the other person in exploration
• Clarifying
Active Listening (4)
36
Questions
Manageable Unmanageable
Primary
Probes
Completion
Clarity
Channel
Irrelevant answer
Reactive
Confrontation
Non-response
Secondary
37
Completion
Clarity
Channel
Irrelevant answer
Reactive
Confrontation
Non-responsive
Probes
38
Day Two Recap
• Discussed and applied communication skills
• Learned about specific communication techniquesand principles.
• Experimented with the application of some communication skills.
39
Day Three
Experiment some morewith the application of the
communication skills, principles and techniques learned.
40
Objectives Over the past few days, we ...
• Discussed and applied effective communication skills in the context of right of way acquisition
• Developed an understanding of and learned more about specific skills related to the application of communication techniquesand principles
• Experimented with the application of the communication skills, principles and techniques learned
41
Thank you
201-PT – Revision 1 – 05.30.06.INT