1 Welcome to the International Right of Way Association’s Course 201 Communications in Real Estate Acquisition 201-PT – Revision 1 – INT

2 Introductions Who 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 application of communication techniques and principles. Experiment with the application of the communication skills, principles and techniques learned.

4 Housekeeping

5 Schedule Day One (1) 8:00 - 8:30Introductions, Etc. 8:30 - 9:15Focus on Learning 9: :15Negotiation Types 10: :45Communication 12:45 - 3:00Human Factors 3:15 - 4:15Motivation 4:15 - 4:30Introduction to Simulations

6 Schedule Day Two (2) 8:00 - 8:30Recap 8:30 - 9:30The Funnel Technique 9: :40Acquisition Simulation 10: :00Meaning … 1:00 - 2:00Acquisition Simulation 2:15 - 4:30Listening and Questioning

7 Schedule Day Three (3) 8:00 - 8:30Recap 8:30 - 9:30Acquisition Simulation 9: :30Acquisition Simulation 10: :45Acquisition Simulation 1:00 - 2:00Acquisition Simulation 2:00 - 2:45Summary and Review 3:00 - 4:30Exam

8 Basic Course Concept The more skillful an acquisition specialist is in communications, the more effective the agent will be in acquiring rights of way.

9 Negotiation … the process by which two or 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 IntegrativeBargaining InquiryAdvocacy Mutual InterestsIndividual Positions CollaborativeCompetitive Win-WinWin-Lose AcceptanceAgreement Open CommunicationsRestrictive 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 MessageSend Interference 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 understanding of 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 Processing Constructing Images Feeling Hearing Seeing Smelling Tasting Past Intuition Senses Pictures Words Present Future Experiences

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 to Active 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 when the 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 rather than on speaking Responding to personal rather than the 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 techniques and principles. Experimented with the application of some communication skills.

39 Day Three Experiment some more with 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 techniques and principles Experimented with the application of the communication skills, principles and techniques learned

41 Thank you 201-PT – Revision 1 – INT