Client care, communication, negotiation, conflict avoidance

What does client care mean?

• Communicating clearly

• Managing expectations

• Being transparent about fees and scope from the outset

• Acting in clients' best interests

• Staying fully informed before advising

• Referring elsewhere where a matter falls outside my expertise

What are terms of engagement needed for?

• Definition of scope

• Setting expectations

• Fees

• Timescales

• Limiting liability

• Avoiding disputes

• Compliance with RICS professional requirements and standards

• Dealing with complaints

• Confirmation of insurance

What are the five stages of negotiation?

• Preparation

• Discussion

• Proposal

• Bargaining

• Ratification (giving formal legal consent to make a document, treaty or contract valid)

What are five examples of good negotiation skills?

• Agreeing client objectives before beginning negotiation

• Detailed research and preparation

• Understanding the other party's position

• Considering method of communication

• Knowing when to walk away

How do you minimise conflict risk?

By acting with honesty, integrity and transparency

What are the RICS requirements with regards to complaints procedures?

RICS regulated firms must have a complaints procedure with an approved ADR provider - currently CEDR (centre for effective dispute resolution) by default, or TPO (temporary protective order)/PRS (property redress scheme) for residential work

What are the considerations for dispute resolution?

• Cost

• Access

• Confidentiality

• Speed

What separates litigation and Alternative Dispute Resolutions (ADRs) and what are the advantages of an ADR?

• Litigation uses the civil legal system to resolve a dispute

• Alternative Dispute Resolutions (ADRs) fall outside the scope of court litigation

• Advantages of ADRs:

  • Speed

  • Cost

  • Confidentiality

  • Opportunity for negotiation

Which statute does an arbitrator act in accordance with to decide a dispute?

Arbitration Act 1996, amended 2025

What is mediation?

Mediation involves the use of an intermediary to explore whether a solution can be found, but the mediator has no decision-making authority

Within disputes, what are the two roles a surveyor can take?

A surveyor can act as an expert witness or an advocate (represents client)