Definition

In an APC context, good communication means the accurate, clear and timely transmission of information, advice and decisions in a format that enables the recipient to understand and act on what they receive. The RICS Rules of Conduct require members to provide competent service (Rule 3) and to act with honesty and integrity (Rule 1), both of which depend on effective communication. Poor communication is consistently identified as a primary driver of client dissatisfaction and formal complaint.

Why this matters for Communication and Negotiation

  • Communication and Negotiation is a mandatory competency because good communication underpins every other competency: technical expertise is only valuable if it can be conveyed effectively.
  • At Level 2, assessors expect evidence that you have applied good communication principles on real instructions, not merely that you understand the theory.
  • The consequences of poor professional communication range from client complaint and contractual dispute through to professional indemnity claims and RICS disciplinary action.
  • The RICS requires written communications to be accurate, unambiguous and properly retained as part of the professional record.

Key principles

Clarity: say what you mean, mean what you say

Professional communication should be clear and unambiguous. Jargon is appropriate with technical peers but must be defined for lay clients. The test for clarity is whether the recipient can understand and act without asking for further explanation.

Accuracy: do not communicate what you have not verified

Do not state as fact what you have not verified. Where a figure is an estimate, label it as such with the basis explained. Where a technical or legal position is uncertain, communicate the uncertainty rather than absorbing it into a confident statement. Rule 1 of the RICS Rules of Conduct makes accuracy a regulatory obligation.

Timeliness: communicate before decisions are made on false assumptions

Late communication is as damaging as inaccurate communication. Contractual time limits (JCT notices, Landlord and Tenant Act 1954 counter-notices) are often strict; missing a deadline because a query was delayed can cause irreversible prejudice. Acknowledging receipt and confirming when a full response will follow is itself a form of timely communication.

Written versus verbal communication

Verbal communication is faster but not self-evidencing. Important advice, agreed positions and instructions must be confirmed in writing. Following up a telephone call with an email confirming "As discussed, I confirm that..." is not mere formality: it creates the professional record and reduces the risk of later dispute.

Relevant RICS guidance and legislation

  • RICS Rules of Conduct (effective 2 February 2022) — Rule 1 (Honesty and Integrity) requires communications to be accurate and not misleading; Rule 3 (Service) requires communications to genuinely serve the client.
  • Limitation Act 1980 — professional communications may be relied on as evidence within the limitation period; adequate records are therefore a professional protection as well as a service standard.
  • Equality Act 2010 — communication must be accessible; reasonable adjustments may include adapting format or language for clients or colleagues with disabilities.

Ethics and Rules of Conduct angle

Rule 1 (Honesty and Integrity) requires every professional communication to be accurate and not designed to mislead, including the choice of words, the selection of evidence presented, and the management of uncertainty. Rule 3 (Service) further requires that communication serves the client's genuine interests. A surveyor who communicates in jargon that lay clients cannot understand, or who delays communicating bad news to avoid a difficult conversation, fails both rules simultaneously.

APC-style Q&As

Q (Level 1)What are the four key qualities of good professional communication?

Clarity (the communication can be understood without requiring further explanation), accuracy (facts and figures are correct and estimates are labelled as such), timeliness (the communication reaches the recipient in time to act on it) and audience-appropriateness (format, language and detail match the needs of the recipient). Good professional communication requires all four qualities simultaneously.

Q (Level 1)Why is it important to confirm verbal advice in writing?

Verbal communication is not self-evidencing: if a dispute arises, there is no independent record. Confirming advice in writing protects both the surveyor and the client, reduces misunderstanding and satisfies the file-keeping requirements implicit in Rule 3 of the RICS Rules of Conduct.

Q (Level 2)A client tells you by telephone that they want to proceed with an acquisition. How do you manage the communication following the call?

(example) Immediately after the call I send an email confirming the instruction: "Following our call today, I confirm that you have instructed me to proceed with the acquisition of [property] on the terms discussed. I will now [next steps]. Please confirm this reflects your understanding." This creates a written record, confirms next steps and gives the client an opportunity to correct any misunderstanding. I file the email and the client's confirmation in the matter file.

Q (Level 2)You have drafted a letter advising a lay client on a complex dilapidations matter. How do you check it achieves good communication?

I apply three tests: clarity (could the client, with no surveying background, understand what the claim is and what they need to do?), accuracy (is every figure sourced and checked, and are estimates labelled?), and sufficiency (does the letter contain everything needed to make an informed decision, including material risks?). If any test fails, I revise before sending. A second pair of eyes from a colleague is useful for the clarity test, as the drafter is often too close to the content to spot jargon.

Q (Level 3)You discover that an email you sent last week contained an error in a key figure that led the client to make a financial decision on an incorrect basis. What do you do?

Act immediately. Telephone the client to inform them of the error before they take further action. Follow up in writing the same day, identifying the error clearly, providing the correct figure and explaining the implications. Advise on any available mitigating action and notify the firm's professional indemnity insurer if there is a real risk of financial loss. Document all steps. Do not delay disclosure: the earlier the error is reported, the more mitigating action is possible and the more clearly it demonstrates compliance with Rule 1 of the RICS Rules of Conduct.