communication practices

Define communications in one sentence.

Communication is the transfer of information and comprehension through the use of common symbols.

Which components are required by most Standards?

Descriptions, Conditions, Implications unless they are obvious, and Recommended actions.

List 10 thoughts or feelings clients typically have during a home inspection.

1. is this home a money pit? 2. clients want positive reinforcement 3. clients are looking for a leverage to get out of a deal. 4. clients are looking for leverage to renegotiate a deal 5. the husband and wife feel differently about the home 6. real estate agents insist on an inspection to minimize their liability 7. the lender may insist on the inspection to protect their interests 8. the mortgae insurer may insist on the inspection to protect their interests 9. the clients employer is paying for the inspection

list 4 services that inspectors are not required to offer

1. perform any act or service contrary to law or to government regulations 2. perform architectural, engineering, contracting or surveying services to confirm or to evaluate such services performed by others 3. perform work in any trade or any professional services other than home inspection 4. warranties and guarantees

describe in one sentence what home inspections are intended to provide for clients

provide the client with information regarding the condition of the systems and components of the home inspected at the time of the home inspection

Describe in one sentence how a home inspector should dress.

should be compatible enough to allow you to do your work and reflect your client's expectations of an inspector.

List three general types of report formats

1. Checklist 2. Narrative 3. Combination

Indicate the average duration of a home inspection.

2.5-3 hrs

Describe in one sentence the difference between a home inspection and an appraisal.

A home inspection determines physical condition and an appraisal determines market value

Describe in one sentence a typical home inspector's vehicle.

A home inspector 's vehicle should be presentable and not particularly notable.

In one sentence, what is the mimic technique?

Adopting the other person's speech pattern or body language.

list 4 components of written reports.

-Things unsafe, inoperative or near the end of their lives -The implications of the deficiencies -The recommendations -What things were not inspected and why

Describe in one sentence each how you would handle each of the following situations: 1) The utilities are off. 2) The client doesn't show up. 3) The agent doesn't show up. 4) The client and agent cannot attend. 5) Clients have pages of questions. 6) A relative who is a building expert attends the inspection. 7) The agent or seller disrupts the inspection with constant challenges or distracting stories. 8) The client asks you not to speak in the presence of the agent or seller. 9) The client has more questions about your insurance than about the house. 10) The client wants to record (audio or video) you. 11) The client has heard enough and wants to end the inspection. Information on the house listing is wrong. You break something. 14) There is a life threatening issue.

. 1. Let the client know about the limitations this creates and decide whether or not to go ahead. 2.Try to contact the client or agent. If unsuccessful, wait at the site for roughly45 minutes. 3.Try to contact the agent and discuss with the client whether you should go ahead with the inspection. This is up to the client. 4. Try to get your contract signed before the inspection. Contact your client after the inspection. 5.Go through your normal routine and ask the client if they have any questions at the end. Do not take the pages of questions. 6.Display your technical expertise and try to get the expert on side as an ally. 7.Ask permission to perform your part of the work so that they can have their discussions afterward. 8.If you are asked questions by the agent or seller, indicate that you've been asked not to discuss the inspection report with anyone other than the client. 9.Explain to the client that you are not offering an insurance policy or warranty. 10. Allow the client to tape you but keep your presentation brief. 11.Client can stop the inspection whenever they want. You may or may not lower the fee as a result. 12.If it is brought to your attention, indicate how difficult it is for the layperson to determine this sort of thing. 13.Advise the occupant and offer to repair or replace it. Notify the occupant of the home.

List 4 advantages of having clients attend the inspection.

1. Better communication 2. Showing is better than telling 3. reduced liability 4. opportunity to adjust expectations

List five categories of body language.

1. Illustrators 2 Emblems 3 Regulators 4 Adaptors 5 Affect displays

List two time options for report delivery.

1. Onsite reports 2. Reports sent after the inspection.

Name two things, other than words, that express your message to your audience intentionally or unintentionally.

1. Paraverbals (how something was said)2. Body language

List 8 types of residential inspections that home inspectors may be asked to perform.

1. Pre-purchase inspections 2. Pre-listing or pre-sale inspections 3. Pre-renovation inspections 4. Problem solving inspections 5. Maintenace inspections 6. Course of construction or progress inspections 7. Legal dispute inspections 8. Inspection of relatively new homes as warranties expire

Name two general strategies for limiting liability.

1. Prevention strategies 2. Response strategies

List 10 common components of the body of the report.

1. Scope/contract Descriptions Conditions or evaluations Causes of conditions Implications of conditions Recommended actions Limitations Life expectancy Priorities Ballpark costs

List 7 attributes of a good home inspector.

1. Technical wizard 2. enjoys people 3. great communicator 4. actor or performer 5. diplomat 6. investigator or detective 7. organized but flexible

List four reasons written reports are needed.

1. The Standards require it 2. To help the client 3. To control your liability 4. Marketing tool

List the six steps in the simplified real estate sales process outlined in the text.

1. The buyer prepares an offer. The offer is presented and accepted, rejected or signed back. The buyer accepts the counter offer, rejects it or signs back again. A purchase price is agreed upon, along with the closing date and any inclusions in the sale The offer is conditional on a home inspection and the home inspector prepares the report. The buyer waives the condition or aborts the transaction.

List 6 people or things to whom inspectors have an obligation during an inspection.

1. The home buyer 2. The home seller 3. The listing agent 4. the selling agent 5. The home 6. the home inspector

list 4 things that inspectors are not required to operate

1. any system or component that is shut down or otherwise inoperable 2. any system or component that does not respond to normal operating controls 3. shut off valves or manual stop vales 4. automatic safety controls

List 10 basic tools that home inspectors use.

1. biniculars 2. fkashlight 3. flashlight batteries and bulbs 4. ladder 5. screwdriver 6. carpenters awl 7. telescopic mirror 8. measuring tape 9. elctrical circuit testers 10. knife 11. gloves 12. coveralls 13. mask 14. briefcase or toolkit 15. camera

List 8 reasaons home inspectors may be hired to perform a pre-purchase inspection.

1. clients want to make an informed buying decision 2. clients want positive reinforcement 3. clients are looking for leverage to get out of the deal 4. clients are looking for leverage to renegotiate the deal 5. the husband and wife feel differently about the home 6. real estate agents insist on the inspection to protect their interests 7. the lender may insist on the inspection to protect thier interests

List 17 items inspectors are not required to determine.

1. conditions of systems or components that are not readily accessible. 2. remaining life expectancy of any system or component 3. strength, adequacy, effectiveness or efficiency of any system or component 4. the causes of any condition or deficiency. 5. methods, materials or costs of corrections 6. future conditions including, but not limited to, failure of systems and components 7. the suitability of the property or its marketability 8. compliance with regulatory requirements (codes, regulations, laws. ordinances, etc) 9. market value of the property or its marketability 10. the presence of potentially hazardous plants or animals including but not limited to wood destroying organisms or diseases harmful to humans including mold or mold like substances 11. the advisability of purchase of the property 12. the presence of any environmental hazards 13. the effectiveness of any system installed or method utilized to control or remove suspected hazardous substances 14. operating costs of systems or components 15. acoustical properties of any systems or component. 16. soil conditions relating to geological or hydrollic specialties 17.

summarize in one sentence each, the 3 main elements of the code of ethics

1. inspectors shall avoid conflicts of interest or activities that compromise , or appear to components, proffessional independence, objectivity, or inspection integrity 2. inspectors shall act in good faith toward each client and other interested parties 3. inspectors shall avoid activities that may harm the public, discredit themselves, or reduce public confidence in the preofession.

list 7 things inspectors are not required to do

1. perform any procedure or operation that will, in the opinion of the inspector, likely be dangerous to the inspector or other persons or damage to property or its systems or components. 2. describe or report on any system or component that is not included in these standards and was not inspected. 3. move personal property, furniture, equipment, plants, soil, snow, ice, debris 4. dismantle any system or component , except as explicitily required by these standards of practice. 5. reset, reprogram, or otherwise adjust devices, systems, and components affected by inspection required by this standard. 6. ignite or extinguish fires , pilot lights, burners, and other open flames that require manual ignition 7. probe surfaces that would be damaged or where no deterioration is visible or presumed to exist.

list 10 things, other than the client, that commonly distact home inspectors during an inspection.

1. the oppulence of the home 2. loud arguments 3. erotic art 4. vicious dogs 5. rats, mice, insects, snakes. etc 6. extremely high or low temperatures 7. a full bladder 8. a flashlight with failing batteries 9. missing critical papers 10. the next appointment 11. a lack of sleep, hangover or illness 12. a recent dispute with a family member or co-worker

list 8 items that inspectors are not required to inspect.

1. underground items including , but not limited to underground storage tanks or other underground indications of their presence, whether abandoned or active 2. items that not installed 3. installed decorative items 4. items in areas that are not entered ( dangerous or inaccessible) 5. detached structures other than garages and carports 6. common elements or common areas in multi-unit housing such as condominium properties or cooperative housing 7. every occurence of mulitple similar components 8. outdoor cooking appliances

list 2 areas that inspectors are not required to enter.

1.any area that will, in the opinion of the inspector, likely to be dangerous to the inspector or other persons, or damage the property or its systems or components. 2. under-floor crawlspaces or attics that are not readily accessible.

Indicate the estimated number of home inspectors in North America.

25000 to 35000 inspectors

Write a sample script for an introductory discussion during a home inspection

5. Good morning, I'm John Smith from Smith Home Inspections.It's good to meet you, Mr. Brown, and thank you for choosing us to perform your home inspection. Have you bought a home before? Have you ever had a home inspection? So, you've been through this before.Our goal over the next two and a half hours is to give you a clear picture of the condition of the major systems in the house. As we look for significant issues that may affect your buying decision, we'll come across a number of smaller items. We'll discuss those and include them in our report as a courtesy, but our goal is not to create a detailed maintenance or repair list.We'll start outside and then move indoors where we'll work from the bottom to the top, finishing with the attic.We'll complete our report at the end of the inspection and by the time we're done, you'll have everything you need to make your decision. Do vou have any plans for changes to the house? Do you have any specific concerns about the home or are you looking for a general overview? Please join me as we go through the home. I won't ask you to get up on the roof or go into the attic or crawlspace, but otherwise we can work together and discuss our findings along the way. Please feel free to ask questions as we go. We may not get answers until we get the whole picture, but that's okay. This is our authorization form that sets out the rules of the game. Please read it carefully while I get started on the roof. Please check that we have your name address and phone number correctly and, if everything is in order, sign the form here. You might want to look at the report layout. We'll complete this and give it to you.

Describe in one sentence how remodeling contractors impact inspector liability.

Contractors often indicate that a home inspector should have identified the problem.

explain in one sentence how improvement recommendatinos should be presented during the inspection itself

Describe the system and explain the improvement rather than the problem

List eight common obstacles to effective communication.

Different personal filter areas, Credibility of the sender, Jargon ,Semantic differences ,Proximity of the persons communicating, Information overload ,Time constraints, Poor location

List four additional elements of verbal communications.

Encoding ,Decoding, Noise ,Personal filter area

List at least five types of body language that home inspectors should avoid.

Failure to maintain eye contact ,Nervous habits such as biting fingernails or shifting weight, Speaking quickly or mumbling , Sitting while your listeners are standing , Leaning against a wall while talking

List as many of the 50 steps in a standard home inspection as you can. The numbering is not as important as including all of the key points.

Fill in the buyer's name and address on the contract Prepare the invoice Memorize the buyer's names Memorize the listing agent's and selling agent's names Locate the inspection address on a map and plan your route Determine the time you have to leave to arrive at the inspection early Review your inspection routine Review your script for your introductory and closing discussions Review your time goals for the inspection Check your vehicle Check your personal condition Leave the office at the appropriate time Drive past the home to confirm the address Drive the neighborhood Park on the street Turn off your cell phone or set it on a silent mode Make sure you've memorized the names of buyers and agents Get your equipment out of your vehicle Ring the front doorbell with a business card and seller's letter in hand Introduce yourself to the seller and follow your script Take the tools you'll need for your exterior tour Do vour exterior tour around the building Smile and look people in the eye as you approach the agents or buyers Introduce yourself If it is an agent or someone else, follow that script If it is the buyer, follow your buyer introductory script Perform your roof inspection Ask the client if everything is in order and complete your introductory discussion Discuss the roof results Start your exterior tour with your clients Establish your technical credibility on the exterior Inspect the garage or carport if you can Summarize the exterior Knock on the door and head inside Discuss with the seller where you'll be going Follow your routine, starting with the heating and cooling system (for example Check the electrical system and summarize results Check the plumbing system and summarize results Check the structure and summarize results Perform your first interior tour Perform your second interior tour Check the attic and crawlspace Excuse yourself to write your report or complete your notes Let the client know you are going to summarize the report Summarize your report Ask if they have any questions Use your payment script Thank your client, invite them to call anytime and ask them to complete the questionnaire Thank the agents and sellers, say goodbye and leave the property

List 4 key elements of the seller introduction.

How long the inspection will be Where in the house you'll be going Assurance that the inspection is not destructive or invasive Asking whether there are any pets or people sleeping who should not be disturbed

Describe in one sentence how the competent inspector concept applies to evaluating liability.

If a competent inspector under the same circumstances would have found the problem, the claim may have merit.

describe in one sentence what you should do when you see something you don't understand

Indicate that you do not know what it is but will find out.

list the individual components of a typical routine or flow for a home inspection, in their appropriate order.

Introductory discussion Exterior inspection Roof Heating system Electrical system Water service entry and water heater Structure Interior rooms Attic Crawlspace Closing discussion

List the amount of time typically spent on each of the various pats of the inspection listed in question 2.

Introductory discussion - 10 minutes Roof and exterior - 30 minutes Mechanical, electrical, basement and structure - 35 minutes Interior inspection - 35 minutes Attic or crawlspace - 15 minutes Recording inspection results - 40 minutes Closing discussion - 15 minutes Total - 180 minutes

. Write a script for a closing discussion. Assume you have no recommended improvements you use a client questionnaire the agents and seller are present during the closing discussion Restrict your script to five to ten sentences.

Is this a good place to summarize the inspection, Mr. Brown?The roof and furnace will have to be replaced in the next year and we've got some minor electrical and safety cleanup, but overall the systems that we looked at and tested appear to be doing their jobs.These items are detailed in the report, as are a number of the other things we talked about. This is how the report is laid out.We've talked about all the points in the report already and they are included here for your reference. We won't go through all the details again. When you do get a chance to have a look at it, feel free to call us if you have any questions. We've covered a lot of ground in the last two and a half hours, trying to identify the big issues and we've come across some of the smaller ones. When you move into the home, you'll find some other issues and there will be a few that arise after you get settled in. This is part of home ownership. There are always improvements to be made and unexpected issues crop up regularly in every home. Remember, we didn't get into that crawlspace or the small attic over the rear extension. Once you take possession of the home, you'll want to get into those places. Have we answered all your questions? Great. If you ever have any question about anything in the home, please give us a call. We'd be happy to help and there's no fee for this service. Will you be paying by check? Very good. I'll fill out the receipt while you do that. I've included a client questionnaire at the front of the report. It would help us if you'd complete it and mail it to us. We're always looking for ways to improve. Here's your report. Thanks again for choosing us to do your home inspection. I hope things work out very well for you. It was good to meet you, Ms. Jones and Mr. Adams. Thank you very much for your patience. (That's to the agents.) Thank you very much for your cooperation. Goodbye for now. (That's to the seller and the goodbye is to everyone.)

list 10 things that inspectors commonly fail to put back the way they were found.

Leaving the heat turned up Leaving the air conditioning turned down Leaving appliances on Leaving doors unlocked Leaving the power off Leaving clocks flashing Leaving access covers dirty, loose or not in place Leaving clothes on a bed Leaving fireplace screens in the middle of the living room Leaving fireplace dampers open

Give 10 examples of each strategy listed above.

Part 1 - Prevention Strategies Perform a competent inspection Adjust client expectations Describe your scope of work Define your specific limitation Keep your comments within your scope of work Inspect at a consistent depth Don't report as facts things that you are told Avoid superficial walk-through inspections Use a clear and meaningful contract Tell your clients they should expect things to go wrong9. Part 2 - Response Strategies Respond as quickly as possible Don't avoid the issue Don't argue with the client over the phone Don't accept as fact anything you are told Go back to the home Try to find a resolution that leaves the client satisfied Follow up as quickly as possible If there is a problem with the home, acknowledge the problem Come to a resolution as quickly as possible Use the "WHEN THINGS GO WRONG" document in your report

Describe in one sentence the last-one-in syndrome.

People tend to believe the most recent information they have heard.

Describe in one sentence the nature of the liability that home inspectors bear.

People will tell you that you let them down by failing to identify or properly diagnose problems

List the 4 parts of a home inspection

Pre-inspection routine The introductory discussion The inspection itself The closing discussion

5. Describe in one sentence each the following terms. Real estate agent Real estate broker Listing agent Selling agent Buyer broker or buyer agent Agency disclosure Agreement of purchase and sale or offer Conditional offer Irrevocable date or expiry date Closing or closing date Firm deal or firm agreement Seller disclosure Substitute disclosure Escrow Waiver Closing adjustments or adjustments on closing Mortgage Equity Mortgage insurance Title insurance Commission Multiple Listing Service Caveat Emptor

Real estate agent - commissioned salespeople involved with homes Real estate broker - the right to operate a real estate brokerage, the actual agent Listing agent - the person who represents the seller Selling agent - the person who works with the buyer and may represent the buyer or seller's interest Buyer broker or buyer agent - a person who works with buyers and represents their interests Agency disclosure - an obligation to make buyers and sellers aware of whose interests the agent is working in Agreement of purchase and sale or offer - the contract between the buyer and seller, agreeing to transfer the property Conditional offer - an agreement dependent on the outcome of one or more things Irrevocable date or expiry date - the time that a party has to respond to an offer from another party Closing or closing date - this is the date the transaction is completed Firm deal or firm agreement - an agreement that contains no condi-tional clauses Seller disclosure - a statement by the seller representing the condition of the property and addressing some legal issues typically Substitute disclosure- the seller's right to have someone else represent the condition of the property Escrow - money held in trust by an independent third party Waiver - a written agreement that removes a condition Closing adjustments - monies paid by the buyer on closing date to give the seller credit for fuel in a tank, property taxes paid in advance, etc. Mortgage - a loan made by a mortgagee (lender) to a mortgagor (home buyeror owner Equity - the part of the home's value that is controlled by the owner. The excess of the home's value over the mortgage amount. Mortgage insurance - insurance that protects the lender in case the homeowner defaults on the mortgage payments Title insurance - insurance that protects the buyer in case title to the propertyis not clear Commission - money paid to an agent upon completion of a transaction Multiple Listing Service - a service in which information about properties for sale are distributed to all real estate companies who are part of the service Caveat emptor - let the buyer beware

What elements over and above the 10 you have listed might be included in home inspection reports?

Report summary Client questionnaire Maintenance tips Life cycle and cost estimates

Give a one sentence example of each of these components.

Scope - the inspection was done according to the ASHI® Standards Descriptions - the roofing material is asphalt shingle Conditions or evaluations - the water heater is leaking Causes of conditions - the wet basement is a result of the leaking gutters and downspouts Implications - the uneven stairs are a trip hazard Recommended actions - the 30-amp fuses should be replaced with 15-amp fuses Limitations - No access was gained to the crawlspace Life expectancy - replacement of the roof covering will probably be necessary within the next three to six years Priorities - the open electrical box should be provided with a cover immediately and the service should be upgraded to 200-amps within the next year Ball park - furnace replacement may cost $1,500 - $2,500

Explain in one sentence each of the following words:a -Sender - Receiver c- Message d- Medium e- Encoding f-Decoding g- Feedback h- Personal filter area i- Noise

Sender - a) the person who has the information and who starts the communication. b) Receiver - the person who receives and decodes the message. c) The message - what the sender hopes to communicate to the receiver. d) Medium - the medium is the form of the message (e.g. telephone, e-mail, text message, face-to-face dialogue). e) Encoding - the translation of the sender's ideas and information into a set of symbols or words. f) Decoding - the process of translation and interpretation of the message by the receiver. g) Feedback - the response that the receiver gives the sender after decoding the message. h) Personal filter areas - include communication barriers, a lack of common experience between the sender and receiver and different frames of reference I)- Noise - can distort or break down the communications. Noises include adistracting mannerism, odor or article of clothing. Personal discomfort isanother kind of noise.

List the five basic elements of verbal communications.

Sender Message Medium Receiver Response (feedback)

List 10 issues involved in verbal communications.

Sender Receiver Message Encoding Decoding Feedback Improving communication Communication elements Communication obstacles Effective listening

Describe in one sentence the purpose of a closing discussion at the end of a home inspection.

The closing discussion summarizes the maior points of the inspection and makessure the client understands these issues.

Explain in one sentence why home inspectors do not pass or fail homes as a result of their inspection.

The home inspection is only part of the picture for the client so we cannot pass or fail the home.

describe the macro/micro approach to home inspection in 2 sentences.

The macro and micro approach includes a big picture macro look at things from a distance that is somewhat passive. The micro part is a detailed look from up close that may reference a checklist.

. List eight techniques for improving communications.

Use feedback ,Provide the message at a rate the receiver can absorb, Ensuring the timing of the message is appropriate, Use simple language, Be empathetic to the receiver, Use repetition ,Encourage trust to enhance credibility, Create an effective listening environment

List three possibilities with respect to the merits of a complaint against you.

You were clearly right You were clearly wrong It's difficult to know

Define 'inspector' within the context of the Standards of Practice.

a person who is hired to examine any system or compinent of a building using this standard

define technically exhaustive within the scope of a home inspection.

an investigation that involves dismantiling, extensive use of measurements, instruments, testing, calculations or other means.

Indicate the average home inspection fee.

avg. fee $350 in 2012 ASHI survey