- مدة الدورة التدريبية: 1 يوم
- مواعيد الدورة: Full Time
تفاصيل الدورة
Confidence, rapport, curiosity, and patience are essential ingredients to successfully handling a difficult conversation and negotiation. In this course, you will learn to identify and manage aspects of a negotiation, distinguish needs from wants, and manage expectations.
The course will cover communication best practices, strategies for handling difficult conversations, and the basics of the art of negotiation.
Benefits of Attending:
- Enhanced Negotiation Skills: Learn to identify negotiation phases and apply effective techniques to resolve conflicts.
- Improved Customer Relationship Management: Master strategies for building rapport and managing customer expectations.
- Effective Communication Techniques: Gain insights into active listening, elicitation, and dealing with difficult conversations.
- Strategies to Break Deadlocks: Develop creative solutions for resolving stalemates and achieving favorable outcomes.
- Understanding Conflict Resolution: Recognize various conflict management styles and choose appropriate negotiation strategies.
Course Syllabus:
Getting Started:
- Introductions
- Course structure
- Course goals and objectives
- Establishing personal learning objectives
Foundation Concepts:
- Exercise: Most challenging scenarios and outcomes
- Needs versus wants
- Managing customer expectations
- Key skills for customer relationships (elicitation, communication, empathy)
Handling Difficult Conversations:
- Saying "no" with confidence
- The Ladder of Inference
- 4-Step approach for difficult conversations
Communication Best Practices:
- Active listening techniques
- Building rapport and influence
- Reflection on communication challenges
Negotiation Strategies:
- Basics of negotiation
- Phases and strategies (traditional, hard, soft, principled)
- Avoiding common negotiation pitfalls
- Impact of culture on negotiation
- Conflict resolution techniques
المتطلبات
There are no specific prerequisites for attending this course. It is suitable for anyone who wants to develop negotiation and communication skills.
وظائف مناسبة لهذه الدورة
Customer Support SpecialistClient Relationship ManagerCu...نبذة عن معهد International Institute for Learning, Inc
With a wholly-owned network of operating companies all over the world and clients in more than 150 countries, IIL is a global leader in training and certification, coaching and mentoring, consulting and customized course development. Our core competencies include: Project, Program and Portfolio Management; Business Analysis; Lean Six Sigma and Process Excellence; Agile; ITIL®; Leadership and Interpersonal Skills.
Using our proprietary Many Methods of Learning™, IIL delivers innovative, effective and consistent training solutions through a variety of learning approaches: Virtual, Traditional Classroom, On-Demand, Mobile, Video and Simulation. As a PMI® Global Registered Education Provider (R.E.P.); a member of PMI’s Global Executive Council; an APMG Accredited Training Organization (ATO) for PRINCE2®, ITIL®, and others; a Microsoft Partner (with a Microsoft Gold Project and Portfolio Management competency); and an IIBA® Endorsed Education Provider (EEP™), IIL is the training solution partner of choice for many top global companies.
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