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.
Who Should Attend
This course is for anyone in customer support roles.
- Defining negotiation concepts and models
- Improving customer relationship management skills
- Recognizing different ways of resolving a conflict
What You Will Learn?
You'll learn how to:
- Master the different ways to say "no"
- Determine negotiation strategies based on typical client strategies
- Develop solutions to break deadlocks
About 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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