- Duration / Course length: 1 Day
- Timings: Full Time
Course details
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
Eligibility / Requirements
There are no specific prerequisites for attending this course. It is suitable for anyone who wants to develop negotiation and communication skills.
Job roles this course is suitable for:
Customer Support SpecialistClient Relationship ManagerCu...About International Institute for Learning, Inc
International Institute for Learning (IIL) is a global leader in training, consulting, coaching and mentoring, as well as customized course development. Our core competencies include: Project, Program and Portfolio Management; Business Analysis; Microsoft® Project and Project Server; LEAN Six Sigma; PRINCE2®; ITIL®; Agile, CSR, Change Management, Leadership and Interpersonal Skills. A PMI® Charter Global Registered Education Provider, a member of PMI’s Global Executive Council, an Accredited Training Organization for PRINCE2 and ITIL, a Microsoft Partner (with a Microsoft Gold Project and Portfolio Management competency) and an IIBA® Endorsed Education Provider, IIL is the training solution partner of choice for many top global companies.
IIL’s three core values – Intelligence, Integrity, Innovation.
IIL’s innovative Many Methods of Learning™ provides a range of delivery options to suit your learning preferences and schedule:
- Traditional Classroom (Public / Closed Onsite)
- Virtual Classrooms (Public / Closed Onsite)
- On-Demand Courses
- Organizational Assessment
- Online Conferences
- Consulting
Location: NYC (HQ), Dubai, London, Paris, Madrid, Frankfurt, Helsinki, Tokyo, Hong Kong, Beijing, Soeul, Singapore, Sydney, Toronto, Bangalore,
For more information, please visit: www.iil.com
Enquire about this course
You may add more courses here,
your list will be saved.
