Course description
The Art of Negotiation: Virtual In-House Training
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.
Upcoming start dates
Suitability - Who should attend?
Who Should Attend
This course is for anyone in customer support roles.
Outcome / Qualification etc.
What you Will Learn
- Master the different ways to say “no”
- Determine negotiation strategies based on typical client strategies
- Develop solutions to break deadlocks
Training Course Content
Getting Started
- Introductions
- Course structure
- Course goals and objectives
- Establishing personal learning objectives
Foundation Concepts
- Exercise: Most Challenging Scenarios and Outcomes
- Debrief: Impact versus intent
- Addressing customer expectations
- Needs versus wants
- Key skills for managing customer relationships
- Elicitation (requirements gathering)
- Communication and active listening
- Sensitivity and empathy
Handling Difficult Conversations
- Saying “no”
- The Ladder of Inference
- 4-Step approach for handling difficult conversations
- Characteristics of a trusted advisor
Communication Best Practices
- Attunement and active listening
- Exercise: Identifying Effective Techniques
- Communication pitfalls and best practices
- Building rapport and influence
- Words of wisdom
- Exercise: Reflection on Challenges
Negotiation Strategies
- Negotiation basics
- Five phases of negotiation
- Identifying different strategies
- Traditional versus Progressive
- Hard – Soft – Principled
- Exercise: Your Preferred Techniques
- Selecting appropriate strategy for project negotiations
- Common pitfalls to avoid
- The impact of culture on negotiation
- Looking at conflict through the lens of negotiation
- Exercise: Mapping a Resolution
Why choose IIL Europe
2,000,000+ people trained by IIL
50,000 annual online conference visitors
2,000+ companies have chosen to partner with IIL as their Learning Partner
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IIL Global
At IIL, our fundamental values of Intelligence, Integrity, and Innovation guide our actions and achievements with each customer, partner, and colleague. Our deepest purpose is to foster the growth and success of individuals, teams, and organizations through enduring relationships and...