PROGRAM DETAILS

Business in the 21st century puts far greater demands on companies than at any other time in history. In order to maintain and increase customer bases, anyone interacting with customers need to maintain and improve their communication, negotiating and persuasion skills in order to gain that vital edge on their competitors.

First impressions are crucial, whether it be with colleagues or customers. Creating instant rapport enables lasting and productive relationships. Get it wrong and that negative impact if extremely difficult to overcome. So, what are the techniques top negotiators, communicators and persuaders use in order to achieve success? How do they ensure that initial interactions create a positive and memorable impression?

 Learning Objectives

By attending this highly interactive programme, delegates will:

• Utilise crystal clear critical thinking and influencing skills to prepare for negotiation and persuasion
• Examine the most up-to-date negotiation, communication and presentation skills and be confident to use them in the workplace
• Understand the innovative business tools of NLP and emotional intelligence to  be able to model those skills when negotiating
• Ensure a win-win outcomes in negotiation/persuasion
• Identify ‘what makes others tick’
• Recognize and select ways to give a clear and effective messages
• Describe the role of power and resistance within influencing and persuading

Target Audience

The seminar is designed for anyone who must influence others, either socially or commercially, and is required to negotiate and persuade others to take action and deliver successful outcomes.

 Training Methodology

This practical and results-oriented program is based on adult learning concept. It incorporates short inspiring lectures with structured lessons from the learning manual; captivating PowerPoint slides with videos to enhance learning; ongoing discussions with action planning; ample time for Q&A; training activities to reinforce key concepts within a fun learning environment.

Program Content

Day 1 – Critical Thinking and Communication

• The communication process: defining successful communication and its components
• The different forms communication take and communication barriers
• Barriers to communication –  our filter and its influence on our perceptions/behaviours
• The five attitudes of communication/negotiation and their application
• Connect with colleagues and clients at a level that creates deeper trust and commitment
• Step into another person’s shoes to better appreciate their experiences and motivations
• Read body language in order to understand how others are thinking and responding to you

 Day 2 – Using Communication Skills 

• Deciding objectives/what you want
• Helping others to say ‘yes’ to your ideas
• Powerful listening and questioning techniques in communication/negotiation/ persuasion
• Thinking patterns and ‘filters’ to communication that creates trust
• Thinking win-win outcomes
• Communication exercises

 Day 3 – Informing, Directing, and Influencing/Persuading Others

• Distinguish between the informing and directing skills
• Maintaining your emotional control to develop effective communications with others
• Using assertive strategies when communicating and avoiding or controlling aggressive ones/conflict situations
• Responding to criticism you get from others

 Day 4 – Negotiation and Critical Thinking

• Defining influence and persuasion concepts
• Circle of concern and influence – differentiate between what you can influence and what you cannot
• Influencing and persuasion models and exercises – really understanding the different techniques and the most appropriate times to use them
• Influencing the behaviours of those who do not directly report to you

Day 5 – Using Negotiation in Practice

• The phases in negotiation
• Planning for negotiations – getting the facts and setting negotiating objectives
• Defining the settlement range
• At the bargaining table – extracting and granting concessions, applying and resisting pressure
• Reaching agreement – co-operative negotiation modes, breaking an impasse/coping with deadlock and fallback solutions
• The winning negotiator exercises