1199 Empathy courses

10 Soft Skills You Need 1 Day Training in Airdrie

Customer Service Essentials 1 Day Training in Poole

Customer Service Essentials 1 Day Training in Liverpool

Customer Service Essentials 1 Day Training in Edinburgh

Customer Service Essentials 1 Day Training in Chelmsford

Customer Service Essentials 1 Day Training in Aberdeen

Customer Service Essentials 1 Day Training in Tonbridge

The Moccasin Manager, The Moccasin Approach, Management Training, Management Development,

2 QLS Endorsed Courses | CPD Certified | Free PDF & Hard Copy QLS Certificates | 180 CPD Points | Lifetime Access

The Art of Negotiation 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. What you Will Learn Master the different ways to say 'no' Determine negotiation strategies based on typical client strategies Develop solutions to break deadlocks 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