Service Management: Strategies for Negotiation and Communication
About This Course
At the end of the workshop, participants will learn the art of making deals whilst using a variety of tools
- Learn negotiation tactics and frameworks which are essential tools and approaches for both capturing and creating value, negotiation planning frameworks, and tactics for opening the negotiation, countering, responding optimally, and BATNA/WATNA.
- Understand mental biases and traps and learn how to manage natural cognitive biases such as overconfidence, overinvestment, anchoring and availability recall biases.
- Learn persuasion skills and practice techniques for presenting their position and requests so that parties are more likely to say “yes” to them. These techniques include how to build common ground, appeal to likeability, build trust, and how to make a more effective concession.
What You'll Learn
This dynamic aspect cannot be undermined as we interact with internal and external stakeholders, business-to-business customers (B2B) or end-user customers (B2C). Achieving sustainable success and building differentiated memorable relationships rests largely on how we manage our business engagements.
This programme is designed to provide participants with the knowledge and techniques to becoming a master negotiator. Participants will learn the art of making deals whilst using a variety of tools to creating and enhancing mutual value with their customers.