Communication & Negotiation Skills

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1 Communication & Negotiation Skills 1.1 Overview Improve your communication relationships & Negotiating skills and every aspect of your working LEARN THE SKILLS AND TECHNIQUES OF HOW TO BE A BETTER PEOPLE PERSON About the Programme Managers spend on average over 75% of their time in one-to-one verbal communication and negotiation i.e. face-to-face or on the telephone. Therefore effective interpersonal and communication skills are essential tools for today s modern manager. Most dissatisfied employees will blame poor motivation and poor communications as two of the major areas, which affect them in a very negative way. In the multi-cultural work environments, good interpersonal skills of communication and negotiation together with cultural sensitivity are essential elements for successful management. Only recently have organizations realized that people are their greatest asset. Being able to deal effectively with people from different cultures and backgrounds is vital for success in today s global business environment. It s a whole new world of work. Organizational change, diversity and electronic communications have changed the face of the workplace. Today, more than ever, success depends upon the combined cooperation, commitment and action of people-both face-to-face and across electronic and cyber channels. In addition all of us have had experience as negotiators. We have been negotiating and trying to influence people all our lives. Influencing and negotiating skills are used in a broad range of management activities, including dealing with management and employees, customers and Suppliers, buying & selling, human resources negotiations, internal & external discussions. This practical training course will provide the participants with a practical framework to help them to develop their communication and negotiating skills. This course is for those people who want to understand how to communicate and negotiate more effectively, with their customers, their staff, their colleagues and, their bosses. By the end of the programme, participants will understand: Outcomes Implement change. Communicate and assist others in adapting and growing by improving your interpersonal skills. Des Ryan, Qatar, Mobile of 7

2 Achieve results. Create a climate for action Improve your communication skills. Negotiate. Create a win win position by successful negotiation not conflict Manage conflict. Get your points across without intimidation and turn potential adversaries into allies. Be a better manager. Motivate and influence people who directly report to you and others in the organization. Foster teamwork. Develop communication skills that encourage feedback and avoid misunderstandings. 1.2 Who Should Attend Managers, team leaders and supervisors who want to maximize their positive impact on others, enrich the quality of their relationships and increase their job effectiveness. How You Will Benefit Communicate and negotiate and solve problems by clarifying the real issues Negotiate trade-offs without being a pushover on big issues Implement plans without strong-arm tactics Generate enthusiasm for your ideas and proposals Minimize conflict and build group commitment Influence others and motivate them to profitable action by negotiation Save time, energy and talent by improving the entire people side of your job Develop credibility based on respect and trust Find alternatives to work with difficult people Course Objectives To consider the role of effective interpersonal skills in the workplace To have a clear understanding of what is good communication To ensure that each delegate understands the different methods of communication and how to use each one correctly To learn the skills that allow delegates to work effectively in a multi-cultural environment Des Ryan, Qatar, Mobile of 7

3 To develop the art of influencing and the Skills of Negotiating To understand the Negotiation Process and how to Improve their Personal Negotiating Style Methodology The trainer has over 25 years experience of providing training programmes throughout the world. Each course is designed to meet the requirements of the client bases on a client's needs assessment. All courses include full material in both hard copy and in electronic CD Rom format for each individual participant and also for the clients training department's files. The material includes a full manual, exercises, and all PowerPoint slides. In addition the CD Rom includes significant additional material including software, excel template spreadsheets and other material that can be very valuable for participants in their everyday work The courses are fully interactive with lots of discussions, exercises, multiple choice questions and answers including breakout sessions and where possible video presentations. The trainer is widely acknowledged for his ability to present at times complex material in an easy friendly manner with clear explanations. 1.3 Contents Module- what is communication? What is effective communication? How messages flow - the different channels of communication. Barriers to communication and how to overcome them. The power of language in communication Qualities of an effective communicator Module- Communication Skills Developing listening skills Asking the right questions Body Language - the hidden communicator The Johari window The basics of persuasion Des Ryan, Qatar, Mobile of 7

4 Understanding what motivates people Module- Behaviour Issues Behaviour styles - Aggressive, Assertive, Submissive Four main types- Amiable, Expressive, Analyst, Driver Transactional analysis - Parent, Adult, Child Conducting Effective Meetings Giving supportive feedback Giving corrective feedback Develop a Personal Action Plan for future development Communication and the New Workplace Module- Getting the message across Recognize the expectations your manager, peers, employees and others have of your interpersonal skills performance Identify the distinction between behaviours and intentions Understand Perception, Self-Concept and Expressing Emotions Identify how perceptions shape and influence your interaction with others and their responses to you Analyse the ways in which you and your co-workers approach work and relate to each other Module-The blend of communication and interpersonal skill sets Nonverbal and Verbal Skills Apply a five-step process to the development and delivery of clear messages Understand cross-cultural flexing Using Listening and Feedback Skills to Build High-Performance Work Relationships Identify personal listening liabilities and strategies for improvement Achieve productive and satisfying work relationships with peers, your manager and others Des Ryan, Qatar, Mobile of 7

5 Module- Communication and actions through other people Directing and Motivating Others Review and practice steps to effectively give directions Identify what motivates others to achieve high levels of performance and effectiveness Assertively and Productively Managing Conflict Recognize the differences among assertive, non-assertive and aggressive behaviours Negotiate your way out of conflict Being a Team Player: The Synergistic Impact of All Your Interpersonal Skills Identify the stage of team development your work group is in and respond and adapt appropriately Evaluate your role as team leader and select actions that will guide the team to the achievement of goals Module -Understanding Negotiation What is Negotiation? Other Facets of Negotiation The Bargaining Approach The Joint Problem-Solving Approach The Negotiation Spectrum The Nature of Issues at Stake The Relationship Between the Parties The Types of Parties Involved The Time Available for Negotiation The Balance of Power Module -Bargaining & Problem Solving The Process of Bargaining and Problem Solving Understanding Bargaining Strategies Useful Tactics in Joint Problem-Solving Des Ryan, Qatar, Mobile of 7

6 Build on Common Ground Addressing Differences Handling the Biggest Problems Converting Bargaining into Joint Problem Solving Behavioural Aspects of Negotiation Changing Negotiation Behaviours The Advantages of Rewards Module-Planning Negotiations How To Plan Your Negotiations Planning for Conflict Planning for Cooperation Planning the Process Creating a Planning Form Post Negotiation Reviews Module-Negotiation Behaviour Critical Oral Negotiation Behaviours Categories of Oral Negotiation Making Proposals Summarising and Labelling Seeking v Giving Information Utilising Questions External v Internal Information Proposing Behaviours Obtaining Clarification Agreeing and Disagreeing Attacking/Defending Behaviours Des Ryan, Qatar, Mobile of 7

7 Blocking and Labelling Module -Tactics in Negotiation The Tricks of the Trade Seeking a Middle Ground The Four Control Tactics The Seven Pressure Tactics Methods to Counter Negotiating Tactics The Importance of Flexibility Learn to Anticipate Obtaining Information Agreeing and Disagreeing Avoiding Issues Taking a Hard Approach Renegotiation Stop Negotiating The modules will be presented in a style that allows for detailed discussions, break out sessions, individual tuition, practical exercises, case studies and video presentation. Course review Course critique Course close Des Ryan, Qatar, Mobile of 7

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