Communication and Negotiation Skills Training Class

1. Creating a Customer Focus

• Discuss the consequences of poor communication


• Your role in creating a customer focus at work

2. Communication Skills

• Interpersonal communication


• Your role in ensuring clear communication on the team


• How team communication breaks down and how to fix it

3. Nonverbal Communication Skills

• Learn how to read nonverbal gestures in others


• Look for clues and hidden meanings


• The 20 most common North American gestures to look for


• Common international nonverbal gestures you may encounter

4. Dealing with Nontechnical Customers

• How to communicate clearly with nontechnical people at all levels

5. Listening and Questioning Skills

• The difference between hearing and listening


• Learn the skills of active listening


• Discuss the barriers to effective listening


• How and when to actively listen

6. What is Negotiation?

• How and when to negotiate


• Impromptu, informal, and formal negotiations


• How to negotiate when the boss "ambushes" you


• Cultural differences in negotiations


• Controlling your emotions


• Individual styles when it comes to negotiating

7. Planning a Negotiation

• How to plan for any type of negotiation


• What if I only have 5 minutes?


• Running a negotiation from start to finish

8. Dealing with Angry Customers and Conflict

• What to do and avoid


• Dealing with screamers


• How to control yourself in times of conflict


• Handling conflict in a negotiation

9. Remote and Offshore Teams

• Simple rules to follow to ensure open communication

10. Using E-mail, Phone, and Face-to-Face

• Advantages and disadvantages of each method


• When to use and not use each

11. Dealing with the Tough Negotiators

• Define the 3 types of tough negotiators


• How to stay calm


• Plan to deal with any tough negotiator

12. Strategies and Tactics of Negotiation

• Spot and diffuse the dirty tricks


• Common games people play


• Counter ploys


• Use of physical settings to watch out for


• Managing your team in a negotiation

13. Impasse and Deadlock

• An escalation process to get past impasse or deadlock

Case Studies

• How to use a negotiation planner


• An unplanned negotiation to purchase a vintage car


• Post negotiation self-assessment


• Plan and conduct a technical and a nontechnical negotiation in teams


• Negotiating with "The Impossible VP"


• Dealing with an angry client


• A clash of cultures


• Being too technical


• Negotiating with internal clients


• Dealing with tough negotiators


• Handling games and dirty tricks


• 3-part negotiation best practices checklist for any negotiation
  preparation

Associate project managers, project managers, project coordinators, project analysts, project lea