Course Objectives.

• Effectively negotiate and Persuasion with customers and employees on proposals leading to successful conclusions.
• Decide when to engage in a negotiation and Persuasion and when to ignore the negotiation and Persuasion option
• Plan the content of any negotiation and Persuasion
• Recognize the Stages of negotiation and Persuasion and determine appropriate behavior to utilize in each stage
• Develop an appropriate strategy to use during negotiation and Persuasion
• Adjust his own communication styles to achieve desired results
• Use of popular ploys and tactics
• Understand the role culture plays in negotiation and Persuasion
• Communicate effectively, address a group where necessary and learn the various forms of communication and their uses in day to day business communications.

Course Outline.

• Introduction

• Aims and Objectives of the seminar
• Agreement of 'Ground Rules'
• Why interpersonal communications and perceptions are vital in business

• Brainstorming

• Why identifying the right types of communication matters
• The communication process
• One way and two way communication
• Verbal, vocal, and visual parts of a message
• Overcoming barriers to communication
• Building rapport face to face and on the telephone
• Listener involvement and effective questioning
• People with special needs
• The persuasion skills
• Introduction to the Persuasion Process
• Planning the Content of Persuasion

• Persuasion Stages

• Communication Styles

• Persuasion

• Strategies for Persuasion
• Persuasion with a Team
• Persuasion Ploys and Tactics
• Review of previous day
• Dealing with customers on the telephone
• Writing to customers
• Techniques for handling dissatisfied customers
• Aggressive, assertive and submissive behaviors

• Interactive Skills

• Transactional Analysis
• Complementary transactions
• Crossed transactions
• Review of communication skills
• Personal development planning 
• Review of previous day
• Establishing and building rapport between the parties
• Common terms used in negotiation

• Negotiating styles

• Traits of successful negotiators
• The importance of expectations in negotiation
• Resolving conflict and impasse
• Strategies and tactics
• Addressing grievances

• Acceptance time
• Critical mistakes

• Review of negotiation skills
• Personal development planning

Who can benefit

• Supervisors- Managers-Human Resources Professionals
•  Training and Development Officers and Front line staff