Introduction and Types of Negotiators

• What is inegotiation?
• When is negotiation a good idea?
• The four elements of an effective negotiation: nterests, Options, Criteria for Fairness, Commitment
• Soft and Hard Negotiators
• Negotiating Styles
• Review of Individual Negotiating Styles

Negotiation Essentials and Personal Action Plan

• Preparation for Negotiation
• Gathering Information
• Knowing Yourself
• Best Alternative (BATNA)
• Walking Away Point (WAP)
• Challenges of Negotiating

The sources of conflict in the organisation

• Triggers to aggressive behaviour
• Understanding customers’ needs when they are angry
• Stages of conflict escalation
• How our safety can be compromised

Managing conflict

• Structuring and controlling the conversation
• Listening and calming the situation
• Acknowledging difficulties and customer emotions
• Managing unpredictability (drugs, alcohol, mental illness, etc.)
• Saying ‘No’ effectively
• Handling abusive behaviour

Solving the problem

By the end of the course, participants will be able to:

• Understand the fundamentals of effective negotiation
• Choose the correct negotiation strategy and style
• Effectively apply the chosen strategy and style
• Negotiate with greater confidence
• Identify Key Triggers that can cause conflict
• Learn how to de-escalate aggressive people
• Learn how to diffuse volatile situations
• Proven step by step techniques for dealing with difficult circumstances
• A blueprint for dealing with potentially violent scenarios
• Recognise different stages of conflict escalation
• Recognise the signs of conflict and aggression
• Maintain composure when responding to conflict and aggression

Use skills to manage their words, phrases and body language