In dealing with customers and other stakeholders, the understanding of the fundamentals and complexities of negotiations is crucial. It doesn’t stop there either. Negotiations exist with subordinates and colleagues to get the job done, or with top management for concessions or needed support. Many of the principles applicable in business negotiations also apply to personal negotiations too, in order to achieve personal goals.
This program will prepare participants for all types of negotiations; to keep the balance between asking for too much or settling for too little. It also helps develop the right skill-set for behaving at the negotiation table, discovering how to avoid errors which can break the deal, identifying, using and overcoming negotiation tactics which crafty negotiators can use against you, and learning how to read and use body language to clarify exactly what the other party is trying to say or to hide.
Additionally, it will sharpen skills in making counter-offers that have a higher chance of being accepted, as well as to overcome objections to offers made and counter-offers.
Professionals, mostly front-liners - but also some back-office personnel - who have regular customer interface. Customers may be internal or external.
- Value of Negotiation
- Anatomy & Definition of Negotiation
- Active Listening Skills
- Effective Speaking Skills
- Behavior Modalities
- Negotiating for a Win-Win Outcome
- Importance of Having a Mental Map of Your Progress
- Identifying & Prioritizing Tradables
- Researching the Opponent
- Negotiation vs. Haggling
- The Tradables Approach
- Positions of Power
- Primacy Effect
- Steps in Opening
- Overcoming Opponent Resistance
- Structured Questioning Sequence
- Concept of Condition & Offer
- Assertive & Submissive Formats
- Converting Submissive Statements to Assertive
- Controlling Opponent by Using Increasingly Specific Counter-Offers
- Non-Verbal Communication
- “Resisting” Body Language
- “Receptive” Body Language
- Power of Flinching
- Steps in Counter–proposing
- Nibbling, Exchange Favors, Good Guy/Bad Guy
- Offer Withdrawn, Taken Aback, Indifferent
- Buyer / Seller, Ask Higher Authority, Triple F
- Evidence By Printed Word, Splitting the Difference, Counter Gambits
- Group Contest: Identifying & Countering Gambits
- Drawing the Contract
- Reinforcing Goodwill
- Suggestions for Practice
Clive Villanueva is a consultant in the field of Training and Organization Development. He is a graduate of Bachelor of Science in Business Management from the Ateneo De Manila University, and obtained a Masters in Business Administration degree majoring in Corporate Finance from Fordham University. Prior to entering the training and consultancy profession, he was Assistant Vice President at Citibank's NA Philippine credit card business and a Sales Manager in Luzon. He had also done brand marketing assignments as product manager in RFM Corporation and Johnson & Johnson Philippines. His expertise covers programs on Sales and Sales Management, Customer Service, Strategic Planning, Management and Leadership, Emotional Intelligence, Negotiation Skills, Team Building and Team Development.
No shows will be billed at full cost. Cancellations should be made at least 48 hours/two working days before the event.
Participants from outside Manila, requiring airfare and hotel bookings, should coordinate with ECCP for final confirmation of course schedule before booking. The ECCP shall not be responsible for charges incurred for changes in booking or flights.
For confirmations and more information, please contact
Ms. Nichole Raynera of ECCP at (02) 8845 1324 or email firstname.lastname@example.org