Telephone Negotiation Skills
WORKSHOP AIM:
The aim of the workshop is to develop participants’ negotiation skills
so that they are able to reach a satisfactory out come for both the
client and the Bank whilst maintaining and enhancing the long-term
relationship.
WORKSHOP OBJECTIVES:
By the end of the workshop participants will be able to:
Understand
the key differences between face to face and telephone
negotiations
Understand
and apply the key skills & behaviour required for telephone
negotiations
Effectively
plan and prepare for a negotiation
Successfully
implement a process for a successful negotiation
Understand
the importance of being able to analyse and react quickly to situations
in order to reach a satisfactory outcome
Workshop Methodology:
The workshop has been designed to maximise participant involvement. A
number of proven methodologies are employed including:
Consultant
led input
Group/individual
based exercises
Practical
Negotiation role-plays
Feedback and
Coaching
Workshop Content
Introduction
Workshop
aims & objectives
Personal
objectives
The Dynamics of Negotiating
Definition
Key
differences between face to face & telephone negotiations
Different
negotiation strategies
Key skills
& behaviours
Main reasons
for unsuccessful negotiations
Practical Negotiation Exercise
Participants will conduct a case study driven negotiation
Review and debrief of exercise – Feedback & coaching for improved
performance.
People & Process
Emotions
Dilemmas
Psychology
Managing Conflict
Negotiation
styles
Reasons for
conflict
Thomas-Kilmann
conflict handling modes
Adopting
right strategy for given situation
Key Guidelines & Process for Effective Negotiations
Best
practice guidelines for successful negotiations
Planning
& preparation
Negotiation
process
Practical Negotiation Exercise
Participants will conduct a case study driven negotiation
Review and debrief of exercise – Feedback & coaching for improved
performance.
Review & Summary