Communication and Negotiation Skills

3 Day Course
Code GK2810

This course has been retired. Please view currently available Personal Skills Training Courses.


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Creating a Customer Focus (2 topics)

  • The consequences of poor communication
  • Your role in creating a customer focus at work

Communication Skills (3 topics)

  • Interpersonal communication
  • Your role in ensuring clear communication on the team
  • How team communication breaks down and how to fix it

Nonverbal Communication Skills (4 topics)

  • Learn how to read nonverbal gestures in others
  • Look for clues and hidden meanings
  • The 20 most common North American gestures
  • Common international gestures

Dealing with Non-Technical Customers (1 topic)

  • How to communicate clearly with non-technical people

Listening and Questioning Skills (4 topics)

  • The difference between hearing and listening
  • The practice of active listening
  • Discuss the barriers to effective listening
  • How and when to actively listen

What is Negotiation? (6 topics)

  • How and when to negotiate
  • Impromptu, informal, and formal negotiations
  • How to negotiate when the boss "ambushesyou
  • Cultural differences in negotiations
  • Controlling your emotions
  • Individual negotiating styles

Planning a Negotiation (3 topics)

  • How to plan for any type of negotiation
  • The five-minute negotiation
  • Running a negotiation from start to finish

Dealing with Angry Customers and Conflict (4 topics)

  • What to do and avoid
  • Dealing with screamers
  • How to control yourself in times of conflict
  • Handling conflict in a negotiation

Remote and Offshore Teams (1 topic)

  • Simple rules to follow to ensure open communication

Using E-mail, Phone, and Face-to-Face (2 topics)

  • Advantages and disadvantages of each method
  • When to use and not use each method

Dealing with the Tough Negotiators (3 topics)

  • Define the three types of tough negotiators
  • How to stay calm
  • Plan to deal with any tough negotiator

Strategies and Tactics of Negotiation (6 topics)

  • 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

Impasse and Deadlock (1 topic)

  • An escalation process to help you move forward


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