Global Knowledge-Business - February-June 2009 - (Page 34) Communication and Negotiation Skills Understand the importance of interpersonal communications and sharpen your negotiation skills. Course Description A study of verbal and nonverbal communication techniques will start your skills building and get you on your way to communicating clearly and directly. Learn the consequences of poor communication and how to avoid it through open communication and fixing communication breakdowns. A study of active listening, tailoring your discussion to the audience, and being aware of your body language will help you learn to engage effectively with others. You’ll understand how to set clear expectations and successfully manage language and cultural barriers with local and remote teams. The second half of the course delves into the intricacies of negotiation. Learn how to plan your negotiations and become familiar with best practices. Develop strategies to counter dirty tricks and games, negotiate “no” with your boss, and manage team negotiations. Learn strategies that will help you get past impasses and deadlocks. Course 2810 You will earn 18 contact hours or PDUs upon completion of this course. Hands-On Exercises 1. How to use a negotiation planner 2. An unplanned negotiation to purchase a vintage car 3. Post-negotiation self-assessment 4. Conduct technical and non-technical negotiations 5. Negotiate with “the impossible VP” 6. Deal with an angry client 7. A clash of cultures 8. Being too technical 9. Negotiate with internal clients 10. Deal with tough negotiators 11. Handling games and dirty tricks 12. Negotiation best-practices checklist Course Content 1. Creating a Customer Focus • The consequences of poor communication • Your role in creating a customer focus at work 2. Communication Skills • Interpersonal communication • Your role in ensuring clear team communication • How team communication fails and how to fix it 3. Nonverbal Communication Skills • Learn how to read nonverbal gestures in others • Look for clues and hidden meanings • 20 most common North American gestures • Common international gestures 4. Dealing with Non-Technical Customers • Communicating clearly with non-technical people 5. Listening and Questioning Skills • Difference between hearing and listening • Active listening • Discuss the barriers to effective listening • How and when to actively listen 6. What is Negotiation? • How and when to negotiate • Impromptu, informal, and formal negotiations • How to negotiate when the boss “ambushes” you • Cultural differences in negotiations • Controlling your emotions • Individual negotiating styles 7. Planning a Negotiation • How to plan for any type of negotiation • The five-minute negotiation • Running a negotiation from start to finish 8. Dealing with Angry Customers and Conflict • What to do and avoid • Dealing with screamers • How to control yourself in times of conflict • Handling conflict in a negotiation 9. Remote and Offshore Teams • Simple rules to ensure open communication 10. Using E-mail, Phone, and Face-to-Face • Advantages and disadvantages of each method • When to use and not use each method 11. Dealing with the Tough Negotiators • Define the three types of tough negotiators • How to stay calm • Plan to deal with any tough negotiator 12. Strategies and Tactics of Negotiation • 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 13. Impasse and Deadlock • An escalation process to help you move forward What You’ll Learn in Class • Internal communication process • Listening and questioning skills • Nonverbal communication • Deal with non-technical people • Negotiation overview • Negotiation process and planning • Deal with tough negotiators Building Communication Skills By learning the art of clear communication and effective negotiation, many of the common communication errors that plague the business environment can be prevented. Our new communication certificate track can help you master these skills. For more information, including courses and price, visit www.globalknowledge.com/certification. Improve your listening and questioning skills. Classroom Learning 3 days $1,995 18 PDUs Classroom Learning GA Atlanta Mar 16-18 NC Raleigh Apr 6-8 ON Ottawa TX Dallas Virtual Classroom e-Learning 4, 6-hour sessions, $1,795 18 PDUs Apr 27-29 Feb 16-18 Virtual Classroom e-Learning Apr 14-17 Jul 14-17 On-Site Learning Call for info. 34 There’s more to see at www.globalknowledge.com/business 1-800-COURSES http://www.globalknowledge.com/certification http://www.globalknowledge.com/training/olm/go.asp?find=BIZA2810&country=United+States http://www.globalknowledge.com/business
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