NEGOTIATION SKILLS
• Module 1: Introduction to Negotiation
• Module 2: Preparation and Planning
• Module 3: Effective Communication Techniques
• Module 4: Negotiation Tactics and Strategies
• Module 5: Closing and Agreement

HANDLING DIFFICULT CUSTOMERS
• Module 6: Understanding Customer Behaviour
• Module 7: Effective Communication with Difficult Customers
• Module 8: Conflict Resolution and Problem-Solving
• Module 9: Building and Maintaining Customer Relationships

This 2-day training course on Negotiation Skills and Handling Difficult Customers is designed to equip participants with essential techniques and strategies to excel in both negotiation and customer service scenarios.

Day 1 Focuses on mastering the art of negotiation, covering foundational concepts, effective communication, tactical approaches, and closing deals.

Day 2 Addresses the challenges of managing difficult customers, emphasizing understanding customer behavior, conflict resolution, and building lasting relationships.

Through interactive activities, role-playing, and practical exercises, participants will develop the confidence and skills needed to navigate complex interactions and achieve favorable outcomes.

1. Defining Negotiation, identifying its types, and explaining its importance in business contexts.
   
2. Developing clear objectives, understanding the other party’s interests, and creating a robust
   negotiation strategy.
   
3. Enhancing your active listening, questioning techniques, and non-verbal communication to facilitate more effective negotiations and
   customer interactions.
   
4. Mastering various Negotiation Tactics.
   
5. Distinguishing between Distributive And Integrative Negotiation tactics and
   applying appropriate strategies in different
   scenarios.
   
6. Identifying successfully the right moment to close a deal, ensuring clarity and commitment,
   and evaluating negotiation outcomes post-closing.
   
7. Understanding Customer Behaviour and gaining insights into customer psychology, behaviour
   patterns, and the impact of customer satisfaction on business success.
   
8. Handling Difficult Customers Effectively and acquiring skills to communicate clearly, manage emotions, and employ de-escalation techniques
   when dealing with challenging customer interactions.
   
9. Resolving Conflicts and Solving Problems with conflict resolution strategies and problem-solving techniques to address and turn customer
   complaints into opportunities.
   
10. Building and Maintaining Positive Customer Relationships and developing strategies to
    build trust, establish rapport, and maintain
    long-term relationships with customers.
    

• Quizzes. For long, complicated training, stop periodically to administer brief quizzes on
  information presented to that point. Begin sessions
  with a prequiz and also a follow-up quiz.
  
• Small Group Discussions. Break the participants down into small groups and give them case
  studies or work situations to discuss or solve.
  
• Case Studies. Adults tend to bring a problem- oriented way of thinking to workplace training.
  Case studies are an excellent way to capitalize on
  this type of adult learning. By analysing real job-
  related situations, employees can learn how to
  handle similar situations. They can also see how
  various elements of a job work together to create problems as well as solutions.
  
• Active Summaries. Create small groups and
  have them choose a leader. Ask them to summarize the lecture’s major points and have each team leader present the summaries to the class.
  
• Q & A Sessions. Informal question-and-answer sessions are most effective with small groups
  and for updating skills rather than teaching new skills.
  
• Question Cards.
  
• Role-Playing. By assuming roles and acting out situations that might occur in the workplace,
  employees learn how to handle various situations before they face them on the job.
  
• Participant Control. Create a subject menu of what will be covered. Ask participants to review it and pick items they want to know more about.
  
• Demonstrations. Demonstrate the steps being taught or the processes being adopted.
  
• Create A Personal Action Plan.