Negotiation Skills and Handling Difficult Customers

09-10 Dec, 2024, CONCORDE HOTEL KUALA LUMPUR

IPA Training is Registered with

Learn from the Best

DR ANGELINE ANN SAMUEL
PHD in Behavioural Economics NUS
Bachelor of Software Engineering (Hons), University of Staffordshire
CEO & Founder Of A TECH
Certified Ethical Hacker (CEH)
Computer Hacking Forensic Investigator (CHFI)


Dr Angeline is an experienced specialist in Professional Development and Digital Marketing. She has been
spearheading a global development company, primarily the management consulting wing specializing in providing
world class professional development, human capital development and social media marketing solutions. She was
involved with ensuring progressive growth of the business through management of its Advisory functions. Currently
she is the CEO of a digital marketing firm in Malaysia.


Her everyday role entails: strategic planning, managing and leading teams in diverse roles, sales/ marketing/
advisory/ operations management, digital marketing, market expansion strategies, business development initiatives,
competitive & market intelligence, determining pricing strategies and control and monitoring of budget/spend of
products under the portfolio.


Her unique interpretation of online business allows her to travel the globe as a speaker, trainer and consultant,
working with multiple organisations.

 

Her Client’s include :
• SIRIM , Malaysia
• MATA , Malaysia
• Palace of the Golden Horses, Malaysia
• Royal Chulan, Malaysia
• Bank Islam, Malaysia
• B Braun Malaysia
• Total Worx Asia
• Lafarge Cement
• PETRONAS Malaysia
• Dragon Oil Dubai
• Halliburton
• Zimbabwe Power Corporation
• Canon
• National Bank Of Malawi
• PNG Ports Corporation Limited
• Qatar Petroleum Company
• Qatar Petrochemical Company (QAPCO)
• The Tanzania Institute Of Bankers
• Alinta Energy Sydney, Australia
• Celestica Malaysia Sdn Bhd
• Mozambique Airlines (LAM)
• Base Titanium, Zambia
• Arabian Pipes Co, Saudi Arabia

• Al Abdullatif Manufacturing & Investment Co, Saudi Arabia
• Saudi Aramco, , Saudi Arabia
• PNG Ports Corporation Limited
• Vanuatu National Provident Fund
• La’ala Al Kuwait Real Estate Establishment, Kuwait
• Hikma Pharmaceuticals, Jordon
• Jordan Bromine Company Limited
• Al Samer JCI Controls, Saudi Arabia
• Tanga Cement, Tanzania
• Arab Potash Company, Jordan
• Base Titanium, Kenya
• Egyptian Banking Institute
• First Gulf Bank, Abu Dhabi
• Saudi International Trading Company Limited
• Mopani Copper Mines PLC
• Prysmian Cables

Venue Details

CONCORDE HOTEL KUALA LUMPUR
2, Jalan Sultan Ismail,, 50250 Kuala Lumpur., - 50250
Phone : (603) 2144 2200

https://kualalumpur.concorde hotelsresorts.com/

Contact us

Juliany,
03 2283 6109
juliany@ipa.com.my

Phoebe,
03 2283 6100
phoebe@ipa.com.my 

FOR CUSTOMISED IN-HOUSE TRAINING
Jane,
03 2283 6101
Jane@ipa.com.my

ADDRESS 
A-28-5, 28th Floor, Menara UOA Bangsar, 
No.5, Jalan Bangsar Utama 1, 
59000 Kuala Lumpur
www.ipa.com.my

FOCUSING ON

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

OVERVIEW

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.

AFTER ATTENDING THIS COURSE YOU WILL RETURN TO YOUR JOB…
  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.
WHO SHOULD ATTEND
Industries:
Sales and Marketing:
Professionals in this industry constantly engage in negotiations and need to maintain robust customer relationships.
Real Estate: Agents and brokers benefit from negotiation skills to close deals and manage diverse client expectations effectively.
Banking and Finance: Employees in these sectors often negotiate terms with clients and handle sensitive customer interactions.
Retail: Managers and customer service representatives need effective negotiation and customer management skills to enhance customer satisfaction and resolve conflicts.
Healthcare: Administrators and healthcare providers can utilize these skills to negotiate with suppliers and handle patient relations.
Hospitality and Tourism: Essential for staff to negotiate vendor contracts, manage bookings, and maintain excellent customer service under pressure.
METHODOLOGY
  • 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.
DAY 1
 

DAY 1: NEGOTIATION SKILLS

9:00

MODULE 1: INTRODUCTION TO NEGOTIATION

  • The negotiation process
  • Common negotiation mistakes
  • The role of communication in negotiation
  • Group discussion on personal negotiation experiences
10.45

MODULE 2: PREPARATION AND PLANNING

  • Setting clear objectives and goals
  • Understanding the other party’s interests and needs
  • Developing a negotiation strategy
  • Case study analysis
  • Role-playing exercises
12.00

MODULE 3: EFFECTIVE COMMUNICATION TECHNIQUES

  • Active listening and questioning techniques
  • Non-verbal communication
  • Building rapport and trust
  • Managing emotions during negotiations
1:00 Lunch
2:00

MODULE 4: NEGOTIATION TACTICS AND STRATEGIES

  • Distributive vs. integrative negotiation
  • Common negotiation tactics (e.g., anchoring, concession-making)
  • Dealing with difficult negotiators
  • Collaborative negotiation techniques
  • Tactics demonstration and discussion
3:45

MODULE 5: CLOSING AND AGREEMENT

  • Identifying when to close a negotiation
  • Techniques for closing deals
  • Ensuring clarity and commitment
5:00 End of Day 1
DAY 2
 

Day 2: HANDLING DIFFICULT CUSTOMERS

9:00

MODULE 6: UNDERSTANDING CUSTOMER BEHAVIOUR

  • Customer psychology and behaviour patterns
  • Identifying different customer types
  • Understanding customer expectations
  • The impact of customer satisfaction on business
10.45

MODULE 7: EFFECTIVE COMMUNICATION WITH DIFFICULT CUSTOMERS

  • Active listening and empathy
  • Clear and assertive communication
  • Managing emotions and staying calm
  • Techniques for de-escalation
1:00 Lunch
2:00

MODULE 8: CONFLICT RESOLUTION AND PROBLEM-SOLVING

  • Conflict resolution strategies
  • Problem-solving techniques
  • Turning complaints into opportunities
  • Group brainstorming sessions
3:45

MODULE 9: BUILDING AND MAINTAINING CUSTOMER RELATIONSHIPS

  • The importance of customer relationships
  • Building trust and rapport with customers
  • Techniques for maintaining long-term relationships
  • Handling follow-up and feedback
5:00 End of Course