Telephone Negotiation Skills

Telephone Negotiation Skills
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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