Course Outline
Module 1
1. Presentation of the objectives and program of the two-day training. Establishment of individual objectives by the trainees, in response to questions in the area:
- Problems or issues that arise during communication with contractors and negotiations, which participants aim to address and resolve during the training.
- Specific competencies (attitudes, beliefs, knowledge, skills) related to negotiation and communication that participants wish to enhance during the training.
Analysis of the competency portfolio of training participants in the areas of communication and negotiation, using a standardized test.
- Discussion of the test results and correct answers.
- Recall of real-life scenarios by training participants that are similar to those described in the test questions.
- Planning for behavioral and action changes, tailored to each trainee, to improve effectiveness in critical communication and negotiation situations.
2. Model of effective communication known as the "stairway to heaven" - a sequence of events (attunement, contact, contract, dialogue, influence, future arrangements) that can be applied during any interaction, regardless of the communication channel: email, phone, or face-to-face conversation.
Practical training on the "stairway to heaven" model, transitioning from "communication hell" (lack of agreement, quarrels, frustration, anger, conflicts, silent wars, disappointment) to "communication heaven" (understanding, agreement, active listening, dignity, respect, clear responsibility distribution). Each trainee will formulate a message to a selected recipient, following the sequence and logic of the "stairway to heaven" model.
3. Contact and contract principles for establishing clear business boundaries in cooperation with contractors, based on Carl Rogers' principles.
Determine why managing boundaries and areas of responsibility, and establishing clear contracts, is crucial and how to do it effectively.
Practical training in setting contract rules and distributing responsibilities (areas and limits of business responsibility). Each participant will draft a contract with a contractor according to the proposed guidelines and determine the distribution of responsibilities.
Module 2
1. The language of effective conversation. Identify language structures that hinder agreement and those that enhance influence, serve as tools for ethical persuasion, and increase the likelihood of developing a win-win agreement.
2. Transition from positions to understanding: interests, intentions, motives, and true needs. Learn how to conduct conversations and ask questions in a sequence that reveals the other party's intentions, interests, motives, and needs, facilitating the development of solutions and agreements.
3. Socratic and Cartesian questions that enhance influence on issues at hand or goals, building trust and win-win agreements in business relationships.
Exercises and skills training using previously learned language structures and sequences of six types of Socratic questions and Cartesian question sequences.
4. Outcome-Based Thinking model - focusing on the desired outcome, what you want to achieve, and what you aim to gain. Practical training in exerting influence during communication and negotiations with contractors.
Module 3
1. Managing difficult situations and business relationships. Practice of linguistic structures (verbal communication) for handling challenging situations and relationships. Dynamics exercises, including five simulations of difficult business scenarios performed in pairs, are designed to enhance participants' skills in managing such situations or relationships.
2. "You message" vs. "I message": Exercise in reformulating language structures from the "You message" (closing an agreement) to the "I message" (opening an agreement).
3. Model of emotional escalation dynamics, which helps participants understand when to constructively confront issues while maintaining control over emotions and addressing the issue rather than the person.
4. Constructive confrontation model based on Non-Violent Communication (NVC) by Marshall Rosenberg. Practice with real situations involving contractors, classifying them according to three criteria for constructive confrontation and then performing constructive confrontation exercises in selected scenarios.
Module 4
1. Understanding the reasons behind clients' resistance to change and their objections.
2. Developing actions and behaviors that counteract and manage client objections.
3. Training in managing client objections, practicing techniques to "disarm" resistance using specific language structures and therapeutic methods to neutralize client resistance and establish agreements.
4. Simulations of conversations with clients, focusing on providing information important to the client at various stages of their decision-making process to prevent resistance and objections, and the stage of responding to and neutralizing client objections.
5. Preparing an individual implementation plan for applying the strategies, tools, and techniques learned during the training.
6. Summary of the training.
Requirements
Testimonials (5)
The active sessions.
Monica Bueno Corral - Fundacion Mon Clinic Barcelona
Course - Effective communication skills
SAMART Goal and Negotiation Concept
Withaya - Babcock Power (Thailand)
Course - Negotiation Skills
Clarity of the discussion. Trainer connects to the participants. Pleasant and happy aura of the trainer.
Mona Liza - IT
Course - Effective interpersonal communication with elements of assertiveness
As it was a 1:1, the personalization of the content.
Patricia - Embraer
Course - Influencing and Avoiding Conflict
Excellent trainer, with the speech completely tailorerd to the audience. A lot of content.
