The Art of Negotiation and Conflict Management

This very stimulating and practical two weeks training course: The Art of Negotiation and Conflict Management, introduces the skills required for taking part in successful negotiations and raises participants’ understanding of the background to conflict and the contribution they can make to either calming or escalating the confrontation.

Course Content:

• Introduction and Types of Negotiators
  • What is inegotiation?
  • When is negotiation a good idea?
  • The four elements of an effective negotiation: nterests, Options, Criteria for Fairness, Commitment
  • Soft and Hard Negotiators
  • Negotiating Styles
  • Review of Individual Negotiating Styles
• Negotiation Essentials and Personal Action Plan
  • Preparation for Negotiation
  • Gathering Information
  • Knowing Yourself
  • Best Alternative (BATNA)
  • Walking Away Point (WAP)
  • Challenges of Negotiating
• The sources of conflict in the organisation
  • Triggers to aggressive behaviour
  • Understanding customers’ needs when they are angry
  • Stages of conflict escalation
  • How our safety can be compromised
• Managing conflict
  • Structuring and controlling the conversation
  • Listening and calming the situation
  • Acknowledging difficulties and customer emotions
  • Managing unpredictability (drugs, alcohol, mental illness, etc.)
  • Saying ‘No’ effectively
  • Handling abusive behaviour
  • Solving the problem

Learning Outcome:

By the end of the course, participants will be able to:

• Understand the fundamentals of effective negotiation
• Choose the correct negotiation strategy and style
• Effectively apply the chosen strategy and style
• Negotiate with greater confidence
• Identify Key Triggers that can cause conflict
• Learn how to de-escalate aggressive people
• Learn how to diffuse volatile situations
• Proven step by step techniques for dealing with difficult circumstances
• A blueprint for dealing with potentially violent scenarios
• Recognise different stages of conflict escalation
• Recognise the signs of conflict and aggression
• Maintain composure when responding to conflict and aggression
• Use skills to manage their words, phrases and body language