Interpersonal communication, with elements of negotiation.

No prior knowledge is required for this training

Szkolenie wzmocni wiedzę z zakresu

• Anyone in the organization who wants to improve their competencies, (attitude, knowledge, skills) in the area of interpersonal communication and negotiation.
• Employees of sales and customer service departments
• Entrepreneurs engaged in activities related to the sale of services or products

Educational purpose of the training

Training in the form of practical work workshops, focused on training to improve skills in the area of interpersonal communication. The training will prepare participants to effectively conduct communication and negotiation processes, taking into account all "barriers" at the various stages of the communication process, in an honest, open,
orderly and understandable to the interlocutor. Which will affect the effectiveness of the processes of
of communication and negotiation, with people of different styles and skills, with the overriding
result will be agreement and effective cooperation, serving to achieve the goals of the organization
and build a culture of the organization whose market advantage will be skills in the area of
of effective interpersonal communication.

Objective of attending the training

• You will learn modern strategies, tools and techniques for effective exertion of influence, that you will apply in communication and negotiation processes.
• You will plan an effective strategy for exerting influence, using the learned models, a sequence of key events for your upcoming important conversations and business negotiations.

Benefits of attending the training :

You will practice the models and tools you have learned, increasing your skill level, that have the greatest impact on results, the communication and negotiation process.

The training will strengthen your knowledge
From the area of leadership psychology, interpersonal communication, with elements of business negotiations.

The training will strengthen skills in the area of 

• Influencing
• Skills of constructive confrontation
• The ability to enforce agreements and contracts made
• The ability to reach out and tune in to the interlocutor.
• The ability to manage one's own and the interlocutor's emotions, especially under stress.
• The ability to select arguments, logical and rational, from which a business justification.
• The ability to explain cause and effect, enriched with arguments emotional, to effectively influence a change in people's beliefs and actions.

Training will strengthen competencies :

• Influencing
• Building business relationships based on clear boundaries and areas of responsibility
• Business
• Reading situations
• Taking control of a situation to get business done
• Managing counterparty objections
• Asking questions effectively
• Active listening
• Thinking critically (cause and effect)
• Discovering the truth (rational cause and effect analysis based on facts)

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/issues that occur, in the process of communication, during communicating with contractors and during negotiations, in the participants of the training, to which they want to develop solutions during the training.
• Competencies (attitudes, beliefs, knowledge, skills) of negotiation and communication skills that participants want to improve during the training.

Analysis of the competency portfolio of training participants in the area of communication and negotiation, using a test.

• Discussion of the test results and correct answers.
• Recall of real-life situations by training participants that are similar to the situational context described in the questions in the test.
• Planning to change behavior and actions, by each trainee, to more effective ones, in critical situations in the process of communication and negotiations.

2. Model of effective communication "stairway to heaven" - sequence of events, (attunement,
contact, contract, dialogue - influence, future arrangements) of effective influence,
which can be applied during any interaction regardless of the channel of communication:
email, phone, f2f conversation.

Practical training of the model: "stairway to heaven", from "communication hell" (lack of
agreement, quarrels, frustration, anger, swollen conflicts, silent wars,
disappointment) to "communication heaven" (understanding, agreement, active
listening, dignity, respect, distribution of responsibility: that is, areas and boundaries of
responsibility, clarity of intentions, clarity of criteria). Each trainee will,
will formulate a message to a selected recipient, going through the sequence and logic of events of the
of the "stairway to heaven" model.

3. Contact and contract, the principles of establishing clear contracts and business boundaries, in
cooperation with contractors, based on principles developed by Carl Rogers.

Determine why the issue of managing boundaries and areas of responsibility and
establishing clear contracts is important and how to do it effectively.

Practical training in establishing contract rules and distribution of responsibility (areas and
limits of business responsibility). Each participant of the training, will make a determination
the conclusion of a contract with a contractor (according to the proposed rules), and determine the
distribution of responsibility.

Module 2

1. The language of good conversation. Determine what language structures we should
renounce because they make it difficult to reach an agreement, and what structures
we should use because they increase our influence, are tools and instruments of
of ethical persuasion, and significantly increase the chance of developing a
win-win agreement.

2. From positions to knowing: interests, intentions, motives and true needs.
Learning how to conduct a conversation and the sequence of asking questions that,
allow you to get to the intentions and interests and motives and needs of the other person, which
helps to work out a solution and reach an agreement.

3. Socratic and Cartesian questions that increase our influence on the issue we have
to deal with / on the goal, supporting the building of trust and win-win agreement, in
business relationships.

Exercises and skills training, using previously learned language structures and the
sequences of six types of Socratic questions and sequences of Cartesian questions.

4. Outcome Based Thinking model - Thinking in terms of the outcome, what I want to
achieve, what I want to get. Practical training in exerting influence, in communication and
negotiations with contractors.

Module 3

1. Managing a difficult situation and business relationship. Practice of linguistic structures
(verbal communication) for managing a difficult situation and relationship. Dynamics
exercises, (five simulations of difficult to manage business situations, which
trainees, will perform in pairs) in the area of non-verbal communication,
has been designed in such a way that the participants of the simulation can raise their
level of skills, managing a difficult situation or relationship.

2. You message, (closing an agreement) vs. I message (opening an agreement). Exercise, reformulation of language structures from the You message to I.

3. Model of the dynamics of emotional escalation, which allows us to understand when we should
decide to confront constructively in order to have control over emotions and deal with the issue and not escalate towards conflict and deal with the person instead of the the issue.

4. Model of constructive confrontation developed on the basis of NVC (non-violent communication Violence) by Marshall Rosenberg. Practice of real situations that occur with contractors, which the trainees will classify (according to three criteria)
for constructive confrontation and then carry out, constructive confrontation, of their chosen situations.

Module 4

1. What are the reasons for clients' resistance to change and their objections.

2. Develop actions and behaviors (what we can do) that have the function of counteracting and managing customer objections.

3. Training in managing customer objections, practicing the ability to "disarm" resistance, using language structures, therapeutic technique of disarming resistance of the client, which serve to "neutralize the resistance" of the client and establish an agreement.

4. Simulations of conversations with the client, with a focus on providing client information that is important to him at different stages of his decision-making process in order not to lead to his resistance and objections, and the the stage of responding to customer objections, neutralizing customer objections.

5. Prepare an individual plan for the implementation of the learned during the training: strategies, tools and techniques.

6. Summary of the training.