Participants will learn:

• Internal communication process
• Listening and questioning skills
• Nonverbal communication
• Deal with nontechnical people
• Negotiation overview
• Negotiation process and planning
• Deal with tough negotiators

Who Should Attend :

• Anyone who wants to improve his or her ability to communicate with others and to negotiate more effectively within the workplace.
• All Manager and purchasing head sector  .

Course Outlines :

1. Creating a Customer Focus

• The consequences of poor communication
• Your role in creating a customer focus at work

2. Communication Skills

• Interpersonal communication
• Your role in ensuring clear communication on the team
• How team communication breaks down and how to fix it

3. Nonverbal Communication Skills

• Learn how to read nonverbal gestures in others
• Look for clues and hidden meanings
• The 20 most common North American gestures
• Common international gestures

4. Dealing with Non-Technical Customers

• How to communicate clearly with non-technical people

5. Listening and Questioning Skills

• The difference between hearing and listening
• The practice of active listening
• Discuss the barriers to effective listening
• How and when to actively listen

6. What is Negotiation?

• How and when to negotiate
• Impromptu, informal, and formal negotiations
• How to negotiate when the boss "ambushes" you
• Cultural differences in negotiations
• Controlling your emotions
• Individual negotiating styles

7. Planning a Negotiation

• How to plan for any type of negotiation
• The five-minute negotiation
• Running a negotiation from start to finish

8. Dealing with Angry Customers and Conflict

• What to do and avoid
• Dealing with screamers
• How to control yourself in times of conflict
• Handling conflict in a negotiation

9. Remote and Offshore Teams

• Simple rules to follow to ensure open communication

10. Using E-mail, Phone, and Face-to-Face

• Advantages and disadvantages of each method
• When to use and not use each method

11. Dealing with the Tough Negotiators

• Define the three types of tough negotiators
• How to stay calm
• Plan to deal with any tough negotiator

12. Strategies and Tactics of Negotiation

• Spot and diffuse the dirty tricks
• Common games people play
• Counter ploys
• Use of physical settings to watch out for
• Managing your team in a negotiation

13. Impasse and Deadlock

• An escalation process to help you move forward