Course Outline
Module 1
1. Presentation of the two-day training objectives and program.
Participants will establish individual goals by answering questions regarding:
- Problems or issues encountered in communication with contractors and during negotiations, for which participants wish to develop solutions during the training.
- Competencies (attitudes, beliefs, knowledge, skills) related to negotiation and communication that participants aim to improve.
Analysis of training participants' competency portfolios in communication and negotiation using a diagnostic test.
- Discussion of test results and correct answers.
- Recall of real-life situations by participants that resemble the context described in the test questions.
- Planning behavioral changes by each trainee to adopt more effective approaches in critical communication and negotiation situations.
2. The "Stairway to Heaven" model of effective communication—a sequence of events (attunement, contact, contract, dialogue-influence, future arrangements) for effective influence. This model applies to any interaction channel, whether email, phone, or face-to-face.
Practical application of the "Stairway to Heaven" model, moving from "communication hell" (lack of agreement, arguments, frustration, anger, unresolved conflicts, silent treatment, disappointment) to "communication heaven" (understanding, agreement, active listening, dignity, respect, shared responsibility regarding areas and boundaries, clarity of intentions, and clear criteria). Each trainee will formulate a message to a selected recipient, following the logic and sequence of the "Stairway to Heaven" model.
3. Contact and contract: Principles of establishing clear contracts and business boundaries in cooperation with contractors, based on Carl Rogers' principles.
Understanding why managing boundaries, areas of responsibility, and establishing clear contracts is important, and learning how to do it effectively.
Practical exercise in establishing contract rules and distributing responsibility (areas and limits of business responsibility). Each participant will draft a contract conclusion with a contractor according to the proposed rules and determine the distribution of responsibility.
Module 2
1. The language of effective conversation. Identifying language structures to avoid because they hinder agreement, and those to use because they enhance influence, serve as tools for ethical persuasion, and significantly increase the likelihood of a win-win agreement.
2. Moving from positions to understanding: interests, intentions, motives, and true needs. Learning how to conduct conversations and ask questions that reveal the other party's intentions, interests, motives, and needs, facilitating solution development and agreement reaching.
3. Socratic and Cartesian questions that increase influence on the issue or goal, supporting trust-building and win-win agreements in business relationships.
Exercises and skill training using previously learned language structures, along with sequences of six types of Socratic questions and Cartesian questions.
4. Outcome-Based Thinking model—focusing on the desired outcome and results. Practical training in influencing through communication and negotiations with contractors.
Module 3
1. Managing difficult situations and business relationships. Practicing verbal communication structures for handling difficult situations and relationships. Dynamic exercises, including five simulations of challenging business situations performed in pairs, designed to help participants enhance their skills in managing difficult scenarios.
2. "You" messages (closing an agreement) vs. "I" messages (opening an agreement). An exercise in reformulating language structures from "You" to "I".
3. The model of emotional escalation dynamics, helping us understand when to choose constructive confrontation to maintain control over emotions, address the issue, and avoid escalating toward conflict or attacking the person instead of the problem.
4. The constructive confrontation model based on Marshall Rosenberg's Nonviolent Communication (NVC). Practicing real-life situations with contractors, classifying them based on three criteria, and then carrying out constructive confrontation for selected situations.
Module 4
1. Understanding the reasons for client resistance to change and objections.
2. Developing actions and behaviors to counteract and manage customer objections.
3. Training in managing customer objections, practicing the ability to "disarm" resistance using specific language structures and therapeutic techniques to neutralize client resistance and establish agreement.
4. Client conversation simulations, focusing on providing relevant information at different stages of the decision-making process to prevent resistance and objections, and handling the stage of responding to and neutralizing customer objections.
5. Preparation of an individual action plan for implementing the learned strategies, tools, and techniques.
6. Training summary.
Requirements
No prior knowledge is required for this training
Testimonials (3)
Meeting efficiency is something that's fairly "basic", but not thought about a lot and with really large implications on people/company time. Understanding these best practices and keeping them top-of-mind will be of immediate help.
Dan Moffatt - Chris Courtemanche
Course - Personal Efficiency and Managing Meetings
The good relationship that was established from the outset with the trainer and the group. The trainer adapted to the team's dynamics and understood our needs perfectly. It was both super helpful and fun.
Roger Negrete - Fundacion Mon Clinic Barcelona
Course - Effective English Communication: One-Day Training Program
The active sessions.
