Course Outline
Module 1
1. Presentation of the objectives and program for the two-day training.
Participants will establish individual objectives in response to questions in the following areas:
- Problems or issues encountered during communication with contractors and during negotiations, which participants wish to resolve through solutions developed during the training.
- Competencies (attitudes, beliefs, knowledge, skills) in negotiation and communication that participants aim to improve.
An analysis of the competency portfolio of training participants regarding communication and negotiation using a test.
- Discussion of test results and correct answers.
- Participants will recall real-life situations similar to the situational contexts described in the test questions.
- Each trainee will plan behavioral and action changes 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 applicable to any interaction regardless of the communication channel (email, phone, or face-to-face).
Practical training on the "Stairway to Heaven" model, moving from "communication hell" (lack of agreement, quarrels, frustration, anger, escalating conflicts, silent wars, disappointment) to "communication heaven" (understanding, agreement, active listening, dignity, respect, and clear distribution of responsibility: defined areas and boundaries of responsibility, clarity of intentions, and clarity of criteria). 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 contracts and business boundaries in cooperation with contractors, based on principles developed by Carl Rogers.
Understanding why managing boundaries, areas of responsibility, and establishing clear contracts is important, and how to do so effectively.
Practical training on establishing contract rules and distributing responsibility (areas and limits of business responsibility). Each participant will draft the conclusion of a contract with a contractor (following proposed rules) and define the distribution of responsibility.
Module 2
1. The language of good conversation. Identifying language structures to avoid because they hinder agreement, and identifying structures to use because they enhance influence, serving as tools for ethical persuasion, and significantly increasing the likelihood of developing win-win agreements.
2. From positions to knowing: interests, intentions, motives, and true needs.
Learning how to conduct conversations and the sequence of questions that reveal the intentions, interests, motives, and needs of the other person, facilitating the development of solutions and agreements.
3. Socratic and Cartesian questions that increase our influence on the issue at hand or the goal, supporting the building of trust and win-win agreements in business relationships.
Exercises and skills training using previously learned language structures, sequences of six types of Socratic questions, and sequences of Cartesian questions.
4. The Outcome-Based Thinking model: thinking in terms of desired outcomes—what I want to achieve and what I want 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 managing difficult situations and relationships. Dynamic exercises (five simulations of challenging business situations to be performed in pairs) focusing on non-verbal communication, designed to help participants elevate their skills in managing difficult situations or relationships.
2. "You" messages (closing an agreement) vs. "I" messages (opening an agreement). An exercise reformulating language structures from "You" messages to "I" messages.
3. The model of emotional escalation dynamics, which helps us understand when to decide on constructive confrontation to maintain control over emotions, address the issue, and avoid escalating into conflict or dealing with the person instead of the problem.
4. The model of constructive confrontation developed based on NVC (Non-Violent Communication) by Marshall Rosenberg. Practice with real situations occurring with contractors, which trainees will classify (according to three criteria) for constructive confrontation, and then carry out constructive confrontations based on their chosen situations.
Module 4
1. Understanding the reasons for clients' resistance to change and their objections.
2. Developing actions and behaviors (what we can do) that serve 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 agreements.
4. Simulations of client conversations, focusing on providing clients with information important to them at different stages of their decision-making process to prevent resistance and objections, as well as practicing the stage of responding to and neutralizing customer objections.
5. Preparation of an individual implementation plan for the strategies, tools, and techniques learned during the training.
6. Summary of the training.
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.
