Negotiation Skills & Dispute Resolution

OBJECTIVES:

• examined the key principles underlying the negotiation process
• practiced and developed those techniques in negotiating with customers, suppliers and staff
• sharpened the skills involved in managing and/ or participating in team negotiations.
• analyzed and diagnosed the causes of dispute, and the many approaches to managing and intervening in disputes large and small
• Explored issues in depth, generate multiple options, evaluate options, and develop acceptable solutions with the parties
• Practiced mediation, facilitation, coaching, negotiation and a range of other conflict intervention processes in a safe environment with feedback

PROGRAMME DETAILS:

• What is ‘Negotiation’?
• Skills and qualities of an effective negotiator
• Negotiating styles
• Influencing styles
• Principles of negotiation
• Key concepts in negotiation
• Preparing an effective negotiating strategy

• Trade concessions
• Identifying the variables and building a power base.
• Signaling - the importance of words, phrases and gestures
• Adopting a win / approach
• Exercise
• Recognizing and employing the relevant tactics at each stage
• Sharpening questioning and listening skills
• Trade concessions
• Planning and Preparation

• How to communicate effectively in negotiation
• Verbal and non verbal communication
• Questioning skills in negotiation
• Listening skills
• Negotiation Styles
• Retaining Logic
• Strategy and Tactics
• Power and perceived power
• Exercise
• Negotiation counter tactics

• Personal analysis
• Managing conflict and communicating with different styles
• Successful behaviours in negotiations
• Signaling positive behaviour
• Questioning techniques
• Gaining control through questions
• Managing difficult negotiations
• Negotiation mistakes
• Disputes and cohesion in groups
• Functions and dysfunctions of conflict
• Approaches to dispute management
• Dispute resolution processes and the advantages and disadvantages of each
• Understanding conflict dynamics and the implications for dispute resolution
• The mediation process, including assessing suitability for mediation and effective client representation in mediation