International Institute for Learning, Inc.
Leadership and Interpersonal Skills
The Art of Negotiation
Managing Difficult Conversations to Achieve Shared Goals
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Traditional Classroom
Course No.:
1 Day
7 PDUs / 0.7 CEUs
Virtual Classroom
Course No.:
Two 3-hour sessions
6 PDUs / 0.6 CEUs
Course Level:



About the Program
Confidence, rapport, curiosity, and patience are essential ingredients to successfully handling a difficult conversation and negotiation. In this course, you will learn to identify and manage aspects of a negotiation, distinguish needs from wants, and manage expectations.

The course will cover communication best practices, strategies for handling difficult conversations, and the basics of the art of negotiation.

Who Should Attend
This course is for anyone in customer support roles.

Performance Focus

  • Defining negotiation concepts and models
  • Improving customer relationship management skills
  • Recognizing different ways of resolving a conflict

 What You Will Learn
You’ll learn how to:

  • Master the different ways to say “no”
  • Determine negotiation strategies based on typical client strategies
  • Develop solutions to break deadlocks

Course Overview

Getting Started

  • Introductions
  • Course structure
  • Course goals and objectives
  • Establishing personal learning objectives

Foundation Concepts

  • Exercise: Most Challenging Scenarios and Outcomes
  • Debrief:  Impact versus intent
  • Addressing customer expectations
  • Needs versus wants
  • Key skills for managing customer relationships
    • Elicitation (requirements gathering)
    • Communication and active listening
    • Sensitivity and empathy

Handling Difficult Conversations

  • Saying “no”
  • The Ladder of Inference
  • 4-Step approach for handling difficult conversations
  • Characteristics of a trusted advisor

Communication Best Practices

  • Attunement and active listening
  • Exercise:  Identifying Effective Techniques
  • Communication pitfalls and best practices
  • Building rapport and influence
  • Words of wisdom
  • Exercise:  Reflection on Challenges

Negotiation Strategies

  • Negotiation basics
  • Five phases of negotiation
  • Identifying different strategies
    • Traditional versus Progressive
    • Hard – Soft – Principled
    • Exercise:  Your Preferred Techniques
  • Selecting appropriate strategy for project negotiations
    • Common pitfalls to avoid
    • The impact of culture on negotiation
  • Looking at conflict through the lens of negotiation
  • Exercise: Mapping a Resolution


  • What did we learn, and how can we implement this in our work environment?
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