Negotiation skills
Featured in the Excellent Customer Service training manual
By Susan Iacovou & Caroline Clemie
Category: Customer Service
Credit price: 4 download credits (Single user)
Excellent negotiation skills are an integral part of excellent customer service. We negotiate every day with our internal customers or suppliers, yet we often overlook the importance of these discussions. How can we satisfy our customers if we can’t effectively negotiate the best deal for them behind the scenes? This training resource looks at building on the team’s negotiation skills by teaching them a logical four-stage process. This gives the team the necessary background knowledge and practical skills to be successful in negotiation and achieve a win-win situation.
You introduce the training resource by asking the team to define ‘negotiation’ and decide when it is appropriate to use negotiation in practice. You talk the team through each stage of the four-stage negotiation process, and the team have an opportunity to think about the logic and ideas behind the process. You ask the team to use the four-stage process in a practical role-play, with an observer in each group to provide feedback to the team as a whole. Finally, you lead a discussion with the team on the hot tips to remember when negotiating in the workplace.
Who is it for: This training resource is intended for use by trainers to help participants learn how to use positive negotiation skills that result in excellent customer service relationships.
- Themes:
- Communication,
- Creative thinking,
- Planning,
- Reaching consensus,
| Resource Type: | Activity |
| Min Group Size: | 4 |
| Max Group Size: | 20 |
| Typical Duration: | 01:45:00 |
| No of Pages: | 32 |
Resources: View standard resources for Fenman training activities
Purpose: This training resource is intended for use by trainers as a stand-alone exercise to improve the negotiation skills of the team. It can also be used as part of a customer service skills training programme.
Download the training activity, Negotiation skills as featured in the Fenman training manual; Excellent Customer Service