Title: Effective Communication, Negotiation and Selling Skills in Training Program
1Effective Communication, Negotiation and Selling
Skills in Training Program
- Viera Paliderova
- Student IDC61790
- AOI Institute
- BSBCMM401A Task Two
2Background of A 72 Bungalow Island Resort
3Aim to Presentation
- Bid to capture more conference business in a 72
bungalow island resort - Train staffs in effective communication
negotiation and selling skills
4Aim to Training
- Allow the resort to send any one of them on
selling missions, whenever needed
5Training Plan
- Importance and use of communication and listening
techniques - Use of effective selling techniques
- Ways how to negotiate effectively
- Detailed analysis of persuasive communication
- Pros and cons of any audiovisual equipment
- Specific physical requirements of a presenter
- How to asses and read audience reaction and
reception
6Aim to Communication
- Get information
- Motivate
- Cheat
- Praise
- Make arrangements
- Give advice
- Sell
- Greet
- Abuse
- Etc
7Effective Communication
Effective Communication
productive Relationship
8Give good information
- Use precise, memorable and powerful words
Support your words with visual aids
Communication
Give demonstration
Provide examples/metaphors/analogies
Use the other person language
9Use Positive Cooperative Communication
- Soften the you'd or change the into I to avoid
sounding pushy - Instead of Youll have to., say Could
you. Or Would you be able to. - Focus on the solution , not the problem
- Instead of Were out of mild., say I will pop
down the shop for some milk
10Use Positive Cooperative Communication (CON.)
- Turn cant's into cans
- Instead of We cant do that until next week,
say Well be able to do that next week - Take responsibility dont lay blame
- Instead if Its not my fault, say Heres what
I can do to fox that
11Use Positive Cooperative Communication (CON.)
- Say what do you want , not what you dont want
- Instead of Dont drive too fast, say Drive
carefully - Focus on the future , not the past
- Instead of Ive told you before not to, say
From now on. - Share information rather than argue or accuse
- Instead of No, youre wrong, say I see it like
this.
12Verbally Assertive People
- Make statements that are honest, clear, brief,
and to the point - Use I statement Id like, I appreciate, I
think - Distinguish between fact and opinion
- Ask, dont tell
- Offer improvement suggestions, not advice and
commands
13Verbally Assertive People (CON.)
- Offer constructive criticism, free of blame,
assumptions, and shoulds - Ask questions to find out the thoughts and
feelings of others - Respect the rights of others as well as their own
rights - Communicate mutual respect where the needs of two
people conflict, and look for mutually acceptable
solutions
14Non VerballyAssertive People
- Make appropriate eye contact
- Sit or stand firmly and comfortably erect
- Gesture openly to support their comments
- Speak in a clear, steady, firm tone of voice
15Non VerballyAssertive People (CON.)
- Maintain open, steady, relaxed facial
expressions, smiling when pleased, frowning when
angry - Speak a steady, even pace, emphasizing key words,
with few awkward hesitations
16Manage Body Language
- Sit or stand at right angles and on the same
level, and respect peoples personal space zones - Use open gestures and body language
- Center your attention exclusively on the other
person - Lean slightly forward to show interest a bit
further forward to apply pressure, slightly back
to reduce pressure
17Manage Body Language (CON.)
- Maintain appropriate eye contact while listening
to encourage the speaker increase eye contact to
apply pressure reduce it to lower pressure - Respond appropriately by basing your responses on
what the other person has just said - Be relaxed and balanced to make relaxed and open
communication easier
18Active Listening Skills
- Paraphrasing meanings Translate into your own
words what the speaker has said - Reflecting feelings when someone is expressing
emotion or feelings or looks emotional (upset,
angry, excited), convey your empathy and
encourage the speaker to continue - Reflecting facts briefly summarize the content,
or factual aspects, of what the speaker has said.
19Active Listening Skills (CON.)
- Synthesizing blend several ideas of the speaker
into one theme or idea - Imagining out loud imagine what it must be like
to be in the speakers place
20To Listen More Effectively
Attend physically
- The right body language helps us to focus on
the speaker and encourages the speaker to give us
more information
Attend mentally
- Follow the speakers flow of thought, listen to
understand, not evaluate listen first, then
assess
Check it verbally
- Paraphrase, clarify, probe further, summarize
your understanding
21Receiving Listening Feedback
1
Listen, dont resist
2
Keep calm and keep breathing
3
Let your body language show you are receptive
4
- Ask questions to make sure youve understood
22(No Transcript)
23Selling Techniques
- Tell customers about a variety of products and
services - Link the customer to any support people in your
organization who can help, advise or add value to
the customer's use of products and services
24Selling Techniques (CON.)
- Respond promptly to customer inquiries and stay
in touch with a number of people in the
customers organization, not just the top
decision makers. - Initiate discussions about innovative ways
customers can solve problems or improve
operations, and work with them to act on these
potential improvements.
25Selling Techniques (CON.)
- Show interest in customers future goals and
operations in addition to helping them solve
existing problems and meet current needs - Refer to your experience with other organizations
to show customers that you understand their
business and industry and are qualified to meet
their needs
26Selling Techniques (CON.)
- The Physical Product Itself
- Competitive features and benefits
- The Deal
- Terms, credit, availability, delivery,
installation, ongoing support and application
ideas
27Negotiation skills
28Negotiation skills
29Effective Negotiation
- Is an important communication skill
- Reaches the agreement that best meets both sides
requirements - Should be conducted in a professional manner
- Be a solid foundation on which to build future
relationships
30Negotiation skill
- Preparing yourself
- Identify your objectives
- Identify targets
- Know your resistance point
- Adopt the most suitable style
- Time the interaction correctly
- Achieve a deal
31Formal Negotiation
- Favours the party with the strongest power base
- Limits the likelihood of informal talks
- Emphasises the letter of agreement
32Informal Negotiation
- Emphasises the relationship between the two
parties - Encourages the spirit of any agreement reached
33Modern Negotiation
- Enables strategic alliances to be built
- Emphasises partnerships
- Builds relationships
- Is effective long term
34Outcomes From Negotiation
- Need to achieve the objective set
- Be of benefit to all parties
-
- Ensuring a WIN/WIN situation
35Stages to Successful Negotiation
- Exchange information
- Assess Wants, Needs, Information
- Find the middle ground which is fair reasonable
to both - Firm up a mutually agreeable solution
36 Negotiation skill
Skilful listening to improve understanding
Assertion skills
Influence by using interpersonal skills
Negotiation
Emphasise issues, break up large issues
Make careful note of actions decided
Approaches to Resolve Conflict
Approaches to Resolve Conflict
37Negotiation skill
Recognising Assertiveness
Effective body language
- How would you describe this?
Use assertive language
- What is considered assertive language?
38Negotiation skill
Modern Negotiation
Enables strategic alliances to be built
Emphasises partnerships
Is effective long term
Builds relationships
39Negotiation Strategy
- Opening Exploration
Create movement - Create Closure
Finish
The Process
Stress the Difference
Agree Boundaries
Deny Need
Agree Boundaries On which the negotiation will
focus. Deny the need A deliberate strategy in
which both parties play down their need for a
particular outcome. From the outset skilled
negotiators will play up the fact that they do
not believe the outcome will be successful.
40Barriers to Listening
Negotiation skill
- Dialogue of the deal - Both sides within a
discussion, intent on making their own point, may
fail to listen to each other. - Experience - The parties may have had bad
experiences of negotiations in the past. - Familiarity - Can be a crucial disabler when
negotiating. - Skim Listening - Picking up on key words and
missing vital parts of the conversation.
- Attention span Are you focused or distracted?
41The Levers Of Influence
Negotiation skill
- Pull Skills
- Creating rapport
- Authentic listening
- Skilful questioning
These Pull techniques also involve the effective
use of non-verbal communication.
Consider carefully how you want to build the
relationship with someone who you will be
negotiating with.
Creating rapport Posture Voice Tone
Volume Gesture Eye Contact Facial
expressions How we occupy our space
42Negotiation skill
Pull Levers
Questioning Have a questioning strategy
USE Hypothetical questions Defining questions
Probing questions
The aim is to use effective questioning skills to
Help build rapport Obtain accurate
information Obtain other peoples opinion
43Negotiation skill
- Assertiveness is
- Saying what you mean
- Meaning what you say
- Asking for what you want clearly
- Listening to what the other person is saying
- Being honest about what is relevant
- Being prepared to look for a workable compromise
Being Assertive during a negotiation is the best
way to achieve a win/win outcome. Conduct your
conversation with clarity, confidence and an open
mind.
44Negotiation skill
A successful Negotiator can
- Build Rapport
- Network effectively
- Work in a team
- Build consensus
- Be persuasive
- Deal with conflict
45Question ?
46Thank you !