Dated : 8 Apr 2020 1 Institute of Service Excellence @ SMU Suite of Programmes Training Engagement Overview Course Title Service Management : Strategies for Negotiation and Communication Training Duration 2 Days (16 hours) Course Fees Please refer to our ISE programmes website for Fees & Funding options https://ise.smu.edu.sg/programmes Programme Overview This dynamic aspect cannot be undermined as we interact with internal and external stakeholders, business-to-business customers (B2B) or end-user customers (B2C). Achieving sustainable success and building differentiated memorable relationships rests largely on how we manage our business engagements. This programme is designed to provide participants with the knowledge and techniques to becoming a master negotiator. You will learn the art of making deals whilst using a variety of tools for creating and enhancing mutual value with your customers. Course Objectives • Negotiation tactics and frameworks: Essential tools and approaches for both capturing and creating value, negotiation planning frameworks, and tactics for opening the negotiation, countering, responding optimally, and BATNA/WATNA. • Mental biases and traps: Learn how to manage our natural cognitive biases such as overconfidence, overinvestment, anchoring and availability recall biases. • Persuasion Skills: practice techniques for presenting your position, and your request, optimally so that parties are more likely to say “yes” to your request. Techniques include how to build common ground, appeal to likeability, build trust, and how to make a more effective concession.
Transcript
Dated : 8 Apr 2020
1
Institute of Service Excellence @ SMU Suite of Programmes Training Engagement Overview
Course Title Service Management : Strategies for Negotiation and Communication
Training Duration 2 Days (16 hours)
Course Fees Please refer to our ISE programmes website for Fees & Funding options https://ise.smu.edu.sg/programmes
Programme Overview
This dynamic aspect cannot be undermined as we interact with internal and external stakeholders, business-to-business customers (B2B) or end-user customers (B2C). Achieving sustainable success and building differentiated memorable relationships rests largely on how we manage our business engagements.
This programme is designed to provide participants with the knowledge and techniques to becoming a master negotiator. You will learn the art of making deals whilst using a variety of tools forcreating and enhancing mutual value with your customers. Course Objectives
• Negotiation tactics and frameworks: Essential tools and approaches for both capturing and
creating value, negotiation planning frameworks, and tactics for opening the negotiation,
countering, responding optimally, and BATNA/WATNA.
• Mental biases and traps: Learn how to manage our natural cognitive biases such as
overconfidence, overinvestment, anchoring and availability recall biases.
• Persuasion Skills: practice techniques for presenting your position, and your request, optimally
so that parties are more likely to say “yes” to your request. Techniques include how to build
common ground, appeal to likeability, build trust, and how to make a more effective concession.
Dated : 8 Apr 2020
2
Content Topics & Curriculum • Capturing value
• Tools and frameworks fornegotiation
• Techniques to increase value and the size of the pie
• Persuasion techniques
• Techniquesto limit cognitive bias
• Techniques to avoid classic landmines
• Case role play and debrief
Note: Content topics & curriculum will form the basis of the 2 day training outline. The updated outline agenda will be provided before the commencement of each class due to enhancements from time to time. Generic Skills and Competencies (GSC)
Leadership Virtual Collaboration (based on SSG Skills Framework GSC reference guide) Range of Active Learning Strategies & Instructional Methods
Dated : 8 Apr 2020
3
The Facilitating Team The Institute of Service Excellence (ISE) partners with best-in-class industry practitioners or SMU teaching faculty to deliver the most effective content which suits the needs of industry sectors and organisations. Please refer to our programmes page on the appointed trainer(s) supporting us with this course. Programmes Website : https://ise.smu.edu.sg/programmes About Institute of Service Excellence @ SMU The Institute of Service Excellence at SMU (ISE@SMU) was set up to ensure that businesses in Singapore continue to stay competitive by focusing on understanding consumers and satisfying their needs. The Institute’s flagship study, the Customer Satisfaction Index of Singapore (CSISG), also provides an unbiased, data-driven insights into customer satisfaction and loyalty as well as a benchmark of service competitiveness across 28 industry sub-sectors including finance, info-communications, healthcare, tourism and retail. Building upon the nationally adopted service competency framework and working in concert with academic faculty from the Singapore Management University, the Institute has developed an integrated training curriculum aimed at equipping professionals with the latest frameworks and industry best practices, The workshops are designed for individuals in senior leadership positions and high-potential managers, and feature a multi-faceted and cross-functional curriculum that aims to inject capabilities and expertise to support the drive for service excellence. These include modules in leadership and people management, service innovation and customer experience design as well as measurements and analytics.
