Effective Communication, Negotiation and Selling Skills in Training Program

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Effective Communication, Negotiation and Selling
Skills in Training Program

• Viera Paliderova
• Student IDC61790
• AOI Institute
• BSBCMM401A Task Two

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Background of A 72 Bungalow Island Resort

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Aim to Presentation

• Bid to capture more conference business in a 72
  bungalow island resort
• Train staffs in effective communication
  negotiation and selling skills

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Aim to Training

• Allow the resort to send any one of them on
  selling missions, whenever needed

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Training 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

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Aim to Communication

• Get information
• Motivate
• Cheat
• Praise
• Make arrangements
• Give advice
• Sell
• Greet
• Abuse
• Etc

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Effective Communication
Effective Communication
productive Relationship
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Give 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
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Use 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

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Use 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

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Use 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.

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Verbally 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

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Verbally 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

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Non 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

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Non 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

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Manage 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

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Manage 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

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Active 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.

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Active 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

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To 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
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Receiving Listening  Feedback
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Listen, dont resist
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Keep calm and keep breathing
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Let your body language show you are receptive
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• Ask questions to make sure youve understood

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Selling 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

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Selling 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.

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Selling 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

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Selling Techniques (CON.)

• The Physical Product Itself
• Competitive features and benefits
• The Deal
• Terms, credit, availability, delivery,
  installation, ongoing support and application
  ideas

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Negotiation skills
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Negotiation skills

• Contents

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Effective 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

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Negotiation skill

• Preparing yourself
• Identify your objectives
• Identify targets
• Know your resistance point
• Adopt the most suitable style
• Time the interaction correctly
• Achieve a deal

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Formal Negotiation

• Favours the party with the strongest power base
• Limits the likelihood of informal talks
• Emphasises the letter of agreement

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Informal Negotiation

• Emphasises the relationship between the two
  parties
• Encourages the spirit of any agreement reached

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Modern Negotiation

• Enables strategic alliances to be built
• Emphasises partnerships
• Builds relationships
• Is effective long term

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Outcomes From Negotiation

• Need to achieve the objective set
• Be of benefit to all parties
• Ensuring a WIN/WIN situation

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Stages 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

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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
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Negotiation skill
Recognising Assertiveness
Effective body language

• 1

• How would you describe this?

Use assertive language

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• What is considered assertive language?

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Negotiation skill
Modern Negotiation
Enables strategic alliances to be built
Emphasises partnerships
Is effective long term
Builds relationships
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Negotiation 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.
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Barriers 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?

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The 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
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Negotiation 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
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Negotiation 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.
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Negotiation skill
A successful Negotiator can

• Build Rapport
• Network effectively
• Work in a team
• Build consensus
• Be persuasive
• Deal with conflict

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Question ?
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Thank you !