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Crucial Conversations and Managing Difficult Situations

2 DAY COURSE The Essence of Management & Employee Confidence

Course Overview

Crucial Conversations and Managing Difficult Situations workshop is a dynamic and engaging program that
provides participant with the knowledge and confidence to ensure that issues are effectively dealt with before
they turn into time and resource-wasting crises. The program ultimately gives them the skills to lead effective and
harmonious teams that thrive on open and honest communication and shared goals. The art of successful
negotiation is the careful exploration of opposing positions with the goal of achieving a positive win -win
outcome. Through a series of case studies and self-reflection, this course will provide you with insight into your
personal negotiation style, critical thinking and necessary actions required at each phase of the process.

Key Learning Outcomes

Your negotiation style - Identify your current negotiating style and how to adapt it depending on the
situation and context.
Influence and negotiation - How to put your needs across in an appealing and assertive manner.
Negotiation strategies - Adopt a win-win approach so both parties feel positive when the negotiation is
Positional vs. interest based negotiations - Positional bargaining involves making demands, but
collaboration based on the interests of both parties is what makes a good agreement.
Implementing negotiation on the merits - Four points to deal with the fundamental elements of a
Separating people from the problem - How to stop the outcome becoming entwined with the people
Phases of the negotiation process - Negotiation is an ongoing activity with distinct phases.
Planning a course of action - What will you do if the negotiation doesnt proceed as you would like?
Negotiation for buying and selling - Combining empathy for the other persons situation with your own
responsibilities for a commercial outcome.
Tactics, problems and dirty tricks - Practical techniques to employ when you encounter challenges.

Learning outcomes Core competencies

Identify your current negotiation style and how to adapt to suit different contexts
and situations. This course supports the
development of the following
Recognise the required actions at each phase of the negotiation process.
core competencies:
Use tools and techniques to enable effective planning, delivery and review of
negotiation situations. Conflict Management
Integrity And Trust
Improve your planning during the pre-negotiation period through early
Interpersonal Savvy
identification of potential issues and ensuring your priorities are established. Negotiations.
Use strategies to overcome negotiation barriers and pitfalls while improving
cooperation between parties.
The ability to negotiate effectively and achieve defined objectives is critical to business success. We have all
seen unresolved conflicts derail even the most important projects, resulting in costly delays.

This workshop is specifically designed to enhance the skills and confidence of managers, supervisors &
employees when they are faced with the need to handle potentially confrontational situation such as:

Performance management
Staff Appraisals
Behavioral & personals Issues
Team Standards & Norms
Aggressive customers & difficult situations

Crucial Conversations and Managing Difficult Situations is a dynamic and engaging program that provides
participants with the knowledge & confidence to ensure that issues are efficiently dealt with before they turn
into time and resource wasting crises. This program ultimately gives them the skill to lead effective and
harmonious team that thrive on open and honest communication and shared goals.


The mind-set, behavioral traits and skills-set of an effective negotiator

Knowing and understanding your negotiation abilities and qualities
Negotiation process versus content
Preparatory tactics management:
Timing and Setting
Diagnose explicit and hidden needs versus wants: at organizational and individual level
Control the Time, Place, and Person negotiation climate
Questions and statements to reinforce common ground, needs and interest
How to Communicate in Negotiation
Body language During Negotiation for Greater Advantage
Listening Skills to Improve on Negotiated Results
Managing Critical Questioning and answering techniques
Internal team control signals for team negotiation
Understanding What is BATNA
How to apply opening tactics in a negotiation?
How to choose from the general tactics to move your negotiation toward a desired direction
How to apply counter tactics in different settings
Steps for concession-making & gaining
Positive signals to close the negotiation
How to Handle Difficult Negotiators


employ powerful and dynamic presentations techniques that will increase knowledge, enhance learning,
heighten motivation and awareness
include role play sessions and other experiential activities to make learning more effective and real
include interactive tools to probe the comfort zone
include group discussions and feedback to maximize the participants learning abilities

Target Audience

All corporate professionals and individuals who need to negotiate with business associates, vendors, customers
and colleagues in any setting.
Course Facilitator
Mr. Ron Palmer
Ron Palmer is a Managing Director and prior to consulting held several Executive General Management, Human
Resources Management, Industrial Relations and Project Management roles across several different industry
sectors. His 25 years of Management experience includes working in senior HR positions for Multinational Icons such
as ICI, ARCO and Rio Tinto. He has worked and lived in Australia, USA, UK and Saudi Arabia. Ron has spoken at
Conferences in USA, Australia, Indonesia, Vietnam, Malaysia, Singapore, Sri Lanka, Pakistan and Korea on Talent
Management and Performance Management practices and has written several thought provoking publications
on HR subjects.

A Certified Member of the Australian Human Resources Institute (AHRI) and has won an AHRI Excellence Award.
He also co-authored a book, Developing Motivational Performance Reviews in 2000, with Ken Gray. Known as
one of Asia Pacific's leading Human Resources Analysts, Ron can be relied upon to develop Human Resources
Management Strategies that will challenge traditions and optimize business outcomes. Ron has assisted more than
50 organizations to develop new Performance Review Systems. He has assisted more than 100 organizations review
and improved their L&D Systems. He also assists Coal Mining Industry Service Providers, and other small to medium
sized businesses, become more successful by assisting them with their growth and business strategies.

Recent Feedback & references on this course

1. I have recommended that this training should be conducted for others departments that
deal with the customers. Excellent course to attend

2. This was my first course of this kind and I found it very fruitful, enjoyable and interactive

3. I like having learned that negotiation techniques which can be managed as a structural
process supported academically & practically for continuous improvement

4. The case studies were very good as was the video on persuasion. Putting together SWOT,
creativity, concessions strategy and trust building made this course very interesting
Register Today & Avail Special Offer

** Register two delegates at the regular fee & Third delegate would be free**
For More information/registration:

Leisure Commerce Square - No 9. Jalan PJS 8/9, 46150 Petaling Jaya, Kuala Lumpur, Malaysia
PH: +603 20274751 Fax: +603 78651533 Web:

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