Negotiation and Conflict Management.1

"The Audit Community's First Stop for Professional Speaking, Consulting and Training Services"

Home

Keynote Topics

Training Programs

Consulting Services

Executive Coaching

About JPA

Guest Book

A Synopsis: Taking Charge of Your Work Environment: How To Resolve Conflicts, Negotiate and Persuade People Positively

This two- to three-day program is highly participatory. It includes interactive discussions, role playing, many exercises, self-assessments, videotaping (in the three-day program only) that will be used for feedback, coaching and actually making specific behavioral changes as needed. Appropriate individual and group exercises are included, such as:

Specific exercises on listening, feedback and negotiation skills
Exercise to help participants see the power of subtle persuasive and influencing communications skills
Actual negotiation practice based on real situations in the company

The program is designed to not only help people become excellent negotiators; it includes communications and critical thinking skills that help people operate as a leader, originator and manager of ideas and actions, and to develop ongoing, collaborative relationships with the other party. In other words, to operate as an internal consultant and be perceived as a provider of excellent service. Whether one is negotiating with internal or external customers, all these skills are necessary for maximum results.

TAKING CHARGE OF YOUR WORK ENVIRONMENT: HOW TO RESOLVE CONFLICTS, NEGOTIATE AND PERSUADE PEOPLE POSITIVELY

DAY ONE

Introduction

	Internal auditor as "internal consultant"
	Internal auditor's mission statement

Leadership Skills

	How to motivate employees to perform
	Leader vs. manager
	How to carry out win/win negotiations between you and the auditees
	Learn the "wiifm" principle and how managers make it work for them
	Developing specific words, phrases and statements to get others to listen to you when you are at an equal or senior level of position

Communicating to Make a Difference

	Communicating for results you want
	How to come across to others
	Reinforce positive behavior
	4 steps to handle anger in yourself
	Discover strengths and challenges in communicating
	Understanding differences in attitudes and perceptions (why people say the crazy things they say)
	How we are perceived by others and how to influence others' perceptions

Auditing and General Communication Skills

	Understanding anger and frustration
	Ability to work through confrontations
	Holding people accountable for results
	Getting the meaning behind the words
	Using your ears to listen
	Using your eyes to listen
	How to use all of your senses to listen
	Subtle voice intonations and what they mean
	Discovering your own specific channeling method
	Learn how to talk to other people's specific channel for listening

Discovering Your Own Communication Style

	Understanding your own personal pattern of communication
	How it affects your ability to communicate with others
	How to choose the most appropriate response for most situations
	Giving clear instructions to others on your audit team
	Listening powerfully: how to hear what they're saying
	Learn how to give and receive information
	Knowing when and how to communicate forcefully
	The importance of being brief and concise
	Asking questions and checking out assumptions
	Knowing when and how to communicate delicate information to a review committee

Influencing Skills for the Auditor

	How to build rapport quickly
	Understanding specific tactics and recognizing when they are being used on you
	Taking control of a conversation
	How to stay in control
	Using time to your benefit
	The use of negotiation and mediation skills
	The importance of doing your homework
	Wedge questions - drawing others out

DAY TWO

How to Handle "Difficult People"

	Beyond labels
	Why labeling people "back stabber," "dictator," etc. is so dangerous
	Understanding how difficult people think
	What motivates difficult people
	Role of conflict - the link between conflict and difficult people
	Need vs. want
	How conflict can make "easy" people "difficult"

Conflict Resolution Skills for Auditors

	How conflict evolves
	7 steps to resolving conflict between auditors, managers and other departments in the company
	Creative thinking vs. critical thinking
	How to mediate
	Personal power
	Avoiding the wrong approach

Avoiding Conflict

	Why the least important part of your conversation is what you say
	How to get on anyone's wavelength in 2 minutes
	Turning resistance into compliance
	Building rapport in order to build support
	Avoiding conflict in telephone conversations

Controlling Conflict

	5 key statements to insure you are not contributing to the problem
	How to keep your cool under fire
	3 key strategies for not taking it personally
	Understanding the 3 stages of conflict
	Short-circuiting with 3 key words
	Turning anger into agreement
	How to make venting a solution instead of a problem
	Resolving a conflict through fact-finding

Negotiating for Results

	Negotiation as a conflict resolution tool
	Negotiation as a persuasion tool
	Identifying needs and analyzing attitudes
	Determining your style of negotiation
	Determining the negotiation styles of others
	Creating an effective negotiation environment
	Seating arrangements and presentation
	Body language
	Establishing a win/win atmosphere
	The basics of negotiation
	Avoiding negotiation pitfalls - lack of preparation and giving away too much too soon
	Negotiating on positions vs. negotiating out problems
	Determining what to give away
	When to give in; when not to give in
	Defusing angry confrontations
	Dealing with last minute demands
	Negotiating when win-lose is your only option
	Dealing with liars, bullies, and con artists
	Unloading a loaded agenda
	3 techniques for negotiating with your boss

DAY THREE

Persuasive Communication: The Auditor and Auditee

	How to identify different types of difficult people
	Discovering what is behind people's resistance to cooperating and refusing to give information to auditors
	4 specific steps to turn around the "difficult" auditee
	Handling an individual that gives you too little information

Understanding and Handling Corporate Culture and Politics

	Understanding the "culture" of your company
	The ropes to skip and the ropes to know
	When to push and when to go around
	Forming alliances and networking in the corporation
	How to maintain your integrity in business organization

Managing Stress to Improve Your Performance

	Techniques for handling everyday stress
	How to handle conflict professionally in the course of an audit
	How workaholism increases stress and reduces productivity - when workaholism can work to your advantage

OVERVIEW

This program will be highly participatory including lectures, discussions with question and answer, role playing, video feedback that will be used for coaching and actually making specific behavioral changes needed by the auditor. Appropriate individual and group exercises, such as:

	Specific exercises on listening, feedback and negotiation skills
	Exercises to help partiicipants see the power of subtle persuasion and influencing communication skills