1. -Create and distribute value -Address interests -Make and manage concessions
1.1. to be trusted, you must be genuine! There are two tools you will need from your negotiator's toolbox in the Bargaining Stage, the Probe and Creativity.
2. 5 STAFE OF NEGOTIATION
2.1. 1. PREPARE
2.1.1. -begin understand interest - develop fact base -identify potential value
2.1.1.1. 5 key elements -intial points to consider -research covers -analysis include -identification your and their business -know the relationship you want to build
2.2. 2. INFORMATION EXCHANGE
2.2.1. -Discovering and creating value -Assess interests -Build rapport and trust
2.2.1.1. Four Critical Assessments are made in the Exchange Stage: 1.Trustworthiness – Are they honest and dependable? 2.Competency – Are they credible and able? 3.Likeability – Can you work well together? 4.Alignment of Interests – Are your interests aligned with theirs?
2.3. 3: Bargain
2.4. 4. Conclude
2.4.1. -Capture value -Confirm interests have been met -Thank them
2.4.1.1. It is important to find out if the other side has the capacity to follow through with the things they said they would do.
2.5. 5. Execute
2.5.1. -Expand value -Addressing changing interests -Strengthen relationships
2.5.1.1. must ensure that you follow through on promises made in order to strengthen the relationship and to build trust.
3. CUSTOMER SERVICE SKILLS THAT EMPLOYEE NEEDS
3.1. Without them, you run the risk of finding your business in an embarrassing customer service train-wreck, or simply losing customers as your service continues to let people down
3.2. 1 Patience
3.3. 2. Attentiveness
3.4. 3. Clear Communication Skills
3.5. 4. Knowledge of the Product
3.6. 5. Ability to Use "Positive Language"
3.7. 6. Acting Skills
3.8. 7. Time Management Skills
3.9. 8. Ability to "Read" Customers
3.10. 9. A Calming Presence
3.11. 10. Goal Oriented Focus
3.12. 11. Ability to Handle Surprises
4. 3.5 TEAMWORK
4.1. means that people will try to cooperate, using their individual skills and providing constructive feedback, despite any personal conflict between individuals.
4.2. 3.5.2 THE IMPORTANT OF TEAMWORK IN THE WORKPLACE.
4.2.1. 1. Teamwork is efficient work 2. Teams self-monitor In teamwork, many people have responsibility for the same goal. Most significantly, teammates observe and depend on the quality of each other’s work. When one team member’s performance dips, the others have the knowledge and motivation to help them improve. 3. Teams innovate faster 4. Teamwork can create healthy competition 5. Teamwork promotes strong working relationships • Communicate well with each other • Support and motivate each other
5. COMMUNICATION & NEGOTIATION
5.1. KEY IN EVERY ASPECT OF LIFE(NESCESSARY FOR SUCESS
5.2. A COMMUNICATION INTENDED TO RECONCILE DIFFERENCES BETWEEN PARTIES AND TO SETTLE CONFLICT JOINTLY.
5.2.1. -WIN WIN POSITION
5.2.2. REQUIRES LEARNING EXPERIENCE, TALENT AND PRINCPLE