Frontline Negotiation Skills

This online course seeks to provide front line staff who deal with client enquiries or complaints with skills in negotiation and conflict resolution. The course will provide practical strategies and tools for preparing for and engaging in effective conversations. We will look at how to conduct an interest-based negotiation and delve in collaborative group discussions and role plays that explore the different elements of this style of communication. The course will also cover some strategies for dealing with difficult conversations and unreasonable behaviour.