This course is designed at entry level for people who have to negotiate – especially with debts owed to the organisation. The roles may be in customer service, credit or finance etc. The skill of negotiation can be an overwhelming topic and this course gives a very good overview and fun practical look at the basics required for successful negotiating.

Duration: 1 Day

Prerequisites: There are no prerequisites for this course


Overview of negotiation

  • What is negotiation?
  • What is good negotiation?
  • What makes a good negotiator?
  • Outcomes of negotiation

Debt Negotiation stages

  • Four Stages of Debt Negotiation

Building the relationship

  • Building rapport
  • Selling yourself

Communication is a negotiation

  • Communication overview
  • Elements of communications
  • Questioning skills
  • Listening skills
  • Your approach
  • Paraphrasing

Handling objections

  • Resistance versus refusal
  • Understanding objections
  • Types of objections
  • Five Steps to deal with objections

Completing the negotiation


  • How to close the agreement
  • Four ways to close the agreement
  • Examples
  • When to terminate the conversation
  • Follow Ups

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