By the end of this training program, participants will be able to:
• Identify the role and importance of office and administrative work, the individuals responsible for it, and its impact on organizational success.
• Acquire time management skills that positively influence workflow efficiency.
• Apply verbal and written communication strategies necessary for performing responsibilities effectively.
• Enhance communication skills using modern communication tools and technologies.
• Develop a service-oriented attitude aimed at satisfying both internal and external clients.
• Identify the main causes of work pressure and apply techniques to manage and control it effectively.

Communication and Negotiation Skills – Course Outline

❖ Understanding Communication with Others
• The nature and objectives of communication
• Strategies for deepening interaction with others
• Human behavior motives and patterns
• Factors influencing impression formation about others
• Components of communication
• Barriers to effective communication
• Effective communication skills

❖ Principles of Effective Communication
• Active listening – levels of attentiveness
• Written communication skills
• Handling complaints (types of customers: dissatisfied – skeptical – obstructive – hesitant – shopper – impulsive – talkative – friendly – closed – dry – know-it-all)

❖ Understanding Your Personality and Others’
• How to develop an effective plan for good communication

❖ Organizational Communication
• The relationship between communication and organizational performance
• Types of communication
• Formal communication
• Barriers to organizational communication

❖ Interdepartmental Collaboration
• Team culture
• Coordination and integration between departments and divisions
• Using effective communication channels
• Case study: effective interpersonal communication
• Communication skills for persuasion, negotiation, and conflict management
• Communication methods with supervisors and subordinates
• Writing and presenting reports as a means of effective administrative communication in organizations

❖ Concept and Definition of Negotiation
• The nature of negotiation
• The scope of negotiation
• Practicing negotiation
• Preparation, negotiation, and discussion
• The five negotiation styles
• The importance of dialogue and persuasion

❖ Behavioral Skills in Persuading Others
• Negative behaviors in negotiation
• Negotiation styles
• How others perceive your negotiation approach
• The negotiation process
• Reviewing the negotiation process
• Stages and conditions of negotiation and persuasion
• The three phases of negotiation
• The importance of thorough preparation

❖ Preparing for Successful Negotiations through Seven Key Stages
• Acquiring techniques to maintain progress
• Managing the entire negotiation process professionally
• The five stages of face-to-face negotiation
• Desired goals of negotiation and persuasion skills
• Fundamental rules of negotiation (creating the right atmosphere)
• Elements of effective negotiation (knowledge – communication – listening)
• Practical applications on negotiation and persuasion skills