Service Management: Strategies For Negotiation And Communication
- Innovation & Business Improvement
This programme is conducted on-campus.
2 days
Weekdays (9am - 6pm)
SMU
Who Should Attend
Professionals with managerial and/ or stakeholder management responsibilities where negotiation, conflict resolution and influencing others plays a key part in business deliverables.
Overview
With organisations allocating ever more resources in their strategies and channels, a critical stage to determine whether a deal is clinched is the manner in which the negotiation and communication process was handled.
This dynamic aspect cannot be undermined as we interact with internal and external stakeholders, business-to-business customers (B2B) or end-user customers (B2C). Achieving sustainable success and building differentiated memorable relationships rests largely on how we manage our business engagements.
This module is available on a standalone basis.
Learning Objectives
- Negotiation tactics and frameworks: Essential tools and approaches for both capturing and creating value, negotiation planning frameworks, and tactics for opening the negotiation, countering, responding optimally, and BATNA/WATNA
- Mental biases and traps: Learn how to manage our natural cognitive biases such as overconfidence, overinvestment, anchoring and availability recall biases
- Persuasion Skills: practice techniques for presenting your position, and your request, optimally so that parties are more likely to say “yes” to your request. Techniques include how to build common ground, appeal to likeability, build trust, and how to make a more effective concession
Topic/Structure
- Capturing value
- Tools and frameworks for negotiation
- Techniques to increase value and the size of the pie
- Persuasion techniques
- Techniques to limit cognitive bias
- Techniques to avoid classic landmines
- Case role play and debrief
Assessment
As part of the requirement for SkillsFuture Singapore, there will be an assessment conducted at the end of the course. The mode of assessment, which is up to the trainer’s discretion, may be an online quiz, a group/ individual presentation or based on classroom exercises.
Participants are required to attain a minimum of 75% attendance and pass the associated assessment in order to receive a digital Certificate of Completion issued by Singapore Management University.
Calculate Programme Fee
Fee Table
| COMPANY-SPONSORED | |||
|
PARTICIPANT PROFILE |
SELF-SPONSORED |
SME |
NON-SME |
|
Singapore Citizen < 40 years old Permanent Resident LTVP+
|
$654 (After SSG Funding 70%) |
$254 (After SSG Funding 70% |
$654 (After SSG Funding 70%) |
|
Singapore Citizen ≥ 40 years old |
$254 (After SSG Funding 70% |
$254 (After SSG Funding 70% |
$254 (After SSG Funding 70% |
|
International Participant |
$2,180 (No Funding) |
$2,180 (No Funding) |
$2,180 (No Funding) |
All prices include 9% GST
Post Secondary Education Account (PSEA)
PSEA can be utilised for subsidised programmes eligible for SkillsFuture Credit support. Click here to find out more.
Self Sponsored
SkillsFuture Credit
Singapore Citizens aged 25 and above may use their SkillsFuture Credits to pay for the course fees. The credits may be used on top of existing course fee funding.
This is only applicable to self-sponsored participants. Application to utilise SkillsFuture Credits can be submitted when making payment for the course via the SMU Academy TMS Portal, and can only be made within 60 days of course start date.
Please click here for more information on the SkillsFuture Credit. For help in submitting an SFC claim, you may wish to refer to our step-by-step guide on claiming SkillsFuture Credits (Individual).Workfare Skills Support Scheme
From 1 July 2023, the Workfare Skills Support (WSS) scheme has been enhanced. Please click here for more details.
Company Sponsored
Enhanced Training Support for SMEs (ETSS)
- Organisation must be registered or incorporated in Singapore
- Employment size of not more than 200 or with annual sales turnover of not more than $100 million
- Trainees must be hired in accordance with the Employment Act and fully sponsored by their employers for the course
- Trainees must be Singapore Citizens or Singapore Permanent Residents
- Trainees must not be a full-time national serviceman
- Trainees will be able to enjoy ETSS funding only if the company's SME's status has been approved. To verify your SME's status, please click here.
Please click here for more information on ETSS.
Absentee Payroll
Companies who sponsor their employees for the course may apply for Absentee Payroll here. For more information, please refer to:
AP Guide (Non-SME Companies)
Declaration Guide (SME Companies)
Intake Information
Next Intake: 11 & 12 Mar 2025 [Open for Registration]
Testimonials
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