CM-108 CHALLENGING COMMUNICATION: PERSUASION, NEGOTIATION AND CONFLICT MANAGEMENT

CM-108 CHALLENGING COMMUNICATION: PERSUASION, NEGOTIATION AND CONFLICT MANAGEMENT

DESCRIPTION

Do you have challenging conversations with the audit client?  Influencing, persuading and negotiating win-win solutions without conflict is an art form. Almost everything we do in our work environment requires negotiation – with colleagues, with bosses and with the client. Challenging conversations can be eliminated or minimized with a firm grasp of the science behind how influence and persuasion work.

This course teaches you how to strengthen your skills of influence, increase your ability to persuade, and negotiation without conflict.  In addition, this course will teach you conflict management skills when conflict cannot be avoided. This course is activity packed and you will learn through lecture, video, real-life case studies and plenty of exercises.

LEARNING OBJECTIVES:

  • Learn the science of influence and persuasion
  • Know when, and when not to, negotiate
  • Learn how to develop and effective plan for negotiating
  • Understand how to increase trust and work though low trust situations
  • Identify ways to develop flexible responses to conflict situations
  • Implement strategies to improve communication

COURSE OUTLINE

Influence

  • What is influence?
  • Pervasive influence
  • Outcomes of influence and persuasion

ATTiC Characteristics – Components of Influence

  • Agents – Appearances, Three C’s, Identification, Charisma
  • Targets – Collectivism, Suggestibility, Age, Motivation
  • Tactics – Outcomes, Persuasion, Inspiration, Listening, Power Bases, Positioning
  • Context – Authority, Scarcity, Social Proof

Dark Side of Influence

  • Fraudsters – Bernie Madoff | Andy Fastow | Elizabeth Holmes
  • Machiavellianism
  • Narcissism
  • Psychopathy
  • Males versus females
  • Toxic Triangles

Influence, Persuasion and Ethics

  • Ethical persuader vs. con-man
  • Professional skepticism

Negotiation

  • Why and when to negotiate
  • Hopeful power of negotiation
  • The other side

The Negotiator and Preparation

  • Knowledge and I FORESAW IT
  • Practicing
  • Rapport, empathy and credibility
  • Skilled Listening

Negotiation Styles

  • Interest-based bargaining
  • Position-based
  • Principle-based
  • Game Theory
  • Negotiating creatively
  • Negotiating competitively – Distributive negotiating
  • Sharp tactics – micro-asks, limited authority, commitment

Negotiating When Trust is Low

  • Trust Mechanisms
  • BATNA – Best Alternative to Negotiated Agreement
  • WATNA – Worst Alternative to Negotiated Agreement
  • Options versus Alternatives

Negotiating as an Auditor

  • Informational interviewing
  • Negotiation marketing
  • Healing from conflict

Persuasion Tools and Techniques

  • Agreement
  • Let me serve your interests
  • Storytelling
  • Questioning and active listening
  • Generosity

Cross Cultural Negotiations

  • The challenges
  • Behaviors versus the issue and solutions
  • Common differences
  • Solving conflict

Conflict Management

  • An adversary system
  • Win-win versus compromise
  • Perception, perspective and punctuation
  • Managing emotions
  • Goals – the many, the multiple and the changing
  • Conflict styles

Impression Management

  • Handshakes
  • Self-Promotion versus Ingratiation
  • Impression Management in Group Efforts
  • Selling and being sold
Duration

CPE

Delivery

Field

Level

Who Should Attend

Prerequisites

Advanced Preparation

2 Days

16

Group-Live

Auditing

Intermediate

Internal auditor staff and management of all levels

Auditors with at least 2 years of experience

None