         Communication Skills:

• The concept of communication and effective communication.
• Interpersonal communication.
• How team communication breakdown occurs and how to repair it.
• Learning how to read non-verbal signals from others.
• International non-verbal signals you may encounter.
• Non-verbal communication and body language.
• Using your voice to your advantage.
• Identifying obstacles to effective communication and overcoming them.

         Positive and Persuasive Communication:

• Saying "yes" when you know when to say "no."
• Expressing your opinions in a direct and effective manner.
• Participating in meetings and gaining the cooperation of others.
• Using effective positive language.
• Expressing your opinions, thoughts, and requests with confidence.
• Persuasive communication – winning the approval of others.
• Ensuring that your communication is clear, specific, and easy to understand.
• Understanding and acquiring vital listening skills.
• Enhancing questioning skills and information cross-referencing.
• The difference between hearing and listening.
• Learning effective listening skills.
• Obstacles that hinder effective listening.
• How and when to listen effectively.

         Negotiation Strategies and Tactics:

• When and how to negotiate.
• Impromptu, informal, and formal negotiations.
• Cultural differences in negotiations.
• Controlling your emotions.
• Individual styles in negotiation.
• Planning for any type of negotiation.
• What if you had thirty seconds to make your case?
• Achieving negotiation from start to finish.

         Difficult Situations – Confidence-Filled Communication:

• Creating a positive impression.
• Conveying difficult or sensitive messages.
• Gaining the cooperation of others and diffusing conflicts.

         Dealing with Angry Individuals and Conflict Situations:

• What you should do and avoid.
• Dealing with complainers.
• How to control yourself in conflict situations.
• Handling conflict situations in negotiations.

         Dealing with Difficult Negotiators:

• Identifying types of difficult negotiators.
• How to stay calm.

•           A plan for dealing with any "difficult" negotiator