Here is our core curriculum:
MANAGING CLIENT EXPECTATIONS
This 2 day workshop applies the fundamental building
blocks of managing vendor/client communication. Participants
apply questioning and paraphrasing skills to explore and
clarify client expectations, influence client opinion, negotiate
differences, and manage client dissatisfaction. MCE is a
prerequisite to the Negotiation and Client Relationship
This 3 day workshop coaches line and relationship managers in the skills and strategies of cooperative and productive
negotiations, ranging from daily issues to contracts. These are key
areas: rigorous advanced preparation, application of a structured
negotiation model, preventing unrealistic commitments and
unnecessary concessions. A series of simulations covers every
area of a mock negotiation.
CUSTOMER RELATIONSHIP MANAGEMENT
This 4 day workshop for key Relationship Managers promotes influencing clients to partner in service and relationship improvements and in joint strategic planning. Participants explore
how to analyze the culture, structure, and political characteristics
of complex client organizations, then how to gain deeper and
broader access. Activities include individual and group projects
and multiple practice simulations to apply key principles.
This multi-day workshop supports an organization-wide initiative to rigorously and fairly manage individual performance. The central elements are a series of simulations where participants practice manager/subordinate performance related discussions.