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 Management Workshops.

NEGOTIATION
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.

PERFORMANCE MANAGEMENT
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.