REFLECTIVE-DIRECTIVE COMMUNICATION TRAINING

Who is this training for?

For decision makers who want to improve their negotiation tactics beyond the assertiveness  toolbox.

Employees of companies and organizations who need to exert influence on potentially adversarial partners online/off-line through communication: customer services, complaint handling units, first respondents, airport and airline staff and employees of security companies. 

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Training topics

There are times when assertiveness is an effective communication tactic. There are times when it isn't. In those situations bringing your own needs, feelings and objectives openly into the exchange is not effective, at times outright dangerous and counterproductive. How do you manage partners over whom you have no power? Who faces no constraints? How to be in control when you are "not dealt a card"?  And most importantly: how do you decide which communication/negotiation tactic serves you best in a given situation? We will lead you through five topics during the training so that you will be able to find the right answers in each particular situation you may face:

• The use of field diagnosis for negotiation tactics selection  

• Attribution and self-reflection in conflict situations

• Purpose and methods of rapport building

• Negotiation tactics: openings, speed control, taking the initiative, retaining, the transaction analysis model and its application 

• Toolkit: 10 different communication systems and their use as a function of the field diagnosis and the situational context

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Methodology

The design of this program is based on our experience in training professional hostage negotiators. We adapted that training methodology to “civilian” situations retaining the principles of reflexive-directive communication but adjusting the training context for everyday use. Hostage negotiators save lives through communication: they build rapport, diffuse tensions, and achieve their objectives against the intentions of a - at least temporarily - all powerful counterpart. Their strategy building and tactical approach is validated by hundreds of situations where the margin for error is minimal. We borrow concepts and tactical moves from their toolbox and teach our trainees how to apply them to familiar situations. Concepts such as "you don't necessarily have to defeat an opponent to achieve your goal" serve as the foundation of teaching the tactical elements of reflexive-directive communication. These include among others the use of self-knowledge in solving conflict, the role of empathy in negotiations and choosing a communication style reflecting on the characteristics of the opposing party. During interactive exercises participants practice each tactical element we cover. Experience-based learning is key to our methodology. Through live practice, we ensure that subject knowledge is associated with an emotion rich, personal  experience and thus trainees can apply what they learn beyond the range of specific situations practiced in training, anywhere, anytime.  

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Delivery

We deliver the reflective/directive communication training to groups of up to 15 trainees. We usually deliver the training  in two half-day sessions in a classroom-like environment at the client's facilities or at our own - as requested.