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I sland Resort Communication, N egotiation and Selling Skill Training. By Green Yang. Communication Skill Part. What is Communication?.
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Island Resort Communication,Negotiation and Selling Skill Training By Green Yang
What is Communication? COMMUNICATION IS THE ART OF TRANSMITTING INFORMATION, IDEAS AND ATTITUDES FROM ONE PERSON TO ANOTHER.COMMUNICATION IS THE PROCESS OF MEANINGFUL INTERACTION AMONG HUMAN BEINGS.
ESSENTIALS OF COMMUNICATIONDos • Always think ahead about what you are going to say. • Use simple words and phrases that are understood by every body. • Increase your knowledge on all subjects you are required to speak. • Speak clearly and audibly. • Check twice with the listener whether you have been understood accurately or not • In case of an interruption, always do a little recap of what has been already said. • Always pay undivided attention to the speaker while listening. • While listening, always make notes of important points.
ESSENTIALS OF COMMUNICATIONDON’Ts • Do not instantly react and mutter something in anger. • Do not speak too fast or too slow. • Do not speak in inaudible surroundings, as you won’t be heard. • Do not assume that every body understands you. • Do not interrupt the speaker. • Do not jump to the conclusion that you have understood every thing.
Negotiation Skill Part
Negotiation • Negotiation is a process which takes place when two or more interdependent parties who have different needs and goals, work together to find a mutually acceptable & beneficial outcome.
Why do negotiationsfail? • Getting too emotional • Focus on personalities, not issues • Not trying to understand the other person (too focused on our own needs) • Wanting to win at all costs • Regarding negotiation as confrontational
A successful negotiator needs to be…. • Professional • Confident, Relaxed, at ease • Open, honest, sincere & credible • Respectful of other peoples vales
Four Stage of Negotiation • Stage 1 : Preparation • Stage 2 : ExchangingInformation • Stage 3 : Bargaining • Stage 4 : Closing and Commitment
Stage 1 : Preparation • You are fully briefed on the subject matter of the negotiation • You are clear about your objectives and what you are trying to achieve:The LIM Model:Like to Achieve (most favoured option, ideal settlement)Intend to Achieve (expected result, realistic settlement)Must Achieve (fall back position, bottom line) • You have worked out your tactics and how best to put your case. • You have tried to figure out what the other parties objectives will be • You have gathered background information (personalities involved, power balance, attitudes etc.)
Stage 2 : Exchanging Information • This is the single most important stage of negotiation. Both parties will be trying to find out and understand the other’s position and requirements. • Successful negotiators ask twice the number of questions and spend over twice the amount of time acquiring and clarifying information than do average negotiators.
Stage 3 : Bargaining • As soon as a number or term is mentioned by one party, you have begun to move out of information exchange and into bargaining.... • Exchange of terms • Never give a concession....trade it reluctantly
Stage 4 : Closing and Commitment • Your judgement : Is this best and final offer? If yes: • List the agreement in detail • List the points of explanation, clarification and interpretation • Record agreed summary with all at the table • Re-start negotiations if any dispute over agreement
Most people can be categorised as “hard” or “soft” negotiators. • Do you fall into either category?
Soft • Tends to see negotiators as friends • Sees agreement as the goals prepared to make concessions to cultivate the relationship • Is willing to trust the other side • Is willing to modify position at an early stage
Hard • Sees negotiators as opponents or adversaries • Sees victory as the goal • Demands concessions to establish a relationship
You? • We all have certain tendencies influenced by our socialisation, our personalities, and above all by our managerial histories…. • Rate yourself as ‘hard’; or ‘soft’, and give some evidence for this.
The Successful Combination : • (a) Separate personality and issues: don’t see the issues as necessarily reflecting in any way on your personality – hard or soft. An important point should be made with conviction, and without fear as to the negotiator’s image • (b) See the other side’s case unemotionally: try to be objective about your case, and the case of your opponent. This is the best way to serve your client. • (c) Avoid confrontation: confrontation is the weak point of hard and soft negotiators alike. The hard negotiator will find that (s)he is required to lose face to accept a compromise, or allow negotiations to fail when it is not in client’s best interests that they should do so. The soft negotiator is more likely to succumb to pressure from a more aggressive counterpart. Be calm!
Face-to-Face Communication Employees who have direct contact with customers known as ‘front-of-house’ staff Within facilities this might include: • staff at admission points • information desks
Face-to-Face Communication Customer satisfaction depends in part on the information and assistance that staff can provide. Front-of-house staff should be able to help customers at all times. To achieve this, all staff should receive regular training so that all customer enquiries can be dealt with effectively.
Interpreting Customer Needs and Expectations • Understanding the different types of customer that your organisation attracts • This is based on experience and market research • There is a clear need for staff training to be provided in order to achieve this aim
The Need to Focus on Selling Skills The sector skills council for the hospitality, leisure, travel and tourism industries is known as ‘People 1st’ This body publishes data drawn from the National Employer Skills Survey (NESS)
The Need to Focus on Selling Skills In 2003, they measured the skills that employers were finding it hard to obtain from applicants. In brief, the most important shortage areas were: • Communication skills –53% of employers with skills shortage reported difficulties in this area
The Need to Focus on Selling Skills • Customer handling skills – 46% of employers cited problems in this area • Problem solving skills – 35% of employers reported problems in this area Employers need to focus strongly on training and development in order to address these problems, and boost staff skills
The Need to Focus on Selling Skills • According to People 1st, almost 60% of employers in the sector in England have provided training and development in the past 18 months. • Training is usually provided in job-specific skills.
