Provides both a set process and personal skills that can be drawn upon to improve negotiating success. The focus is on looking for calm ‘win/win' outcomes that provide benefits for all involved.

1. Identify the four stages of the negotiating cycle (Decide, Empathize, Act and Learn
[DEAL])
2. Learn that careful research and planning before the face-to-face negotiation process is a critical foundation upon which to build a successful outcome
3. Understand the tactics and techniques of negotiation and learn to assess their use and deploy them yourself
4. Use and apply listening and questioning techniques that help to make successful negotiation ‘closes'

1. Being clear about your objectives
2. Assessing the other party's needs
3. Separating major from minor issues
4. Determining your ‘opening' strategy
5. Building bridges of rapport
6. Using ‘persuasion' not ‘coercion'
7. Trading your concessions
8. Reading and using negotiation ploys
9. Asking probing questions and listening carefully
10. Assessing closing responses
11. Confirming your understanding and improving