Lesson 1: Active Listening and Mirroring
1. Pay attention to verbal and non-verbal cues.
2. Use open-ended questions.
3. Mirror language and tone.
4. Paraphrase and summarize.
5. Show empathy.
Lesson 2: Tactical Empathy
1. Acknowledge emotions.
2. Show understanding.
3. Use phrases like "I understand" or "I see."
4. Reflect emotions back.
5. Empathize without taking sides.
Lesson 3: Negotiation Strategies
1. Use calibrated questions.
2. Make calibrated statements.
3. Use time and silence to your advantage.
4. Use the "Ladder of Inference."
5. Focus on interests, not positions.
Lesson 4: Managing Resistance and Anger
1. Stay calm and composed.
2. Avoid taking it personally.
3. Use positive language.
4. Focus on solutions.
5. Use the "No" technique.
Lesson 5: Closing Deals and Creating Value
1. Use the "That's right" technique.
2. Create a sense of urgency.
3. Highlight mutual benefits.
4. Use storytelling.
5. Follow up and follow through.
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