Crossworks - Project Management. Leadership. Design Thinking Trainings.

IMPACT: Influential Communication & Negotiation in Customer Interactions
2026-12-09 09:00 - 17:00 (Asia/Manila) | Marco Polo Ortigas Manila, Meralco Avenue, Sapphire Rd, Ortigas Center,, Pasig, Metro Manila, 1600, Philippines
IMPACT: Influential Communication & Negotiation in Customer Interactions
Great customer experiences aren’t just about solving problems — they’re about shaping conversations. Employees who know how to communicate with influence can calm tensions, secure buy-in, and negotiate solutions that satisfy both the customer and the business.
IMPACT equips participants to speak with clarity and confidence, adapt to different personalities, and use ethical persuasion and negotiation strategies.
At the end of this course, participants should be able to:

Frame messages clearly and adapt communication style to different customers or stakeholders.
Use persuasion principles (trust, credibility, reciprocity, social proof) to influence decisions ethically.
Handle objections with confidence and empathy.
Apply basic negotiation techniques to reach win–win solutions while maintaining relationships.

Course Outline

Welcome and Introduction
Objectives and Overview
Reminders and House Rules
Influence Foundations – What Influence Is (and Isn’t), Credibility & Trust
Understanding Others – Quick Stakeholder Profiling (DISC Lens)
Framing & Persuasion Tools – Storytelling, Reciprocity, Social Proof, Positive Framing
Negotiation Made Simple – BATNA, Win–Win Thinking, Trade-Offs
Practical Application – Role-Plays, Feedback
Summary and Wrap-Up – Recap, Key Takeaways, Action Plan

Course Duration

1 day – face-to-face

Delivery Methodologies

Plenary Discussions
Lecture / Slide Presentation
Group or Pair Activities
Individual Reflection
Role-Play Simulations & Debriefs
Peer Feedback
Icebreakers / Energizers / Games

This course is recommended for:
Frontliners, Sales & Service Teams, Supervisors, Managers, and anyone who needs to influence, negotiate, or persuade in customer or internal interactions.

Course Name
IMPACT: Influential Communication & Negotiation in Customer Interactions

Training Dates
December 9, 2026

Training Time
9:00AM – 5:00PM

Training Venue
Marco Polo Ortigas Manila

Course Fee

Standard Rate
Php 15,000

Early Bird Rate (Until November 25, 2026)
Php 13,500

Group of 4 Rate (Contact Us to Register)
Php 12,750

Inclusive Of

Course Materials and Handouts
Course Certificates
Buffet Lunch (if available, otherwise plated) and AM/PM Snacks

Auditing Artificial Intelligence Management Systems based on ISO 42001
2026-12-10 08:00 - 2026-12-11 12:00 | Online
Auditing Artificial Intelligence Management Systems based on ISO 42001

This course equips participants with the knowledge and skills necessary to plan, conduct, and report on internal audits of an Artificial Intelligence Management System (AIMS) based on ISO 42001. Participants will learn the principles of auditing artificial intelligence management systems, the specific requirements of ISO 42001 from an auditor’s perspective, and best practices for conducting effective and value-added audits in a virtual environment. This course is designed for individuals who will be performing internal audits of an ISO 42001-based AIMS.
Upon completion of this course, participants will be able to:

Understand the principles of auditing as defined in ISO 19011
Interpret the requirements of ISO 42001 from an audit perspective
Plan and prepare for an internal audit of an AIMS
Develop audit checklists and working documents
Conduct effective audit interviews in a virtual setting
Gather and evaluate audit evidence related to AI processes and controls
Identify and document audit findings, including nonconformities, observations, and strengths
Prepare audit reports that are clear, concise, and objective
Understand the follow-up process for audit findings
Apply auditing techniques specific to AI systems (e.g., bias detection, transparency, accountability)

Course Outline :
Day 1 :
Module 1: Principles of Auditing and ISO 19011

Introduction to Auditing: Definition, Types of Audits
The Principles of Auditing
Overview of ISO 19011: Guidelines for Auditing Management Systems
Managing an Audit Program
Roles and Responsibilities of Auditors
Ethical Considerations for Auditors

Module 2: Auditing the Requirements of ISO 42001

Auditing Clause 4: Context of the Organization (Understanding AI landscape, stakeholder expectations)
Auditing Clause 5: Leadership (Commitment, AI Policy, Assignment of Responsibilities)
Auditing Clause 6: Planning (AI Risk Assessment and Treatment, AI Objectives and Planning)
Auditing Clause 7: Support (Resources, Competence, Awareness, Communication, Documented Information related to AI)

Module 3: Planning and Preparing for an AIMS Audit (0.5 hours)

Defining the Audit Objectives, Scope, and Criteria
Establishing the Audit Team
Developing the Audit Plan
Preparing Audit Checklists and Working Documents for AI-specific processes

Day 2 :
Module 4: Conducting the AIMS Audit

Opening Meeting (Purpose and Agenda)
Conducting Audit Interviews Effectively in a Virtual Environment
Gathering and Verifying Audit Evidence related to AI systems and processes
Evaluating Audit Evidence against ISO 42001 requirements
Auditing Specific AI Aspects:
Data Management and Governance
AI Development Lifecycle Controls
Validation and Verification Processes
Human Oversight and Decision-Making
Management of Bias, Fairness, and Transparency
Accountability Mechanisms

Module 5: Documenting Audit Findings and Reporting (1.5 hours)

Identifying and Classifying Audit Findings (Nonconformities, Observations, Strengths)
Writing Clear, Concise, and Objective Audit Findings
Preparing the Audit Report: Content and Structure
Communicating Audit Findings to the Auditee
Closing Meeting (Presenting Audit Findings)

Module 6: Audit Follow-up and Continual Improvement (0.5 hours)

The Importance of Corrective Actions
Evaluating the Effectiveness of Corrective Actions
The Role of Auditing in the Continual Improvement of the AIMS

Course Duration

2 half-days – Online Classroom

Target Audience:

Internal Auditors
Quality Management Professionals responsible for internal audits
AI Project Managers and Team Members involved in AIMS compliance
Individuals seeking to become qualified internal auditors for ISO 42001
Consultants assisting organizations with AIMS audits

Course Name
Auditing Artificial Intelligence Management Systems based on ISO 42001

Training Dates
December 10-11, 2026

Training Time
8:00AM – 12:00NN

Training Venue
Online via MS TEAMS (link to be provided after registration)

Course Fee

Standard Rate
Php 15,000

Early Bird Rate (Until November 26, 2026)
Php 13,500

Group of 4 Rate (Contact Us to Register)
Php 12,750

Inclusive Of

Soft copy of Course Materials and Handouts
Soft copy of Course Certificates

Negotiating For Results
2026-12-11 09:00 - 17:00 | Marco Polo Ortigas Manila, Meralco Avenue, Sapphire Rd, Ortigas Center,, Pasig, Metro Manila, 1600, Philippines
Negotiating for Results

The art of Negotiating has been thought of as a skill reserved only for those doing sales or procurement. However, the truth is that everyone negotiates more than we make think we do. We negotiate with our bosses, our colleagues, our staff, and pretty much everyone we work with. We negotiate because we need to drive results. This one-day course is founded upon the concept of principles-based negotiations and helps the participant learn the skill and art of negotiations through actual hands-on exercises in negotiating. Participants are immersed in various simulation activities that mimic various negotiation scenarios that professionals deal with on a regular basis.
At the end of this course, the participant should be able to:

Describe why negotiations is both a skill and an art
Perform Principle-based Negotiations in various scenarios
Apply and respond to various negotiation techniques taught in this course

Course Outline

Introduction

Negotiation as both an Art and Science

Why can’t I negotiate well?

The Problem with Positions
Principle-based versus Position-based Negotiations

Principle Based Negotiations

Activity: The Rent
Separate People from the Problem
Activity: The Job Offer
Focus on Interests, not Positions
Activity: Selling the Kitchen Sink
Generate Options
Activity: Cubicle Mates
Use Objective Criteria

What if they are more powerful at negotiating?

Activity: Hostile Takeover
Developing your BATNA

What if they won’t play?

Negotiation Jiu-jitsu
The one-text procedure
Activity: Team-based Negotiation

Negotiation (dirty) tricks and techniques
Wrap up and closure

Course Duration

1 day – face to face

Delivery Methodologies

Lecture
Role Based Simulations
Plenary Discussions

This course is recommended for

Sales Agents / Account Managers
Business Owners
Customer Service Personnel
People who have high levels of internal or external interaction in their organization

Course Name
Negotiating for Results

Training Dates
December 11, 2026

Training Time
9:00AM – 5:00PM

Training Venue
Marco Polo Ortigas Manila

Course Fee

Standard Rate
Php 15,000

Early Bird Rate (Until November 27, 2026)
Php 13,500

Group of 4 Rate (Contact Us to Register)
Php 12,750

Inclusive Of

Course Materials and Handouts
Course Certificates
Buffet Lunch and AM/PM Snacks
