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.