Service Management: Strategies for Negotiation and Communication

With organisations allocating ever more resources in their strategies and channels, a critical stage to determine whether a deal is clinched is the manner in which the negotiation and communication process were handled.


This dynamic aspect cannot be undermined as we interact with internal and external stakeholders, business-to-business customers (B2B) or end-user customers (B2C). Achieving sustainable success and building differentiated memorable relationships rests largely on how we manage our business engagements.

This programme is designed to provide participants with the knowledge and techniques to becoming a master negotiator. You will learn the art of making deals whilst using a variety of tools to creating and enhancing mutual value with your customers.


  • Negotiation tactics and frameworks: Essential tools and approaches for both capturing and creating value, negotiation planning frameworks, and tactics for opening the negotiation, countering, responding optimally, and BATNA/WATNA.
  • Mental biases and traps: Learn how to manage our natural cognitive biases such as overconfidence, overinvestment, anchoring and availability recall biases.
  • Persuasion Skills: practice techniques for presenting your position, and your request, optimally so that parties are more likely to say “yes” to your request. Techniques include how to build common ground, appeal to likeability, build trust, and how to make a more effective concession.


  • Capturing value
  • Tools and frameworks for negotiation 
  • Techniques to increase value and the size of the pie
  • Persuasion techniques
  • Techniques to limit cognitive bias
  • Techniques to avoid classic landmines 
  • Case role play and debrief


2 days, 9am to 5.30pm


Calton Hotel


Professionals with managerial and/or stakeholder management responsibilities where negotiation, confliction resolution and influencing others plays a key part in business deliverables.


Ms Karen Chew
Phone: +65 6828 0111


21 - 22 Mar 2019


9 - 10 May 2019



Prof. MIchael Netzley

Prof. Michael Netzley
PhD University of Minnesota

Michael is an international executive development professional whose career has spanned leadership consulting, business school faculty, and entrepreneurship. A multi-award-winning facilitator and writer, his work focuses on: 

  • Leadership development, communication, persuasion, and digital networks
  • Alternative dispute resolution and negotiation
  • Personality assessment, dark-side traits, and executive coaching
  • Cognitive neuroscience of high performance—especially for aging workforces and societies

Since moving to Asia in 2002, Michael has personally facilitated sessions for more than 10,000 executives from firms such as Merck KGaA, GSK, Credit Suisse, BNP Paribas, UBS, HSBC, Unilever, IBM, 3M, DB Schenker, Samsung, Singapore Airlines,Text 100,UOB, SingHealth, NTUC Enterprises, SP Group, and Singapore’s MFA, CPF, MoE, and MAS.

For his efforts, Michael has been honored with the Champion’s Award from the Central and Eastern European Management Association for innovative learning approaches, and also the Best Case Award in entrepreneurship from EFMD – The Management Development Network. His work with early adoption of 2.0 technologies in learning has been featured in the New York Times and also MIT’s Technology Review.



Full Fee (Course Code in SkillsConnect: CRS-N-0048696)
SGD 2,675 (incl. GST) per person
For Singapore Citizens / Permanent Residents
Fee payable after 70% WSG Grant*:
SGD 802.50 (incl. GST) per person
For Singapore Citizens over 40 years old
Fee payable after 70% WSG Grant & SkillsFuture Mid-Career Enhanced Subsidy:
SGD 302.50 (incl. GST) per person
For SMEs* sponsoring their employees who are Singapore Citizens / Permanent Residents
Fee payable  after 70% WSG Grant & Enhanced Training Support for SMEs
SGD 302.50 (incl. GST) per person

*WSG funding is available to Singapore Citizen (SCs) and Singapore Permanent Resident (PRs), terms and conditions apply.

This programme has been approved for the Absentee Payroll Funding. The Human Resource department of individual participant will be required to process the Absentee Payroll and any additional funding that the participant is eligible for, no later than 30 days after programme commencement.

All workshops are subject to confirmation. ISE ​will ​send ​you ​a ​Confirmation ​email ​2 ​weeks ​before ​the ​course ​commencement ​date ​or ​when ​the ​minimum ​number ​is ​met, ​whichever ​is ​earlier. Upon confirmation of the workshop, a Tax Invoice will be sent via email to you.

ISE members will incur four (4) training credits per SC/PR staff for this workshop. For more information, please contact Karen at 6828 0111.

ISE reserves the rights to amend information including price, date, location, faculty, daily schedule and other details.