Negotiation and Influence: Managing Difficult People and Issues

Apply essential negotiation and influence competencies to enhance performance

ABOUT THE PROGRAMME:

Negotiation and influence are crucial, complementary competencies that every executive must possess. This is especially so during the current challenging times which has brought about an increase in difficult issues and also difficult behaviours.

Difficult people and issues cause unnecessary stress and produce dysfunctional conflict leading to lower overall performance. Simple issues are made tough by difficult people, and difficult issues become much more challenging to resolve. And, difficult people continue to be so because their superiors may “unconsciously reward” them for their unacceptable behaviours thus making it a vicious cycle.

This two-day session will impart the essential negotiation and influence competencies to deal with the common difficult issues and behaviours effectively.

WHAT YOU WILL LEARN:

Through your own real-life situations, case studies, role plays, story-telling, and small group discussions, you will be able to:

Differentiate between acceptable and unacceptable behaviours
Identify the common difficult issues and behaviours and avoid the common mistakes when dealing with them
Apply Emotional Intelligence (EQ) knowledge to enhance your effectiveness
Apply the relevant skills to implement the negotiation and influence process
Apply the law of reciprocity in leveraging their position
Be able to say NO and yet maintain the relationship
Apply essential negotiation and influence strategies and tactics
Ask effective questions to understand the real situation
Deal effectively with parties who are more powerful than us
Apply influence competencies to influence those that we have and do not have formal authority over

WHO WILL BENEFIT:

Managers and executive who lead a team and regularly need to deal with difficult issues or behaviours

The trainer will speak to every participant and their direct superior prior to the actual training session to understand his/her challenges, needs, expectations and to get at least two real-life cases to be used during the training.

DETAILED TRAINING SCHEDULE AND CONTENTS
TIME	DAY ONE	DAY TWO
0900	Set the Tone and Expectations	Review of Day One Key Learning
0920	Case Study: The Business Case for Negotiation and Influence Differentiate acceptable and unacceptable behaviours The different steps in the negotiation process What is involved in each step? Which step is the most important and why? Where does influencing come in? Competencies required to apply process *Experiential Activity: The ABC game*	Case Study and Role Play 3: Apply competencies learnt in case studies 1 & 2 Use of the FILA model Difference between effective and ineffective questions How to ask effective questions? Five common resolution techniques Use of power, influence and authority
0930
1030	COFFEE BREAK
1045	Case Study: Emotional Intelligence (EQ), Negotiation and Influence Know own EQ and how it impacts the preferred way to influence and negotiate with difficult people and issues Inherent strengths and weakness Leverage on strengths and mitigate weaknesses? How and when to adapt our style? How to connect and relate to different EQ personalities? *Individual Activity: Know and share own EQ* *Group Discussion: Participants’ EQ profile and its implications*	Case Study and Role Play 4: Apply competencies learnt in case studies 1 to 3 How to manage manipulation and how to use it ourselves? The law of reciprocity Effective phrases to use Use of proper language (both verbal and non-verbal) Respond and not react Communicate to get the response you want
1245	LUNCH
1345	Case Study and Role Play 1: Treat the negotiation as a conversation How to engage with different EQ personalities Negotiate, not bargain What to do during the pre-preparation? How to set challenging, yet realistic objectives? See things from the other party’s perspective	Case Study and Role Play 5: How to offer and accept concessions? How to deal with threats? Manage the good-bad guy combination How to say NO and still retain the relationship? See things as a package How to manage a stalemate? Assess cost and benefits of behaviour
1530	COFFEE BREAK
1545	Case Study and Role Play 2: The 3 P’s Set realistic objectives and develop the strategies Entry and exit points Use of CONDITIONAL YES BATNA and its usage What…….If	Put into Practice: *Role Play: Apply what has been learnt into own real-life situation.* What they do not teach you in business school Leverage on your network
1545		Summary and Individual Action Plan: Trainer guides participants to develop a personalized action plan to apply the competencies acquired.
1730	END OF DAY ONE	END OF DAY TWO

PATRICK NG

Executive MBA (Bath, UK)
B.Sc. (Hons), University of Malaya
Diploma in Marketing, Chartered Institute of Marketing, UK and Chartered Marketer
Associate of Harvard Business School Alumni Club of Malaysia
HRD Corp Accredited Trainer [TTT/0263 and ID 17020]

With over 22 years of corporate leadership experience across three global multinationals –including roles from Sales Executive to County CEO –and an additional 22 years as a regional trainer and consultant, Patrick brings a rare depth of practical and international expertise to every engagement.

His training experience spans Sales, HR, and General Management across Southeast Asia, China, India and Europe, equipping him with the ability to tackle complex organisational challenges with real-world, actionable solutions—not just theory.

Unlike conventional trainers, Patrick integrates live, real-time business cases from participants into his sessions, making learning immediately relevant and results driven. This distinctive approach has earned him a 60% repeat client rate, driven primarily by referrals and long-term partnerships.

With the advent of AI, he has proactively learnt AI technologies and seamlessly integrated AI-driven tools and insights into his sales and marketing strategies to enhance personalisation, optimise lead generation, and close sales. Additionally, he has incorporated AI insights and applications into his training programmes to maintain their relevance and impact in today’s AI-driven business environment.

As a coach, he has supported senior executives in accelerating their careers and helped individuals achieve ambitious personal milestones—including mentoring both his children to become practicing specialist doctors in London, having graduated from the University of Cambridge. His coaching philosophy blends discipline, clarity, and strategy—principles he has applied consistently in both business and life.

In an era where certifications often outshine real capability, Patrick stands out by offering authentic, time-tested expertise and real-world experience that drive tangible transformation. Do collaborate with him to elevate your team’s potential and performance.

Duration	Two days (0900 to 1730)
Fee	Local Delegates: F2F – RM3,375 per person (inclusive of 8% SST) , Virtual – RM1,944 per person (inclusive of 8% SST)
Fee	Foreign Delegates: US$1,100 per person (inclusive of 8% SST)
Enquiries	+603-78652282
Email	info@pkmh.com or pkmh.training@yahoo.com