Communication Skills – 11 Communication Courses In 1

In this introductory lecture Phil explains what he's going to cover in this course, and how it can help with developing relationships.

In this lecture Phil gives his background including his degree in psychology, his experience at Proctor & Gamble, founding his own advertising agency and growing it to £48m per year turnover. Now he's an independent speaker and talks around the world on the topics of Persuasion & Influence.

In this lecture Phil covers the first 3 psychological drivers:

1. To feel loved

2. To feel important

3. To feel that you belong

He also talks about the "universal killer question" and why it is important.

In this lecture Phil talks about the human need for people to believe in something, and why it's important. 

He mentions the flawed belief in two-leg football matches that it's best to play the away leg first, and the home leg second. 

He talks about how you need to separate opinions and fact when it comes to beliefs.

Phil explains why some people need different levels of certainty and uncertainty, and how a balance is needed for everyone. He gives the key question you need to ask to unravel people's needs.

Phil explains why people have a fundamental need for growth, be it in terms of money, happiness and many other things. Unlocking these desires helps understand how you what people really want and how you can give it to them. 

With this final psychological driver Phil explains people's need for a place, sums up the other 6 drivers and how you can ask the key questions to unlock people's desires.

In this lecture Phil explains how you form first impressions and three top tips for forming good ones from his time at Harvard: Eye contact, handshake & using the name.

In this lecture Phil explains how he accidentally ran 65 yards of the London Marathon with a couple bottles of wine and a lasagne!

More importantly he goes onto explain how every conversation works, the three components and the need to form a cabal with someone. 

In this lecture Phil explains why dolphins jump through hoops and the most persuasive expressions you can use to get people to do it for you:

1. "I'll tell you what I like about you......"

2. Tell people what they're good at

3. Catch people doing something right

In this lecture Phil explains the single most important thing you can do to help and improve a relationship. 

He explains how Roger the golf pro let him down and why "people don't care how much you know until they know how much you care".

In this lecture Phil covers Robin Dunbar's 150 friends theory, and the order of engagements:

1. Ritual and cliche

2. Events

3. Judgements

4. Ideas

5. Love

He also talks about the importance of the number 7. For example the maximum number of people for a conversation, or the maximum number of people a single person can manage. 

In this lecture Phil talks about how some of the accepted rules of communication are simply not true, and he stresses that if you body language is not consistent with what you're saying, people won't believe what you're saying. 

One key trick is to look for is that people who are lying don't blink. 

In this lecture Phil talks about the difference between Intent and Impact, and why you need to be careful to understand the difference, particularly on email. 

In this lecture Phil explains how sometimes a single word can make all the difference. 

For example the key difference between:

1. Can I have your number?

2. Whats the best number to get you on?

In this lecture Phil covers the importance of key words in conversations such as: "honest", "actually", "because", "real", "normally" and "open-minded".

They're all TNT - "Tiny Noticeable Things".

In this lecture Phil explains why 'Good Cop / Bad Cop' works and how it can be applied in reality. How to use "When you say...." and the importance of asking more questions.

In this lecture Phil explains how to deal with complaints and gives an example of how to use 'the role of devastation'.

In this lecture Phil explains the fundamental principles of absorbing objections, how to use agreements to move forward and using hypothetical questions.

In this lecture Phil talks about how its important to become part of the solution even if you are part of the problem. 

Thinking "me and you together"

In this lecture Phil explains how constructive criticism is important and how you can make it easier to deliver. His golden rules:

1. Don't call it constructive criticism

2. Give of yourself first

3. And then how about you?

In this lecture Phil explains some techniques to avoid difficult situations and the impact on reputation. 

Phil's equation is: Reputation is equal to the experience had with you, minus what they expected of you.

He stresses the importance in business of doing what you say you're going to do. 

In this lecture Phil gives you examples of what happens when relationships go wrong using examples of The Roman Empire, The Beatles & The Titanic. 
He explains how greed and complacency can damage and break relationships. 

In this lecture Phil talks about how companies and relationships follow similar paths. How things can "drift" if you don't stay on top of things. 
He explains why you need to look for the 'one thing' to improve things in any relationship. 

In this lecture Phil explains how you can still improve even the best relationships, and how you can't allow things to become 'standard' or 'normal'. 

How one-off inconsistent gestures such as hand-written notes can make the biggest difference.

In this lecture Phil covers the 4 key ingredients to generate trust:

• Honesty

• Expertise

• Reliability

• Self-interest

In this lecture Phil explains some techniques to improve meetings and contact by asking the right questions, and being interested in other people.

In this lecture Phil explains how to use the technique of 'linear probing' to demonstrate an interest in people to understand them better. 

In this lecture Phil explains the importance of 'small acts of kindness' - that is doing something without expecting anything in return.

In this summary Phil covers everything he's covered in this course.

Phil gives some top tips for other learning resources if you'd like to know more.

In this module Gavin welcomes participants and provides an overview of the contents, and introduces the collaborative principles behind the programme.

Gavin explains how his system for collaborative negotiation produces more in the way of results, improving personal and professional relationships in the process. In this module you will get to see how you can apply the principles of collaborative negotiation to improve relationships and results for you.

Gavin talks about his best-selling book on this topic, which you can buy on Amazon and at Waterstones and all other great bookstores.

In this bonus lecture Gavin tells a story about how he was taught a great lesson in negotiation - from his 6 year old niece. In doing so he introduces the key phrase "If you....then I....." and demonstrates how you can use it to shift the balance of power in any negotiation to achieve more win win.

In this briefing Gavin invites you to create your personal objectives for the programme. You will explore the positive results you want from this programme, and articulate in your workbook, the areas where you will apply this learning to make a difference. 

In this lecture Gavin distinguishes between effective negotiation practices and some of the behaviours that will prove ineffective and damaging in the long term.

In this lecture Gavin tells some stories from his experiences in overseas markets that distinguish between effective negotiation strategies, and market style haggling.

In this lecture Gavin explains the seven stages of effective negotiations and shows you how you can use them to develop better deals.

In this briefing Gavin invites you to reflect on a recent negotiation in which you've been and also to explore how you used each of the 7 steps. 

In this lecture Gavin introduces a key idea in preparation, ensuring you are equal, and that the other party is ready to negotiate with you.

In this briefing Gavin invites you to create agreement phrases that you will be comfortable using to ensure that before you begin your negotiations, you have received agreement from the other party that you are equal, and that they are ready to negotiate. Make sure you watch these exercise briefings, and complete the exercises, to get the most from this material.

In this lecture Gavin introduces a key model to help you prepare, the 4 P's, (or the 4 "likes"). Understanding the Preferences, Prejudices, Personality and Past of the person you are negotiating with is key to successful collaboration.

In this lecture Gavin highlights the importance that personality plays in negotiation, and stresses the importance of getting to know the person you are negotiating with before you have to make a final agreement.

In this lecture Gavin demonstrates why a "We then Me" attitude produces more effective results for professional negotiators.

In this briefing Gavin asks you to consider a negotiation you are involved with and asks you to apply the 4P's to the person you are negotiating with. As you complete this exercise you will start to understand more about the way you will have to plan and execute this negotiation differently according to what you know about the person you are negotiating with. 

In this lecture Gavin introduces one of the key concepts in effective negotiations; variables. He explains the importance of searching for these "creative options" and explains why at this stage you will need to start thinking about variables as a critical tool to getting deals that works for all the parties in your deals.

In this lecture Gavin gives some examples of creativity in variables.

In this briefing you are invited to start to brainstorm for yourself the variables you will use in future negotiations to get more for yourself, and more for others.

In this lecture Gavin introduces another critical tool for the successful negotiator, the 'WIN Matrix'. This tool will help you plan effectively for future negotiations by articulating your top middle and bottom lines for future deals. Gavin also discusses here the BATNA, your best alternative to a negotiated agreement.

In this briefing you are invited to start to use the WIN tool in a real scenario. Using your workbook you will set a Want, Intend and Need point for a future negotiation scenario.

In this short introduction to this section Gavin explores the importance of seeing your partner's point of view as you are preparing to negotiate. 

In this lecture Gavin explore how humans create their own maps of the world, and explains how you can gain important ground in preparation by seeing through the lens of the person you are negotiating with.

In this briefing Gavin invites you to take a journey into the mind of a person you need to negotiate with. By stepping into their shoes you will get to prepare from their viewpoint and gain a critical insight into how you can create an agreement that works for all.

In this opening lecture Gavin explains the importance of getting onto equal ground before you discuss any issues with your negotiation partner. He introduces the importance of stating your intentions and getting agreement to collaborate, before you enter any further into a negotiation.

This lecture introduces a key concept in the world of mediation, and shows how you can go beyond "active listening" when you negotiate. You will see how you can use "co-active listening" to deepen your understanding, and build long lasting rapport with anyone with whom you need to negotiate. 

In this lecture Gavin explains how great negotiators, and effective listeners, use the power of pause to build rapport, deepen understanding , and get to the heart of important issues.

In this exercise you will get to practice turning your "closed questions" into "open questions". In doing so you'll learn a key tool into opening mouths, minds, hearts and wallets.

In this exercise you are challenged to think about what you can do to really exceed the expectations of your negotiation partner and find creative variables to use that create a radical shift in how they get value from their relationship with your business.

In this lecture Gavin introduces the concept of Socratic questioning, and demonstrates the concept  with our cameraman.

In this exercise you are invited to practice using agreement statements to build agreement in your negotiations.

In this lecture Gavin stresses the importance of making your proposal clear and being in control of the negotiation by controlling the proposal.

In this exercise you get to put the theory into practice by writing your own proposal.

In this exercise Gavin asks you to think about a question or statement you might use to ensure you are both on the same page

Here Gavin explains the value of moving in small steps and how silence can be your friend in a negotiation

In this exercise Gavin wants you to think about how you create your time outs in a negotiation

In this lecture Gavin stresses the importance of using the bargaining stage to exchange variables effectively, creating the foundation of an agreement that will work effectively for both parties. 

In this short lecture Gavin warns you of the perils of letting your negotiation partner control the negotiation by being the one who sends you their proposal first.

In this practical exercise you will get to draft an agreement in principle, to articulate an agreement you have created.