Sales Leadership

Result­-orien­ted nego­tiation- and conflict­manage­ment

A crisis-proof basis in your customer relationships


It is good when customer relationships start out as win-win decisions for all parties involved and stay that way - no matter what ups and downs the common path leads through. To achieve this, a special mix of communicative skills, permanent balancing of interests, controlled expectation management and reliable responsiveness is needed. Our training programme focuses on the following areas:

  • Strategic preparation: setting objectives, starting negotiations, entry strategy, win-win solutions at eye level.
  • Optimal self-management and stress resilience
  • Strategic flexibility: implementation scenarios, ways out of impasses, behaviour in conflicts and escalations, agreements as a basis, joint review as feedback
  • Negotiation and facilitation techniques: including ZOPA (Zone Of Possible Agreement), BATNA (Best Alternative To a Negotiated Agreement), WATNA (Worst Alternative To a Negotiated Agreement), Harvard concept ("Getting to YES") as well as avoidance, negotiation and enforcement as options for action
  • Implementation in negotiations: from position to common interest, saying "yes" to the negotiating partner, clarity in the matter, mutual understanding as a basis, empathy and appreciation, eye level and trust building, results as a joint success

Parallel to the strategic competences, the participants develop and test central individual skills in practical cases:

  • Conversation management, verbal and non-verbal interaction
  • Constant balancing of desired results and negotiation reality
  • Building consensus, stress management in case of dissent
  • Situational resilience
  • Conflict strategies

Personal strengths in strategic and situational communication and interaction are clearly identified. The training participants are sustainably focused, sensitised, motivated and equipped with tools and competence for everyday life.

Target group

This training offer has universal value - negotiating is one of the most important basic skills of every person, both professionally and privately. The most important target groups are, of course, sales staff, but also purchasing and complaints, project teams and company managers. In all these areas, conscious negotiation and conflict management leads to better solutions and a strengthened common culture.

Typical Integration

The programme "Results-oriented Negotiation and Conflict Management" fits as an additional extension level to many other Avina trainings. It is often combined with sales-oriented strategy programmes such as "Holistic Sales Empowerment" and "Stakeholder-oriented Executive Communication".


The programme is structured as a practice-focused training workshop. The core is our Rehearsal-Method, which ensures the greatest practical relevance and immediate feedback. All individual coaching sessions are based on the Avina-core-values-principle and are linked to the Avina-heart point-strategy.


Avina programmes are based on clearly defined systemic building blocks. This field-tested approach is applied individually for each client and each training. We take into account

  • corporate strategy and culture
  • the current situation in the organisation
  • the client's objectives and expectations
  • individual goals and motivations of the participants

As a result, you will receive a customised programme that is precisely tailored to your specific challenges and the target benefit.

Strategic Key Benefits

  • Optimal implementation of one's own negotiation goals while strengthening long-term customer relationships at the same time
  • Establishing and maintaining a resilient basis of trust in which the focus is on safeguarding mutual interests
  • Self-determined organisation of negotiations with great flexibility and resilience in the face of change
  • Increasing closing ratios and margins, ensuring customer satisfaction through controlled expectation management
  • Full responsiveness and intact communication basis even in cases of crisis and conflict

Are you interested?