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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Plan negotiation
   • Clarify purpose of negotiation, including content and desired outcomes
   • Select approach to take based on analysis of strength and weakness of position, and most appropriate negotiating style
   • Identify consequences of not reaching agreement and determine other alternatives
   • Collect, analyse and organise all information relevant to negotiation
2. Conduct negotiation
   • Use effective presentation skills, speaking, listening and questioning techniques to put forward a strong argument to other parties
   • Conduct negotiation in a professional manner, including showing respect for those with whom negotiations are conducted
   • Use effective techniques for dealing with conflict and breaking deadlocks, where required
   • Confirm final position, ensuring agreement and understanding by all parties
3. Finalise negotiation
   • Accurately document agreement including timelines for agreements to be implemented, if appropriate
   • Evaluate outcome of negotiation and decide if further action is required

Performance Evidence

Evidence of the ability to:

plan, conduct and finalise negotiations that result in mutually acceptable agreements for negotiating parties

work cooperatively and treat all parties professionally and with respect during all stages of the negotiation

document outcomes of negotiations following organisational procedures.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

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Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

identify and describe different negotiating styles

describe the role of presentation skills and questioning techniques in conducting negotiations

outline conflict resolution strategies and techniques that can be used to break deadlocks

describe key features of organisational policy and procedures relating to negotiating outcomes

identify and outline key requirements of relevant legislation and industry codes of conduct that apply to customer service negotiations in financial services work.

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