S1.1 - negotiating

Exchanging ideas while analysing issues and interests at stake, enabling opposing sides to resolve disputes and reach agreement, or making decisions to resolve disputes or impose justice.

Description Negotiating and managing contracts and agreements with others concerning matters such as prices, terms of service, employment conditions, access to land and facilities. Examples include: – conclude business agreements – manage contracts – negotiate price

Working with two or more separate people or groups involved in a disagreement or dispute to bring about an agreement, settlement or compromise. Excludes: – Making decisions Examples include: – moderate in negotiations – handle financial disputes

Description Handling and responding to complaints from clients or staff. Examples: – Handle customer complaints – Manage employee complaints