In today’s service environment, negotiation happens every day - often without anyone realizing it. From customer expectations to internal trade-offs and escalations, service leaders are negotiating in real time. In this fireside chat, we’ll reframe negotiation as a core service leadership skill. Using service scenarios and proven frameworks, we’ll explore how leading service organizations can negotiate in real time to improve customer experience, reduce friction, drive positive outcomes, and make better decisions under pressure.

• Spot negotiation moments in real time and lead service conversations with clarity
• Prepare service leaders and teams to negotiate under pressure by focusing on interests, leverage, and decision authority - not just positions
• Navigate priorities, constraints, and trade-offs across customers, partners, and internal teams without eroding trust or relationships
• Create better outcomes in high-stakes service moments by choosing the right approach, style, and communication mode when it matters most