The Modules
Introduction To Stakeholder Management
This module covers:
- Introduction to stakeholder mapping, emphasising its importance in communication and decision-making in call and contact centres.
- Exploring the challenges, including dealing with the "Highest Paid Person's Opinion" (Hippos) in meetings and strategies to influence them.
- A three-step method for prioritising stakeholders by identifying them, assessing their influence and interest, and tailoring communication accordingly.
Understanding People (Including How To Say No)
- This module covers:
- Techniques for understanding people, building relationships, improving collaboration, and enhancing influencing skills.
- The importance of saying no and understanding mindset (limited vs. unlimited).
- An introduction to seven meta-programs based on intrinsic values and how they influence decision-making and communication styles.
Principles Of Persuasion
- This module covers:
- Exploring persuasion and its key principles and tools.
- Understanding the six key principles of persuasion: reciprocity, consensus, authority, consistency, liking, and scarcity.
- Highlighting key persuasion techniques and providing an influencing toolkit for successful persuasion.
Communication Planning
This module covers:
- Creating an effective communication plan to deliver the right information at the right time.
- Emphasising the importance of continuous practice and improvement in communication.
- Highlighting the significance of clear objectives, understanding the audience, and selecting appropriate communication methods.
Influencing Skills
This module covers:
- Introduction to key influencing skills, emphasising the importance of ethical influence over manipulation.
- Explanation of the spectrum of influence, from influence to coercion, highlighting the negative aspects of coercion.
- Overview of stakeholder mapping, different communication styles, and engagement levels in communication.
The cost of this mini series including accreditation is great value at £325 + VAT and free for students on our assisted learning pathway.
Complete the form below and we will be in touch to arrange payment if necessary.