Watch at Your Own Pace

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.

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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.

• 20 December 2022
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