Impactful Professional Modules

Learn how to act like the professional you are and develop key influencing and communication skills, with the confidence to move you from job to career. They will be scheduled through the year and you can submit your interest at any point.

Data Visualisation

Hosted on 22nd July 2020 By Ian Robertson

Explore effective ways of presenting data in a meaningful, interesting and engaging way. Improve the way you inform and persuade your key stakeholders.  
 - Understand why your existing reports don’t excite or engage your stakeholders
 - Learn the basics of data visualisation and how to communicate information
 - Apply “2 key questions” and start the use the tools and resource you need 

Introduction to Influencing Skills

21st July, 14:00

Being able to influence the decision of others is a key skill for all planners.  In this session, learn the basic approaches which will allow your audience to process information in their own way, using their beliefs and memories to deliver great outcomes.
 - Learn the difference between Tell, Ask and Influence
 - Understand how people make decisions
 - See how the language of engagement helps influencing

The pattern of great presentations

Hosted on 20th July by Ian Robertson and Alison Conaghan

In this module we look at how techniques from great speakers through history can be used to bring your presentations to live and bring your audience on your journey.

Emotional Engagement & The Power of Stories

Hosted on 17th July 2020 by Ian Robertson

Often facts and data will not get our message across. We need to understand our audience and use emotional engagement techniques to bring our insight to life. In this module we explore some simple emotional engagement techniques to make your communications, presentations and reports more meaningful. We also explore the power of stories in understanding our stakeholders and overcoming their fears and doubts.

The Pyramid Principle for Effective Communication

Hosted on 17th July 2020 by Ian Roberston

Like us our stakeholders have limited time, we rarely read every emails and report we receive end to end, and neither do they. We may have just a few seconds to land our message and get our audience to take action or read on. The pyramid principle is a simple technique to help you structure your communications and reports to quickly answer the “So what?” and land your core message.

Accuracy & Confidence

Hosted on 15th June 2020 by Ian Robertson

Accuracy is important in any insight or forecast we produce but 100% accuracy is often not possible. In this module we will explore some statistical techniques to understand the accuracy and limitations of our insight and forecasts and how to communicate this with your stakeholders. In this module we will cover:
 - Standard Deviation  
 - Margin of error  
 - The language of confidence

Intro to The Planning Cycle

Hosted on 8th June 2020 by David Preece

Learn the role planning plays in implementing your strategic objectives.  Understand the importance of your role and how you can help others.
 - Understand how the strategic objective is implemented into a forecasting, scheduling and real-time plan.
 - Learn about the importance of effective data checkpoints, change governance and hand-overs
 - Play a part in driving continuous improvement and become the nerve-centre of the business

Communication Planning

Hosted on 29th May 2020 by Phil Anderson

This module will help you to create an effective communication plan to deliver the right information at the right time, with natural review points to continual refresh and maintain relevance.
 - Being clear on your purpose
 - Review different channels and methods for distribution
 - Understand the best time to deliver

Understanding people (including how to say no)

Hosted on 12th May 2020 by Ian Robertson & Phil Anderson

Understanding Growth / Fixed mindset:

- What happens in our heads when we hear or say "no"
- Learn to handle objections

Principles of Persuasion

Hosted on 7th May 2020 by David Preece

It is vital that Planning, Quality and Insight teams are able to engage with and influence their key stakeholders within their organisation. Stakeholders may need to be persuaded to change their view on something in order to become an advocate. 
 - What is Persuasion?
 - Cialdini’s Principles of Persuasion
 - Key Persuasion Techniques and the Influencing Toolkit

The Strategy Pyramid

Hosted on 28th April 2020 by Ian Robertson

Before setting targets and goals it is important that these are aligned to strategies that support your organisational goals. In this module;
 - Understand your organisational goals
 - See how to balance your strategies
 - Learn how to align the right metrics and targets to your strategies

Introduction to Stakeholder Management

Hosted on 28th April 2020 by David Preece

Without being able to work alongside key stakeholders, there is little value to being an excellent planner as your plans will not come to fruition!  You need to understand who your stakeholders are and how to communicate with them successfully.
 - Learn how to map your stakeholder network
 - See how different people benefit from different approaches and language
 - Understand how to make your outputs flexible for multiple audiences


About us

As an independent association established since 2000, we offer a trusted space for professionals in contact centre, field service, back office or retail operation. Benchmark against the best in class and learn from innovators and pioneers.

Learning Academy

On-demand modules

We have a wide range of virtual modules that you can view at your own pace.

Covid-19 Series

You have a community of support at The Forum. See the series of free webinars to help you through this unusual situation.

Conferences

Customer Strategy & Planning 2020
28th Sept - 9th Oct, Virtually
Learn first-hand from practitioners and business leaders who are delivering successful change.

National Conferences 2019
Catch up on the highlights
Annual conferences dedicated to the needs of their communities.

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