Planning for COVID-19

Webinar Series

Planning for COVID-19

The COVID-19 pandemic has impacted all of us, the changes and impacts will continue for some time. It’s during times like this when you need you remember that you are part of a community of best practice, so don’t be alone. The Forum is your friendly, safe environment for sharing ideas, top tips and pitfalls to avoid. In this time of uncertainty its important that we collaborate and work together, bringing together ideas and use this time as an opportunity to learn and continue to raise standards.

We have designed three short series of learning academy modules, along with a top-tips & pitfalls to avoid for homeworking webinar and then a virtual networking group to help you. Phil Anderson has written an article about some of the considerations you might need to make.

To view series 1 and 2 you need to log in to the website. Click on My Account at the top right to register or log in.

Published on 20 December 2022

Box Set: Engagement

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.

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.