MANAGING AND INFLUENCING STAKEHOLDERS

COURSE CODE: 2039

COURSE DURATION: 24 HOURS

ASSESSMENT: ONE HOUR MULTIPLE CHOICE EXAMINATION

RECOMMENDED PRIOR KNOWLEDGE: FD108 INTRODUCTION TO STAKEHOLDER COMMUNICATIONS; FD104 INTRODUCTION TO CHANGE MANAGEMENT

This course provides participants with the practical skills to effectively manage different stakeholder groups. Delegates will develop the ability to apply a range of tools and techniques when working with customers, stakeholders, top management and external providers/suppliers to increase their readiness to change and overcome resistance. This course includes a 1 hour examination and on successful completion, delegates will be awarded a certificate of achievement in practitioner level – Managing and Influencing Stakeholders

This course is designed for those who are practising in quality and aspire towards middle management.

• Stakeholder analysis and management:
  • 4-box Power vs Influence
  • Strategies for managing and communicating with stakeholders
  • Construction and use of the stakeholder matrix (Simple 4-box with Power vs Interest) and the process to identify, prioritise and develop plans for stakeholder engagement
• Influencing styles:
  • Use and application of generic influencing styles
  • Rationalising
  • Asserting
  • Negotiating
  • Inspiring
  • Bridging
  • Influencing people
  • Influencing situations
• Transactional analysis:
  • Ego states
  • Types of transactions
  • Behavioural diagnosis
• Personal contracting:
  • Review role of the consultant and description of how they work with organisations, leaders and others including contracting with stakeholders
  • Purpose
  • Expectations
  • Behaviour
• Engaging others and building trust and rapport:
  • Questioning techniques: open/closed; reflecting; mirroring; clarifying
  • Listening skills
  • Empathy
  • Body language
• The consulting process: contract; evaluate data; develop strategy; develop plan; implement plan; review.
• Increasing readiness to change (dealing with resistance):
  • Readiness to change assessment: Gleicher Formula, meaning of the terms and application.
  • Scott & Jaffe change curve: descriptions of the four stages.
  • Kotter & Schlesinger’s six methods: descriptions of methods and typical actions to increase readiness to change.
• Scenario-based learning.

Contact QM&T by sending an email to help@qmt.co.uk