The ability to engage with a wide range of stakeholders has become an increasingly important competence in many roles - in particular, project management, business analysis and IS consultancy. This course covers the essential frameworks and principles associated with effective stakeholder engagement.
Pre-Requisites
Stakeholder Engagement provides the tools and techniques to ensure total business acceptance. This certification assesses knowledge and understanding of key frameworks and techniques used when working with stakeholders. The particular focus of this certification is on the application of these frameworks and techniques by business analysts, when working with stakeholders on business change projects.
Course Content
- Analysing stakeholders
- Stakeholder planning
- Stakeholder perspectives
Communication
- The communication process
- Barriers to communication
- Active listening
Working with stakeholder groups
- Group development process
- Learning styles
Facilitated workshops - introduction
- The benefits of facilitated workshops
- Main workshop roles – facilitator, scribe, participants, sponsor
- Stages of a workshop
- Workshop preparation
- Conduct of the workshop
- Facilitation techniques
- Adaptability in the workshop
Rapport
- Rapport defined
- Making an impact
- Building rapport
- Body language
Creative problem solving
- A model for creative problem solving
- Techniques for generating ideas
- Rich pictures
- Mind-maps
- Fishbone diagrams
- Stimulating creative thinking
- Edward de Bono’s ‘Six Thinking Hats’
Managing expectations
- Sources of expectations
- Controllable expectation creators
- Uncontrollable expectation creators
- Process for managing expectations
- Negotiating positions
- Principled negotiation approach
- The people problem
- Principled negotiation stages – interests, options, criteria
- Blocks to creative options in negotiation
- Integrative and distributive negotiation
Managing conflict
- The difference between negotiation and conflict situations
- Root causes of conflict – goals, judgements, values
- Options for conflict resolution
- Conflict resolution process
- Handling conflict
Exams & Certification
The examination for this certificate lasts for 90 minutes and consists of 40 scenario-based multiple-choice questions. The pass mark is 26/40 or 65%.
