Audience
This certification is relevant for anyone wishing to gain an understanding of the key concepts and techniques required to work effectively with stakeholders. The certification will be of benefit to anyone responsible for engaging with stakeholders on business change projects, in particular business analysts and project managers.
Prerequisites
There are no pre-requisites for entry to the examination.
Duration
2 Days.
Course Objectives
The examination leading to the BCS Professional Certificate in Stakeholder Engagement has the following assessment objectives.
Candidates should be able to:
- Identify types of stakeholder and recognise the need for stakeholder engagement
- Explain stakeholder prioritisation and management
- Explain stakeholder planning and monitoring
- Define the communication process
- Identify barriers to communication and describe the range of listening behaviours
- Explain the Tuckman and Jensen process for group formation
- Define the roles and stages of a facilitated workshop
- Describe a range of elicitation and visualisation techniques used in a facilitated workshop
- Define the nature of rapport and the rationale and techniques for building rapport
- Explain the creative problem-solving process
- Identify a range of creative thinking techniques
- Explain the process for managing expectations
- Describe the principled negotiation approach
- Explain the Thomas-Kilmann Conflict MODE instrument
- Explain integrative and distributive negotiation
- Explain different causes of conflict
Course Content
1. Stakeholders
- Types of stakeholder
- Stakeholder analysis and prioritisation
- Stakeholder planning and monitoring
- Stakeholder perspectives
2. Communication
The communication process
Barriers to communication:
- Semantic
- Physical
- Psychological
Active listening
Listening behaviours:
- Judging
- Fltering
- Being right
- Rehearsing
3. Working with stakeholder groups
Group development process:
- Forming, storming, norming, performing, adjourning
- Learning styles: activist, pragmatist, reflector, theorist
4. Facilitated workshops
- Benefits of facilitated workshops
- Roles in a facilitated workshop
- Stages of a facilitated workshop
- Facilitated workshop planning
- Running a facilitated workshop
- Facilitation techniques: elicitation and visualisation
5. Rapport
- The nature of ‘rapport’
- Mehrabian’s elements in communication:
- Words (Verbal)
- Tone of Voice (Vocal)
- Body Language (Visual)
- Techniques for creating and sustaining rapport
- Building rapport using mirror, match, pace
6. Creative problem-solving
- The creative problem-solving process
- Barriers to creativity:
- Perceptual
- Emotional
- Intellectual
- Cultural
- Environmental
- Techniques for generating ideas
- Managing the creative thinking process using de Bono’s Six Hats
7. Managing expectations
Categories of expectations
Sources of expectations:
- Controllable expectation creators
- Uncontrollable expectation creators
Process for managing expectations
8. Negotiating with stakeholders
- Principled negotiation
- BATNA
- Integrative and distributive negotiation
9. Managing conflict
Roots of conflict:
- Goals
- Judgements
- Values
Options for conflict resolution
Thomas-Kilmann conflict MODE instrument