Managing and Influencing Stakeholders

Course code

PT209

Duration

24 hours (indicative)

Category

Quality

Type

CQI and IRCA Certified Training

Level

Practitioner

This course provides practical skills development in order to effectively 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.

Who is it for?

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

Indicative course content

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.