Advanced Communication and Relationship Management Skills

Introduction:

The Communication and Relationship Management Skills course incorporates both theory and practical aspects, requiring active participation from students. Business situations and case studies are used to ensure proficiency in communication and relationship management, which are crucial for achieving business success. The course focuses on participatory learning activities, including short presentations, dramatizations, group and solo exercises, and self-assessments.

As organizations compete in an increasingly competitive landscape, skills such as emotional understanding and effective communication are essential. This course will explore how communication impacts customer relationship management, fostering relationships and business transactions. Participants will gain practical skills and tools applicable to real-world scenarios.

The course will delve into customer relationship management communication, emphasizing the importance of establishing and nurturing a network of relationships. Participants will learn about stakeholder management, negotiation, persuasion, and collaborative skills, all contributing to improved organizational performance.

Objectives:

By the end of the course, trainees will be able to:

• Appreciate the role of trust in creating and maintaining relationships.
• Use the power/interest grid to manage stakeholders, evaluate their power and interest, and engage them effectively.
• Recognize the importance of context in communication and relationship building.
• Identify and leverage relationship opportunities to achieve beneficial results.
• Transition from transactional to transformational relationships.
• Expand their network and influence for greater success.

Training Methodology:

• Interactive Workshops
• Business Scenarios and Case Studies
• Role-Playing Exercises
• Team and Individual Activities
• Self-Evaluation
• Group Discussion
• Simulation Activities
• Peer Review

Course Outline:

Unit 1: Relationship and Trust

• Introducing Human Relations:
  • Positive, neutral, and negative aspects of people relations.
• Relationship and Network Disturbance:
  • Connection and ego dynamics.
  • Modern interpersonal relations.
• The Significance of Trust:
  • Relationships in different contexts (personal and professional).
  • The Johari Window Model.
• Factors Affecting Relationships and Networks.

Unit 2: Relationships and Communication

• The Three Elements of Communication.
• Preparing and Structuring Communication:
  • Assertiveness and its pros and cons.
  • Botari Box.
• Establishing Rapport:
  • Professional setting and likability.

Unit 3: Relating to the Hearts and Minds

• Identifying Stakeholders:
  • Managing stakeholder pressure.
  • Selling your ideas effectively.
• Constructing Convincing Communication:
  • Tailoring messages to stakeholder preferences.
  • Handling conflicting issues.

Unit 4: Building and Influencing Relationships

• Power and Influence:
  • Dale Carnegie’s principles and self-awareness.
  • WIIFU vs. WIIFM: Relationship dynamics.
• Achieving Relational Goals:
  • Seeking feedback and alternative views.
• Investing in Relationships:
  • Transitioning relationships and improving interactions.
  • Managing difficult relations.

Unit 5: Successful Networking

• Motivations for Relationship Development:
  • Advantages and techniques.
• Engaging in Networking:
  • Key points for effective network building.
• Business and Professional Networking:
  • Expanding your network.