Managing Stakeholders

Managing Stakeholders – Overview

Individual performers, Supervisors and Managers at all levels are challenged to produce results through effective communication, understanding emotional state and managing expectations of other key stakeholders. It is critical to recognize that people bring both their minds and their emotions to work and the reality is that emotions drive performance. The research is clear—people who have higher levels of communication skills and emotional intelligence create or contribute to positive work environments, generate higher levels of customer (internal, external) engagement, deliver higher performance, manage or adapt to change better and experience less work-based stress

Learning Outcomes

• Study of body language and its impact on face to face interactions
• Develop Sensory Acuity and Calibration skills to connect with people at a deeper level
• Other NLP Techniques to enhance influence and persuasion
• Actively using ‘Stakeholder Mapping’ and ‘Networking Map’, turning customers into promoters
• EQ Concept & Personal EQ Diagnostic
• Handle diverse and difficult people with less stress and more understanding.
• Business Etiquettes – Image building and managing perceptions
• Understand what customers expect when they make complaints and managing expectations
• Respond to not just words, but even emotions which may be unsaid
• Demonstrate empathy while maintaining control over the conversation