1. Understanding Stakeholders
The course begins by examining how stakeholders can be identified, analysed and managed throughout business change.
- Stakeholder analysis
- Stakeholder planning
- Different stakeholder perspectives
- Evaluating interest, influence and expectations
- Planning an appropriate engagement approach
The objective is to avoid treating every stakeholder in the same way and instead develop engagement strategies suited to different needs and perspectives.
2. Communication
Effective stakeholder engagement depends on clear two-way communication.
Topics include:
- The communication process
- Core components of communication
- Barriers to communication
- Factors that may lead to misunderstanding
- Active listening
- Listening behaviours
- Supporting mutual understanding
The emphasis is not only on delivering messages, but also on listening effectively and interpreting the perspectives of others.
3. Working with Stakeholder Groups
Participants explore how groups develop and how differences in learning preference can affect collaboration.
- Group development processes
- Group dynamics
- Learning styles
- Recognising different working and learning preferences
4. Facilitated Workshops — Introduction
This section explores the use of facilitated workshops within business change.
Benefits of Facilitated Workshops
- Bringing stakeholders together
- Surfacing different perspectives
- Supporting decision-making
- Creating shared understanding
Main Workshop Roles
- Facilitator
- Scribe
- Participants
- Sponsor
Workshop Stages
- Preparing the workshop
- Defining objectives and scope
- Conducting the workshop
- Recording outcomes
- Follow-up activities
Facilitation Techniques
- Encouraging participation
- Guiding discussion
- Balancing different viewpoints
- Adapting during the workshop
5. Rapport
Participants examine the importance of building effective professional relationships.
- Defining rapport
- Building rapport
- Creating trust and mutual understanding
- The role of rapport in relationships
- Its impact on stakeholder engagement
6. Creative Problem Solving
This section introduces techniques for helping stakeholders approach problems from different perspectives.
- A creative problem-solving model
- Idea generation
- Mind maps
- Stimulating creative thinking
- Edward de Bono’s Six Thinking Hats
These techniques help groups move beyond the first available answer and explore a wider range of possibilities.
7. Managing Expectations
Explore how stakeholder expectations are created and how they can be managed.
- Sources of expectations
- Controllable expectation creators
- Uncontrollable expectation creators
- Risks created by poorly managed expectations
- A structured expectation management process
The aim is to maintain a realistic relationship between stakeholder perceptions, commitments and achievable outcomes.
8. Negotiation
Participants examine approaches for working through situations where needs, priorities or interests differ.
- Negotiating positions
- Understanding underlying needs
- BATNA — Best Alternative to a Negotiated Agreement
- Integrative negotiation
- Distributive negotiation
- Selecting an appropriate negotiation approach
9. Managing Conflict
The final subject area explores why conflict occurs and how it can be addressed constructively.
Root Causes of Conflict
Conflict Resolution
- Options for resolving conflict
- Selecting approaches according to the situation
- Constructive conflict management
Thomas-Kilmann Model
- Thomas-Kilmann Conflict MODE Instrument
- Different conflict-handling styles
- Considering when each approach may be appropriate
Exams and Assessments
The course includes the BCS Professional Certificate in Stakeholder Engagement examination.
The assessment takes place on the afternoon of day two.
Candidates must bring valid photographic identification, such as a passport, driving licence or student card, before sitting the exam. This is a BCS requirement, and candidates unable to provide acceptable identification will not be permitted to take the assessment.
Successful completion leads to the BCS Professional Certificate in Stakeholder Engagement.
The certificate may also contribute towards the BCS Advanced Diploma in Business Analysis, provided the candidate already holds the BCS International Diploma in Business Analysis and meets the required experience and Business Analysis community engagement criteria.
