Relationship Management

Duration

6 days non residential

Overview

These workshops allow delegates to understand the key drivers in their most important relationships and how to use this knowledge to further improve the quality of their interactions.

The course delivers 3 x 2 day workshops with a gap of three weeks between them. This will ensure that each delegate will be able to put into practice the learning from the sessions in a live environment working on a problematic relationship.

Who will the course benefit?

This course is aimed at those who are in demanding customer facing roles where the quality of the relationship is paramount.

Course Objectives

To identify and prioritise key relationships. To understand why there is conflict in some relationships and not in others. To develop clear strategies for improvement. To learn effective relationship building techniques that can be applied to a wide variety of scenarios.

Skills Gained

Understand their own motivational value systems. Develop effective strategies for dealing with even their most challenging relationships. Identify patterns of behaviour within their clients and use these to improve communications. Utilise specific techniques to create lasting behaviour changes for themselves. Create action plans for developing new relationships to provide a firm foundation for growth.

Content Introduction

Understanding of the different roles of the delegates and exploring some of the problems with their working relationships.

What is Relationship management? A workshop in groups to define the term ”Relationship Management” and how it is practiced within the business.

Identifying Stakeholders: The group is introduced to the concept of stakeholder mapping. This enables each delegate to identify all the relationships they need to manage and identify where they need to spend their time.

Work Association: A model which focuses on the three developmental stages that a successful relationship needs to go through.

Strength Deployment Inventory: A behavioral model developed by Elias Porter which provides the delegates feedback on the key motivators for them. It also shows how their motivators may change when in conflict. This is used to develop strategies for dealing with others who have different motivators.

The Right First Impression: Understanding how to develop a set of behaviours that enable you to create the right impression for different relationships.

Rapport Building: How to use the appropriate body language and voice to develop a behavioural rapport with others.

Planning Behaviour: Delegates are introduced to a 6 step process which will enable them to set clear goals and objectives, supported by the appropriate behaviours for successful meetings with clients.

Assertiveness: An exploration of assertive/aggressive/non-assertive characteristics and the effect each one has on relationships. A behavioural change model is also introduced as a way of changing unwanted habits.

Meta-Programs: Examining the different ways we all sort information and how this can be used to alter our communications to best influence others.

Dealing with Conflict: Delegates complete a self diagnosis questionnaire to understand their most favoured conflict style with group discussion to discover when each style is most appropriate.

Visualisation: The group practice using a visualization technique to create changes in the way particular relationships are perceived and therefore alter their own behaviours.

Effective Meetings: Problematic meeting scenarios are discussed with a workshop to create solution for overcoming these problems. A meeting evaluation system is introduced which the delegates use in a role-play situation.

Planning Success: Delegates are continually using the material throughout the 6 day workshop on a problematic relationship. Improvements are noted and plans for further changes are created in small workshops.

NLP Techniques: The delegates are introduced to a number of different NLP (Neuro- Linguistic Programming) techniques throughout the course which are used to create lasting changes in their relationships.