Customer and Stakeholders Communication Management
Course Summary:

This course focuses on both improving the efficiency and effectiveness of all project-related communications, from initial planning through closure. It also examines best practices for identifying and engaging stakeholders, a critical component for successful project. Participants will apply all course principles to a work-related case study taken directly from their work environment.

The overall aim of this course is to assist participants identify project stakeholders and manage their expectations. Participants will learn how to develop stakeholder management plans, stakeholder registers, and strategies for effectively engaging stakeholders in project decisions and execution. The course also aims at sharpening participants’ leadership, negotiation, communication, and conflict management skills to foster the appropriate stakeholder engagement in project decisions and activities.

Course Objectives:

  • Categorize project stakeholders and build the stakeholder management plan
  • Analyze the interest and influence of project stakeholders
  • Arrange the stakeholder communication channels and manage stakeholder conflicts
  • Choose the appropriate leadership style for each project stakeholder
  • Apply win-win negotiation techniques with project stakeholders

Course Outline

Project Communications and Stakeholder Mgt. Overview

  • Project Communications Management Overview
  • Communication Dimensions
  • Communication Skills
  • Project Communication Management Processes
  • Project Stakeholder Management Overview
  • Project Stakeholder Management Processes
  • Interpersonal Communications
  • Take a Communications Strengths Inventory
  • Communication Styles
  • Case Study Selection

2 - Identify Stakeholders

  • Identify Stakeholders Overview
  • Stakeholder Analysis
  • Stakeholder Classification Models
  • Salience Model
  • Stakeholder Register
  • Create a Stakeholder Register

Plan Communications Management

  • Plan Communications Management Overview
  • Communications Management Plan
  • Common Project Management Communication Documents
  • Communication Tools
  • Create a Communications Management Plan
  • Virtual Team Communications
  • Virtual Teams Technologies
  • Virtual Teams Best Practices

4 - Plan Stakeholder Management

  • Plan Stakeholder Management Overview
  • Analytical Techniques
  • Stakeholder Management Plan Sample Content
  • Create a Stakeholder Management Plan

Manage Communications

  • Manage Communications Overview
  • Communication Methods
  • Communication Model
  • Communication and Active Listening
  • Negotiations
  • Three Crucial Elements of Negotiations
  • Win-Win Negotiating
  • Win-Lose Negotiating
  • Conduct a Win-Win Negotiation
  • Communicating Bad News
  • Body Language
  • Business Attire
  • Improving Your Body Language
  • Verbal Communication
  • Public Speaking
  • Audience Involvement
  • Listening Skills
  • Project Meetings
  • Written Communications
  • Powerful Writing
  • Email Guidelines
  • Presentation Design Best Practices
  • Create a Presentation

Manage Stakeholder Engagement

  • Manage Stakeholder Engagement Overview
  • Issue Log

Control Communications and Control Stakeholder Engagement

  • Control Communications Overview
  • Performance Reporting
  • Tracking Gantt Charts
  • Worksheet Information
  • Milestone Charts
  • Bar Chart Graphs
  • Control Stakeholder Engagement Overview