1. Managing stakeholders

1.1 Stakeholder categories
1.2 Stakeholder analysis and prioritisation
1.3 Stakeholder planning and monitoring
1.4 Stakeholder perspectives
1.5 RACI analysis

2. Communicating with stakeholders

2.1 The communication process
2.2 Barriers to communication: semantic, physical, psychological
2.3 4As communication planning
2.4 Active listening
2.5 Listening behaviours: judging, filtering, being right, rehearsing

3. Working with stakeholder groups

3.1 Group development process: forming, storming, norming, performing, adjourning
3.2 Learning styles: activist, pragmatist, reflector, theorist

4. Facilitating workshops

4.1 Benefits of facilitated workshops
4.2 Roles in a facilitated workshop
4.3 Stages of a facilitated workshop
4.4 Facilitated workshop planning
4.5 Running a facilitated workshop
4.6 Facilitation techniques: elicitation and visualisation

5. Building rapport

5.1 The nature of ‘rapport’
5.2 Mehrabian’s elements in communication: Words (Verbal), Tone of Voice (Vocal), Body Language (Visual)
5.3 Techniques for creating and sustaining rapport
5.4 Building rapport using mirror, match, pace

6. Ensuring equality

6.1 Equality, diversity and inclusion: definitions
6.2 Empathy maps
6.3 Unconscious bias

7. Managing expectations

7.1 Categories of expectations
7.2 Sources of expectations: controllable and uncontrollable expectation creators
7.3 Process for managing expectations

8. Negotiating with stakeholders

8.1 Principled negotiation
8.2 BATNA
8.3 Integrative and distributive negotiation

9. Managing conflict

9.1 Roots of conflict – goals, judgements, values
9.2 Options for conflict resolution
9.3 Thomas-Kilmann conflict styles