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Professional Services Professional: Operational Catalyst

COURSE TYPE

Foundation

Course Number

3820

Duration

3 Days
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Prepare to achieve your Professional Services Catalyst Foundation Certification in this training course by gaining the essential knowledge needed to keep you and your organisation moving forward in your industry. As a catalyst, you foster strong collaborative relationships with internal and external stakeholders, and generate a spirit of customer service excellence.

You Will Learn How To

  • Prepare for and pass the PS Professional Catalyst certification exam
  • Determine the five elements of collaboration
  • Assess the importance of stakeholder engagement and the concept of the value ladder
  • Recognise how an Agile approach is congruent with people engagement

Important Course Information

Course Preparation:

  • The following books are provided for pre-course reading: Praxis Framework, Managing Expectations: Working with People Who Want More, Practical People Engagement

Course Outline

  • Creating a Customer Services Excellence Culture

Communicating without alienating

  • Encouraging your customer to talk by listening persuasively
  • Limiting use of jargon and speak to your listener’s concerns
  • Creating awareness about what and how you communicate, guarding against conflicting messages

The Expectations Challenge

  • Using the ‘That’s not it’ strategy to help a customer describe their needs
  • Challenging your assumptions about customer needs and be an information-gathering skeptic
  • Studying problems from your customers’ context

Perception is reality

  • Clarifying customers’ perceptions of a service and their resulting expectations
  • Ensuring customers know what to expect
  • Assessing customer requests where it is appropriate and learning to say ‘no’ so it sounds like ‘yes’
  • Project and Implementation Fundamentals

Knowing your stakeholders

  • Diagnosing your stakeholders’ interests and attitudes to a planned change
  • Classifying the key influencer with the most power
  • Determining your stakeholders’ resistance and how to engage them

Shaping your engagement strategy

  • Targeting where you want your stakeholders to be
  • Developing a user story and connecting your proposition with an explicit beneficial outcome
  • Ascertaining the deposits and withdrawals you need to make in a stakeholders’ “relational bank account”

Planning your engagement

  • Pinpointing your Gatekeeper(s) and scheduling communication to maintain engagement
  • Creating compelling, sticky, memorable messages
  • Classifying your signal-to-noise ratio to make your messages clear and heard
  • Dealing With Urgency and Escalations

Controlling the scope

  • Documenting the results of change control and maintaining the validity of the configuration
  • Specifying effective requirement(s) – unique, current, consistent, understandable, verifiable, traceable and prioritised
  • Capturing and assessing the impact of any change on the constraints including: time, cost, scope, change, risk resource

Being clear on your BATNA (Best Alternative to a Negotiated Agreement)

  • Focusing on their “What’s In It For Me” (WIIFM) and optimising the benefits for both parties
  • Earning the right to be heard by listening first
  • Describing the non-negotiable aspects of your own position
  • Being clear about your own fallback position before negotiating

Action is everything

  • Practising intentional conversations using open questions
  • Ensuring people see that you are responding to their concerns
  • Checking you are not procrastinating on the uncomfortable business of contacting someone difficult
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Exclusive Private Team Training Course

Enhance your team's effectiveness and boost productivity with this course, delivered privately to your organization or to any preferred location, including options for hybrid or all-virtual delivery via AnyWare.

This training course could be customized, and combined with other courses, to meet the specific needs of your team's training.

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Attendee Benefits

After-Course Instructor Coaching
When you return to work, you are entitled to schedule a free coaching session with your instructor for help and guidance as you apply your new skills.

Free Course Exam
You can take your Learning Tree course exam on the last day of your course or online at any time after class and receive a Certificate of Achievement with the designation "Awarded with Distinction."

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Enhance Your Credentials with Professional Certification

Learning Tree's comprehensive training and exam preparation guarantees that you will gain the knowledge and confidence to achieve professional certification and advance your career.

PS Professional is a certification program accredited by APMG International that develops commercial and personal strengths to complement existing technical expertise. Read more ...

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