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Course Outline

Understanding “Brand”

  • What constitutes a “brand”?
  • What defines your company’s brand?
  • What actions can I take to strengthen my company’s brand?

Basic Change Strategies

  • The necessity for managers to continuously evaluate the current state of their department – especially in comparison to peers and competitors – and to introduce proactive rather than reactive changes
  • The “STARS” model for Change Strategies and Planning

Change Management

  • Reasons why previous changes succeeded
  • Reasons why previous changes failed
  • Key lessons learned from past change initiatives (both within your company and externally)
  • The 9 Change principles – and how to apply them in practice
  • Lewin’s model of Change Implementation
  • The Change Kaleidoscope

The Psychological Affects of change

  • Assessing current emotions: How am I feeling now? How are my colleagues feeling now?
  • Predicting emotional responses: How will I / they feel as the change process unfolds?

Customer / Stakeholder Relationships

  • What defines a Customer?
  • What defines a Stakeholder?
  • How can I maximise every Customer / Stakeholder interaction?
  • The Service : Profit Chain

Financial Aspects of a Business

  • Financial Statements:
    • Balance Sheets
    • Profit & Loss Accounts
    • Financial Forecasts:
    • Budgets
    • Cash-Flow Forecasts
    • Business Cases

Setting Objectives

  • Vision / Mission Statements
  • Setting objectives to achieve the Mission Statements
  • Performance Management to surpass the agreed Objectives

Negotiating for Best Results

  • Communication in Negotiation
  • The importance of Effective Presentations
  • Exploring Different Negotiating Strategies
  • Comparing Strategies
  • Building Rapport
  • The 3-phase Negotiating Process
 21 Hours

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