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Course Outline

Understanding “Brand”

  • What is a “brand”?
  • What constitutes your company’s brand?
  • What actions can you take to strengthen your company’s brand?

Basic Change Strategies

  • Why managers must constantly assess their part of the organization – especially compared with peers and competitors – and implement proactive (rather than reactive) changes
  • The “STARS” model of Change Strategies and Planning

Change Management

  • Why and how past change initiatives succeeded
  • Why and how past change initiatives failed
  • Lessons learned from previous change initiatives (both within your company and elsewhere)
  • The 9 Change principles – and how to apply them
  • Lewin’s model of Change Implementation
  • The Change Kaleidoscope

The Psychological Effects of Change

  • How am I feeling now? How are my colleagues feeling?
  • How will I and others feel as the change process unfolds?

Customer and Stakeholder Relationships

  • What is a Customer?
  • What is a Stakeholder?
  • How can you maximize every customer and 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 and Mission Statements
  • Setting objectives to deliver on Mission Statements
  • Performance Management to exceed agreed objectives

Negotiating for Best Results

  • Communication in Negotiation
  • The importance of effective presentations
  • Different negotiating strategies
  • Comparing strategies
  • Building rapport
  • The 3-phase negotiating process
 21 Hours

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